skinSOOTHE (PTY) LTD Refunds & returns Policy
We at skinSOOTHE (Pty) Ltd value each and every customer, and each and every sale. The purpose of our Returns and Refunds policy is to ensure we provide a professional after sales service to address any issues you might experience with the products or services purchased from us. Throughout this policy, the terms “we”, “us”, “our” and “skinSOOTHE” refer to SkinSOOTHE (Pty) Ltd.
- Product satisfaction guarantee:
Products carry a 7 (seven) day satisfaction guarantee. You are welcome to return any products purchased within 7 days of receiving them. Returns will only be accepted if the product(s) are still in their original, unopened state with no missing components or accessories (defined as being in its unopened, original saleable condition).
If a product is deemed unsuitable after purchase, or you had a change of mind, you are welcome to return the product in question. Just notify us within 7 days of it being delivered to you. You will be refunded the product purchase price less our courier fees, after the product has been returned to us in its unopened, original saleable condition.
Unfortunately, we cannot sponsor the costs involved in returning the product to us. Delivery/Shipping costs for the return of the item to us will have to be paid by you. Please contact us for a return ticket number and return address confirmation before returning any product to us.
Upon our receipt of the product, the product will be refund after confirmation that the returned product is its unopened, original saleable condition. - Want to return opened/used products?
In the unlikely event that you are not happy with a product purchased from us after opening and/or using it, please contact us to discuss possible remediation. We regard this in a very serious light and will attempt to correct the reason(s) for the dissatisfaction. Even so, we cannot guarantee that the outcome of the remediation will always be in your favour. - Order cancellation:
To ensure the best possible experience for existing as well as new customers, you are welcome to cancel any orders not yet shipped. An order can be cancelled if payment has not been made as yet, or the order has not been dispatched as yet by us. Contact us if you are having trouble cancelling your order, or a refund needs to be processed. - Unavailability of products and/or services ordered and already paid for:
In the unlikely event that we cannot fulfil an order or provide a service that you have paid for, we will contact you with alternative options (including the option of a refund), as the provision of goods and services by skinSOOTHE is subject to availability. - Delivered products are damaged, broken or expired:
If a product is damaged or broken when you receive it, you must inform us within one working day. We will arrange for a replacement product to be couriered to you at our expense (we will pay for the courier fees). In the unlikely event that we have shipped you an expired product, we will do the same. If, for whatever reason, we are unable to replace the damaged, broken or expired product, we will refund you in full for the damaged, broken or expired product. - Wrong product delivered:
If the wrong product was delivered to you by mistake, you must inform us within one working day. We will arrange for a swop-out product to be couriered to you at our expense (we will pay for the courier fees). If, for whatever reason, we are unable to replace the incorrectly delivered product, we will refund you in full for the original product ordered. - Refund processing time:
Refunds are generally processed within 5 working days. - How to log a return ticket or request a refund?
Before returning any product to us, you need to obtain a return ticket number and the address the product needs to be returned to. You can email us at support@skinsoothe.co.za or contact us telephonically or via WhatsApp on 078 511 8051 to arrange a return, or to request a refund.