Refund policy

RETURN FOR REFUND AND EXCHANGES 

We have a 7-day return policy, which means you have 7 days after receiving your item to inspect your order and request a return. 

PLEASE NOTE: WE DO NOT HAVE A MONEY BACK GUARANTEE.

To be eligible for a return, your item must be in the same condition that you received it, unused with the box seal still intact, and in its original packaging. You’ll also need your order number to process the return. Please note that returns are only viable in major cities in South Africa. We do not process returns of your package has been opened. Only damaged good will be returned or refunded, if opened. Damage will need to be assessed by us.

To start a return, you can contact us at info@yearnskin.co.za. Each return will be evaluated on a case-by-case basis and accepted or denied accordingly. All products in an order made using a coupon code, discount code, products on promotion/ discount, including those for a free product, are not eligible for return/ refund. If your return is accepted, you may be required to return orders to us at your own expense. Items sent back to us without first requesting a return will not be accepted.

Should a refund be requested, a refund takes up to 14 business days to be credited back to the original payment method. If you no longer have access to that payment method, then you need to contact your bank or agency for the original payment method to claim the funds after the refund is sent. Refunds are made on the full purchase price of products less the original courier fees. Please note that we do not refund shipping fees.

The provision of goods and services by Yearn Skin is subject to availability. In cases of unavailability, we will refund the client in full within 14 business days. Cancellation of orders by the client will attract a 10% administration fee. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. as detailed above. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
 

EXCHANGES

We do not exchange products. Should you wish to return the product please see the above return policy. Please note that we return damaged goods or if the wrong products were dispatched as an internal error. No other returns are permitted. Once the return has been approved and accepted by us, the quickest way to ensure you get what you want is to return the item you have, and once the return is inspected and accepted, we will credit your return, and make a separate purchase for the new item. Our customer care will provide either a credit on your Yearn Skin account to make purchases or provide you with a coupon code for purchases. Exchanged products will be charged a new shipping and handling fee and you may select the method of shipping at checkout. We do not refund the original shipping cost.

Please note that we monitor return activity for abuse and reserve the right to limit returns or exchanges. We regret that, unless a shipping error was made by www.yearnskin.co.za, we are unable to refund your original shipping costs, if applicable.  

Examples of shipping errors include the shipment of incorrect products or the product being unusable due to damage incurred during shipping. 

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. Our customer care will provide you with full instructions on how to handle these issues as swiftly as possible.

We aim to satisfy all our customers. How will we make it right?

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your Yearn Skin account with the purchase price of the product within 7 days of receiving your return or refund you the full value of the items purchased.

ADVERSE REACTION RETURNS

Some products sold on the website contain active ingredients and some of these products can cause an irritation of the skin upon initial use thereof. We thus recommend using these products not more than two or three times per week initially and then gradually increasing to desired use. If You have developed a more severe reaction to any of these products supplied by US, DISCONTINUE USE IMMEDIATELY AND CONSULT A DOCTOR OR DERMATOLOGIST, please also contact us on our Customer Care at info@yearnskin.co.za. A customer care representative will endeavour to resolve any issues with adverse reactions. We DO NOT refund based on adverse reactions to products or misuse thereof. Products are intended to be used as directed only and in most cases not advised for sensitive skin. Beginner users should not use more than 1 product at a time and incorporate actives slowly into a correct skincare routine. PLEASE READ ALL CAUTION BEFORE MAKING ANY PURCHASE.

LOST/ STOLEN PACKAGES VIA TRANSIT 

Once packages are handed over to our courier partner, we are not liable for packages lost or stolen. Once a tracking number is issued, it is the customer’s responsibility to contact the courier to locate the package. We are not responsible for incorrect shipping details provided. Should a package be lost or stolen via transit, an investigation with the courier company will be opened, based on findings we MAY issue a refund or credit to the customer. This process can take up to 14 business days.

You can track your order by contacting Fastway Couriers directly. Please note that it's the customer's responsibility to ensure that all shipping information is correct and that the customer is available to receive goods from the courier. Should you need to modify, track and or follow up on shipment, you will need to contact the courier directly to make arrangements. 

We do not refund shipping. Failed deliveries, multiple attempts of delivery etc. will result in further courier charges. Customer is liable for all delivery charges. 

Track package via Fastway Couriers here: https://www.fastway.co.za/our-services/track-your-parcel

Contact Fastway Couriers directly here: https://www.fastway.co.za/contact-us/fastway-depot/ 

REMOTE AREAS

Please note that in most cases we DO NOT deliver to remote areas, as the courier may not service these areas. In such events, we reserve the right to:

  • request the client to collect package at a central designated courier pickup point in your area (shipping fees will still apply)
  • Cancel order and refund order
  • Quote & invoice the client extra courier fees if shipping exceeds R89

Please read all policy before making purchase. 

EXCEPTIONS/ NON-RETURNABLE ITEMS 

  • We do not accept returns and or returns on free gifts, products and samples
  • Products must have been purchased directly from Us. We cannot accept returns of products purchased from other retail outlets.
  • Products must be returned only once the return has been accepted and approved by us. We will send return instructions accordingly.
  • We cannot accept returns or issue refunds on used products.
  • We do not accept returns, exchanges or refunds based on results from using products.
  • We do not accept returns, exchanges or refunds based on adverse reactions, misuse of products and or irritation experienced. 
  • We do not refund/exchange products based on "buyer's remorse".
  • We do not diagnose or provide medical advice on your skin or skincare. We only make recommendations on the use of YEARN SKIN products. It is the Onus of the client to understand their skin concerns and needs and make INFORMED and INDEPENDENT decisions on which YEARN SKIN products to use. We do not provide refunds on products that are not suitable for your skincare needs, based off our recommendations/suggestions.
  • We do not refund/exchange products based on personal beliefs.
  • Original shipping and handling charges are non-refundable.
  • Products specified as non-returnable or not for resale cannot be returned.
  • Gift vouchers/ cards are non-refundable and non-transferrable.
  • Yearn Rewards/Points are non-exchangeable for cash or cash-payouts and are non-transferrable.
  • Products (or gift cards) in an order made using a coupon code, discount code, products on promotion or automatically discounted (including those for a free product), are strictly not eligible for return or refund or vouchers/credits.

ORDER CANCELLATIONS 

Orders can only be cancelled within 24 hours of placing an order. Should your package be processed and/or dispatched, the order cannot be cancelled. If approved, cancellation of orders by the client will attract a 10% administration fee. A refund can take up 14 business days to reflect and will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please email: info@yearnskin.co.za

Yearn Skin reserves the right to cancel any orders at any time and refund orders (reasons include but are not limited to: incorrect prices charged, suspicious or fraudulent transactions, out-of-stock products etc).

DISCOUNTS AND DISCOUNT CODES 

Discount codes are limited to one use per customer. Not all products are eligible for discounts. These include but are not limited to: E-GIFT CARDS, ALL KITS and SALE PRODUCTS. TERMS AND CONDITIONS APPLY TO ALL PRODUCTS USING A COUPON CODE, DISCOUNT CODE, PRODUCTS ON PROMOTION OR AUTOMATICALLY DISCOUNTED, INCLUDING FREE PRODUCTS AND SAMPLES.

PLEASE NOTE WE CAN NOT REFUND, EXCHANGE, OR RETURN PRODUCTS BOUGHT VIA THIRD-PARTY RETAILERS OF YEARN SKIN PRODUCTS. KINDLY DIRECTLY CONTACT THE RETAILER WHERE YOU MADE YOUR PURCHASE TO ASSIST YOU.

NEED MORE HELP?

For more information about our return and refund policy, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@yearnskin.co.za. Last updated: 1 April 2024. If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority.

YOU MAY ALSO SEND YOUR MESSAGE HERE.