Returns & refunds

We want you to feel confident ordering from us. Here is exactly how returns, refunds and faulty items work.

25-day peace of mind

You have 25 days from delivery to return your mask for a full refund, provided it is unopened and still sealed in its original packaging, with all accessories and inserts included and undamaged.

For hygiene reasons we cannot refund a mask that has been opened or used, or a serum whose seal has been broken. This does not affect your rights if the item is faulty — see below.

If your item is faulty

If your mask arrives damaged or develops a fault, we will replace it rather than refund it. Every mask carries a 2-year warranty honoured here in South Africa.

• Message us with your order number and a short video or photo of the issue.
• We arrange collection or ask you to send it back — we cover the cost.
• Once we confirm the fault, a replacement is shipped to you free of charge.

The warranty does not cover accidental damage, liquid damage, drops, unauthorised repairs or normal wear.

How to start a return

1. Contact our Johannesburg support team at rebornbeautycustomersupport@gmail.com with your order number and reason.
2. We confirm the return and send you the return address.
3. Send the item back safely. For change-of-mind returns the return shipping is for your account; for faulty items it is on us.
4. Once we receive and check the item, we process your refund to the original payment method within 5–10 working days.

Terms of sale

The terms of sale and checkout terms you agree to when placing an order are shown by our checkout provider during the payment step.