Refund and Returns Policy
SYLK Skin | Operated by Naturally Better (Pty) Ltd Effective Date: 12 May 2026 Last Updated: 12 May 2026
1. Overview
SYLK Skin is committed to the quality and safety of every product we dispatch. This Refund and Returns Policy (“Policy”) sets out your rights and our obligations in relation to returns, replacements, and refunds for Products purchased through www.sylk-skin.co.za.
This Policy is governed by the Consumer Protection Act 68 of 2008 (“CPA”) and forms part of our Terms and Conditions. It applies to all orders placed on the Website by Customers located within the Republic of South Africa.
Please read this Policy carefully before placing an Order. By placing an Order, you acknowledge that you have read and agree to the terms of this Policy.
SYLK products are cosmetic skincare products intended to support skin comfort and hydration. They are not intended to diagnose, treat, cure, or prevent any disease.
2. Nature of Our Products
Our Products are cosmetic skincare formulations manufactured in small batches using botanical, plant-based ingredients. Due to the nature of skincare products, the following considerations apply:
- Individual skin types and sensitivities vary significantly.
- Results and product experience are inherently personal and may differ between customers.
- We strongly recommend performing a patch test before applying any new skincare product to a broader area of skin.
- Customers with known allergies, sensitive skin, eczema, psoriasis, or other skin conditions should consult a healthcare professional prior to use.
These product characteristics inform how we approach returns, as detailed below.
3. Returns Eligibility
We accept returns under the following circumstances:
3.1 Defective or Damaged Products
Products that arrive damaged, defective, or compromised in quality (including damaged seals, incorrect contents, or evidence of contamination) qualify for return and replacement.
3.2 Adverse Skin Reactions
We accept returns of opened Products where a customer has experienced an adverse skin reaction, subject to the evidentiary requirements set out in Section 6 below.
3.3 Incorrect Products
Where we have dispatched a product that differs from what was ordered, we will accept the return and dispatch the correct product at no additional charge.
3.4 Products Not Eligible for Return
The following Products are not eligible for return:
- Products returned more than 30 (thirty) calendar days after the date of delivery
- Products that have been used, opened, or tampered with, except in the case of adverse reactions (Section 5) or defective goods (Section 4)
- Bespoke or custom-formulated Products (see Section 7)
- Products that are not in their original condition due to misuse, improper storage, or accidental damage by the customer
- Free samples, promotional items, or gift-with-purchase items
- Products purchased from any third-party stockist or retailer — such purchases are subject to that retailer’s own returns policy
4. Defective or Damaged Products
4.1 If you receive a Product that is defective, damaged in transit, or does not conform to the description as listed on our Website at the time of purchase, you must notify us within 7 (seven) days of receiving the Product.
4.2 Notification must be submitted to our Information Officer or customer service team using the contact details in Section 12, and must include:
- Your full name and order number
- A clear description of the defect or damage
- Photographic evidence clearly showing the defect, damage, or discrepancy (photos of the packaging, seal, product contents, and any damage are required)
4.3 Upon receipt and assessment of your claim, if we are satisfied that the Product is defective or damaged, we will offer you replacement of the affected Product at no cost to you.
4.4 In terms of section 56(2) of the CPA, where a Product is found to be defective within 6 (six) months of delivery, you have the right to request:
- Repair of the Product (where applicable)
- Replacement of the Product
- A refund of the purchase price
SYLK Skin’s standard remedy is replacement of the defective Product. Where replacement is not possible (e.g., the Product is out of stock and will not be restocked), we will offer you a full refund to your original payment method via PayFast.
4.5 We will cover the cost of return shipping for confirmed defective or damaged goods.
5. Adverse Skin Reactions
5.1 We understand that individual responses to cosmetic products can be unpredictable, even where a product is correctly formulated and manufactured. Where you experience an adverse skin reaction attributable to a SYLK Product, we will treat your claim with care and sensitivity.
5.2 Adverse reaction claims must be submitted within 30 (thirty) calendar days of the delivery date and must include all of the following:
- Your full name, contact details, and order number
- The specific Product(s) used and the date of first application
- A clear written description of the reaction experienced, including where on the body it occurred and when it first appeared
- Photographic evidence of the reaction (where safely possible to photograph)
- Confirmation that you performed a patch test before full application, or an explanation of why a patch test was not performed
- A statement confirming that no other new skincare products, foods, medications, or environmental factors were introduced around the same time that may have caused or contributed to the reaction
5.3 SYLK Skin reserves the right to request additional information or evidence in order to properly assess the claim, including whether the reaction is consistent with any listed ingredient to which the customer may have a known sensitivity.
5.4 We do not accept liability for adverse reactions caused by:
- Known or disclosed allergens listed on the Product’s ingredient list where the customer failed to review the ingredients prior to use
- Pre-existing skin conditions that were not disclosed or considered prior to use
- Misuse of the Product contrary to instructions
- Use of the Product in combination with other products or substances that may cause irritation
5.5 Where an adverse reaction claim is accepted, our remedy will be replacement of the Product with an alternative formulation better suited to your skin type, where available. In exceptional circumstances, where no suitable alternative exists, we will assess whether a partial or full refund is appropriate on a case-by-case basis.
6. Evidentiary Requirements — Summary
All return claims must include documentary evidence. We cannot process claims based on verbal or unsubstantiated assertions alone. Evidence requirements are as follows:
| Return Type | Required Evidence |
|---|---|
| Defective/damaged product | Photos of product, packaging, and defect; order number |
| Adverse skin reaction | Written account, photos of reaction, usage timeline, order number |
| Incorrect product received | Photos of product received vs. order confirmation; order number |
Submitting false or misleading evidence in support of a return claim constitutes fraud and will be reported to the relevant authorities.
7. Bespoke and Custom Products
7.1 Bespoke Products are custom-formulated and produced to your specific requirements. Because they are manufactured solely for you and cannot be restocked or resold, bespoke orders are non-refundable and non-returnable once production has commenced.
7.2 The only exceptions are where a bespoke Product:
- Is found to be genuinely defective in manufacture (as opposed to a customer change of preference)
- Does not conform to the agreed written specification confirmed prior to production
7.3 Claims relating to bespoke Product defects or non-conformity must be submitted within 14 (fourteen) calendar days of delivery and must include full written details and supporting photographic evidence.
8. Return Shipping Costs
8.1 Return shipping costs are assessed on a case-by-case basis and will be communicated to you when your return claim is assessed and approved.
8.2 As a general principle:
- Where the return arises from our error, including defective goods, damaged delivery, or incorrect product dispatch, SYLK Skin will cover the return shipping cost.
- Where the return arises from an adverse reaction claim or another customer-side matter, the allocation of shipping costs will be assessed fairly in light of the circumstances of the claim and communicated to you in writing prior to you being required to proceed.
8.3 We use The Courier Guy for returns logistics. Where we are covering return shipping costs, we will arrange and schedule collection. Do not ship Products back to us without first receiving our written approval of your return claim and our written shipping instructions.
8.4 Do not return any Product without prior written approval from SYLK Skin. Unauthorised returns will not be accepted and will be returned to the sender.
9. How to Initiate a Return
To initiate a return, please follow this process:
Step 1 — Contact Us Email our customer care team at info@sylk-skin.co.za or our Information Officer at karen@sylk-skin.co.za within the applicable timeframe, with the subject line: “Return Claim — [Your Order Number]”.
Step 2 — Provide Evidence Include all required evidence as listed in Section 6 of this Policy. Incomplete submissions will delay the assessment of your claim.
Step 3 — Await Assessment We will acknowledge receipt of your claim within 2 (two) Business Days and will communicate our decision within 7 (seven) Business Days of receiving all required information.
Step 4 — Return the Product (if approved) If your claim is approved, we will provide you with return shipping instructions. Please package the Product securely in its original packaging where possible. Products must be returned to:
SYLK Skin Returns 51 Fisant Road, Dinokeng Game Reserve Hammanskraal, 0400
Step 5 — Resolution Once the returned Product has been received and inspected, we will arrange the agreed remedy within 5 (five) Business Days.
10. Remedies
Our remedies for valid return claims are structured as follows:
| Situation | Remedy |
|---|---|
| Defective or damaged product (within 6 months) | Replacement product, or full refund if out of stock |
| Incorrect product dispatched | Correct product dispatched at no charge |
| Adverse reaction (accepted claim) | Replacement with alternative product; case-by-case assessment for refund where no alternative exists |
| Bespoke product defect | Replacement to agreed specification |
Cash refunds are issued only where a replacement is not possible due to stock unavailability or discontinuation of the Product. Where a refund is issued, it will be processed to your original payment method via PayFast within 7–10 Business Days of the refund being authorised, subject to PayFast and banking processing times.
We do not offer store credit, gift cards, or vouchers as a substitute for the remedies outlined above unless you expressly request this and we agree in writing.
11. Consumer Rights Under the Consumer Protection Act
11.1 Nothing in this Policy limits or overrides the rights afforded to consumers under the CPA.
11.2 Under the CPA, you are entitled to:
- Safe, good-quality products that are free of defects and hazards
- Accurate product information, labelling, and ingredient disclosure
- Fair, transparent, and honest dealing
- The right to return defective goods within 6 months of delivery in terms of section 56 of the CPA
11.3 If you believe your consumer rights have been violated and we are unable to resolve your complaint, you may contact:
National Consumer Commission (NCC) Website: www.thencc.org.za Telephone: 012 428 7000 Email: complaints@thencc.org.za
Consumer Goods and Services Ombud (CGSO) Website: www.cgso.org.za Telephone: 0860 000 272
12. Contact Us
For all return queries, claims, or complaints, please contact:
Customer Care — SYLK Skin Email: info@sylk-skin.co.za
Information Officer — Karen Ritchie Email: karen@sylk-skin.co.za Telephone: +27 71 234 5678 Physical Address: 51 Fisant Road, Dinokeng Game Reserve, Hammanskraal, 0400
Our operating hours for customer correspondence are Monday to Friday, 09:00–17:00 (excluding South African public holidays). We will endeavour to respond to all queries within 2 Business Days.
This Refund and Returns Policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008. It is effective as of 12 May 2026 and supersedes all previous returns policies published by SYLK Skin.