Refund policy

Inner Skin Return & Refund Policy

Effective Date: 1 August 2026

At Inner Skin, we are committed to providing high-quality skincare products. If you are not satisfied with your purchase, this Return & Refund Policy explains your rights and our procedures in accordance with South African law.

1. General

This policy applies to all purchases made directly from Inner Skin through our website or authorised sales channels within South Africa.

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act, 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act, 25 of 2002 ("ECTA"), or any other applicable law.

2. Change of Mind Returns

Because our Pore Purifying Skin Cleaner is a personal care and hygiene product, we cannot accept returns where:

  • The product has been opened.
  • The hygiene seal or packaging has been broken or tampered with.
  • The product has been used.
  • The product is not in its original resalable condition.

For hygiene, health and safety reasons, only unopened, unused products in their original sealed packaging may be considered for return where permitted by law.

Where a change-of-mind return is accepted:

  • You must notify us within 7 days of receiving your order.
  • The product must be returned within 7 days after approval.
  • The customer is responsible for return shipping costs unless South African law provides otherwise.
  • Original shipping fees are non-refundable unless required by law.

Inner Skin reserves the right to inspect returned products before approving a refund.

3. Defective, Damaged or Incorrect Products

If you receive:

  • a defective product;
  • a damaged product;
  • the wrong product; or
  • a product that does not meet the standards required by the CPA,

please contact us as soon as reasonably possible.

Where the CPA applies, you may be entitled to choose one of the following remedies:

  • Repair;
  • Replacement; or
  • Full refund.

Products returned under the CPA may be inspected to verify that the defect was not caused by:

  • misuse;
  • abuse;
  • negligence;
  • accidental damage;
  • improper storage;
  • unauthorised modifications;
  • failure to follow usage instructions; or
  • normal wear and tear.

Where the defect results from misuse or accidental damage after delivery, the CPA warranty does not apply.

4. Six-Month Implied Warranty

In accordance with the Consumer Protection Act, qualifying products carry an implied six-month warranty against manufacturing defects.

This warranty does not cover:

  • misuse;
  • misuse contrary to instructions;
  • accidental damage;
  • cosmetic damage after delivery;
  • products altered by the customer;
  • damage caused by improper storage or cleaning.

5. Online Purchases and Cooling-Off Rights

Where applicable under the Electronic Communications and Transactions Act, customers who purchased online may have a statutory cooling-off right.

Where this right applies:

  • cancellation must occur within the legally prescribed period;
  • products must be returned unused and in substantially the same condition as supplied;
  • the customer is responsible for the direct cost of returning the goods where permitted by law.

Inner Skin reserves all rights available under the ECTA regarding inspection of returned goods.

6. Non-Returnable Items

Unless defective or otherwise required by law, we do not accept returns for:

  • opened skincare products;
  • used skincare products;
  • products with broken hygiene seals;
  • gift cards;
  • promotional items marked "Final Sale";
  • free gifts included with purchases.

7. Refund Process

Approved refunds will be processed to the original payment method.

Refunds may take between 5–10 business days to reflect, depending on your bank or payment provider.

Shipping charges are non-refundable unless required by law.

8. Exchanges

We only replace products where:

  • the incorrect product was supplied;
  • the item arrived damaged;
  • the product is defective under the CPA.

Exchanges are subject to stock availability.

9. Proof of Purchase

A valid order number or proof of purchase is required before any return, refund or exchange can be processed.

10. Return Procedure

Before sending any product back, please contact our customer support team.

Unauthorised returns may be refused.

Products should be securely packaged to avoid damage during transit.

11. Limitation

Inner Skin reserves the right to refuse returns that:

  • fall outside the rights provided under South African law;
  • do not comply with this policy;
  • show signs of misuse, abuse or tampering;
  • are returned without proof of purchase;
  • are returned without prior return authorisation where permitted by law.

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded under South African legislation.