Refund policy
REFINE BEAUTY – RETURN AND REFUND POLICY
Last updated: 20 August 2026
At REFINE Beauty, we want customers to receive products that are in good condition and match what was ordered. This policy is subject at all times to applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
CONTACT
For all return, refund, cancellation or product-related enquiries, contact:
REFINE Beauty
Email: refinebeautyza@gmail.com
Please include your order number, the product concerned, the reason for your request and, where relevant, clear photographs or videos showing the problem.
1. DEFECTIVE, DAMAGED OR UNSAFE PRODUCTS
Nothing in this policy limits any rights you have under South African consumer law.
Where goods fail to meet the quality standards required by the CPA, including where they are defective, unsafe, not reasonably suitable for their intended purpose, or not in good working order, customers may have the right to return the goods within six months after delivery.
Where the CPA applies, the customer may choose, as provided by law, between:
• repair;
• replacement; or
• refund.
Where the law requires REFINE Beauty to bear the cost and risk of returning defective goods, we will do so.
We ask customers to notify us as soon as reasonably possible after discovering a problem. Where damage is visible on delivery, notifying us within 48 hours and providing photographs helps us investigate the matter quickly. Failure to notify us within 48 hours does not remove any statutory rights you may have.
2. INCORRECT PRODUCTS
If REFINE Beauty sends you an incorrect product or incorrect variant, please contact us as soon as possible.
Where the error is ours, we will arrange an appropriate remedy and, where required by law, cover reasonable return costs.
3. CHANGE-OF-MIND / ONLINE COOLING-OFF RETURNS
Where the cooling-off provisions of ECTA apply to your transaction, and no statutory exception applies, you may cancel the transaction without giving a reason within seven days after receiving the goods.
Where permitted by law, the customer will be responsible only for the direct cost of returning goods under a change-of-mind cooling-off return.
Any refund due under ECTA will be processed within the period required by applicable law.
Please return products with all accessories, components and packaging where reasonably possible.
4. PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
Change-of-mind returns may be refused where an applicable statutory exception allows this, including goods which by their nature cannot reasonably be returned, personalised products, or other goods excluded by applicable law.
For hygiene and personal-care products, we may refuse a change-of-mind return after protective seals or hygienic packaging have been opened where this is permitted by law.
This does NOT limit a customer's rights in relation to defective, unsafe or incorrectly supplied products.
5. CUSTOMER DAMAGE AND MISUSE
REFINE Beauty may refuse a return or remedy to the extent permitted by law where the problem was caused after delivery by:
• misuse or abuse;
• accidental damage;
• improper storage;
• failure to follow supplied instructions;
• unauthorised modification or attempted repair;
• normal wear and tear where the product is not defective; or
• use inconsistent with the product's intended purpose.
This section does not apply where the customer has a statutory right to a remedy.
6. CANCELLATIONS BEFORE DISPATCH
Customers should contact refinebeautyza@gmail.com as quickly as possible if they wish to cancel an order.
We will attempt to cancel orders that have not yet entered sourcing, processing or dispatch.
Where an order has already entered processing, sourcing or dispatch, cancellation may not always be possible immediately and the applicable statutory return or cooling-off procedure may instead apply.
Any cancellation fee, if applicable to a specific lawful circumstance, will be reasonable and will only be charged where permitted by South African law.
7. REFUND METHOD
Approved refunds will normally be issued to the original payment method.
Refund processing times may vary depending on the bank or payment provider.
Shipping charges are not automatically refundable for ordinary change-of-mind returns unless required by law.
Where REFINE Beauty supplied defective or incorrect goods and applicable law requires us to cover associated costs, we will do so.
8. PROMOTIONAL AND FREE-GIFT ORDERS
Where an order qualified for a free promotional gift and the return of purchased products causes the original order to no longer meet the promotional qualification, REFINE Beauty may require the promotional gift to be returned unused with the returned goods, or may deduct the reasonable advertised value of the gift from a discretionary refund, but only to the extent permitted by law.
This provision does not reduce any statutory refund or warranty rights.
9. ABUSE OR FRAUDULENT RETURNS
REFINE Beauty reserves the right to investigate suspected fraudulent, manipulated or abusive return claims and may refuse non-statutory returns where there is reasonable evidence of fraud or abuse.
Nothing in this clause permits REFINE Beauty to refuse a return or remedy that is required by law.
10. CONTACT
Return and refund enquiries:
refinebeautyza@gmail.com