Refund Policy

1. General Return Policy

Because our products are personal care and skincare items, opened, used, or tampered-with products cannot be returned or refunded, unless the item is defective, damaged, or incorrect at the time of delivery.

2. Returns for Defective, Damaged, or Incorrect Products

If you receive:

  • a damaged product,
  • a defective product,
  • the wrong product, or
  • a product that appears to have been tampered with,

you must notify us within 48 hours of delivery by contacting us at [insert email address].

To process your request, please include:

  • your full name,
  • order number,
  • a description of the issue,
  • and clear photographs of the product and packaging.

If your claim is approved, we may:

  • replace the product,
  • issue a store credit, or
  • provide a refund to the original payment method, at our discretion and in accordance with applicable South African consumer laws.

3. Unopened Products

If you wish to return an unopened, unused, and sealed product, you may request a return within 7 days of delivery, subject to approval.

Please note:

  • the product must be in its original condition and packaging,
  • the customer may be responsible for the return courier costs, unless the return is due to our error,
  • original delivery fees are non-refundable, unless the return is due to a defective, damaged, or incorrect item.

4. Products Not Eligible for Return

For hygiene and safety reasons, the following items are not eligible for return or refund:

  • opened skincare products,
  • used skincare products,
  • products with broken seals,
  • gift cards or vouchers (if applicable),
  • promotional/free items included with an order.

5. Allergic Reactions / Skin Sensitivity

We strongly recommend conducting a patch test before full use of any skincare product.

Because individual skin types and sensitivities vary, Everglowy Skincare cannot guarantee compatibility with every skin type, and refunds will not be issued for adverse skin reactions where the product is not defective.

Customers use products at their own discretion and should review ingredient lists before purchase.

6. Refund Processing

If a refund is approved:

  • refunds will be processed to the original payment method,
  • please allow 5–10 business days (depending on your bank/payment provider) for the funds to reflect.

7. Late or Missing Refunds

If you have not received your refund after the stated period:

  1. Check your bank account again.
  2. Contact your card issuer or payment provider.
  3. Contact your bank, as processing times may vary.

If you still have not received your refund, please contact us at info@everglowyskincare.co.za

8. Exchanges

We only replace items if they are:

  • defective,
  • damaged on arrival, or
  • incorrectly supplied.

If you need an exchange, contact us at info@everglowyskincare.co.za  with your order details and supporting photos.

9. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 (South Africa) or any other applicable law.

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