Refund policy

1. Overview

This Return & Refund Policy applies to purchases made through the SMPL SKIN South Africa website. SMPL SKIN South Africa operates as an authorised seller and distributor of SMPL SKIN products within South Africa.

We want you to be satisfied with your purchase. If for any reason you are not, please review the policy below, which outlines when returns, exchanges, or refunds may be accepted.

2. Hygiene & Personal Care Products

Due to the nature of skincare and personal care products, we do not accept returns or exchanges on opened, used, or tampered products, unless the item is defective or incorrect.

This policy is in place to protect the health and safety of all customers.

3. Returns for Defective or Incorrect Products

You may request a return, replacement, or refund if:

  • You received a defective product, or

  • You received an incorrect product due to our error

In such cases:

  • The product must be unused and in its original packaging

  • You must notify us within 7 days of delivery

  • Proof of purchase is required

Once verified, we will arrange a replacement or refund at no additional cost to you.

4. Change of Mind

In accordance with the South African Consumer Protection Act (CPA), customers may cancel an online purchase within 7 days of delivery only if the product is unopened, unused, and in its original sealed condition.

Please note:

  • Opened skincare products cannot be returned for hygiene reasons

  • Return shipping costs for change-of-mind returns are the responsibility of the customer

Refunds will be processed once the returned item has been inspected and approved.

5. Refund Processing

Approved refunds will be processed using the original payment method.

Please allow:

  • 5–10 business days for refunds to reflect in your account

  • Processing times may vary depending on your payment provider or bank

Shipping fees are non-refundable unless the return is due to a defective or incorrect item.

6. Sale Items

Products purchased during promotions or sales are non-refundable, unless defective or incorrect.

7. How to Request a Return or Refund

To request a return or refund, please contact us with the following details:

  • Order number

  • Description of the issue

  • Supporting photos (where applicable)

Contact Email: info@smpl.skin

Our team will guide you through the next steps.

8. Exchanges

We do not offer direct exchanges.
If eligible, a refund will be processed and a new order may be placed separately.

9. Late or Missing Refunds

If you have not received a refund after the stated processing period:

  • Check with your bank or payment provider

  • Contact us if further assistance is required

10. Policy Updates

SMPL SKIN South Africa reserves the right to update this Return & Refund Policy at any time. Any changes will be posted on this page and will apply to future purchases only.