Cancel Skin and Me the easy way

Service summary

Skin + Me is a direct-to-consumer personalised prescription skincare service that provides tailored topical medicines for acne and skin ageing. Consultations, prescriptions and pharmacy dispensing operate through the Skin + Me platform and partner pharmacy.

How it works in practice

Customers complete an online consultation, a prescriber issues a personalised prescription where appropriate, and a pharmacy dispenses a formula shipped on a recurring schedule. Subscriptions renew automatically unless cancelled.

Company facts

Web - cancel via Manage Subscription

1. Open your account at Manage Subscription.
2. Click Manage Subscription and select Cancel My Plan or Pause treatment.
3. Confirm the cancellation. If you cancel at least 5 working days before your next billing date the cancellation takes effect immediately and stops further charges.
4. Save or screenshot the confirmation page for your records.

Mobile - iOS / Android

1. Open a browser or the Skin + Me account on your device and sign in.
2. Go to Manage Subscription and follow the same steps as the web process.
3. If you use an app, ensure it reflects the account change and save confirmation.

Email cancellation

1. Send an email to [email protected] with your full name, account email, order number and a clear request to cancel the subscription immediately.
2. Request written confirmation and keep the sent email and any reply.
3. If you do not receive a reply, use postal cancellation as a backstop.

Cancel by post

1. Write a signed letter including your name, account email, order number, and the sentence: "I hereby cancel my subscription and request immediate termination of recurring payments."
2. Send by Royal Mail Tracked or Recorded Delivery to: Skin and Me, Eastbourne Terrace, W2 6LG London, United Kingdom.
3. Retain proof of posting and the delivery receipt. UK law recognises the date of posting for written notices when an appropriate postal service is used.

If your next product shows "Currently Formulating"

1. If your latest delivery shows as "Currently Formulating" the pharmacy has already started making your Personalised Solution and you will be charged for that bottle. Cancelling will stop future charges but not the charge for the bottle already made.
2. Contact [email protected] for clarification or to request documented confirmation of the formulation date.

Moving abroad or change of address

Rule - If you move and can no longer receive shipments, provide proof of new address (utility bill or tenancy agreement) and request cancellation by email or registered post. The subscription will stop after the required 5 working days notice or according to the posted date.

Required documents - proof of new address (utility bill, tenancy agreement).

Applicable law - Consumer Contracts Regulations 2013 for termination notices; UK postal law recognises date of posting.

Price increase

Rule - If Skin + Me notifies you of a price increase, you may cancel if the new price materially changes the contract. Provide a copy of the price increase notification and your cancellation request in writing.

Required documents - copy of the price increase email or page, cancellation request by email or post.

Applicable law - Consumer Rights Act 2015 regarding contract variation and unfair terms.

Death of the subscriber

Rule - Representatives should contact Skin + Me by email or post providing a copy of the death certificate and proof of authority to act. The account will be closed once documentation is accepted.

Required documents - certified copy of death certificate and proof of executor or representative identity.

Applicable law - Consumer Contracts Regulations 2013 where written notice by post is treated as valid.

Legitimate ground - product fault or incorrect dispensing

Rule - If goods are dispensed in error or not in accordance with your prescription, Skin + Me's sole remedy is a like-for-like replacement. Document the issue with photos and dates and contact support immediately.

Required documents - dated photos, order number, correspondence history.

Applicable law - Consumer Rights Act 2015 for services performed with reasonable care and skill.

End of minimum commitment

Rule - If you are in a 3-month or 6-month plan, you can cancel at the end of that commitment without penalty. Early cancellation of multi-month plans does not entitle you to a refund for unused months.

Required documents - account details show plan term; request cancellation via Manage Subscription or written notice.

Applicable law - Consumer Rights Act 2015 re unfair contract terms; refunds for unused months are not provided by Skin + Me according to their policy.

14-day cooling-off (the right to cancel)

Rule - The Consumer Contracts Regulations 2013 give a 14-day cooling-off period for most online purchases. This right is restricted for personalised goods and medicinal products. If your personalised product has already been made or dispensed the right to cancel and receive a refund may not apply.

Required documents - cancellation within 14 days of order; if product already made, provide the cancellation request and request confirmation why refund is refused.

Applicable law - Consumer Contracts Regulations 2013.

Before you cancel - negotiating with Skin + Me

Retention offers - No publicly reported standard retention discounts or loyalty credits are published by Skin + Me in the research data. To ask for an offer, email [email protected] with your account details and state you are considering cancellation. Request any available discount, an alternative plan length or a pause for a defined period. Keep all correspondence.

What cancellation saves you - yearly cost calculations

Daily Doser: ">Daily Doser: 12 x ">£29.99 x 12 = £359.88 per year.

Cleanser + Moisturiser (monthly equivalent): £14.99 x 12 = £179.88 per year.

Daily Defence Sunscreen (monthly equivalent): £9.99 x 12 = £119.88 per year.

Brighten + Boost Serum (monthly equivalent): £9.99 x 12 = £119.88 per year.

Cheapest real alternative from the listed competitors: Dermatica at £19.75 per month. Dermatica annual cost: £19.75 x 12 = £237.00 per year, which is £122.88 less than Skin + Me Daily Doser annual cost (£359.88 - £237.00 = £122.88).

Key UK laws and regulators

The Consumer Contracts Regulations 2013 provide a 14-day cooling-off right for online purchases. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and protects against unfair contract terms. Prescribers are regulated by the General Medical Council and pharmacy operations by the General Pharmaceutical Council. The Competition and Markets Authority examines hard-to-cancel subscriptions and unclear auto-renewal terms.

How to escalate if Skin + Me refuses a valid cancellation or refund

Step 1 - Complain in writing to Skin + Me (email [email protected] or registered postal letter) and keep evidence.

Step 2 - Contact Citizens Advice for free guidance and template letters.

Step 3 - If a card was used and the charge is disputed, consider a Section 75 claim with your card issuer or a chargeback via the payment provider where eligible.

Step 4 - Report unfair subscription renewal practices to the Competition and Markets Authority if you believe terms are misleading or hard-to-cancel.

Check final billing and deliveries

Review your account and the billing cycle to confirm when the last charge will occur. If you cancelled with less than 5 working days notice you will be charged for one more month and receive that delivery.

Access to records and prescriptions

Request copies of your medical notes, prescriptions and dispensing records from Skin + Me if you need them for another prescriber. Keep a local copy of any prescription for continuity of care.

Data and account deletion

Request account closure or data deletion in writing to [email protected]. Ask for confirmation of data deletion or retention periods for medical records.

Re-activation of treatment

To restart treatment after a pause or cancellation, log back into your account and click Reactivate My Treatment Plan or contact support. Re-activation may require a new consultation and prescription depending on clinical policies.

Follow this checklist to ensure your Skin + Me subscription is cancelled cleanly and you keep evidence.

• Log in to your account and cancel via Manage Subscription at least 5 working days before your next billing date.
• If you cannot cancel online, send a signed cancellation letter by Royal Mail Tracked or Recorded Delivery to Skin and Me, Eastbourne Terrace, W2 6LG London, United Kingdom.
• Email [email protected] with your cancellation request and save the sent email.
• Take screenshots of confirmation pages or emails and keep delivery receipts for posted letters.
• Check for any "Currently Formulating" status; if present you will be charged for that bottle.
• Monitor your card statement for any unexpected charges and prepare to contact your card issuer for chargeback or Section 75 if necessary.
• Request copies of prescriptions and medical records if required for continuity of care.