Returns and Refund Policy
If you’re looking to return or exchange your order, we’re here to help! Please provide us with the following details so we can assist you:
Order number
Customer name
You can return your product within 14 days of purchase for store credit + 5% extra of the products value, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
1. Contamination Policy:
As per South Africa’s Public Health regulation, personal care products cannot be returned for exchange or refund once they have been delivered to you and proof of delivery is available. This policy is in place to prevent the potential spread of contaminants and to prioritize the safety of our customers.
This policy applies to all skin care products, including but not limited to creams, lotions, serums, masks, and any other topical products.
2. Quality Assurance:
A refund or exchange will only be facilitated for products that are damaged upon delivery and proof thereof can be provided on the same day that the package was delivered.
A refund or exchange will be granted if a products texture seems to be visibly defective after proof has been sent and inspected by our team.
3. Allergies and Sensitivities:
We recommend clients thoroughly review the ingredients list provided on our product packaging and website to identify any potential allergens or irritants that may cause an adverse reaction. You are advised in our product description to " Discontinue use if irritation occurs " and " Patch test before use. " The ingredients used in our products are 100% natural and has a gentle formula. It is unlikely that you will get a reaction unless you have skin sensitivities or allergies. Due to the individual nature of allergies and sensitivities, we cannot accept returns or provide refunds for such cases.
4. Customer Support:
Our customer support team is available to assist customers with any questions, concerns, or issues related to our skin care products.
If customers have inquiries about product usage, application techniques, or any other aspect of our skin care products, we encourage them to reach out to our customer service representatives, who will be happy to provide guidance and support.
5. Compliance with Applicable Laws:
This return policy is in compliance with all applicable consumer protection laws and regulations.
6. Modification of Return Policy:
Apella Skin reserves the right to modify or update this return policy at any time without prior notice. Any changes to the policy will be posted on our website and will apply to all purchases made after the date of the policy update.
Please note that by making a purchase from Apella Skin, the client acknowledges and accepts the terms and conditions of this return policy.
To qualify for a return or refund, the product(s) will need to be sent back to our facility at the client's cost.
Unfortunately, a refund will not be processed for the delivery method used. If your order qualified for free delivery, a delivery fee of R100 will be deducted from your refund.
If you have any further questions or require clarification regarding our return policy, please do not hesitate to contact our customer support team.
Thank you for choosing Apella Skin for your skin care needs.
