Refund and Returns Policy

Effective Date: 7 September 2026

At SkinCosmetics, we want you to be confident when shopping with us. This Refund & Returns Policy explains how returns are handled, the conditions that apply, and how eligible refunds are processed.

This policy is governed by South Africa’s Consumer Protection Act 68 of 2008 (“CPA”) and does not limit any rights you may have under applicable consumer protection legislation.

1. Return Window

You may request a return within 40 calendar days of delivery, subject to the conditions outlined below.

2. Hygiene-Sensitive Personal Care Products

For health and hygiene reasons, opened or used personal care products cannot be returned, including:

  • Skincare products
  • Makeup that has been applied to the skin
  • Oral care products
  • Intimate care products

An exception applies where a product is defective, damaged on arrival, or does not match what was ordered.

This restriction does not affect your statutory rights under the CPA.

3. Condition Requirements

To qualify for a return, products must be:

  • In their original, unopened and sealed packaging
  • Unused and in the same condition in which they were received
  • Accompanied by proof of purchase, such as your order number or invoice

Products that do not meet these requirements may not qualify for a change-of-mind return.

4. Non-Returnable Items

The following are non-refundable:

  • Original shipping and delivery fees, unless the return is due to an error by SkinCosmetics
  • Opened or used hygiene-sensitive products, except where the product is defective, damaged, or incorrect

5. Defective, Damaged or Incorrect Items

If your order arrives defective, damaged, or incorrect, please contact us within 7 days of delivery and provide photographic proof where applicable.

SkinCosmetics will arrange collection at our cost and provide an appropriate replacement, repair, or refund in accordance with Sections 55 and 56 of the Consumer Protection Act.

6. How to Initiate a Return

To request a return:

Step 1: Email care@skincosmetics.co.za with your order number, the item(s) you wish to return, and the reason for the return.

Step 2: Wait for our return authorisation and instructions. We usually respond within 2 business days.

Step 3: Once authorised, ship the item to or drop it off at our head office:

SkinCosmetics
4 Chacely Place
Edenvale
Johannesburg
1013
South Africa

Step 4: Once your return is received, we will inspect it within 5 business days and notify you whether your return has been approved or rejected.

Please do not return products before receiving return authorisation and instructions from our customer care team.

7. Return Shipping Costs

Defective, damaged or incorrectly shipped items:
SkinCosmetics will cover the return shipping costs.

Change-of-mind returns:
The customer is responsible for the cost of returning the product. Original delivery fees are non-refundable.

8. Refunds

Once your return has been inspected and approved, your refund will be processed within 7 business days of inspection.

Refunds will be issued via EFT to the applicable payment account/payment method, where possible.

You will receive an email or SMS confirmation once your refund has been processed.

Please note that the time it takes for the funds to reflect may depend on your bank or payment provider.

9. Late or Missing Refunds

If you have not received your refund within 10 business days of approval, please contact us at care@skincosmetics.co.za

Our customer care team will investigate the matter as soon as possible.

10. Exchanges

Exchanges are available for products that are:

  • Defective
  • Damaged
  • Incorrectly supplied

To request an exchange, email care@skincosmetics.co.za with your order number and details of the item.

11. Sale Items

Sale items are subject to the same return rules as regular-priced items where the product is defective, damaged, or incorrectly supplied.

Change-of-mind returns on sale items will only be accepted if the product is unopened, unused, sealed, and in its original packaging.

12. Allergic Reactions

If you experience an adverse or allergic reaction to a product, stop using the product immediately and contact us at care@skincosmetics.co.za.

Due to health and hygiene considerations, we generally cannot accept change-of-mind returns for products that have already been opened or used because of individual sensitivities.

Our customer care team will, however, assist you in finding a suitable alternative where possible.

Your statutory rights under the CPA remain unaffected.

13. International Returns

For international orders shipped via DHL Express, customers are responsible for return shipping costs and any customs duties, taxes, or related charges incurred in returning the product, except where otherwise required by applicable law.

Please contact care@skincosmetics.co.za before sending an international return.

14. Contact Us

If you have any questions about returns, refunds, exchanges, or an order you have received, please contact our customer care team:

Email: care@skincosmetics.co.za

SkinCosmetics
4 Chacely Place
Edenvale
Johannesburg
1013
South Africa