Refund policy
Returns and Refunds Policy
Effective date: 07 August 2026
1. Overview
At Balmae Care, we are committed to delivering high-quality skincare products. Due to the hygienic and personal nature of our products, our refund and returns policy is strict and aligned with industry standards. By purchasing from Balmae Care you agree to the terms outlined below.
2. Returns & Exchanges
For hygiene reasons, we do not accept returns or exchanges for change of mind or where products have been opened or used. This does not affect your rights under the Consumer Protection Act in respect of defective or incorrectly supplied goods.
This policy exists to prevent contamination and ensure all customers receive safe, unused products.
3. Faulty, Damaged, or Incorrect Items
If you receive a product that is damaged or incorrect, you may qualify for a replacement or refund.
Please email us at balmaecare@outlook.com provide:
• your order number
• a description of the issue
• clear photos/videos of the product or issue
Once reviewed and approved, we will:
• Offer a replacement, or
• Issue a refund to your original payment method.
4. Allergic Reactions & Skin Sensitivity
Balmae Care cannot accept responsibility for individual allergic reactions or skin sensitivities.
We strongly recommend reviewing all ingredient lists before purchase and/or conducting a patch test before full use. Refunds or returns will not be issued for adverse skin reactions. If you experience a severe reaction, discontinue use immediately and seek medical advice.
Although we cannot accept responsibility for adverse reactions, please feel free to contact us with your experience as we always appreciate feedback.
5. Order Cancellations
Under reasonable conditions, Orders may be cancelled before dispatch for a full refund. Once an order has been forwarded to the Courier, it cannot be cancelled. To cancel an order, email balmaecare@outlook.com with your order number and banking details should a refund be required.
6. Shipping Costs
Original shipping fees are non-refundable. If a refund or return is approved for a faulty item, Balmae will cover reasonable return or replacement shipping costs.
7. Sale Items
Sale items cannot be returned or exchanged unless they are defective, incorrectly supplied, or otherwise protected under the Consumer Protection Act. Refunds (if applicable) will reflect the discounted price paid.
8. Refund Processing
Approved refunds will be processed to the original payment method. Please allow 7 business days for the refund to reflect in your account.
9. Contact Us
For all your concerns, responses can be expected between 09:00m -17:00m Monday to Thursday and 09:00m - 12:00pm on Fridays.
10. Policy Updates
Balmae Care reserves the right to update or modify this policy at any time. Changes will apply to orders placed after the updated policy is published.
11. Consumer Rights
Nothing in this policy overrides your rights under applicable consumer protection laws in South Africa.
By placing an order with Balmae Care, you acknowledge and agree to this Policy.