Returns and Refunds | Skincare Product South Africa
Simple and clear return process. If something is not right, we will help you fix it quickly.
Our Return Policy
We want you to be completely happy with your order. Here's what you need to know.
7 Day Return Window
Request a return within 7 days of receiving your order.
Original Packaging Required
Items must be unused and in original packaging with seals intact.
Product Cost Refunded
Refunds cover the product cost. Original delivery charges are not refundable — they were paid to the courier.
What Can Be Returned?
A clear breakdown of eligible and non-eligible items.
Eligible for Return
Unopened and unused products
Items still sealed and in their original condition.
Original packaging required
Items must be in original packaging with seals intact.
Reported within 7 days
Return requests submitted within 7 days of receiving your order.
Proof of purchase included
Order number or confirmation email required for all returns.
Not Eligible
Opened or used products
Once seals are broken or product has been used, returns cannot be accepted.
Products without original packaging
Items missing original packaging are not eligible.
Returns after 7 days
Requests made after the 7-day window cannot be accepted.
Sale, promotional items, and gift cards
Sale or promotional items are non-returnable unless faulty; gift cards cannot be returned.
For hygiene and safety reasons, we cannot accept returns on opened skincare products unless the item is faulty or incorrect.
How to Return an Item
Five simple steps from request to refund.
Contact us
Send your order number and reason for return by email or WhatsApp.
Share details if needed
For damaged items, include clear photos of the product and packaging.
Wait for approval
We will review your request and confirm if your return is approved.
Send the item back
Pack it securely and send using a trackable courier.
Refund processed
Once received and checked, we process your refund or exchange.
Refund Timeline
From approval to your account — here's how long each step takes.
Request approved
1–2 business days
Item received & checked
2–3 business days
Refund processed
3–5 business days
Banks and payment providers may take extra time to reflect the refund.
Received a Damaged or Incorrect Product?
If your order arrives damaged, faulty, or incorrect, contact us within 48 hours on WhatsApp or email. Include:
Order number
Clear photos of the product and packaging
Short description of the issue
After a short discussion with our support team, we will ship a replacement matching your original order at no extra cost. You do not need to return the damaged or incorrect item.
Return Shipping
For damaged or incorrect orders, no return is needed — we ship a replacement after a short support discussion.
For change-of-mind returns and exchanges, the customer pays shipping both ways (returning the original to us, and for exchanges, receiving the replacement).
Original delivery charges paid at checkout are not refundable — they were paid to our courier partners and the delivery has been completed.
We recommend using a tracked courier service for all returns.
For delivery timelines and courier options, see our Shipping Policy.
How Refunds Work
Once your return is approved and inspected, your refund will be processed to your original payment method. Refunds cover the product cost only — original delivery charges are not included, as they were paid to our courier partners and the delivery has been completed.
PayFast, Visa, Mastercard → refunded to original account.
EFT → refunded to bank account used.
Mobicred → refunded through Mobicred.
Processing time is usually 5 to 7 business days.
Exchanges
You can request an exchange within 7 days, provided the product is unused and sealed.
Subject to stock availability.
The customer pays shipping both ways — returning the original to us, and receiving the replacement from us.
If the new item is cheaper than the original, we refund the difference (e.g. R400 → R300 = R100 refund to you).
If the new item is more expensive, you pay the difference before we dispatch (e.g. R300 → R400 = R100 top-up).
Not Received Your Refund?
Check your bank account again.
Contact your bank or card provider.
If still not received, contact us and we will assist.
Returns FAQ
Common questions about returns, refunds, and exchanges.
Need to Start a Return?
Our team will guide you through the process.
