Legal
Refund, Cancellation and Returns Policy
This policy forms part of our Terms and Conditions. Effective date: TBC.
Consultations
Reschedule free of charge up to 12 hours before your appointment; your payment carries over. Cancel or fail to attend, or reschedule inside 12 hours, and the R250 fee is forfeited, because the practitioner's time was reserved. If we cancel or the practitioner cannot attend, you get a full refund or a free reschedule, your choice.
Programme products cannot be returned
Medicines compounded for you individually cannot be returned or refunded once dispensed. This is not a commercial preference: dispensed medicine that has left our control cannot lawfully re-enter the supply chain under Good Pharmacy Practice, and section 20(2) of the Consumer Protection Act 68 of 2008 excludes goods whose return is prohibited by regulation. Section 42(2) of the Electronic Communications and Transactions Act 25 of 2002 likewise excludes goods made to your specifications from the seven-day cooling-off right in section 44.
What we will always put right
If your order arrives damaged, is dispensed incorrectly, is not what your practitioner prescribed, or is defective, tell us within 7 days and we will replace it at our cost or refund you in full. Your rights under section 56 of the Consumer Protection Act, including the six-month implied warranty of quality, are not affected by anything in this policy.
If you have a reaction
Stop using the product and contact us immediately. Your practitioner will review at no charge and adjust or stop your treatment. Where a formula is clinically unsuitable and we got it wrong, we will refund or replace it.
Cancelling a plan
Cancel at any time from your account or by contacting us. Cancellation stops future charges from the next unbilled cycle. Medicine already dispensed and paid for is yours to keep; we do not refund it. There is no cancellation penalty and no minimum term.
Refund method and timing
Refunds go back to the original payment method within 10 working days of approval.
Undeliverable parcels
If a parcel is returned to us because the address was wrong or nobody could receive it, we will contact you to arrange redelivery at your cost. Medicine returned to us cannot be re-dispensed.
Disputes
Contact hello@theskincrowd.co.za first. Unresolved consumer disputes may be referred to the National Consumer Commission.