Refund and Returns Policy

REFUND & RETURNS POLICY

Last Updated: 3 November 2026

1. Our Returns Policy

At Avenora Skin Co., customer satisfaction is important to us. We want you to enjoy your skincare shopping experience.

Due to the personal-care nature of our products, certain restrictions apply to returns and exchanges to protect the health, safety and hygiene of our customers.

2. Returns and Exchanges

For hygiene and safety reasons, opened, used or tampered-with skincare products cannot be returned or exchanged simply because a customer has changed their mind.

Unopened products in their original packaging may be eligible for return, subject to applicable South African consumer protection laws.

Products must be:

• Unopened and unused.
• In their original packaging.
• In their original condition.
• Accompanied by proof of purchase.

3. Damaged or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery.

Please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the product and packaging.

We will assess the issue and arrange an appropriate solution, which may include a replacement, repair or refund, as required by applicable consumer protection laws.

4. Refunds

Approved refunds will be processed using the original payment method where reasonably possible.

Processing times may vary depending on your bank or payment provider.

We will notify you once your refund has been approved and processed.

5. Non-Returnable Products

For hygiene and safety reasons, the following products are generally not eligible for change-of-mind returns once opened:

• Facial cleansers.
• Face creams and moisturisers.
• Serums and treatments.
• Facial oils.
• Skincare bundles containing opened products.

This does not affect your rights regarding defective, unsafe or incorrectly supplied products under South African consumer protection law.

6. Return Shipping

If a return is necessary because we supplied an incorrect, damaged or defective product, Avenora Skin Co. will arrange an appropriate return solution in accordance with applicable consumer protection laws.

For eligible change-of-mind returns, return delivery costs may be the customer’s responsibility, where legally permitted.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been dispatched may not be cancellable, but your statutory consumer rights remain unaffected.

8. Products and Skin Reactions

Skincare products may work differently for different individuals.

We recommend reading the product descriptions, ingredient lists and usage instructions before purchasing.

If you experience irritation or an unexpected reaction, discontinue use and seek appropriate professional advice.

Individual skin results are not guaranteed.

9. How to Request a Return or Refund

To request a return, replacement or refund, contact our customer support team with your order number and details of your request.

Business: Avenora Skin Co.

Website: avenoraskinco.co.za

Email: [Insert your business email address]

Location: South Africa

10. Consumer Protection

This policy operates in accordance with South Africa’s Consumer Protection Act (CPA) and other applicable consumer protection laws.

Nothing in this policy is intended to limit or exclude any rights you have under applicable South African law.

Thank you for shopping with Avenora Skin Co.