Refund policy

Thank you for shopping with Skin Therapy. We want you to love your products and feel confident in your purchase. This Returns & Refunds Policy outlines how we handle returns, exchanges, and refunds in compliance with South African consumer protection laws.

1. Due to Hygiene & Safety – No Returns on Opened Skin-Care Products

For the safety of our customers and in accordance with industry hygiene standards, we cannot accept returns, exchanges, or refunds on opened, used, or unsealed skin-care and beauty products.

If a product has been opened or tested, it cannot be returned.

2. Return Eligibility (Sealed, Unused Products Only)

We accept returns only if:

  • The product is unopened
  • The product is unused
  • The product is in its original packaging
  • The product is being returned within 7 days of delivery

To request a return, please contact:
📧 stellendalhouse@drdower.com
Include your order number and photos of the product condition.

3. Incorrect, Damaged, or Defective Items

If you receive:

  • The wrong product
  • A damaged item
  • A defective or faulty product

Please notify us within 48 hours of receiving the parcel.

You must provide:

  • Clear photos of the product
  • Photos of the outer packaging
  • Your order number

Once assessed, we will offer:

  • A replacement (subject to stock availability), or
  • A refund by EFT

There is no cost to you if the error or damage is on our side.

4. Allergic Reactions

Because skin types and sensitivities vary, we cannot guarantee individual results and cannot accept returns or offer refunds based on:

  • Allergic reactions
  • Personal irritation
  • Any unexpected skin response

We advise customers to check product ingredients before purchase and consult a dermatologist if unsure.

5. Sale & Promotional Items

  • Sale items, discounted products, promotional bundles, or free gifts cannot be returned or refunded unless defective or incorrectly supplied.

6. Refund Processing

Once your return is approved:

  • Refunds are issued to the original payment method only
  • Refunds may take 3–7 business days depending on your bank
  • Shipping fees are non-refundable unless the error was ours

If a product was returned due to customer error (wrong item ordered, change of mind), the customer is responsible for return courier costs.

7. Non-Returnable Items

We do NOT accept returns on:

  • Opened or used skin-care products
  • Products purchased more than 7 days ago
  • Sale or promotional items
  • Gift cards
  • Free gifts or samples
  • Products damaged due to misuse or neglect

8. Exchanges

Exchanges are only offered if:

  • The item is defective or damaged on arrival, or
  • The incorrect item was sent

Exchanges cannot be made for different items, scents, or product types based on preference.

9. Returns Shipping

For eligible returns (unopened items only):

  • Customers are responsible for the courier cost of returning the item
  • We recommend using a trackable courier
  • We cannot be held responsible for lost or undelivered return parcels

Once the return is received and inspected, you will be notified of approval or rejection.

10. Cancelled Orders

You may cancel an order before it has been packed or shipped.
Once handed over to the courier, the order cannot be cancelled.

Refunds for cancelled orders will be processed by EFT

11. Contact Information

If you have questions or need assistance with your return:

📧 stellendalhouse@drdower.com
📞 +27 21 851 4339