Whilst there’s no health hazard, the SPF protection may not be reliable. For your safety and peace of mind, we recommend discontinuing use.

We are refunding anyone who has bought Skin Trio and also sending you a voucher so you can top up your other REFY favourites as a thank you for your understanding.

Reach out to us using the form below so we can refund you and arrange for your voucher to be sent immediately.

For anyone who used Skin Trio, we’ll be hosting focus groups to find out what you did and didn’t love about the product so we can bring it back, remastered and better than ever.

We will continue to carry out our regular quality testing across our full range to ensure we never compromise on quality and bring you innovative products you love.

As part of our commitment to deliver best in class products we carry out regular tests across our full range in order to make sure there are no issues and, if there are, we go back to the labs and rework, remaster and bring even better versions to you.

Our tests alerted us to an inconsistency in the skin trio formula which was causing it to separate, so we removed this from sale and sent it for further, more detailed investigations.

The initial investigations discovered that the separation of the formula has affected the product’s SPF rating, which is why we are offering refunds while we improve the product.

In order to sell an SPF, products must undergo rigorous testing to be approved in all markets. skin trio underwent these tests, was approved and received an SPF rating of 55.9, which is above its advertised rating of SPF 50. You can find out more about these tests and our results here.

The initial results of our investigations show the separation of the formula was affecting the performance and reliability of the SPF protection. of the affected batches we re-tested, samples had an average rating of SPF 34 versus the initial SPF 50 rating.

As SPF is a core function of this product, we’ve treated this seriously and are sharing this information with you as soon as we possibly could.

We already removed Skin Trio from sale as a precaution.

We continue to test Skin Trio with independent investigators to get to the root of the manufacturing issue.

We will work with you, our community, to understand what you did or didn’t love about Skin Trio so we can bring it back, remastered and better than ever.

REFUNDS

1. How do I get a refund or replacement? Contact us and we’ll process your refund and voucher as quickly as possible. If you purchased through a retailer, please get in touch with us not with the retailer.
2. I bought this from a retailer - can I return through them? No you will need to contact REFY directly through the email address provided. Take an image of your product, or proof of purchase and disregard the product. The REFY team will process a refund and gift voucher.
3. Can I exchange the withdrawn product for something else? Yes, we’re currently offering refunds for the Skin Trio product as well as a voucher so you can top up with your other REFY favourites.
4. I brought Skin Trio as part of a collection, how will I be refunded? You will be refunded for the full value of Skin Trio. Please contact us with your proof of purchase and we'll process your refund and voucher as quickly as possible.
5. How long will the refund take? The refund can take up to 2 weeks from your submission form. It could arrive sooner depending on where you've purchased from, but we need time to verify proof of purchase, your bank details and process your refund and voucher.
6. I purchased Skin Trio through a retailer - how can I get a refund and the voucher? If you purchased from one of our retail partners, please provide a proof of purchase and fill in our customer form. Once processed, you will get a full refund you’ll also receive a REFY voucher as a gesture of goodwill. All retailer purchases must be sent to the REFY email address provided, not taken back to stores or retailers directly.
7. I have purchased Skin Trio multiple times, will I be refunded for each order and will I get a voucher for each order? Yes. You will be refunded for every Skin Trio unit purchased. You’ll also receive a voucher per customer, not per unit, as a gesture of goodwill.
8. Will this effect my REFY World level?No, this won't effect your REFY World level. The purchase of the Skin Trio would still be counted against your account.
9. Can I still use the product until I return it? We advise against continued use. While there’s no health hazard, the SPF protection may not be reliable. For your safety and peace of mind, we recommend discontinuing use and requesting a refund.

FORMULA

1. Why is the Skin Trio being withdrawn? We have initiated a voluntary withdrawal of Skin Trio after internal quality checks and independent testing showed the product may not consistently meet the labelled sun protection factor (SPF 50). Some batches displayed product separation, which could lead to reduced protection. Out of caution and in line with our commitment to always meet the highest product quality, we are have chosen to stop selling the product and to offer full refunds and a voucher to all members of our community who purchased Skin Trio.
2. What does "product separation" mean? It means the ingredients in the formula have physically separated into different layers or phases, which can affect how evenly the product applies and how effectively the UV filters are delivered to the skin — potentially impacting the SPF performance.
3. Is this a safety issue? There is no immediate health risk, however, the level of sun protection may be lower than expected - based on the tested batches, the average SPF is 34.
4. What should I do if I have / use Skin Trio? We would advise to discontinue using the product and follow the instructions we’ve shared via our website and social media. We will offer you a full refund and a gift voucher.
5. Does it impact any of other Refy products? No, this applies only to Skin Trio. All other REFY products continue to meet our strict quality standards.
6. Will this product be coming back? At this stage, Skin Trio is under full review. We're working closely with our manufacturers and independent investigators to address the issue and ensure any future launches meet the highest formulation and performance standards. We will be hosting focus groups to gather all your feedback, so we can use this as an opportunity to bring it back, remastered and better than ever.
7. How was the issue discovered? We identified the product separation issue through our routine quality assurance testing. We regularly test all our products for stability and performance. When the results for Skin Trio showed inconsistencies, we took immediate steps to investigate and act in the best interest of our customers by withdrawing the product from sale and offering a full refund and voucher.
8. What steps are being taken to prevent this in future? We are reviewing the formulation, manufacturing, and testing process with all our partners. Additional stability and SPF checks through our product's shelf-life are being implemented as part of our updated quality protocols to prevent this from happening again.
9. Will this affect future SPF launches? This has made us even more determined to ensure every REFY product meets and exceeds your expectations. We're taking a meticulous approach to future SPF development, with enhanced stability testing, stricter formulation review, and updated manufacturing protocols already underway.
10. How do we trust that the initial SPF rating is accurate? The product was tested using an independent accredited testing laboratory which holds liability for the released test results. The product passed ISO 24444 SPF testing with a verified SPF of 55.9 before launch. However, over time product separation was found to be occurring in some batches which can impact performance. Post sale tests have revealed that in affected batches the level of sun protection averaged SPF 34.We have acted in the best interests of our community and withdrawn the product from market while we reformulate it to meet our high quality standards. We are offering all customers a full refund and a voucher to thank them for their understanding.
11. Do you have an alternative product that I can use to replace this? At this time, we do not have an alternative product, however, our Product Development team is working hard to bring something out in a near future and all your feedback will be considered. If you've been using Skin Trio as a Primer, you can try our Glow and Sculpt Primer or Blur and Hydrate Primer. If you are looking for a moisturiser, you can use our Face Sculpt.