Refund policy
Last updated: 6 October 2026
At Selene Skin, we want you to be happy with your purchase. This Return & Refund Policy explains our voluntary return policy as well as your rights under applicable South African consumer protection laws.
Nothing in this policy is intended to remove, restrict or limit any consumer rights that cannot legally be excluded or limited.
1. 30-Day Change-of-Mind Returns
We offer a 30-day voluntary return policy for eligible change-of-mind returns.
You may request a return within 30 days after receiving your order.
To qualify for our voluntary change-of-mind return policy, the product must:
- Be unused and undamaged;
- Be in its original condition;
- Be returned with its original packaging and accessories;
- Include any manuals or other items supplied with the product; and
- Be accompanied by proof of purchase or your order number.
For hygiene reasons, opened or used beauty products may not qualify for our voluntary change-of-mind return policy.
This restriction does not affect your rights regarding defective, unsafe, damaged or incorrectly supplied products or any other rights provided by applicable South African law.
2. How to Request a Return
To request a return, please contact us at:
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
Please include your order number and a brief explanation of the reason for your return.
Do not send an item back before contacting us and receiving return instructions.
If your return is approved, we will provide you with instructions on where and how to return the product.
Returns sent to us without first contacting us may not be accepted.
Return address:
[INSERT RETURN ADDRESS]
3. Online Cooling-Off Rights
Certain electronic transactions are subject to a statutory cooling-off period under the Electronic Communications and Transactions Act 25 of 2002.
Where applicable, you may have the right to cancel a transaction within the statutory cooling-off period without providing a reason.
Where you exercise a statutory cooling-off right, the applicable requirements of the law will apply, including any applicable requirements concerning the condition of the product and the cost of returning the product.
Nothing in this policy removes or limits any statutory cooling-off rights that may apply to your purchase.
4. Defective, Damaged or Incorrect Products
Please inspect your order when it arrives.
If your Selene Skin product is defective, damaged, unsafe, incomplete or you have received the wrong product, please contact us as soon as reasonably possible.
We may ask you to provide:
- Your order number;
- Photographs or videos of the product;
- Photographs of the packaging;
- A description of the problem; and
- Any other information reasonably required to assess the issue.
Where applicable, defective goods will be handled in accordance with the Consumer Protection Act 68 of 2008 and other applicable South African law.
Depending on the circumstances and the applicable legal requirements, an appropriate remedy may include repair, replacement or refund.
5. Products Damaged During Delivery
If your order arrives visibly damaged, please contact us as soon as reasonably possible.
Please keep the product, packaging and any other materials supplied with the order while we investigate the matter.
We may request photographs or videos of the product and packaging to assist with our investigation.
6. Incorrect Products
If we send you a product that is different from the product you ordered, please contact us at seleneskinsupport@gmail.com.
We will investigate the issue and, where appropriate, arrange for the incorrect product to be returned and the correct product to be supplied or provide another appropriate remedy.
7. Sale and Promotional Items
Products purchased during sales or promotional periods remain subject to applicable consumer protection laws.
A discounted price does not remove any statutory rights you may have in respect of defective, unsafe, damaged or incorrectly supplied products.
Any voluntary change-of-mind return restrictions applicable to a particular promotion will be communicated as part of that promotion.
8. Non-Returnable Situations
Our voluntary change-of-mind return policy does not apply where a product has been used, damaged after delivery, altered, or returned without the original components and packaging where those items are reasonably required.
However, these conditions do not remove or limit any statutory rights you may have regarding defective, unsafe, damaged or incorrectly supplied products.
9. Exchanges
If you would like a different product, the fastest option may be to return the original product where eligible and place a new order.
If the product is defective or we supplied the wrong product, please contact us before placing a new order so that we can assist you.
10. Refunds
Once we receive and inspect your returned product, we will notify you whether your voluntary return has been approved.
If your return is approved, the refund will generally be processed to your original payment method within 10 business days.
Your bank or payment provider may require additional time before the refund appears in your account.
Where a refund is required under applicable South African consumer protection law, the refund will be processed in accordance with the applicable legal requirements.
If you have not received an approved refund after 15 business days, please contact us at:
11. Return Shipping Costs
For voluntary change-of-mind returns, the customer may be responsible for the cost of returning the product to us unless we have agreed otherwise.
Where a product is defective, incorrectly supplied or another situation applies in which applicable law requires Selene Skin to bear the relevant costs, we will handle the matter in accordance with the applicable law.
12. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or limit any right, remedy, warranty or protection available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
If any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable law will prevail.
13. Contact Us
If you have any questions regarding returns, refunds, exchanges or defective products, please contact:
Selene Skin
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
Address: 5 Coventry Road