Refund policy

Returns, Exchanges & Refunds

Skincare is personal. If something is not right, here is exactly how it works, in plain language.

Your right to cancel

Under South African law (the Electronic Communications and Transactions Act), you may cancel an online purchase within 7 days of receiving your order without giving a reason, and receive a full refund of the purchase price. You are responsible for the cost of returning the goods, and the products must be returned unopened and unused.

Change-of-mind returns

Return any unopened, unused product in its original packaging with its seal intact within 14 days of delivery for a full refund of the purchase price. Return shipping is for your account.

Opened products, and why we cannot take them back

For health and hygiene reasons we cannot accept returns on skincare once it has been opened or used, unless the product is faulty. This is standard across cosmetics retail and it protects every customer who orders after you.

If a product simply did not suit your skin, talk to us anyway. We would rather help you find the right thing than have you give up on it.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, we will make it right at no cost to you, with a replacement or a full refund, whichever you prefer. This is your right under the Consumer Protection Act. Please check your order when it arrives and contact us within 7 days. A photo helps us resolve it quickly.

How to start a return

Email hello@glassyskin.co.za with your order number and reason. We will confirm the return address and next steps within one business day.

How refunds are processed

Once we receive and inspect the returned product, we will process your refund or replacement. Refunds are made to the original payment method used at checkout and typically reflect within 5 to 10 working days, depending on your bank. We do not refund to a different account or method.

Cancelling before dispatch

If you need to cancel an order that has not yet been dispatched, email us as soon as possible and we will cancel and refund it in full.

Non-delivery

If your order does not arrive within the delivery window and tracking shows no movement, contact us. We will trace it with the courier and either resend or refund you in full.

Questions? Email hello@glassyskin.co.za or WhatsApp 081 270 5358. A real person reads every message.