Refund policy

We strive to ensure customer satisfaction and provide a smooth experience with our products. Please review our refund, return and warranty policies below.

Refunds & Returns

Customers may be eligible for a full refund within 30 days of purchase, provided the product is faulty or has not been used and meets the return requirements outlined below.

All returns must be approved by My Smooth Skin before the product is sent back.

Personal Hygiene Products

My Smooth Skin products are personal-use and personal hygiene products designed to come into direct contact with the skin and/or body.

For health, safety and hygiene reasons, used products cannot be returned, exchanged or resold, as we are unable to return them to stock once they have been used.

This applies to all My Smooth Skin products, including but not limited to IPL devices, LumiPore, PureGlow LED Mask, Micro-Glow Neck & Face Device, EyePods and Lady Shaver.

Products must therefore be returned unused and in their original condition, with all original packaging, accessories and contents intact, unless the return relates to a confirmed product fault covered by our warranty.

Please note: Opening the packaging does not necessarily constitute use; however, once a product has been used on the body or skin, it cannot be accepted as a change-of-mind return for hygiene reasons.

EyePods & IPL Devices – 90 Day Money Back Guarantee

My Smooth Skin offers a hassle-free 90 Day Money Back Guarantee on qualifying EyePods and IPL devices.

You must adhere to the applicable terms and conditions to qualify.

Please click here to view the full terms and conditions.

Return Policy for Bundle Purchases

We are committed to ensuring our customers are satisfied with their purchases. If you decide to return a product from a bundle, please note the following:

  • Refund for Bundle Purchases: When returning an item from a bundle, the refund will be calculated based on the applicable individual product price and the terms of the bundle purchased.
  • Return Requirements: Products being returned must be in their original, unused condition, with all packaging, labels, accessories and contents intact, unless the product is being returned due to a confirmed defect.
  • Refund Process: Approved refunds will be processed to the original payment method once the return has been received and inspected.

7-Day Grace Period

My Smooth Skin offers a 7-day grace period from the purchase date for customers to submit a query should they discover that a device is not suitable for their skin condition.

The grace period does not override our hygiene policy. Products that have been used cannot be returned due to hygiene reasons.

12-Month Warranty

My Smooth Skin offers a 12-month warranty on qualifying products. Should your device develop a manufacturing defect within this period, we will assess the product and, where the defect is covered by the warranty, replace it with a new handset.

If you believe your product is defective, please follow these steps:

  1. Take a clear video demonstrating the defect.
  2. Email hello@mysmoothskin.co.za with a short description of the issue and attach the video.
  3. Once your claim has been approved, return the product as directed, including all contents it came with.
  4. A replacement will be processed once we have received and assessed the defective product.

Shipping for Returns & Replacements

Customers are responsible for the shipping costs associated with returning an item, unless otherwise required by applicable law or agreed to by My Smooth Skin.

Shipping costs are non-refundable. Where applicable, the cost of return shipping may be deducted from the refund.

Depending on your location, the time required for a replacement product to reach you may vary.

When returning an item, we recommend using a trackable shipping service and purchasing shipping insurance. My Smooth Skin cannot guarantee receipt of an item sent without tracking or proof of delivery.

Important

Returns and refund requests that do not meet the requirements outlined above may be declined.

For hygiene reasons, My Smooth Skin reserves the right to refuse the return of any product that has been used, except where the product is being returned in accordance with an applicable warranty, guarantee or consumer protection right.