Return of Beauty & Cosmetic Products Policy
(Aligned with the South African Consumer Protection Act, 2008)
We are committed to offering high-quality beauty and cosmetic products. In line with the Consumer Protection Act, 2008 (CPA), our returns policy ensures fairness while upholding health, hygiene, and safety standards.
1. General Conditions for Returns
- Any discrepancies or issues with your order must be reported within 72 hours of receiving the products.
- You may return items within 10 business days of delivery, provided they:
- Are unopened, unused, and in original condition,
- Are returned in their original packaging,
- Were not purchased on clearance or marked as non-returnable.
2. Non-Returnable Items (Health & Hygiene)
Due to the sensitive nature of skincare, we do not accept returns or exchanges on items that have been:
- Opened, unsealed, or used,
- Unless they are faulty or defective as outlined in section 55(2) of the CPA.
This is in accordance with section 20(3)(a) of the CPA, which protects against the return of products that pose a health risk once opened or used.
3. Defective or Faulty Products
If a product is found to be defective, damaged, it may be returned within 6 months from the date of purchase from us for:
- A refund,
- A replacement as per sections 55 and 56 of the CPA.
A product may be considered defective if it:
- Is not suitable for its intended use
- Contains a manufacturing fault,
- Has a shorter-than-expected shelf life,
All returns will be inspected before any refund or replacement is approved.
4. Return Costs
- If the return is due to a quality issue or our error, we will cover the return shipping cost.
- If the return is due to a change of mind, the customer is responsible for return delivery fees.
- A 5% handling fee may apply if returned items are not received in acceptable condition.
5. Cooling-Off Period (For Direct Marketing Only)
If you purchased a product as a result of direct marketing, you have the right to cancel the purchase within 5 business days of receiving it. The product must be:
- Unopened, unused, and in original packaging.
- Return shipping costs may apply, as permitted under section 20(6) of the CPA.
6. How to Initiate a Return via the B2B portal:
- Please log into your B2B portal.
- Click on support.
- Complete the form and submit.
7. Credit Notes and Replacements
- A credit note will be issued once the returned product is received and approved.
- Replacement of products is at our discretion based on product availability and inspection outcome.
8. Promotional Purchases
Items purchased during special offers, sales, or promotional periods are only eligible for return or exchange while the promotion is active.
Once the promotion has ended, these items will no longer qualify for return, exchange, or credit — unless found to be defective in line with our standard warranty conditions.
9. Exclusions
We are unable to accept returns for the following:
- Allergic reactions, unless caused by undisclosed ingredients,
- Misuse or incorrect application of products,
- Negligent storage (e.g., storing products in direct sunlight),
- Expired products due to delayed use after purchase.
- Damage due to misuse, failure to follow product instructions (treatment protocol), or negligent handling.