Review Policy

1. Purpose and Scope

SBC Skincare is committed to ensuring that all customer reviews published on our platforms are genuine, transparent, and trustworthy. We encourage honest and open feedback to help customers make informed purchasing decisions.

This policy explains how we collect, moderate, and publish customer reviews in line with the Digital Markets, Competition and Consumers Act 2024 (DMCC Act).

It applies to all reviews, ratings, and customer questions submitted on our website, mobile applications, and any third-party platforms that we operate or control.

2. Our Principles

Authenticity
All reviews must reflect genuine, first-hand experiences of our products or services.

Transparency
We do not alter, edit, or manipulate reviews in a way that changes their meaning or sentiment.

Fairness
We publish both positive and negative reviews, provided they comply with this policy. We do not suppress or discourage negative feedback.

3. Verified Reviews

Where possible, we identify reviews from verified purchasers. A verified purchaser is a customer who has bought the product through our website or a tracked sales channel.

Not all reviews will be verified; however, all reviews are subject to moderation checks to help ensure authenticity.

4. Prohibited Content

We may reject or remove reviews that:

  • Are fake or not based on genuine product or service experience
  • Are misleading, including false claims or attempts to reuse reviews for different products (“review hijacking”)
  • Include undisclosed incentives, such as payment, gifts, or discounts that are not clearly stated
  • Contain offensive, abusive, or inappropriate content, including hate speech or profanity
  • Include personal or confidential information, such as contact details

 

5. Incentivised Reviews

From time to time, we may offer incentives (such as discounts or entry into a prize draw) to encourage customers to leave a review.

  • Incentives are offered regardless of whether feedback is positive or negative
  • Reviews must remain honest and reflect genuine experiences
  • Any incentivised review must clearly disclose the incentive (for example: “I received a discount in exchange for this review”)

6. Review Moderation and Verification

To maintain the integrity of our reviews, we use a combination of automated and manual checks:

Technical Monitoring
We use automated systems to identify suspicious activity, such as multiple reviews submitted from the same source.

Content Moderation
Reviews are reviewed to ensure they comply with this policy.

No Editing of Reviews
We do not edit reviews to change their meaning. We may remove or redact personal data or inappropriate content where necessary.

Publication Timeframes
Genuine reviews are typically published within 48 hours of submission.

Negative Reviews
Negative reviews are treated as valuable feedback and are not suppressed or removed solely because they are critical.

7. How Reviews Are Displayed

Reviews are displayed in a clear and transparent way (for example, by most recent or most helpful). We do not prioritise or suppress reviews based on commercial relationships or incentives.

8. Third-Party Review Platforms

Where we use third-party providers to collect or display reviews, we take reasonable steps to ensure they apply similar standards of authenticity, transparency, and fairness.

9. Enforcement

If a review breaches this policy, we may:

  • Reject or remove the review
  • Issue a warning to the user
  • Suspend or permanently block accounts that repeatedly violate this policy
  • Take further action, including legal action, in cases of serious misuse

10. Record Keeping

We may retain records of submitted reviews and moderation decisions to support transparency and compliance with legal obligations.

11. Your Rights

If you believe your review has been removed or rejected in error, you have the right to challenge this decision.

Please contact us at:
info@sbcskincare.co.uk

We will review your request and respond within a reasonable timeframe.