Refund policy

Clera Skin wants you to have clear information about returns before making a purchase.

This policy explains our change-of-mind returns process and how we handle products that arrive damaged, defective, or incorrect. Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after delivery if the product is eligible for return.

To qualify for a change-of-mind return, the product must generally be:

  • unused and in its original condition;
  • returned with its original packaging, accessories and included items; and
  • accompanied by proof of purchase or sufficient order information.

Please contact Clera Skin before sending a return so that we can provide the appropriate instructions.

Skin-contact and used devices

For hygiene reasons, facial devices that have been used or have come into contact with the skin are generally not eligible for a change-of-mind return.

This restriction applies to change-of-mind returns and does not remove any rights that may apply where a product is defective, damaged, incorrect or otherwise subject to applicable consumer protection law.

Return shipping for change-of-mind returns

For an approved change-of-mind return, the customer is responsible for the ordinary cost of returning the product to the return location provided by Clera Skin.

Clera Skin does not charge a restocking fee for an eligible return.

We recommend using a trackable return method where appropriate. Clera Skin cannot take responsibility for a return parcel that is lost before reaching the designated return location.

Damaged, defective or incorrect products

If your product arrives damaged, appears to be defective, or you receive an incorrect item, please contact Clera Skin as soon as reasonably possible.

Include:

  • your order number;
  • a description of the issue; and
  • photographs or other relevant information where this can help us assess the problem.

Please keep the product, packaging and included accessories while the matter is being assessed.

Where a return is required because a product is damaged, defective or incorrect, Clera Skin will cover reasonable return costs where applicable.

We will work with you on the appropriate remedy in accordance with the circumstances and any rights available under applicable consumer law.

Items that cannot normally be returned for change of mind

A change-of-mind return may be declined where:

  • the device has been used or has come into contact with the skin;
  • the product has been damaged after delivery through misuse, neglect or improper handling;
  • parts, accessories or packaging have been materially removed or are missing; or
  • the product is otherwise no longer in a condition suitable for an eligible change-of-mind return.

These exclusions do not override rights that may apply to defective, damaged or incorrectly supplied products.

How to request a return

To request a return, contact Clera Skin through our Contact page.

Please include your:

  • name;
  • order number;
  • reason for the return; and
  • relevant information or photographs if the product is damaged, defective or incorrect.

If the return is accepted, we will provide instructions for the next steps and, where necessary, the appropriate return location.

Please do not send a product to an address without first receiving return instructions from Clera Skin.

Refunds

Once an eligible returned product has been received and assessed, we will let you know the outcome.

Where a refund is approved, it will be issued to the original payment method, where reasonably possible.

The time required for a refund to appear after it has been processed may depend on your bank or payment provider.

Original delivery charges are not applicable where standard delivery was provided free of charge.

Exchanges

Clera Skin does not currently operate a general change-of-mind exchange programme.

If you receive a damaged, defective or incorrect product, contact us, and we will assist with the appropriate next steps based on the circumstances.

Cancellations and order changes

If you need to request a cancellation or change to an order, contact Clera Skin as soon as possible.

We will try to assist where possible, but we cannot guarantee that an order can be cancelled or changed once processing or fulfilment has begun.

Contact us

For return, refund or product-issue enquiries, please use the Contact page.

We aim to respond within 1–2 business days.