Refund policy

 

Return & Refund Policy – Beauty 

 Governed by the Consumer Protection Act 68 of 2008 (CPA) and Electronic Communications and Transactions Act (ECTA)

1. Our Commitment

We want you to love what you buy. If something isn’t right, we’ll make it right within the limits of health, safety, and South African law.

2. Returns for Defective / Faulty Products

You have the right to return, replace, or get a refund for beauty products that are:

• Defective, leaking, contaminated, or not working as described

• Expired or damaged on arrival

• Not fit for the purpose it was marketed for

Timeframe: Within 30 days of delivery

How: Contact us with order number + photos of the issue within 48 hours of receiving.

We cover return shipping for confirmed defective items.

3. Returns for Change of Mind

For hygiene reasons, we can only accept returns of unopened, sealed beauty products.

Eligible:

• Unopened and sealed skincare, makeup, haircare, tools

• Returned within 7 days of delivery for online orders

• Returned within 14 days with receipt for in-store purchases

Not Eligible:

• Opened or used skincare, makeup, fragrance, cosmetics — for health and safety reasons

• Gift sets where one item is opened

• Clearance/sale items marked “final sale”

• Products damaged by customer

Cost: Customer pays return shipping. Refund issued minus original shipping cost.

4. How to Request a Return

1. Email/WhatsApp us 

◦ Order number

◦ Reason for return

◦ Photos if defective

2. We’ll confirm within 2 business days and send return instructions

3. Send items back in original packaging. Include invoice.

5. Refunds

Once we receive and inspect the return:

• Approved: Refund to original payment method within 7 working days

• Store credit: Available on request if you prefer

• Exchanges: Subject to stock availability

6. Allergies & Reactions

We cannot accept returns for adverse reactions. Please always do a patch test. If you have sensitive skin, contact us before buying and we’ll help you choose.

7. Damaged in Transit

Report within 24 hours with photos. We’ll replace or refund at no cost to you.

This policy complies with the CPA. If you believe your rights have been violated, contact the Consumer Goods & Services Ombud on 0860 000 272.