Return & Refund Policy
Ellah Skincare
Effective Date: 26 January 2026
At Ellah Skincare, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our return policy below.
Eligibility for Returns
Due to the nature of skincare and hygiene products, we only accept returns if:
- The product is damaged, defective, or incorrect upon arrival
- The product is unused, unopened, and in its original packaging
- The return request is submitted within 7 days of receiving your order
For health and safety reasons, we cannot accept returns on opened or used skincare products unless they are faulty.
How to Request a Return
To initiate a return, please contact us at:
📧 Email: info@ellahskincare.co.za
Include your order number, proof of purchase, and photos of the damaged or incorrect item where applicable. Our team will guide you through the return process.
Refunds
Once your return is approved and received, we will inspect the item and notify you of the outcome.
- Approved refunds will be processed within 5–10 business days
- Refunds will be issued to the original payment method
- Shipping costs are non-refundable unless the return is due to our error
Exchanges
We offer exchanges for defective or damaged items, subject to stock availability. If the requested product is unavailable, a refund will be issued instead.
Return Shipping
- If the return is due to a faulty, damaged, or incorrect product, Ellah Skincare will cover return shipping costs
- If the return is for any other approved reason, return shipping costs will be the customer’s responsibility
Non-Returnable Items
The following items are not eligible for return:
- Opened or used skincare products
- Gift cards
- Promotional or clearance items (unless defective)
Processing Time
Returns are typically processed within 7 business days after we receive the returned item.