Returns & Refund Policy

Last updated: 20.01.2026

At HairCareShop.co.za, we want you to shop with confidence. This Returns & Refund Policy explains when and how you may return products purchased from us, and how refunds are processed, in accordance with South African consumer law and Google Merchant Center requirements.

1. Eligibility for Returns

You may request a return or refund under the following conditions:

✔ Eligible Returns

Products may be returned if they are:

Damaged, defective, or incorrect upon delivery
Missing items from the original order
Unopened, unused, and in original sealed packaging, where applicable

✖ Non-Eligible Returns

For hygiene and safety reasons, we do not accept returns for:

Opened, used, or tampered haircare products
Products without original packaging or seals
Items returned due to personal preference (e.g. fragrance, texture, results)
Clearance or promotional items (unless defective)

2. Return Timeframes

Return requests must be submitted within 7 days of delivery
Claims for damaged, incorrect, or missing items must be reported within 48 hours of delivery

Requests submitted outside these timeframes may not be accepted.

3. How to Request a Return

To initiate a return, please contact us with the following details:

Email: support@haircareshop.co.za
Customer Service: +27 69 417 7762

Please include:

Your order number
A brief description of the issue
Clear photos of the product and packaging (if damaged or incorrect)

Do not return items without prior approval, as unapproved returns cannot be processed.

4. Return Shipping

If the return is due to our error (incorrect, damaged, or defective item), return shipping costs will be covered by HairCareShop.co.za
If a return is approved for any other valid reason, return shipping costs may be the customer’s responsibility

Returned items must be securely packaged to prevent damage during transit.

5. Inspection & Approval

All returned items are inspected upon receipt at our warehouse.

Once approved:

Refunds are processed within 5–10 business days
Refunds are issued to the original payment method
You will receive email confirmation once the refund has been completed

6. Refunds

Refund Coverage

Approved product returns: Full product refund
Failed or refused deliveries: Product value refunded only
Delivery fees: Non-refundable (unless delivery error is caused by us)

Please note:

Delivery fees, handling fees, and failed delivery charges are non-refundable
Refund timelines may vary depending on your bank or payment provider

7. Failed Delivery Returns

If a delivery fails after two unsuccessful attempts:

The parcel will be returned to our warehouse
A refund will be issued for the products only
Delivery fees remain non-refundable

8. Inspect on Delivery (Important)

We strongly recommend inspecting your parcel upon delivery.

If the parcel appears:

Damaged
Opened
Tampered with

You have the right to refuse delivery and notify us immediately.

Failure to report visible delivery damage within the stated timeframe may affect eligibility for a return or refund.

9. Exchanges

We do not offer direct exchanges.
If eligible, the original item must be returned and refunded before a new order is placed.

10. Contact Us

If you have any questions about returns, refunds, or deliveries, please contact us:

📧 support@haircareshop.co.za
📞 +27 69 417 7762