Refund policy

Customer satisfaction is our top priority at Willa Krause Skin Care. If you are not completely satisfied with an online purchase, you may return it to us under the conditions below, and we will refund or credit you — the choice is yours.

This policy applies to orders placed on www.willakrauseskincare.co.za. Products bought from an Independent Willa Krause Consultant or salon must be returned to that consultant or salon.

Change of mind (7 days)

  • You may return an item within 7 days of receiving it.
  • Items must be unopened, unused and sealed, in their original packaging, and in a resalable condition.
  • For hygiene and safety reasons, we cannot accept change-of-mind returns on skin care, health care or hair care products that have been opened, used or had their seal broken.
  • Sale, promotional and clearance items may not be returned for a change of mind, but they remain covered for defects (see below).
  • Gift vouchers are not refundable.

Damaged, defective or incorrect items

Please inspect your order when it arrives. Contact us within 48 hours if an item is damaged in transit, leaks, or is not what you ordered, and include a photo of the item and packaging.

In line with the Consumer Protection Act, if a product is defective within 6 months of delivery, you may choose a repair, replacement or refund. This does not apply to reactions caused by misuse, or to products used contrary to the label. If you experience skin irritation, stop using the product and contact us so we can help.

How to return an item

  1. Email orders@krause.co.za or call 012 544 1300 with your order number and the reason for the return.
  2. Wait for our return confirmation. Items sent back without a confirmed return request will not be accepted.
  3. Pack the items in their original packaging, with labels attached. Alternatively, place them in a clean plastic bag and seal it securely. If there is more than one parcel, tie them together.
  4. Send the items to the address below.

WK Online (Pty) Ltd t/a Willa Krause Skin Care
71 Tian Street, Rynoue AH, Pretoria, 0038

Returns received in unsafe or non-original packaging, or not in resalable condition, may be refused or delayed.

Return shipping costs

  • Change of mind: you are responsible for the cost of returning the item to us.
  • Our error (damaged, defective or incorrect items): we will arrange and pay for collection and re-delivery.

Original delivery fees are not refundable, except where the return is due to our error.

Refunds

We will let you know once we have received and inspected your return, and whether the refund is approved. Approved refunds are paid to your original payment method within 10 business days. Your bank may take additional time to reflect the refund.

If 15 business days have passed since your return was approved and you have not received your refund, please contact us at orders@krause.co.za.

Exchanges

The fastest way to get a different product is to return the original item and, once the return is accepted, place a new order.