Refund policy

Below is a South Africa-focused Return, Refund and Exchange Policy for an online beauty store. It is drafted to comply with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) while providing as much protection as reasonably possible to the seller. You should still have a South African attorney review your final Terms & Conditions before publication. (Acts Online)

Return, Refund and Exchange Policy

1. Introduction

This Return, Refund and Exchange Policy applies to all purchases made through [STORE NAME] ("we", "us", "our"). By placing an order on our website, you agree to this policy.

Nothing in this policy is intended to limit any rights that consumers may have under applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). (Acts Online)

 

 

2. Beauty Product Hygiene and Safety Policy

Because our products include cosmetics, skincare, beauty tools, personal care items and other hygiene-sensitive products, strict return conditions apply.

For health, hygiene and consumer safety reasons, we reserve the right to refuse returns where:

  • A product has been opened, used, tested, swatched or tampered with;

  • Safety seals, shrink wrap, protective packaging or hygiene seals have been broken or removed;

  • The product cannot reasonably be resold as new;

  • The product has been damaged after delivery due to misuse, neglect, improper storage or accidental damage.

This clause does not limit any statutory rights relating to defective, unsafe or incorrectly supplied goods.

 

 

3. Defective, Damaged or Incorrect Products

If you receive:

  • A defective product;

  • A damaged product;

  • A product that differs materially from what was ordered; or

  • An incorrect item,

you must notify us within 7 days of delivery and provide:

  • Your order number;

  • Photographs showing the issue;

  • A description of the problem.

Where required by law, and subject to inspection, you may be entitled to a repair, replacement or refund. Consumers generally have statutory protection regarding defective goods supplied in South Africa. (The Banking Association South Africa)

We reserve the right to inspect returned products before approving a claim.

 

 

4. Online Purchase Cooling-Off Rights

Where applicable under the ECTA, a customer may cancel an online transaction within 7 days after receiving the goods. The customer will be responsible for the direct cost of returning the goods. Refunds will be processed in accordance with applicable law. (Acts Online)

To exercise this right:

  • Written notice must be sent to shopzatrends@gmail.com;

  • The goods must be returned promptly;

  • Goods must be returned complete with all accessories, manuals, promotional items and original packaging where reasonably possible.

We reserve the right to deduct any amount permitted by law where goods are returned damaged beyond what is reasonably necessary to inspect them.

 

 

5. Products Not Eligible for Return

Unless required by law, the following products may not be returned:

  • Opened skincare products;

  • Opened cosmetic products;

  • Used makeup products;

  • False eyelashes once opened;

  • Beauty products with broken hygiene seals;

  • Personal care items that have come into contact with the body;

  • Clearance, promotional or discontinued items marked "Final Sale";

  • Gift cards and electronic vouchers;

  • Customised, personalised or specially ordered products.

Products returned in an unsellable condition may be rejected and returned to the customer at the customer's expense.

 

 

6. Change-of-Mind Returns

Apart from any statutory cooling-off rights, Shipping Policy

1. Shipping Provider

HAVEN BEAUTY uses Aramex Store-to-Door for all deliveries within South Africa.

2. Delivery Timeframes

Orders are typically processed and dispatched within 1–3 business days after payment has been confirmed.

Once dispatched, delivery generally takes 3-5 business days, depending on the destination, courier operations, and other factors.

Delivery timeframes provided on our website are estimates only and are not guaranteed.

Business days exclude weekends and public holidays.

3. Order Tracking

Where available, tracking information will be provided once your order has been dispatched.

Customers are responsible for ensuring that the shipping address and contact information provided at checkout are accurate and complete.

4. Delivery Delays

While we strive to ensure timely delivery of all orders, delays may occur due to circumstances beyond our reasonable control, including but not limited to:

  • Courier operational delays;

  • Adverse weather conditions;

  • Public holidays;

  • Strikes or labour disruptions;

  • Civil unrest;

  • High shipping volumes;

  • Remote delivery locations;

  • Force majeure events.

HAVEN BEAUTY shall not be liable for delays caused by Aramex or by circumstances beyond our reasonable control.

Nothing in this policy excludes any rights that consumers may have under applicable South African law.

5. Failed Deliveries

If a delivery cannot be completed due to incorrect address information, refusal of delivery, or the recipient being unavailable after reasonable delivery attempts, the parcel may be returned to us.

Additional shipping fees may apply for re-delivery.

6. Risk and Ownership

Ownership of products passes to the customer once full payment has been received.

Risk of loss or damage passes to the customer upon successful delivery to the delivery address provided at checkout.

7. Delivery Areas

We currently deliver to addresses within South Africa only, unless otherwise stated on our website.

Certain remote or outlying areas may require additional delivery time.

8. Shipping Fees

Shipping fees are displayed at checkout before payment is completed.

We reserve the right to amend shipping rates at any time without prior notice.

9. Contact Us

For shipping-related enquiries, please contact:

HAVEN BEAUTY
Email: shopzatrends@gmail.com
 does not accept returns for:

  • Buyer’s remorse;

  • Preference changes;

  • Colour selection errors;

  • Fragrance preference changes;

  • Products ordered incorrectly by the customer.

Any return accepted outside of legal obligations is entirely at our discretion and may be subject to:

  • A handling fee;

  • A restocking fee;

  • Courier charges;

  • Inspection and approval.

 

 

7. Return Procedure

To request a return:

  1. Email shopzatrend@gmail.com.

  2. Include your order number.

  3. Provide photographs if applicable.

  4. Await written return approval.

  5. Return the goods using our approved return process.

Returns sent without prior authorization may be refused.

 

 

8. Condition of Returned Goods

Returned goods must:

  • Be returned in their original condition;

  • Include all original packaging, accessories and inserts;

  • Not be damaged due to customer misuse;

  • Be securely packaged for transport.

We reserve the right to reject returns that do not meet these conditions where permitted by law.

 

 

9. Refund Processing

Approved refunds will be made using the original payment method where reasonably possible.

Refunds may be withheld until:

  • The returned goods are received; and

  • Inspection has been completed.

Shipping, courier and delivery charges are generally non-refundable unless the return results from our error or a valid legal claim.

 

 

10. Exchanges

Exchanges are subject to stock availability.

If replacement stock is unavailable, we may offer:

  • A refund;

  • Store credit; or

  • An alternative product of equal value where agreed by the customer.

 

 

11. Fraud Prevention

We reserve the right to:

  • Refuse suspicious return requests;

  • Require proof of purchase;

  • Investigate claims of damaged or missing products;

  • Limit excessive or abusive return activity;

  • Refuse service where fraud is reasonably suspected.

Any fraudulent return activity may be reported to the relevant authorities.

 

 

12. Contact Us

HAVEN BEAUTY
Email: shopzatrends@gmail.com
Website: www.havenbeauty.co.za

 

 

Additional protection for your store

For a beauty store, I strongly recommend adding these clauses to your website Terms & Conditions as well:

  • Limitation of liability for allergic reactions where ingredients are fully disclosed.

  • Customer responsibility to read ingredient lists before purchase.

  • Patch-testing recommendation before first use.

  • No liability for misuse or use contrary to instructions.

  • Courier risk and delivery claim procedures.

  • Chargeback and fraud prevention policy.

  • Product authenticity guarantee.

These clauses often provide more protection than the return policy itself.