Returns and Refunds Policy

Refunds

1. We offer a 30-day money-back period on our Skin Series products, which means you have 30 days after receiving your item to request a refund if the product doesn’t suit your skin or you have an adverse reaction.
   1. To be eligible for a refund please send us an email including your proof of purchase. We will then ask you to complete an Adverse Reactions form detailing the product purchased (including the batch number) and your experience with it. We do not require you to return the physical product, as we cannot reuse this, so please recycle or gift to a friend.
   2. If your refund request is accepted, we’ll require your banking information. Please note that if your country of residence is not South Africa then this refund will need to handled by our distributor in your country.

Faulty Items and Damages

1. When using our courier services please inspect your order upon receipt and contact us immediately if the item is broken or damaged in any way, or if you receive the wrong item, so that we may evaluate the issue and send a replacement.
2. Occasionally the atomiser pump will fail during normal use. This includes dispensing too much product at once (a spray vs a mist) or dispensing less product or none at all. Unfortunately this cannot be predicted. Before contacting us please ensure that the bottle isn’t merely empty (it is heavy so can be deceptive, give it a shake to make sure). Then send us an email with your date and proof of purchase (a picture of the receipt will do), the product name and the batch number (you will find this on the sticker on the bottle itself). We require this info for our quality system log.
   We will arrange to send you a replacement directly (if you are in South Africa) or via the channel where you purchased it (if you are outside of South Africa).
3. There is no need to return the physical bottle to us, we cannot reuse this so please recycle this.
4. Pump failures must be reported within 6 months of date of purchase. If you don’t intend to use the bottle straight away please test the pump is working within this timeframe.
5. If the atomiser top/nozzle should break off during normal use we will replace the bottle, unless it has been dropped or transported without the protective cap.
6. We will not replace bottles that have expired.