Last updated: 6 September 2026
At Cilla Skyn, the quality, safety and integrity of our products are important to us.
Because skincare, cosmetics, body care and personal-care products come into direct contact with the skin, we maintain strict hygiene and product-safety standards.
Please read this policy carefully before placing your order.
Cilla Skyn does not accept returns or exchanges of cosmetic, skincare, body care or personal-care products simply because you have changed your mind.
This includes, but is not limited to, situations where:
For hygiene and contamination-control reasons, opened, used, unsealed or tampered-with cosmetics cannot be returned or exchanged for change-of-mind reasons.
Please review the product description, ingredients, directions, skin-type recommendations and product size carefully before purchasing.
Nothing in this policy limits any consumer right that cannot lawfully be excluded under South African law.
If Cilla Skyn sends you a product that is different from the product shown on your confirmed order, we will correct the error.
Please contact us within 7 days of receiving your parcel and provide:
Where we confirm that an incorrect product was supplied by Cilla Skyn, we will arrange an appropriate replacement or refund.
Where a return of the incorrect product is required, Cilla Skyn will cover the reasonable return or collection cost.
Please do not open or use an incorrectly delivered product once you realise that the wrong item has been supplied.
Please inspect your order as soon as reasonably possible after delivery.
If a product arrives materially damaged, leaking, broken or otherwise compromised during delivery, please contact us as soon as possible, preferably within 48 hours of delivery.
Please provide:
We may request additional information so that we can assess the issue and, where relevant, raise the matter with our courier provider.
Once the issue has been assessed and validated, Cilla Skyn will provide an appropriate remedy in accordance with applicable consumer law.
Cilla Skyn products are manufactured and supplied subject to applicable consumer-protection requirements.
If you believe that a product is defective, contaminated, unsafe or materially fails to meet the standards that a consumer is legally entitled to expect, please stop using it and contact us.
We may ask you to provide:
Where a product is confirmed to fall within your statutory rights under applicable South African consumer law, Cilla Skyn will provide the remedy required by law.
Nothing in this Returns Policy excludes or restricts the implied warranty of quality or other statutory rights available under the Consumer Protection Act.
Every person’s skin is different.
A product being suitable for a particular skin type or concern does not guarantee that every individual will respond to the product in the same way.
An individual sensitivity, allergy, breakout, dislike of a product or adverse response does not automatically mean that the product is defective.
For this reason, Cilla Skyn does not ordinarily provide returns or refunds solely because:
We encourage customers to review ingredient lists carefully and patch test new products where appropriate.
If you experience significant irritation or an adverse reaction, discontinue use.
Where there is reason to believe that the reaction may have resulted from a defective, contaminated or unsafe product, please contact us so that the matter can be investigated.
This section does not limit your statutory rights.
Some Cilla Skyn formulations contain botanical oils, extracts, clays, salts, plant materials and other naturally derived ingredients.
Natural ingredients may vary slightly between batches.
As a result, reasonable variations may occur in:
These natural variations do not necessarily indicate that a product is defective.
Body butters, whipped creams, balms, oils and other temperature-sensitive products may soften, firm, partially melt or change texture when exposed to temperature fluctuations during transport or storage.
A texture change caused solely by temperature does not necessarily affect the quality or safety of the product and does not automatically constitute a defect.
If you believe a product has been materially compromised, please contact us with photographs so that we can assess it.
If you purchased a Cilla Skyn product from an authorised stockist, retailer or other third-party seller, please contact the business from which you purchased the product regarding the transaction.
Their returns process will ordinarily apply to the purchase, subject to applicable South African consumer law.
Cilla Skyn may still request product and batch information where a quality investigation is necessary.
Sale, promotional and discounted cosmetics are subject to the same hygiene rules as full-price products.
We do not accept change-of-mind returns or exchanges on sale products merely because the customer no longer wants the product.
This does not affect statutory rights relating to defective, unsafe or incorrectly supplied goods.
If you received a Cilla Skyn product as a gift, proof of purchase may be required before we can process a claim relating to an incorrect, damaged or defective product.
Refunds, where applicable, will ordinarily be processed through the original payment method used for the transaction.
Products should not be sent back to Cilla Skyn without first contacting our customer-care team.
Unauthorised parcels may not be accepted or may experience processing delays.
Where a return is approved, we will provide instructions regarding the appropriate return process.
Where Cilla Skyn delivered:
return or collection costs will be handled in accordance with applicable law and the circumstances of the claim.
Cilla Skyn will not cover return shipping merely because a customer changed their mind or ordered an unsuitable product where no statutory return right applies.
Where a refund is approved, it will ordinarily be processed to the original payment method where reasonably possible.
Banking and payment-provider processing times may apply after Cilla Skyn has issued the refund.
Delivery fees are not ordinarily refundable for change-of-mind requests except where required by applicable law.
Where the refund relates to an error by Cilla Skyn or another circumstance for which delivery fees must legally be refunded, the appropriate amount will be refunded.
If you have made an error when placing your order, contact us as soon as possible.
If your order has not yet entered fulfilment, we may be able to amend or cancel it.
Once an order has been processed, packed or dispatched, we cannot guarantee that it can be changed or cancelled.
Any statutory cancellation rights remain unaffected.
To protect all Cilla Skyn customers, returned personal-care products cannot simply be placed back into saleable inventory once their hygiene, seal or chain of custody has been compromised.
This is why we ask customers to select their products carefully before ordering.
For clarity: Cilla Skyn does not offer general returns or exchanges for cosmetics. Returns, replacements or refunds are considered where Cilla Skyn has supplied the incorrect product, where goods are materially damaged, defective or unsafe, or where applicable South African law otherwise requires us to provide a remedy.
To report an issue with your order, contact:
Cilla Skyn Customer Care
Email: Info@Cillaskyn.co.za
WhatsApp / Telephone: +27 64 911 1932
Please include your order number in all correspondence relating to an order.
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