Refund policy
RETURNS POLICY
- Defective Goods, Adverse Reactions and Returns or Refund Policy
1.1. Subject to s56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if the Customer (“You”) have received a product from One SKIN> Emporium Proprietary Limited, Company Registration number 2020/552740/07, (“Us” “We” “Our”) and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact our Customer Care at info@oneskinemporium.co.za within ten (10) days of purchase and we will gladly collect the product at Our own expense and provide You with a refund, replacement or store credit.
1.2. Some products (such as many anti-ageing creams) sold on the Website contain active ingredients. Many of these products can cause a transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of these products supplied by Us, please contact our Customer Care at info@oneskinemporium.co.za . An experienced staff member, will endeavour to resolve any adverse reactions. Refunds on creams causing an adverse reaction will be judged on an individual basis.
1.3. The Company does not accept any returns on products that were ordered with a consultation having been performed by one of our consultants at One on One SKIN.
1.4. On Our OPI range of products, no returns will be accepted on OPI base, colour, and top coats. All orders of these items are considered final.
1.5. Upon your order having left our premises (ie. has been shipped) if You no longer want the product(s) You have ordered, you may return it to our physical address within 5 days at Your own expense. If the product is unopened and the original packaging is still intact, We will provide You with a One SKIN. Emporium credit. We do not provide monetary refunds in these circumstances.
Cancelled orders on the e-commerce facility will be refunded after deduction of a 10% charge for administration costs. The Provider reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the Provider’s standards. Should the Provider exercise this right, the User will receive a full refund with no deductions.
1.6. Subject to Section 56 of the CPA, the above clauses in paragraph 8 are subject to the following reasonable guidelines:
1.6.1. Products must have been purchased directly from Us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
1.6.2. Products must be returned within 30 days of order date.
1.6.3. Please include a copy of your receipt (or a note with your order #, name, email address and phone number) and your reason for returning the product(s).
1.6.4. We cannot accept returns or issue refunds on used products.
1.6.5. Original shipping and handling charges are non-refundable (if applicable).
1.6.6. Products specified as non-returnable or not for resale cannot be returned. Several types of goods are exempt from being returned such as: Some health and personal care items.
1.7. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied via EFT or where possible the original method of payment, within a certain amount of days.
1.8. Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us info@oneskinemporium.co.za.
1.9. Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
1.10. Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@oneskinemporium.co.za.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R500.00 we suggest you make use of a trackable shipping Service or purchasing shipping insurance.
For goods damaged in transit, One SKIN. Emporium will process a claim for refund or replacement, as soon as the courier has completed their investigation into the claim.
For goods lost in transit, One SKIN. Emporium will process a claim for refund or replacement, as soon as the courier has completed their investigation into the claim, and deems the parcel lost.