Refund policy

RETURN & REFUND POLICY

We want you to be happy with your purchase. This Return & Refund Policy explains how returns, cancellations, exchanges and refunds are handled for orders placed through our online store.

This policy is subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable South African laws. Nothing in this policy limits any consumer right that cannot lawfully be excluded.

1. CANCELLATION OF ONLINE ORDERS

Where the statutory cooling-off right under section 44 of ECTA applies, you may cancel your online purchase of goods within 7 days after receiving the goods, without giving a reason.

If you exercise this right, you are responsible for the direct cost of returning the goods to us. We will refund payments made in accordance with the applicable law.

This cooling-off right is subject to the exclusions provided by applicable law.

2. SKINCARE PRODUCTS AND HYGIENE

For hygiene and product-safety reasons, we recommend that skincare products remain unopened and unused if you intend to return them.

Where a product has been opened or used, your statutory rights are not affected. We will assess the return in accordance with applicable South African consumer law, including the circumstances and reason for the return.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is damaged, defective, unsafe, incorrect, or does not correspond with what you ordered, please contact us as soon as reasonably possible.

Please provide:
- Your order number
- Your name and contact details
- A description of the issue
- Clear photographs of the product and packaging where applicable

We will assess the issue and provide an appropriate remedy in accordance with applicable South African consumer law.

4. CHANGE-OF-MIND RETURNS

Where a return is permitted under applicable law, the product should be returned in its original condition, with its original packaging where reasonably possible.

For a qualifying ECTA cooling-off cancellation, the direct cost of returning the product is the customer's responsibility.

5. REFUNDS

Once a return or cancellation has been approved, refunds will be processed using the applicable payment method where reasonably possible.

Where a statutory refund period applies, we will process the refund within the period required by law.

Please note that the time taken for the funds to appear in your account may depend on your bank or payment provider.

6. EXCHANGES

Where permitted by law, we may offer an exchange for an eligible product.

If the product is defective, damaged, incorrect or otherwise covered by a statutory consumer remedy, we will provide the remedy required by applicable law.

7. PRODUCTS THAT CANNOT BE RETURNED

Certain products may be excluded from a statutory cooling-off right where an exclusion under applicable law applies, including goods that by their nature cannot be returned or goods likely to deteriorate or expire rapidly.

Any such exclusion will not affect other consumer rights that may apply.

8. HOW TO REQUEST A RETURN OR REFUND

Please contact us before sending any product back.

Include your:
- Full name
- Order number
- Product purchased
- Reason for the return or cancellation
- Photographs where relevant

We will provide return instructions where a return is applicable.

Please do not send products to an address obtained from a third party or without first contacting us.

9. CONTACT US

For return, refund or cancellation enquiries, please contact us through the contact details provided on our website.

We reserve the right to update this policy from time to time, provided that any update remains subject to applicable South African consumer law.