Refund policy

RETURN & REFUND POLICY (SOUTH AFRICA COMPLIANT)

1. OVERVIEW

This Return & Refund Policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (CPA) and applicable regulations. This policy applies to all purchases of hair care products made through HER ESSENCE.

By purchasing from HER ESSENCE, you agree to this policy.

2. GENERAL RETURN ELIGIBILITY

You may return products under the following conditions:

  • The item is returned within the specified return period (see sections below).

  • The product is in its original condition, unused, unopened, and in original packaging (unless defective).

  • Proof of purchase (receipt or order confirmation) is provided.

HER ESSENCE reserves the right to refuse returns that do not meet these conditions, except where required by law.

3. 7-DAY COOLING-OFF PERIOD (ONLINE SALES)

In accordance with Section 44 of the CPA:

  • Customers who purchased products online may cancel their order within 7 days of delivery without providing a reason.

  • Products must be returned unused and in original packaging.

  • The customer is responsible for return shipping costs unless the product is defective or incorrect.

Refunds will be processed within 7–14 business days after inspection of returned goods.

4. DEFECTIVE / DAMAGED PRODUCTS

Under Section 56 of the CPA (Implied Warranty of Quality):

Customers are entitled to return defective, unsafe, or poor-quality goods within 6 months of purchase.

You may choose one of the following remedies:

  • Repair

  • Replacement

  • Full refund

HER ESSENCE reserves the right to inspect the product before confirming the defect.

This applies where:

  • The product is contaminated, expired, or unsafe

  • Packaging failure caused product damage

  • Manufacturing faults exist

5. NON-RETURNABLE ITEMS

Due to hygiene and safety considerations, the following items cannot be returned unless defective:

  • Opened or used hair products (including shampoos, conditioners, oils, treatments)

  • Products with broken seals

  • Custom or personalized products

  • Clearance or sale items (unless defective)

6. ALLERGIC REACTIONS / SENSITIVITY

HER ESSENCE is not liable for allergic reactions or adverse effects where:

  • Ingredient lists were made available

  • Products were not used as directed

Customers are encouraged to perform a patch test prior to full use.

Returns relating to allergic reactions will be assessed in line with the CPA and at HER ESSENCE’s reasonable discretion.

7. INCORRECT ORDERS

If you receive an incorrect product:

  • Notify HER ESSENCE within 48 hours of delivery

  • We will arrange collection at our cost

  • A replacement or refund will be issued

8. REFUNDS

Refunds will be processed via the original payment method unless otherwise agreed.

HER ESSENCE may deduct:

  • Delivery/shipping costs (unless the return is due to our error or defective goods)

  • Handling fees where permitted by law

Refund timelines:

  • 7–14 business days after return approval

9. EXCHANGES

Exchanges are offered subject to stock availability.

  • Exchanges follow the same conditions as returns

  • Additional shipping fees may apply

10. RETURN PROCESS

To initiate a return:

  1. Email support.heressence@gmail.com with:

    • Order number

    • Reason for return

    • Photos (if defective/damaged)

  2. Wait for return authorization

  3. Send the product to the provided return address

Returns sent without authorization may be declined.

11. LIMITATION OF LIABILITY

To the fullest extent permitted under South African law:

  • HER ESSENCE is not liable for indirect, incidental, or consequential damages

  • Liability is limited to the purchase price of the product

Nothing in this policy limits your rights under the Consumer Protection Act.

12. FRAUD & ABUSE

HER ESSENCE reserves the right to:

  • Refuse returns where misuse or abuse of this policy is suspected

  • Decline refunds where products show signs of tampering, use, or fraud

13. GOVERNING LAW

This policy is governed by the laws of South Africa. Any disputes will be handled in accordance with South African legal jurisdiction.

14. CONTACT DETAILS

For returns, refunds, or queries:

Email: support.heressence@gmail.com
Phone: 083 237 2200
Address: Belhar, Cape Town, 7493

IMPORTANT NOTICE

This policy is aligned with the Consumer Protection Act (CPA). If any provision conflicts with applicable law, the law will prevail.

HER ESSENCE reserves the right to update or amend this policy at any time without prior notice.