Refund policy

At Skin & Strand, we want you to love every purchase. If you're not completely satisfied, we're here to help.

Returns

You may request a return within 7 days of receiving your order, provided that:

  • The item is unused, unopened, and in its original packaging.
  • The product is in the same condition as when it was delivered.
  • Proof of purchase (order number or receipt) is provided.

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, or damaged after delivery.

Non-Returnable Items

The following items cannot be returned:

  • Opened or used skincare products
  • Opened or used haircare products
  • Beauty tools that have been used
  • Gift cards
  • Clearance or sale items (unless faulty)

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Email us at: skinandstrandza@gmail.com

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We'll assess the issue and arrange a replacement or refund where appropriate.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Original shipping costs are non-refundable unless the return is due to our error or a faulty product.

Return Shipping

If the return is due to a change of mind, the customer is responsible for return shipping costs.

If we sent the incorrect item or the product is faulty, Skin & Strand will cover the return shipping costs.

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact our support team.

Order Cancellations

Orders may be cancelled before they have been packed or shipped. Once an order has been dispatched, it cannot be cancelled and must follow our standard returns process.

Contact Us

If you have any questions about returns or refunds, please contact us:

Email: skinandstrandza@gmail.com

We aim to respond to all enquiries within 1–2 business days.