Refund policy

SKIN HOUSE™

RETURNS, REFUNDS & EXCHANGES POLICY

Effective Date: 14 June 2026
Last Updated: 14 June 2026

This Returns, Refunds & Exchanges Policy applies to all purchases made through Skin House™ online store and forms part of our Terms and Conditions. By placing an order with Skin House™, you agree to this policy.

1. COMPLIANCE WITH SOUTH AFRICAN LAW

This policy is governed by the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). Where any part of this policy conflicts with applicable law, the applicable law will prevail.

2. COOLING-OFF PERIOD (ONLINE PURCHASES)

In terms of ECTA, customers may cancel an online purchase within 7 (seven) days of receiving the goods without providing a reason, provided that:

  • The item is unopened, unused, and in original sealed packaging
  • The item is in a resalable condition
  • Proof of purchase is provided

Return shipping costs for change-of-mind returns are for the customer’s account. Skin House™ reserves the right to deduct reasonable direct costs incurred in returning the goods.

3. HYGIENE AND SAFETY RESTRICTIONS

Due to the nature of skincare and beauty products, the following items are strictly non-returnable once delivered unless defective or incorrectly supplied:

  • Opened or used skincare products
  • Products with broken or tampered seals
  • Used beauty or skincare tools
  • Sampled, tested, or partially used items
  • Gift cards and promotional vouchers
  • Free gifts or promotional items

This is to ensure hygiene, safety, and product integrity.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Customers must inspect their order upon delivery. Claims for damaged, defective, or incorrect items must be submitted within 7 (seven) days of delivery.

To qualify for assessment, customers must provide:

  • Order number
  • Full name
  • Description of the issue
  • Clear photographs of the product and packaging

If approved, Skin House™ will, at its discretion:

  • Replace the product, or
  • Refund the product, or
  • Offer store credit

Skin House™ will cover reasonable return shipping costs only where the fault lies with us.

5. CONSUMER PROTECTION ACT (6-MONTH WARRANTY)

In accordance with the CPA, customers may return goods within 6 (six) months of delivery if the product:

  • Is defective
  • Is unsafe
  • Does not meet reasonable quality standards
  • Is materially different from its description

Skin House™ reserves the right to inspect all returned items before approving any remedy.

The CPA does not apply where damage is caused by:

  • Misuse or abuse
  • Failure to follow instructions
  • Improper storage or handling
  • Normal wear and tear

6. ALLERGIES & SKIN REACTIONS

Skin House™ products contain ingredients listed on packaging and product pages. Customers are responsible for checking ingredients prior to use.

Refunds will not be granted for:

  • Individual allergic reactions where no defect exists
  • Sensitivity or irritation due to personal skin conditions
  • Preference-related issues (scent, texture, results, etc.)
  • Failure to perform a patch test

Nothing in this clause limits rights under applicable law where a product is proven defective or unsafe.

7. NON-RETURNABLE ITEMS

The following items are not eligible for return or exchange unless defective:

  • Opened skincare or cosmetic products
  • Used items
  • Sale items marked “Final Sale”
  • Promotional items and bundles
  • Gift cards
  • Free gifts

8. REFUNDS

Approved refunds will be processed to the original payment method.

Processing times are typically 5–10 business days after approval, depending on the payment provider.

Shipping fees are non-refundable except where:

  • The wrong item was sent
  • The item was defective or damaged
  • Required by applicable law

9. EXCHANGES

Exchanges are not guaranteed and are offered at the discretion of Skin House™, subject to stock availability and eligibility under this policy.

10. RETURN SHIPPING

  • Customers are responsible for return shipping costs unless otherwise agreed
  • Skin House™ is not liable for lost or undelivered return parcels
  • Tracked shipping is recommended for all returns

11. FRAUD & POLICY ABUSE

Skin House™ reserves the right to:

  • Reject fraudulent or abusive return claims
  • Refuse excessive or suspicious return activity
  • Require proof of identity or additional verification
  • Decline returns that do not comply with this policy

12. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, Skin House™ is not liable for:

  • Indirect or consequential damages
  • Delays caused by third-party couriers
  • Misuse or incorrect application of products
  • Reactions caused by known ingredients listed on products
  • Results not meeting personal expectations

Nothing in this policy excludes liability where such exclusion is prohibited by law.

13. CONTACT DETAILS

For returns, refunds or support:

Skin House™ Customer Support
Email: admin@skinhouse.co.za

Website: skinhouse.co.za