Refund policy
Return & Exchange Policy
At Skin-vera, your satisfaction is important to us. If you are not fully satisfied with your purchase, we’re here to help.
Returns & Exchanges
We accept returns and exchanges within 14 days of delivery, subject to the conditions below.
To be eligible for a return or exchange:
· The item must be unused and unopened
· The product must be in its original packaging
· The item must be in the same condition that you received it
· Proof of purchase is required
Due to hygiene and safety standards, we cannot accept returns or exchanges on opened or used skincare products unless the item is defective or incorrect.
Refunds
If your return is approved and the product meets the conditions above, a refund will be processed to your original method of payment.
Please note:
· Shipping fees are non-refundable
· Refunds may take 5–7 working days to reflect, depending on your payment provider
All refunds are subject to inspection and approval in accordance with our terms and conditions.
Exchanges
If you would like to exchange an unopened item for another product, we will gladly assist, subject to stock availability.
If there is a price difference:
· The difference will either be refunded
· Or an additional payment will be required
Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery.
Kindly include:
· Your order number
· Clear photos of the product and packaging
We will arrange a replacement or refund where applicable.
Return Shipping
Customers are responsible for return shipping costs unless the product received was defective or incorrect.
We recommend using a trackable courier service, as Skin-vera cannot be held responsible for items lost during return shipping.
How to Initiate a Return
To start a return or exchange, please contact us at:
📧 tholenangamso@gmail.com
Our team aims to respond within 24 hours on business days.