Refund policy

Refund and Returns Policy

Pastry Skincare (PTY) LTD stands behind every product we make. This policy explains your right to return, exchange, or refund items purchased from pastryskincare.co.za or our authorised stockist BeautyOnTApp.

This policy operates alongside your statutory rights under the Consumer Protection Act 68 of 2008 ("CPA"). Nothing in this policy limits your rights under the CPA.

30-day return window

You may return most products within 30 days of receipt for a refund, exchange, or store credit, provided the product is:

• Unopened, unused, and in its original packaging
• Free of damage caused after delivery
• Accompanied by proof of purchase (order number or tax invoice)

To start a return, email customer@pastryskincare.co.za with your order number, the item(s) you wish to return, and the reason. We will respond within 2 business days with return instructions.

Hygiene exception for opened products

For health and safety reasons, we cannot accept returns of opened or used cosmetic products unless they are defective. This exception is consistent with industry practice and the South African Health Products Regulatory Authority (SAHPRA) guidance for personal-care products.

Sealed bundles, gift sets, and trial kits must be returned with all components unopened and intact.

Defective, damaged, or incorrect items

Under CPA Section 56, you have the right — within 6 months of delivery — to return any item that is defective, unsafe, or not as described. We will, at your election, repair, replace, or refund the item at no cost to you.

If your order arrives damaged, incomplete, or you receive the wrong item, contact us within 7 days at customer@pastryskincare.co.za. Please include photographs of the product and packaging. We will arrange collection at our cost.

Skin reactions and sensitivity

Pastry Skincare products are formulated to be gentle, but skin reactions can occur in rare cases. If you experience irritation, redness, or any adverse reaction:

1. Discontinue use immediately
2. If symptoms are severe, seek medical advice
3. Email us at customer@pastryskincare.co.za with details of the reaction, the product, and your order number

We assess reaction-related returns on a case-by-case basis. Where appropriate, we offer store credit, a partial refund, or a different product better suited to your skin. We may request photographs and may ask whether the product was patch-tested before full use.

We always recommend a 24-hour patch test on the inner forearm before applying any new product to a larger area, particularly for sensitive skin.

How to return your item

You can return eligible items using one of the following methods:

1. By courier: we will share return courier details once we approve your return. For non-defective returns, the cost of return shipping is yours to bear. For defective, damaged, or incorrect items, return shipping is on us.
2. In person at any BeautyOnTApp store: Mall of Africa (Midrand), Sandton City, Fourways Mall, Menlyn Park (Pretoria), Gateway (Umhlanga), or Canal Walk (Cape Town). Bring your tax invoice and the item in original packaging.

Refund timing and method

Once we receive and inspect your return, we will notify you of the outcome within 3 business days. Approved refunds are processed to the original payment method within 7 to 14 business days, depending on your bank or card issuer.

If you elected store credit, it is issued immediately on approval and does not expire.

Items not eligible for return

• Opened or used cosmetic products (except where defective)
• Products purchased on final-sale or clearance, where clearly marked at the time of sale
• Gift cards
• Items returned more than 30 days after delivery (other than CPA Section 56 defective claims within 6 months)

Cancellations and order changes

You may cancel an order before it is dispatched at no cost. Email orders@pastryskincare.co.za as soon as possible. Once your order has been handed to the courier, the return process above applies.

Address changes after dispatch cannot be guaranteed. If a parcel is returned to us due to an incorrect address, we will reach out and may charge re-delivery fees.

Disputes

If you are dissatisfied with our handling of a return, you may escalate the matter to:

• The Consumer Goods and Services Ombud (CGSO) — cgso.org.za
• The National Consumer Commission — thencc.gov.za

Contact

Pastry Skincare (PTY) LTD
128 Leslie Avenue, Sandton 2191
Customer support: customer@pastryskincare.co.za
Order queries: orders@pastryskincare.co.za
Phone: +27 10 596 1470

Last updated: 1 May 2026