Refund policy

Returns and Refunds Policy

This policy outlines the conditions under which products may be returned, exchanged, or refunded, in compliance with the Consumer Protection Act No. 68 of 2008 (“the CPA”).

9.1. Returns Due to Defective or Damaged Products

Subject to Section 56 of the CPA, if You receive a product that is defective, damaged, or incorrect, You must contact us immediately, within 7 (seven) days of receiving your item.

  • Defects Covered: This includes products with a defective or leaking container (plastic or glass) or a faulty pump/nozzle mechanism.
  • Resolution: We will gladly collect the product at our own expense and provide you with a refund, replacement, or store credit, of the price it was purchased for.

9.2. Returns Due to Change of Mind

If, upon your order having left our premises within 24 hours of dispatching and  you no longer want the product(s) ordered, You may return them within 5 (five) days of receipt.

  • Procedure: Products must be returned to our physical address at your own expense.
  • Condition: The product must be unopened, unused, not damaged and the original packaging must be intact.
  • Resolution: Once received, it will be inspected and evaluated to ensure it was purchased from the Suramed Aesthetics store. We will then decide if it is eligible for a monetary refund.
  • For Sale items : If eligible, a sale product will be refunded at the sale purchase price not the original price.

9.3. Adverse Reactions to Active Ingredients

Products sold from Individual Manufactures by Suramed Aesthetics contain active ingredients, which may cause a transient, mild irritation of the skin upon initial use as everyone’s skin quality is different.

Procedure: We thus recommend the stoppage of the use of the product and contacting Suramed Aesthetics at info@suramed.org. We recommend prior to purchasing any product from the Suramed online store, to consult with Suramed Aesthetics first.

  • Severe Reactions & Liability: If You develop a severe adverse reaction, all responsibility and liability for the product's safety, failure, defect, or hazard rests solely with the original product manufacturer/brand.
  • Resolution: Refunds on products causing an adverse reaction will be judged on an individual basis and processed according to the terms in Section 9.5 and 9.7.

9.4. General Conditions and Guidelines

The above clauses are subject to the following reasonable guidelines, unless otherwise mandated by Section 56 of the CPA:

  • Proof of Purchase: You must include a copy of your receipt or proof of purchase and the reason for the return.
  • Exclusions: We cannot accept returns or issue refunds on:
    • Products that have been opened, damaged or used.
    • Gift cards cannot be refunded for monetary value.
    • Original shipping and handling charges are non-refundable (if applicable).
  • Purchase Source: Products must have been purchased directly from Suramed Aesthetics. Returns of products purchased from other retail outlets must be returned to the store where they were purchased.
  • Return Window Discrepancy: The maximum period for all returns is 7 days from the original order date depending on eligibility.

9.5. Product Use During Service

If any product purchased from Suramed Aesthetics is used on a customer during a service at your discretion, and an issue, defect, or adverse reaction arises from that use, all subsequent issues, liability, and necessary resolutions must be directed to the original product company/manufacturer. Our responsibility is limited to the terms outlined in Section 9.1 for product defects identified prior to use and 9.3 for adverse reactions.

9.6. How to Initiate a Return

To start a return request, please contact us at info@suramed.org. Items sent back without a prior return request will not be accepted.

  • Return Address: Once your return is accepted, packages must be sent with a tracking number to: 13 Rydalvale Drive, Phoenix, Durban, 4063, South Africa.

9.7. Refunds Processing

We will notify you once your returned item has been received and inspected. If the refund (for defective/damaged products) is approved, it will be automatically processed to your original payment method within 10 to 14 business days. Please allow additional time for your bank or credit card company to process and post the refund (up to 15 business days).

  • Inquiries: If more than 14 business days have passed since approval without receipt, please contact us at info@suramed.org.