Refund & Return

Returns and Refund Policy

Effective Date: 1 July 2026

At Saxon Skincare, we take great pride in crafting premium tallow-based skincare products using carefully selected natural ingredients. We are committed to providing products of the highest quality and want you to be completely satisfied with your purchase. If you’re not completely satisfied with your first purchase, please contact us. We’ll do our best to make it right.

This Returns and Refund Policy explains when products may be returned and how refunds, replacements, and exchanges are handled.

1. Returning a Product

   Due to the personal and hygienic nature of skincare products, we are unable to accept returns of products that have been opened, used, or tampered with unless the product is defective or otherwise required by applicable consumer protection legislation.

   If your product arrives damaged, defective, or incorrect, please notify us within 7 days of receiving your order.

   To request a return, please email us at info@saxonskincare.co.za with:

   • Your order number;
   • A description of the issue;
   • Photographs of the product and packaging (where applicable); and
   • Your contact details.
2. Damaged or Incorrect Orders

   If you receive:

   • the wrong product;
   • a damaged product; or
   • a product with a manufacturing defect,

   we will, after assessing your claim, offer one of the following remedies:

   • Replacement of the product;
   • Exchange for the correct product; or
   • Full refund of the purchase price.

   Where a return is approved due to our error, Saxon Skincare will cover the reasonable return shipping costs.

3. Change of Mind

   If you have changed your mind about your purchase, you may request a return within 7 days of delivery, provided that:

   • the product is unopened;
   • the product is unused;
   • it is returned in its original packaging; and
   • It is in a resaleable condition.

   Once the returned product has been inspected and approved, a refund will be processed, less any original shipping charges permitted by law.

   The customer is responsible for the cost of returning products for change-of-mind requests.

4. Products That Cannot Be Returned

   For hygiene and safety reasons, we cannot accept returns of:

   • Opened or used skincare products;
   • Products that have been altered after delivery;
   • Products damaged due to misuse or improper storage;
   • Products returned without prior authorisation; or
   • Gift cards or promotional items, unless required by law.
5. Natural Product Variations

   Our products are handcrafted using natural ingredients.

   Minor variations in:

   • colour;
   • texture;
   • scent; or
   • consistency

   are normal and do not constitute defects.

   Similarly, tallow-based products may soften during hot weather or become firmer in cooler temperatures. These natural changes do not affect product quality or performance and are therefore not considered grounds for return.

6. Allergic Reactions and Skin Sensitivities

   Every individual’s skin is unique.

   We recommend conducting a patch test before first use.

   If you experience irritation or an allergic reaction:

   • discontinue use immediately; and
   • consult a healthcare professional if necessary.

   As individual skin sensitivities cannot be predicted, we cannot offer refunds for allergic reactions unless the product is found to have a manufacturing defect.

7. Refund Process

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

   Please allow 5–10 business days after approval for the refund to reflect, depending on your financial institution.

   Shipping charges are generally non-refundable unless the return results from our error or a defective product.

8. Exchanges

   We replace products only where:

   • the incorrect product was supplied;
   • the product arrived damaged; or
   • the product has a verified manufacturing defect.

   Exchanges are subject to product availability.

9. Order Cancellations

   Orders may be cancelled before dispatch.

   If your order has already been shipped, it will be treated as a return request in accordance with this policy.

10. Consumer Rights

    Nothing in this Returns and Refund Policy limits or excludes any rights available to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act.

11. Contact Us

    For any questions regarding returns or refunds, please contact us:

    Saxon Skincare
    Email: info@saxonskincare.co.za
    Telephone: +27 83 457 8278
    Website: www.saxonskincare.co.za