Defective Goods, Adverse Reactions and Returns or Refund Policy

We want to keep you satisfied, which is why at Isa Carstens Aesthetics®, we offer a 30-day money back guarantee for all our products, to our customers starting from the day you place your order. We want you to feel comfortable being on your journey to a balanced skin, using our high-quality products.

What We Stand By

Money Back Guarantee

If you are unhappy with your purchase for any reason, contact us within 30 days of purchase we will give you the option to either return that item for a refund or return that item for store credit so that you can find the right product for you.

Returns or Refund Policy

1. Subject to s56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if you have received a product from Isa Carstens Aesthetics® and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact us within ten (10) working days of delivery and we will gladly provide you with a refund, replacement or store credit after we have received the product. All products must be returned to the physical address provided below under “RETURNS ADDRESS”
2. Some products (such as many anti-ageing creams) contain active ingredients. Many of these products can cause transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of our products, please contact us and an experienced somatologist will endeavour to resolve any adverse reactions.
3. Upon delivery, if You no longer want the product you have ordered, you may return it to our physical address within 30 days of order date, and we will gladly provide you with a refund, replacement or store credit after we have received the product. All products must be returned to the physical address provided below under “RETURNS ADDRESS”
4. Subject to Section 56 of the CPA , the above clauses in our Returns or Refund Policy are subject to the following reasonable guidelines:
   4.1. Products must be returned within 30 days of the order date.
   4.2. Please include a copy of your receipt (or a note with your order #, name, email address, and phone number and customer number) and your reason for returning the product(s).
   4.3. We cannot accept returns or issue refunds if the above information is not included.
   4.4. Original shipping and handling charges are non-refundable (if applicable) and the return shipping fee is for the customer’s account.
5. Please send any products for return or exchange to:
   5.1. Attention: Operations Manager. Isa Carstens Aesthetics® (Pty) Ltd, Aan de Gragt Building, 5 Plein Street, Stellenbosch, Western Cape, 7600
   5.2. Telephone: t: +27 (0)21 883 9777