Returning Purchased Skincare

Buying new skincare can be daunting and we understand that sometimes an ordered product may not be right for you.

All non-sale skincare sold on our site is covered by our 90 day satisfaction guarantee. Please contact us at to process returns with our satisfaction guarantee. Once processed, return the product to us unopened and in it’s original packaging for a store credit, exchange or refund.


Faulty Skincare

If you have received a faulty skincare product please take a photo and email us a description of the fault to so we can amend it as soon as possible.





Skincare Damaged On Arrival

If you receive a skincare product damaged upon arrival, please take a photo of the damaged postal bag (if relevant) and damaged product and contact us at straight away so we can organise a replacement.

Please don’t dispose of the product until we have received your photos and information about it.




Reactions can occur for different reasons and whilst they aren’t common, unfortunately they can happen. Please contact us straight away if you feel you have had a reaction on 03 95983451. If it’s outside our clinic working hours, email us at Please take photos of the reaction and immediately discontinue use of the product.

Once a reaction is confirmed, we will prescribe the best course of action for your skin. This may include trying another product, different application techniques or returning the product. All allergy related reactions must have a minimum 50% of the product remaining in for a full refund.

Refunds & Exchanges

If your product return is approved, we will email you a product return confirmation, this will include helpful packing and sending tips to safely return it to us. Damaged products may incur a repackaging fee if new packaging is required.

Once we have received the product back at Must-Have, we are happy to offer a store credit, product exchange or refund for the returned product within 7 business days however, shipping costs are non-refundable.



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