Refund policy

1. CHANGE-OF-MIND RETURNS

If you simply change your mind about a product, CharmBeauty may accept a return where permitted by law and subject to the conditions below.

Unless a different statutory right applies, change-of-mind returns must be requested within 5 days of delivery.

The product must:

  • Be unused and in its original condition;
  • Remain in its original, undamaged packaging where applicable;
  • Have all original seals, labels and accessories intact;
  • Not have been opened, tested or used where doing so would make the product unsuitable for resale or raise hygiene or health concerns; and
  • Be accompanied by reasonable proof of purchase.

CharmBeauty reserves the right to inspect returned products before approving a discretionary change-of-mind return.

Where a return is accepted solely as a change-of-mind return, the customer may be responsible for reasonable return delivery costs unless applicable law provides otherwise.

2. COSMETICS, SKINCARE & HYGIENE PRODUCTS

For health, hygiene and safety reasons, opened or used cosmetics, skincare, beauty tools or other personal-care products may not qualify for a change-of-mind return where the product cannot reasonably be resold in a hygienically safe condition.

This may include products such as:

  • Skincare products;
  • Makeup;
  • Lip products;
  • Eye products;
  • Applicators and beauty tools;
  • Products intended for direct contact with the skin;
  • Products with a broken safety seal; and
  • Other products where opening or use affects health or hygiene.

This restriction does not remove or limit a consumer's statutory rights regarding defective, unsafe, incorrectly supplied or otherwise non-conforming goods.

3. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS

If a product is defective, unsafe, or fails to meet the applicable requirements for good quality and fitness for purpose, please contact us as soon as reasonably possible after discovering the problem.

Under the CPA, consumers have an implied warranty of quality. Where applicable, a consumer may return qualifying defective, unsafe or poor-quality goods within six months of delivery, without penalty and at the supplier's risk and expense. Depending on the circumstances and the consumer's election under the CPA, the remedy may include repair, replacement or refund.

If a product has been repaired and the same or a further failure occurs within the applicable statutory period following the repair, the remedies provided by the CPA will apply.

Nothing in this policy limits these statutory rights.

4. WRONG PRODUCT RECEIVED

If we send you the wrong product, please contact us as soon as possible.

Once the error has been confirmed, CharmBeauty will arrange an appropriate remedy in accordance with applicable law, which may include:

  • Supplying the correct product;
  • Replacing the incorrect product; or
  • Providing a refund where applicable.

Where the incorrect product was supplied because of a CharmBeauty fulfilment error, CharmBeauty will cover the reasonable return and replacement costs.

5. PRODUCTS DAMAGED DURING DELIVERY

Please inspect your parcel when it arrives.

If your product appears to have been damaged during delivery, contact us as soon as reasonably possible and provide:

  • Your order number;
  • Photographs of the outer packaging;
  • Photographs of the damaged product;
  • Photographs of any visible damage to the parcel; and
  • A description of the problem.

Please retain the original packaging until the matter has been resolved, as it may be required for investigation with the courier.

Where the damage occurred before acceptance of delivery and CharmBeauty is responsible under applicable law, we will provide the appropriate remedy.

6. PRODUCT DOES NOT MATCH THE WEBSITE DESCRIPTION

Products supplied by CharmBeauty must correspond in all material respects with their description, sample or representation provided to the consumer, subject to applicable law.

If you believe that the product you received materially differs from what was advertised or ordered, contact us with your order details and supporting photographs.

We will investigate the matter and provide the remedy required by applicable law where the product does not conform to the applicable requirements.

7. ONLINE PURCHASES & COOLING-OFF RIGHTS

Because CharmBeauty operates online, certain transactions may be subject to statutory cancellation or cooling-off rights under South African law.

Where a statutory cooling-off right applies, CharmBeauty will honour that right in accordance with the applicable legislation.

Certain goods and circumstances may be excluded from a cooling-off right by law, including circumstances involving goods that cannot reasonably be returned for health, hygiene or other legally recognised reasons.

Where a consumer exercises a statutory cancellation right, the applicable statutory rules concerning the return of goods, costs and refunds will apply.

8. RETURNS THAT DO NOT QUALIFY

Subject always to statutory consumer rights, CharmBeauty may refuse a discretionary return where:

  • The product has been used or damaged by the customer;
  • A safety seal has been removed or broken where the product is hygiene-sensitive;
  • The product has been altered, modified or tampered with;
  • Damage resulted from misuse, negligence or failure to follow the manufacturer's instructions;
  • The product was damaged after delivery through circumstances outside CharmBeauty's responsibility;
  • The product is missing parts, accessories or packaging that are reasonably required for the applicable return;
  • The customer is returning the product solely because they no longer want it and no applicable statutory right requires us to accept the return; or
  • The return request does not meet the conditions of a discretionary return.

These exclusions do not apply where they would unlawfully restrict a consumer's statutory rights.

9. SALE ITEMS & PROMOTIONAL PRODUCTS

Sale, discounted and promotional products may be subject to the same statutory consumer protections as full-price products.

A discount or promotion does not remove a consumer's legal rights in relation to defective, unsafe or non-conforming goods.

Where a product was clearly sold in a particular condition and the consumer was informed of that condition and accepted it, the applicable provisions of South African law will determine what remedies remain available.

10. EXCHANGES

Where permitted by law, CharmBeauty may offer an exchange for an alternative product of equal or greater value.

If the replacement product costs more, the customer may be required to pay the difference.

If the replacement product costs less, any applicable refund will be handled in accordance with the circumstances and applicable law.

Where a consumer is entitled to a statutory remedy, the consumer's rights under applicable law will take precedence over this discretionary exchange process.

11. REFUNDS

Where a refund is approved or legally required, CharmBeauty will process the refund using the original payment method where reasonably possible.

The time for the funds to appear in the customer's account may depend on the payment provider, bank or card issuer.

Where a refund is required under legislation, CharmBeauty will process it within the period prescribed by the applicable law.

Where a return is approved solely as a discretionary change-of-mind return, any applicable delivery or return costs will be handled according to the terms communicated to the customer before the return is processed.

12. RETURN SHIPPING

Where a return is required because CharmBeauty supplied an incorrect, defective, unsafe or materially non-conforming product, CharmBeauty will be responsible for the reasonable return costs where required by law.

For discretionary change-of-mind returns, the customer may be responsible for reasonable return shipping costs, subject to applicable law.

Customers should not send products to CharmBeauty without first contacting us and receiving return instructions.

13. HOW TO REQUEST A RETURN

To request a return, please contact:

Email: support@charmbeauty.co.za
Business name: CharmBeauty

Please provide:

  1. Your full name;
  2. Order number;
  3. Product name;
  4. Date of purchase;
  5. Reason for the return;
  6. Photographs or videos where relevant; and
  7. Any other information reasonably required to assess the request.

We may request additional information where reasonably necessary to determine whether a product is defective, damaged or otherwise qualifies for a return.

14. RETURN INSPECTION

Returned products may be inspected to determine:

  • Whether the product corresponds with the order;
  • Whether the product is defective or damaged;
  • Whether the product has been used or altered;
  • Whether packaging or safety seals have been removed;
  • Whether the alleged problem is attributable to the product; and
  • What remedy is appropriate under applicable law.

An inspection does not remove or reduce any statutory consumer rights.

15. PRODUCTS DAMAGED BY MISUSE

CharmBeauty is not responsible for damage caused after delivery by misuse, abuse, negligence, unauthorised modification or failure to use a product in accordance with applicable instructions or warnings, to the extent permitted by law.

This does not exclude liability for a defect or failure that existed independently of the customer's conduct.

16. ALLERGIES, SENSITIVITIES & PERSONAL SUITABILITY

Customers are responsible for reviewing product descriptions, ingredient information, warnings and instructions before using a product.

Individual skin types and sensitivities differ. A customer's personal reaction to a product does not automatically establish that the product is defective.

If you experience an unexpected reaction or believe that a product may be unsafe or defective, discontinue use and contact CharmBeauty promptly with details of the product and your concern.

Where a product is alleged to be unsafe or defective, CharmBeauty will assess the matter in accordance with applicable law.

17. GIFT ORDERS

If an item was purchased as a gift, any refund will generally be made to the original purchaser/payment method, subject to applicable law.

The recipient may contact CharmBeauty regarding a qualifying exchange or return.

18. LOST OR UNDELIVERED PARCELS

If your order has not arrived within the stated delivery timeframe, please contact us so that we can investigate the shipment with the relevant courier or delivery provider.

Where CharmBeauty remains responsible for the goods under applicable law, we will take the appropriate steps to resolve the matter.

19. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

CharmBeauty reserves the right, to the extent permitted by law, to investigate suspected fraudulent or abusive return activity.

This may include situations involving:

  • Repeated false claims;
  • Deliberate damage to products;
  • Fraudulent proof of purchase;
  • Product substitution;
  • False claims that products were not delivered; or
  • Attempts to obtain refunds through dishonest representations.

Nothing in this section permits CharmBeauty to refuse a legitimate statutory consumer remedy.

20. OUR LEGAL RIGHTS

Nothing in this policy:

  • Excludes any consumer right that cannot legally be excluded;
  • Limits the Consumer Protection Act;
  • Limits the Electronic Communications and Transactions Act;
  • Excludes liability where exclusion is prohibited by law; or
  • Prevents a consumer from exercising any remedy available under South African law.

If any provision of this policy is found to be unlawful or unenforceable, that provision will be interpreted or severed to the extent necessary, while the remaining provisions will continue to apply.

21. CHANGES TO THIS POLICY

CharmBeauty may update this Returns, Refunds & Exchanges Policy from time to time.

The version published on our website at the time of your purchase will generally apply to that transaction, subject to any mandatory changes in applicable law.

22. CONTACT US

For questions regarding returns, refunds or exchanges:

CharmBeauty
Email: support@charmbeauty.co.za

Please include your order number whenever contacting us about an existing purchase.