Refund policy

Entity: NJ SKINCARE (PTY) LTD
Support:
- Email: support@njskincare.co.za 
- Phone/WhatsApp: 077 262 0111
Return address: Unit 32 Lago Complex, 228 South Street, Zwartkop, Pretoria, 0157, South Africa

1) Order cancellations & modifications (before dispatch)

Our fulfilment process begins as soon as an order is received. We’ll gladly try to help with cancellations or changes (such as address or item edits) until fulfilment; once processing has begun, we may be unable to accommodate the request. All confirmed orders remain subject to this policy.

2) Items damaged in transit or packing errors

If something arrives damaged or the wrong item is sent, please contact us within 7 days of delivery with:
- Your order number
- The names of the affected item(s)
- Clear photos plus a short description.
Please don’t return the item unless we ask you to—unsolicited returns can delay resolution. Once validated, we will replace the affected item(s). If we require the goods back, we’ll arrange the return and cover those courier costs.

3) Product defects (manufacturing issues)

If you believe a product is defective, contact us within 30 days of delivery. We will prioritise a replacement, or if you prefer, store credit. Your statutory rights under South African law remain unaffected.

4) Change-of-mind returns (unopened/sealed only)

You may return unopened, unused, sealed items within 7 days of delivery for store credit. A R50 restocking fee and the original shipping cost (including any subsidised “free shipping”) will be deducted from the store credit. Customers arrange and pay for return shipping and should use a trackable service; we aren’t liable for returns that are lost or incorrectly addressed when arranged by the customer. Items must reach us in original packaging, sealed and undamaged. When a return arrives opened, used or broken, we’re unable to issue credit. Once received, please allow up to 10 business days for inspection and then 5 business days to issue your credit.

4.1) Bundles & multi-packs (Boxes of 5, Ultimate Variety Pack, Jewel Drop bundles & other bundle deals)
Our bundled mask offers (including but not limited to boxes of 5, The Ultimate Variety Pack (3 Aloe + 3 Vitamin C), monthly Jewel Drop bundles and any other bundle deals) are sold as discounted sets. For change-of-mind returns, bundles must be returned in full. We do not accept partial returns of a bundle (for example, an opened box with remaining sealed masks, or a variety pack where some masks have been used), even if individual masks remain sealed. Any refund or credit permitted for bundles is calculated on the bundle price (not per-unit single pricing). This clause does not limit your statutory rights for defective items: if a mask in a bundle is defective, please contact us—we will replace the defective mask(s); if you prefer a refund, we can refund pro-rata at the bundle price or accept return of the entire bundle for a full refund, as applicable under South African law.

What to include in your parcel (speeds things up):
• Your order number
• The item(s) you’re returning
• Any forms we email you

5) Opened/used products & allergies

For hygiene reasons we cannot accept returns of opened or used skincare. If irritation occurs, discontinue use and consult a healthcare professional. We do not provide refunds or exchanges for sensitivities or allergic reactions. To help customers test first, every first order includes a free patch-test mask.

6) Free gifts & gift cards

If your order included a free gift, it must be returned with the order to qualify for credit; otherwise we may deduct the gift’s value. Purchases made using gift cards are refunded as a new gift card.

7) Undeliverable parcels / receiver unavailable

If the courier cannot deliver after reasonable attempts and your parcel returns to us, re-delivery costs should be covered by the customer. If you then choose to cancel, we’ll issue store credit less the actual courier costs (outbound).

8) Out-of-stock cancellations

If an item becomes unavailable after you place an order, we may cancel the affected item or the order and issue a full refund, and we’ll notify you by email.

9) How to start a return

Email support@njskincare.co.za with your order number, photos (if damaged/defective), and whether you seek a replacement or store credit. We’ll reply with next steps and any labels or forms if needed.

10) Policy updates & acceptance

We may update this policy from time to time. Unless stated otherwise, changes take effect when posted on this page and apply to purchases placed after posting. For orders placed before a change, the version in force at the time of your order will apply. Where changes are material, we’ll flag them on this page for a reasonable period. By purchasing from NJ SkinCare, you acknowledge and accept the policy version in force at the time of purchase.

Thank you for choosing NJ SkinCare.