Refund policy
We want you to be happy with your order. This policy explains when you can return a product and what happens next. It doesn't limit your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
Unopened products: 7-day cooling-off
You can cancel your order and return products that are unopened and still sealed within 7 days of delivery, for any reason.
- Email us at info@maskie.co.za with your order number and the products you're returning.
- Send the products back in their original, unopened condition. You pay the cost of returning them.
- We refund the full price of the returned products to your original payment method within 30 days of receiving your cancellation (usually much sooner).
Opened or used products
For hygiene and safety reasons, we can't accept returns of opened or used skincare products if you've simply changed your mind. This doesn't affect your rights if a product is faulty (see below).
Damaged, faulty or wrong items
If a product arrives damaged, is faulty, or isn't what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, so we can sort it out quickly with the courier. Email info@maskie.co.za with:
- your order number
- clear photos of the product and packaging
- a short description of the problem
You can choose a replacement or a full refund. If we need the product back, we cover the cost of returning it.
This doesn't cover reactions to a product that isn't faulty. Every skin is different, so we recommend a patch test before first use.
Refunds
Once we've received and checked a return, we'll email you to confirm. Approved refunds go back to your original payment method. If you prefer, we can give you store credit instead.
Cancelling before dispatch
If your order hasn't shipped yet, email us and we'll cancel it and refund you in full.