Cancellations, returns and refunds for the SkinDrop online store
1. OVERVIEW
This Refund & Return Policy explains when and how you may cancel an order, return goods, and receive a refund when purchasing from the SkinDrop online store. It should be read together with our Terms & Conditions. It reflects your rights under the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and does not limit any right you have under law.
2. 7-DAY COOLING-OFF PERIOD IN TERMS OF ECTA
Because you buy online, qualifying transactions are subject to ECTA’s seven-day cooling-off right. Subject to ECTA’s statutory exclusions, you may cancel your purchase without giving a reason or incurring a penalty within 7 days of receiving the goods. You must notify us within this period and return the goods in accordance with our return instructions. You are responsible for the direct cost of returning the goods, and where payment has been made, we will provide the applicable refund within 30 days of cancellation. This right does not apply to goods or transactions excluded by ECTA and is separate from your rights under the CPA.
3. FAULTY, DAMAGED OR INCORRECT GOODS
Under the CPA, if goods are defective, unsafe, of poor quality, not reasonably suitable for their ordinary purpose, or otherwise do not comply with the CPA, you may return qualifying goods within 6 months of delivery, without penalty and at our risk and expense, and choose a repair, replacement or refund as provided by the CPA. If your order arrives damaged, incorrect or materially different from what you ordered, please notify us as soon as reasonably practicable, preferably within 48 hours of delivery, with photos where possible. Where we are responsible for the return, we will cover the reasonable return costs or arrange collection.
4. HYGIENE AND COSMETICS EXCLUSION
For health and hygiene reasons, opened or used skincare, cosmetics, supplements, and personal applicators cannot be returned or exchanged for change of mind once the seal is broken or the product has been used. This does not affect your right to return a product that is faulty, defective or not as described.
5. MEDICAL-GRADE AND PROFESSIONAL PRODUCTS
Certain medical-grade or professional-strength products are supplied on the basis of prior consultation or professional guidance. Where such products are correctly supplied and not defective, change-of-mind returns may not be accepted for safety reasons. Your CPA rights in respect of defective products are unaffected.
6. GIFT VOUCHERS AND DOWNLOADABLE PRODUCTS
Gift vouchers are non-refundable except where required by law. Downloadable products (such as guidelines) are non-refundable once they have been accessed or downloaded, except where the file is faulty or not as described.
7. SUBSCRIPTIONS
You may cancel a subscription at any time before the next billing date. An order already processed or dispatched before cancellation takes effect will not automatically be cancelled, but any statutory cooling-off, cancellation, return, replacement or refund rights remain unaffected. To cancel, use your account or contact us at [email protected]
8. DEVICES AND THIRD-PARTY PRODUCTS (E.G. MEDWAVE)
Devices and equipment fulfilled by a third-party supplier are subject to that supplier’s own returns, warranty and refund policy. Please direct any return or warranty request for those items to the relevant supplier. Hutton Medical is unable to process returns for products it did not sell or fulfil.
9. HOW TO REQUEST A RETURN OR REFUND
Email us at [email protected] or call +27 (0)44 533 0518 with your order number, the item(s) concerned, and the reason for return (including photos for damaged or faulty goods). We will confirm whether the return qualifies and provide return instructions. Please do not send items back before receiving confirmation.
10. RETURN SHIPPING COSTS
- Change of mind / cooling-off: you pay the return shipping cost.
- Faulty, damaged or incorrect goods: we pay the return shipping cost, or arrange collection.
11. REFUNDS
Approved refunds are processed within 7–14 business days of us receiving and inspecting the returned goods. Change-of-mind returns accepted under our store policy are issued as store credit, valid for 3 years. Where you have a statutory right to a refund (including for defective goods under the Consumer Protection Act), the refund will be made to your original payment method if that is your choice.
12. CONTACT
Hutton Medical (SkinDrop online store) · 4 Longships Drive, Plettenberg Bay, 6600 · [email protected] · +27 (0)44 533 0518.