Refund policy

Return & Refund Policy – Skinavelle

At Skinavelle, we want you to be satisfied with your purchase. If you have an issue with your order please contact us and we’ll do our best to assist you.

1. Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in the same condition in which you received it

  • Be in its original packaging

  • Include proof of purchase, such as your order number or receipt

For hygiene and safety reasons, certain personal-care or beauty products may not be eligible for return once opened or used, except where the product is faulty or incorrect.

2. Items That Cannot Be Returned

Returns may not be accepted for:

  • Products that have been used or damaged through misuse

  • Products returned without their original packaging where the packaging is required for safe return

  • Products returned after the applicable return period

Faulty, defective or incorrect products will be handled in accordance with applicable South African consumer protection requirements.

3. Refunds

Once we receive and inspect your returned item we will notify you of the outcome within 3–5 business days.

If your return is approved the refund will be processed to your original payment method. The time it takes for the refund to reflect may depend on your bank or payment provider.

If a return is not approved we will explain the reason and where applicable arrange for the item to be returned to you.

4. Restocking Fee

For eligible change-of-mind returns an 8% restocking fee may apply where permitted by applicable law.

No restocking fee will apply to products that are faulty defective or incorrectly supplied.

5. Exchanges

If you receive a faulty defective or incorrect product, please contact us within 14 days of receiving your order.

Where applicable, we will arrange an exchange for the same product or another appropriate remedy in accordance with applicable South African consumer protection requirements.

6. How to Request a Return

To request a return, contact us via WhatsApp at:

+27 69 543 7532

Please provide:

  • Your order number

  • A photo or video of the product

  • The reason for the return

We may request additional information to help us assess the issue.

7. Return Shipping Costs

If the product is faulty defective or incorrectly supplied Skinavelle will assist with the applicable return shipping arrangements.

For eligible change-of-mind returns, the customer may be responsible for the return shipping costs.

8. Non-Returnable Situations

A return may not be accepted where:

  • The applicable return period has expired

  • The product has been damaged through misuse or negligence

  • The product is returned without required packaging or accessories

  • The product has been used or opened where hygiene restrictions apply

This policy does not limit any rights you may have under applicable South African consumer protection law.

9. Contact Us

For any questions about returns or refunds, please contact:

WhatsApp: +27 69 543 7532
Email: skinavellebusiness@gmail.com
Email: nemakhavhanimushe@gmail.com