Refund policy
Returns & Refunds Policy
Last updated: 25 September 2026
At SKIN-VAL, we want you to feel confident when shopping with us. If there is a problem with your order, please contact us and we'll do our best to assist you.
1. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at:
support@skin-val.co.za / sizwesibuyi12@gmail.com
Please include:
- Your order number
- Your name and contact details
- A description of the problem
- Clear photographs of the product and packaging where applicable
We will review the issue and, where applicable, arrange an appropriate remedy in accordance with applicable South African consumer law.
South African consumer law provides protections for goods that are defective, unsafe, or do not meet applicable quality requirements. In certain circumstances, consumers may have rights to a repair, replacement, or refund.
2. Change-of-Mind Returns
Because SKIN-VAL products are skincare products, we ask that customers do not return or use a product simply because they have changed their mind unless the return is permitted under applicable law.
For hygiene and safety reasons, we may not be able to accept products that have been opened or used where applicable law permits such an exclusion.
However, this policy does not limit any rights you may have under applicable South African consumer protection laws.
For online transactions, certain statutory cooling-off rights may apply. The Electronic Communications and Transactions Act provides a seven-day cooling-off period for certain electronic transactions, subject to statutory exceptions.
3. Returns Process
Before sending anything back, please contact us at:
Do not send a product back without contacting us first.
We'll provide you with the appropriate return instructions if your return qualifies.
Please keep your order confirmation and tracking information until your return has been resolved.
4. Refunds
Once we have received and assessed a returned product, we will notify you regarding the outcome of your return.
Where a refund is applicable, the refund will be processed using the applicable payment method, subject to the requirements of the relevant payment provider and applicable law.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
5. Shipping Costs
Where a return is required because the product was defective, damaged, incorrect, or another circumstance where applicable law places the return cost on SKIN-VAL, we will handle the return costs as required by law.
For other returns, the customer may be responsible for the direct cost of returning the product where permitted by law.
6. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as possible.
Please take photographs of:
- The outer packaging
- The shipping label
- The damaged product
- Any visible damage inside the package
This information helps us investigate the issue and arrange an appropriate solution.
7. Important Information About Skincare
Individual skincare results can vary from person to person.
A product not producing the expected cosmetic result does not necessarily mean that the product is defective. However, if you believe there is a problem with the product itself, please contact us so that we can assess your concern.
If you experience significant irritation or an adverse reaction, discontinue use and seek appropriate medical advice where necessary.
8. Contact Us
If you have any questions about returns or refunds, please contact:
SKIN-VAL
Email: support@skin-val.co.za / sizwesibuyi12@gmail.com
We're happy to help with questions about your order and the return process.