Refund policy

Return & Refund Policy

Effective Date: July 2026
Last Updated: July 2026

At Skin Matrix, we are committed to providing premium-quality skincare products and exceptional customer service. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and the process for requesting a return, exchange or refund.

This policy is designed in accordance with the Consumer Protection Act, 68 of 2008 (CPA) of South Africa.

Return Eligibility

You may request a return within 30 calendar days of receiving your order, provided that the product:

Is unused and unopened.
Is in its original, sealed packaging.
Is in a resalable condition.
Is accompanied by proof of purchase (order confirmation or invoice).

Skin Matrix reserves the right to refuse returns that do not meet these requirements.

Non-Returnable Products

For hygiene and safety reasons, the following items cannot be returned unless they are faulty or supplied incorrectly:

Opened skincare products.
Used or partially used products.
Products that have been tampered with.
Gift cards.
Promotional or clearance items marked as final sale.
Products damaged through misuse, neglect or improper storage.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, please notify us within 48 hours of delivery.

Please email info@skinmatrixsa.co.za with:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the packaging, where applicable.

Once your claim has been assessed and approved, Skin Matrix will arrange, at its discretion:

A replacement product.
An exchange.
A full refund.

Incorrect Orders

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

Skin Matrix will arrange collection of the incorrect item and dispatch the correct product at no additional cost to you.

Allergic Reactions and Skin Sensitivity

Skin Matrix products are formulated using carefully selected ingredients. However, individual skin types and sensitivities vary.

We recommend performing a patch test before first use.

Refunds or exchanges cannot be offered for adverse skin reactions where the product is not defective, unless otherwise required by applicable law.

If irritation occurs, discontinue use immediately and seek advice from a qualified healthcare professional if necessary.

Return Shipping

If the return is due to an error by Skin Matrix, including:

An incorrect item supplied.
A defective product.
A damaged product.

Skin Matrix will cover the reasonable return shipping costs.

If you are returning a product for any other eligible reason, you will be responsible for the cost of return shipping.

Original shipping charges are non-refundable unless the return is due to an error on our part.

Refund Process

Once the returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional time before the funds appear in your account.

Exchanges

Eligible products may be exchanged where:

The incorrect product was supplied.
The product arrived damaged.
The product is defective.

Exchanges are subject to stock availability.

If the requested replacement is unavailable, Skin Matrix may offer a refund or store credit.

Order Cancellations

Orders may only be cancelled before they have been dispatched.

Once an order has been shipped, it will be treated as a return in accordance with this Return & Refund Policy.

Consumer Rights

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

Where required by law, your statutory consumer rights will always apply.