Refund Policy & Exchange policy
Last updated: May 2026
Our Commitment to Quality
Every Karoya Skincare product is handcrafted in small batches using carefully selected, high-quality ingredients. We take genuine pride in what leaves our hands, and we want you to love what arrives at your door.
General Policy
Due to the personal, hygienic, and perishable nature of our handmade products, we are unable to offer cash refunds once an order has been placed or a product has been opened. This is standard practice for handmade skincare and is in place to protect the integrity and safety of our products for all customers.
We encourage you to read all product descriptions, ingredient lists, and usage information carefully before purchasing. If you have any questions about a product before buying, please reach out — we are always happy to help you choose the right product for your skin.
When We Will Help
We will gladly offer an exchange or store credit in the following circumstances:
• Your order arrived damaged during shipping
• You received the wrong product
• There is a confirmed manufacturing defect or significant quality issue
If any of the above applies, please contact us within 48 hours of receiving your order, including:
• Your order details
• A clear description of the issue
• Photos where applicable
We will review every request with care and respond within 2–3 business days. Exchanges and store credits are offered at our discretion, but we will always aim to find a fair resolution.
Adverse Reactions
Our products are made with natural ingredients and are intended for external use only. Because individual skin sensitivities vary, we recommend doing a patch test before first use — especially if you have sensitive skin, known allergies, or a skin condition. Karoya Skincare cannot be held liable for adverse reactions resulting from use of our products. If you are unsure whether a product is suitable for you, please consult a healthcare professional before purchasing.
Custom and Personalised Orders
Custom orders are made specifically for you and cannot be refunded or exchanged, except where a confirmed defect or error on our part has occurred as described above.
Shipping Costs
Shipping costs are non-refundable, except in cases where the product was damaged in transit or an incorrect item was sent due to our error.
Get in Touch
If you have any concerns about your order, please don't hesitate to contact us. We are a small, owner-run business and we genuinely care about your experience with Karoya Skincare.
✉ KaroyaSoaps@gmail.com Somerset East, Eastern Cape, South Africa We aim to respond within 2–3 business days.
Karoya Skincare name when you get a chance, for consistency.