Returns & Refunds Policy

At Handcrafted by J | Artisan Skincare, our products are handmade in small batches with care and attention to detail. We want you to be happy with your purchase and will always do our best to resolve any concerns fairly and reasonably.

Handmade Products

Because our products are individually handcrafted, no two products will be exactly the same. Small variations in colour, shape, size, texture, scent, pattern and appearance are a natural characteristic of handmade products and are not considered defects.

Please also note that photographs displayed on our website are representations of our products only. Due to the handmade nature of our products, the item you receive may differ slightly from the photograph shown online.

Change of Mind Returns

For hygiene and safety reasons, we generally cannot accept returns of products that have been opened, used or tampered with simply because you have changed your mind.

If you receive a product that is unopened and you wish to discuss a return or exchange, please contact us as soon as possible. Any return or exchange will be considered on a case-by-case basis and subject to applicable consumer law.

Damaged or Incorrect Orders

If your order arrives damaged, defective, unsafe or you receive the wrong product, please contact us as soon as possible.

Please provide:

- Your order number or proof of purchase
- A description of the problem
- Clear photographs of the product and packaging where applicable

We will assess the issue and, where appropriate, arrange a repair, replacement, exchange or refund in accordance with your rights under applicable South African consumer law.

Defective or Unsafe Products

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act, 2008 (Act 68 of 2008).

Where a product is defective, unsafe, of inferior quality or does not meet the applicable requirements of the law, you may have the right to return the product and request an appropriate remedy, including a repair, replacement or refund.

The Consumer Protection Act provides an implied warranty of quality and, in applicable circumstances, allows qualifying goods to be returned within six months of delivery where they fail to meet the required standards.

Products Affected by Incorrect Storage or Use

We cannot accept responsibility for changes to a product caused by incorrect storage, exposure to excessive heat, moisture, direct sunlight, contamination, misuse or failure to follow the care and usage instructions supplied with the product.

For example, lotion bars may soften or melt when exposed to high temperatures. This is a natural characteristic of the product and does not necessarily indicate that the product is defective.

Refunds

Where a refund is approved, the refund will be processed using the applicable payment method, where reasonably possible.

The timing of the refund may depend on the payment provider or financial institution used for the original transaction.

Contact Us

If you have a concern about your order, please contact us before returning any product so that we can assist you with the appropriate process.

WhatsApp: 082 227 3813

We value your support and appreciate the opportunity to make things right.

Handcrafted by J

Artisan Skincare

Handcrafted with care • Made in small batches • Made with love