Refund & Returns Policy

Our Commitment

At ÉK Skincare, we take pride in creating high-quality handcrafted skincare products.

If there is a problem with your order, we are committed to resolving it fairly, promptly, and in accordance with South African consumer protection legislation.

Returns

Due to the hygienic nature of skincare products, we cannot accept returns of products that have been opened, used, or damaged after delivery unless they are defective or supplied incorrectly.

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receiving your order.

Refunds

A refund or replacement may be approved if:

• You received an incorrect product.
• Your product was damaged during delivery.
• The product is defective due to a manufacturing fault.

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

Exchanges

Where appropriate, ÉK Skincare may replace a damaged, defective, or incorrect product instead of issuing a refund.

Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns or provide refunds for:

• Opened or used skincare products.
• Products damaged through misuse, neglect, or improper storage.
• Products purchased on sale or clearance unless they are defective.

Allergic Reactions

Every skin type is unique.

Customers are responsible for reviewing the ingredient list before use and performing a patch test before first use.

ÉK Skincare cannot accept responsibility for allergic reactions or sensitivities to ingredients that are clearly listed on the product label or website.

Nothing in this policy limits your rights under the South African Consumer Protection Act.

How to Request a Return

To request a return, refund, or replacement, please contact us within 7 days of receiving your order and include:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging (where applicable).

Email: orders@ekvelsorg.co.za

Return Shipping

If a return is approved because we supplied the incorrect product or the product is defective, ÉK Skincare will cover the reasonable return shipping costs.

Where a return is not due to our error, return shipping costs will be the responsibility of the customer where permitted by law.

Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any rights you may have under the South African Consumer Protection Act.

Contact Us

If you have any questions regarding this Returns & Refund Policy, please contact us.

Email: info@ekvelsorg.co.za

Website: ekvelsorg.co.za