Returns & Refund Policy

Your consumer rights are protected under the Consumer Protection Act, 2008 (CPA). Because of the nature of skincare products, our policy works a little differently to a typical retailer — please read this carefully before purchasing.

1. Why we don't accept general returns

Skincare products are personal care items. For hygiene and safety reasons, once a product has left our hands and reached you, we cannot resell it or verify how it has been stored or used. This is why we are unable to accept returns simply because a product wasn't right for you, you changed your mind, or it didn't suit your skin.

We try to reduce this risk for you upfront by describing each product honestly — what's listed on the packaging, how to use it, and being clear when we're not certain about something. We'd always rather you go in informed than be surprised after the fact.

2. When we will accept a return

We will accept a return, replacement, or refund only in the following situations:

• Your order arrived damaged in transit
• Your order is faulty — for example, a broken pump, a leaking container, or a sealed item that arrived opened
• You received the wrong item — not what you ordered

In all of these cases, please contact us within 48 hours of receiving your order at noveskin,co@gmail.com with:

• Your order number
• A clear photograph of the damage, fault, or incorrect item
• A brief description of the issue

3. What happens next

We will review your claim and respond within 2 business days. If approved, we will offer a replacement, store credit, or refund — whichever is appropriate for the situation. We will let you know if we need the item returned to us first, and if so, we will cover that return shipping cost since the issue was on our end.

4. Refunds

Where a refund is agreed, it will be processed to your original payment method within 5 to 10 business days, depending on your bank. Original delivery costs are non-refundable unless the issue was due to our error.

5. What doesn't qualify

• Change of mind after purchase
• A product not suiting your skin or expectations
• A reaction to a product — please read the Ingredients tab on each product page and patch test before full use
• Opened or used products, outside of a genuine fault or damage claim
• Claims made more than 48 hours after delivery

This is why we encourage a patch test before using any new product on your full face, and why we're upfront on every product page about what we do and don't know about each formula.

6. Consumer Protection Act rights

Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 2008 in relation to faulty or unsafe goods. If you believe your CPA rights have not been upheld, you may contact the National Consumer Commission at thencc.gov.za.