Refund policy

A. RETURN AND REFUND POLICY

Return period and your rights

We offer a 14-day return period from the date you receive your products, which exceeds the 7-day cooling-off period required by the Electronic Communications and Transactions Act (ECT Act). This policy ensures your satisfaction with our premium skincare products while maintaining the highest hygiene standards.
During this period, you have the right to return products for a full refund, subject to the conditions outlined below. We understand that choosing skincare products online requires trust, and we're committed to making your shopping experience risk-free. Returns initiated within the 14-day period will be processed promptly, with refunds issued through PayFast to your original payment method.

Conditions for returns

All returned products must be unopened, unused, and in their original sealed packaging with all labels, tags, and protective seals intact. For hygiene and safety reasons mandated by the Foodstuffs, Cosmetics and Disinfectants Act, we cannot accept returns of opened skincare products unless they are defective. Products must not have been exposed to direct sunlight, heat, extreme cold, or humidity that could compromise their quality.

Professional-grade products that required completion of our consultation questionnaire have additional conditions. These specialized treatments cannot be returned once opened, as they are prescribed based on your specific skin concerns. We strongly recommend consulting with our skincare specialists before purchasing these products to ensure they're suitable for your needs.

Defective or damaged products

If you receive a product that is defective, damaged, or incorrect, we will replace it or provide a full refund at no additional cost to you. Please notify us within 7 days of receiving the item (as required by the Consumer Protection Act) by emailing store@dailyskin.co.za with your order number and photographs of the defect or damage. We will arrange collection through our courier partners at our expense and expedite your replacement or refund.
For products that cause unexpected adverse reactions despite normal use, we evaluate these on a case-by-case basis. Please contact our customer service team immediately with details of the reaction, and we may request additional information from your healthcare provider to process your claim appropriately.

Return process and refund timeline

To initiate a return, email us at store@dailyskin.co.za with your order number and reason for return within the 14-day period. We will provide you with a return authorization number and instructions for shipping the products back to our warehouse at 4, 26th Street, Menlo Park, Pretoria. Return shipping costs are the customer's responsibility for change-of-mind returns, but we cover these costs for defective or incorrect items.

Order cancellation policy

Orders may be cancelled only if they have not yet been shipped and cancellation is requested before 14:00 on the day of order placement. Once an order has been dispatched or after the 14:00 cutoff, it cannot be cancelled and will need to follow our standard returns process if you no longer want the items. To request cancellation, email store@dailyskin.co.za immediately with your order number.
Once we receive and inspect your returned items (typically within 3-5 business days), we will process your refund through PayFast. Refunds typically appear in your account within 2-5 business days for credit card payments and same day for EFT payments, though exact timing depends on your financial institution. Please note that PayFast charges a R2.00 processing fee for refunds, which will be deducted from your refund amount.

Exclusions and final sale items

The following items cannot be returned or refunded: products purchased on promotional sales (including Black Friday and Cyber Monday deals), sale items, gift vouchers, and any products marked as "final sale" at the time of purchase. Professional skincare products that required questionnaire completion cannot be returned once opened, except in cases of manufacturing defects. Sample sizes and travel-sized products are also non-returnable once the outer packaging is opened. All sale and promotional items are final sale and cannot be returned or exchanged under any circumstances.