Refund & Returns Policy

Last Updated: 17 August 2026

Deluxe Beauty Shop (Pty) Ltd wants you to be satisfied with your purchase. This policy explains how returns, exchanges and refunds are handled.

Nothing in this policy is intended to remove or restrict any rights you have under the South African Consumer Protection Act 68 of 2008 (CPA), Electronic Communications and Transactions Act 25 of 2002 (ECTA), or any other applicable law.

1. Unwanted Products

Where permitted by applicable law, you may request to return an unwanted product provided that:

• The product is unused;
• The product has not been opened where opening would make it unsuitable for resale;
• The product is in its original condition;
• The original packaging, labels and accessories are included where applicable; and
• The return request is made within the applicable period.

Certain beauty, cosmetic and hygiene products may not be eligible for return once opened or used because of health, hygiene or contamination concerns, except where the product is defective, unsafe, incorrectly supplied, not as described, or where another statutory right applies.

2. Online Cooling-Off Rights

Certain electronic transactions may qualify for cancellation within the statutory cooling-off period provided by ECTA.

Where a statutory cooling-off right applies, the customer may exercise that right in accordance with the applicable legal requirements.

Where the law requires the customer to return the goods, the customer must do so in accordance with the applicable requirements.

3. Defective Products

If a product is defective or fails to meet the requirements of applicable consumer law, please contact us as soon as reasonably possible after discovering the problem.

Depending on the circumstances and applicable law, the available remedy may include:

• Repair;
• Replacement; or
• Refund.

We may need to inspect the product to determine the nature of the defect.

A defect does not include damage caused by misuse, negligence, incorrect installation or application, unauthorised modification, normal wear and tear, or failure to follow product instructions, where applicable.

4. Incorrect Product

If we send you the wrong product, please contact us as soon as possible.

Where the incorrect product was supplied by us, we will arrange an appropriate remedy in accordance with applicable consumer law.

Where appropriate, this may include:

• Replacement with the correct product; or
• A refund.

We may arrange collection or provide return instructions.

5. Products Damaged During Delivery

Please inspect your order when it arrives.

If a product appears to have been damaged during delivery, contact us as soon as possible and provide:

• Your order number;
• A description of the damage; and
• Photographs of the product and packaging where possible.

We will investigate the matter and provide an appropriate remedy where the damage is our responsibility or otherwise covered by applicable consumer law.

6. Change-of-Mind Returns

For products that are eligible for a change-of-mind return, the product must generally be unused, unopened where applicable, and in a resalable condition.

Beauty and hygiene products that have been opened or used may not be eligible for change-of-mind returns where exclusion is permitted by law.

The customer may be responsible for return delivery costs for a voluntary change-of-mind return where permitted by law.

7. Exchanges

Where an exchange is permitted, the replacement product will be subject to availability.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, the applicable difference may be refunded.

8. Non-Returnable Products

Subject to statutory consumer rights, products may not be accepted as unwanted returns where they have been:

• Opened or used and are no longer hygienically suitable for resale;
• Damaged through customer misuse;
• Contaminated after delivery;
• Altered or modified;
• Returned without required components or accessories; or
• Damaged through improper storage or handling by the customer.

This section does not exclude rights relating to defective, unsafe, incorrectly supplied or misdescribed products.

9. How to Request a Return

Before sending any product back, please contact us.

Returns Email: [INSERT BUSINESS EMAIL]

Please provide:

• Full name;
• Order number;
• Product name;
• Reason for the return;
• Photographs where relevant; and
• Any other information reasonably required to assess the request.

Do not send a return to an address unless we have provided or confirmed the return instructions.

10. Return Inspection

Returned products may be inspected before a refund, replacement or exchange is processed.

Inspection does not affect any statutory consumer rights.

11. Refunds

Where a refund is approved, the refund will normally be made using the original payment method where reasonably possible.

Processing times may depend on the payment provider or financial institution.

We will process approved refunds within the period required by applicable law.

Where a refund is required because of a defective, incorrectly supplied or otherwise legally refundable product, the applicable consumer-law requirements will apply.

12. Delivery Charges

Where a return is required because we supplied an incorrect product, or where a product is defective or otherwise covered by a statutory remedy, we will deal with delivery costs in accordance with applicable law.

For voluntary change-of-mind returns, the customer may be responsible for return delivery costs where permitted by law.

13. Refunds for Cancelled Orders

If an order is cancelled before dispatch and the cancellation is accepted, we will refund the amount paid for the cancelled order, subject to applicable law and the terms applicable to the transaction.

14. Promotional Items

If a customer returns a product that was purchased as part of a promotion, bundle or discount offer, the refund or exchange may need to take the promotional terms into account.

This will not affect any statutory rights.

15. Return Fraud and Abuse

We reserve the right to investigate suspected fraudulent or abusive return activity.

This does not affect legitimate consumer rights under South African law.

16. Statutory Rights

This policy is not intended to limit rights granted to consumers under South African law.

Where this policy conflicts with a mandatory consumer right, the applicable law will prevail.

17. Contact Details

For returns, refunds or exchanges:

Deluxe Beauty Shop (Pty) Ltd
Email: [INSERT BUSINESS EMAIL]
Telephone: [INSERT TELEPHONE NUMBER]
Physical Address: [INSERT PHYSICAL BUSINESS ADDRESS]
Website: https://deluxebeautyshop.co.za/