RETURNS & REFUNDS POLICY

1. OVERVIEW

At Osonö Skincare, we strive to provide high-quality products and excellent customer service.

This Returns & Refunds Policy explains the circumstances under which products may be returned, exchanged, repaired, replaced, or refunded.

Nothing in this Policy limits any rights afforded to consumers under the Consumer Protection Act, 2008 (“CPA”), the Electronic Communications and Transactions Act, 2002 (“ECTA”), or any other applicable law.

2. CHANGE OF MIND RETURNS

If you are dissatisfied with your purchase, you may request a return within 7 (seven) days of receiving your order, provided that:

  • The product is unopened;
  • The product seal remains intact;
  • The product is unused;
  • The product is returned in its original packaging;
  • The product is in a resalable condition.

Customers will be responsible for the cost of returning non-defective products unless otherwise agreed by Osonö Skincare.

Once the returned product has been received and inspected, a refund of the purchase price may be processed.

Original shipping fees are non-refundable unless required by law.

3. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

You may return a product if:

  • The product is defective;
  • The incorrect product was supplied;
  • The product is materially different from what was ordered.

Customers are encouraged to notify Osonö Skincare as soon as possible after discovering the issue.

Where a product is confirmed to be defective, Osonö Skincare may, in accordance with applicable consumer legislation:

  • Repair the product where appropriate;
  • Replace the product; or
  • Refund the purchase price.

Where the incorrect product has been supplied, Osonö Skincare will arrange collection and replacement at no additional cost to the customer.

4. SKIN SENSITIVITY AND ALLERGIC REACTIONS

Because skincare products interact differently with every individual’s skin, customers are encouraged to perform a patch test before full application.

If an adverse reaction occurs:

  • Discontinue use immediately;
  • Contact Osonö Skincare as soon as reasonably possible;
  • Provide a description of the reaction;
  • Provide photographs if available.

Osonö Skincare may request additional information in order to investigate the matter.

Each case will be assessed individually and fairly based on the information available.

Submission of a claim does not automatically constitute acceptance of liability.

5. PRODUCTS NOT ELIGIBLE FOR RETURN

Unless defective, damaged, incorrectly supplied, or otherwise required by law, the following products may not be eligible for return:

  • Opened products;
  • Used products;
  • Products with broken seals;
  • Products damaged through misuse;
  • Free promotional products;
  • Complimentary samples.

6. HOW TO REQUEST A RETURN

To request a return, please contact:

Email: info@enozo.co.za

Use the subject line:

Return Request

Please include:

  • Full name;
  • Contact details;
  • Order number;
  • Product name(s);
  • Reason for the return;
  • Supporting photographs where applicable.

Osonö Skincare may request additional information where reasonably necessary to assess the request.

7. COLLECTION OF APPROVED RETURNS

Where a return has been approved, Osonö Skincare will provide instructions regarding collection or shipment of the product.

Approved returns should be securely packaged to prevent damage during transit.

Where Osonö Skincare is responsible for the return, collection may be arranged through our nominated courier provider.

8. REFUNDS

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

Where this is not possible, an EFT refund may be arranged.

Refunds are generally processed within 14 (fourteen) business days following approval of the return, although processing times may vary depending on financial institutions and payment providers.

9. INSPECTION OF RETURNED PRODUCTS

All returned products are subject to inspection upon receipt.

Osonö Skincare reserves the right to refuse a refund, replacement, or exchange where:

  • The product does not meet the return requirements set out in this Policy;
  • The product has been intentionally damaged;
  • The product has been altered, misused, or improperly stored;
  • The return request is fraudulent.

10. LIMITATION

This Returns & Refunds Policy governs the return of products and related financial remedies only.

Any allegation of injury, illness, or other harm allegedly arising from the use of our products will be assessed separately in accordance with applicable law, our Terms & Conditions, and our Disclaimer.

11. CONTACT US

Questions regarding returns, exchanges, or refunds may be directed to:

Osonö Skincare
Email: info@enozo.co.za

Last Updated: October 2026