Refund policy

Ivory Skin

At Ivory Skin, we are committed to providing high-quality body and bath care products. Due to the hygienic nature of skincare items, our return and refund policy complies with the South African Consumer Protection Act (CPA) while prioritising customer safety.


Returns

For hygiene and safety reasons, we do not accept returns on opened, used, or tampered skincare products.

Returns are only accepted if:

  • The product is defective
  • The product is damaged upon delivery
  • The incorrect item was supplied

All return requests must be submitted within 7 days of delivery.


CPA Notice (Important)

In accordance with the Consumer Protection Act (Section 56):

  • Customers are entitled to return defective or unsafe goods
  • Ivory Skin reserves the right to inspect all returned items before approving a refund or replacement

This policy does not apply to products that have been opened, used, or damaged due to misuse.


Refunds

Once the returned item has been received and inspected:

  • Approved refunds will be processed to the original payment method
  • Refunds may take 5–10 business days to reflect, depending on your bank or payment provider
  • Shipping fees are non-refundable, unless the error was on our part


Exchanges

We do not offer direct exchanges.

If a return is approved, customers may place a new order once the refund has been completed.


Allergies & Skin Sensitivities

Ivory Skin products are formulated with care; however, individual skin reactions may vary.

  • Please review the ingredient list before purchasing
  • A patch test is strongly recommended prior to full use
  • Ivory Skin is not responsible for allergic reactions or sensitivities

Allergic reactions do not qualify for refunds or returns.


Sale & Promotional Items

All discounted, promotional, or sale items are final sale and are not eligible for return or refund, unless faulty or incorrect upon delivery.


How to Request a Return

To request a return, please contact us at:

📧 [your business email here]

Include:

  • Order number
  • Description of the issue
  • Clear photos (for damaged or incorrect items)

Our team will respond within 1–2 business days.


Policy Updates

Ivory Skin reserves the right to amend this policy at any time. Updates will be reflected on this page.