Returns & Refunds Policy
At HairCareShop.co.za, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help—because healthy hair and happy customers go hand-in-hand.
Return Eligibility
We accept returns within 7 calendar days of the delivery date, provided that:
- The product is unused, unopened, and in its original packaging
- The item is not on our list of non-returnable products (see below)
- You provide proof of purchase (order confirmation email or invoice)
- The product is not damaged (unless it arrived damaged)
Please note that due to hygiene regulations, we cannot accept returns on opened or used hair care products.
Non-Returnable Items
The following products cannot be returned:
- Opened or used items
- Hair products with broken seals
- Items marked “final sale” or “non-returnable”
- Gift cards and promotional items
How to Return an Item
- Email us at support@haircareshop.co.za with your order number and reason for return.
- Our team will guide you through the return process and provide the return delivery address.
- Once we receive the returned item and inspect it, we’ll initiate a refund or exchange depending on your preference.
Please note:
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Refunds
Once your return is received and approved, your refund will be processed within 5–7 business days. Refunds will be issued using your original method of payment.
If your item was damaged during delivery, please contact us within 48 hours of receiving it, and include clear photos of the item and packaging.
Exchanges
We offer exchanges for eligible items (same value or more). Please note that exchanges are subject to stock availability at the time of the request.
Damaged or Incorrect Orders
If you received a wrong item, missing item, or something arrived damaged:
- Please email us within 48 hours of delivery at support@haircareshop.co.za
- Include photos and your order number so we can resolve the issue as quickly as possible.
Summary
| Return Window | 7 days from delivery date |
|---|---|
| Refund Method | Original payment method |
| Conditions | Unused, unopened, in original packaging |
| Shipping for Returns | Customer’s responsibility (unless faulty) |
| Refund Processing Time | 5–7 business days after item received |
Shipping & Delivery FAQs
How long does delivery take?
We aim to deliver within 2–4 working days from the time your order is confirmed. Delivery times may vary by location and courier availability.
Do you deliver across South Africa?
Yes! We offer nationwide delivery. Simply enter your postal code at checkout to confirm eligibility.
We do not deliver to P.O. Box addresses.
What happens if I miss my delivery?
If no one is available at the time of delivery, the courier will leave a notice and contact you to reschedule.
⚠️ A second delivery fee may apply. If delivery fails again, your parcel will be returned and refunded—excluding the delivery fee.
Can I change my delivery address after ordering?
Unfortunately, no. Once your order is placed, we are unable to change the delivery method or address.
Do you deliver on weekends or public holidays?
No, deliveries are only made Monday to Friday during office hours (8am–5pm).
Can I return a product if I don’t like it?
We accept returns on unused, unopened items within 7 days. See our Returns Policy for full details.
What if my order arrives damaged or incomplete?
Contact us within 48 hours at support@haircareshop.co.za with photos and your order number. We’ll resolve it as quickly as possible.
Are delivery fees refundable?
Delivery fees are non-refundable, even if your parcel is returned due to failed delivery attempts.
How much is the delivery fee?
Our delivery fees are based on your location and order weight. The final fee is shown at checkout before you pay.
Do you offer click & collect?
Not at the moment. We are an online-only store offering door-to-door delivery.