Refund policy
Return & Refund Policy
1. Return Window
Customers may request a return within 7 days of delivery.
The return window starts from the date the courier confirms that the item was delivered.
Return window: 7 days from item delivered.
2. Return Eligibility
To qualify for a return, the item must be:
- Unused and in its original condition;
- Returned with all accessories, manuals, packaging, and included items;
- Free from damage caused by misuse, neglect, incorrect handling, or improper storage;
- Returned with proof of purchase or order confirmation.
Items that do not meet these conditions may be rejected or may qualify for only a partial refund.
3. Return Shipping Cost
Customers are responsible for arranging and paying for return shipping, unless the product received is confirmed to be defective, damaged, or incorrect.
Return parcels must be safely packaged to prevent damage during transit.
We recommend using a tracked courier service when returning items.
Return shipping: Customer provides and pays for return shipping.
4. Restocking Fee
A 10% restocking fee may be deducted from approved refunds for eligible change-of-mind returns.
This fee helps cover inspection, handling, repackaging, payment processing, and administration costs.
The restocking fee will not apply where South African consumer law requires another remedy, such as where a product is confirmed to be defective.
Restocking fee: 10% may apply to approved returns.
5. Non-Returnable Items
For hygiene and safety reasons, we may not accept returns on used hair styling tools, opened personal-care items, or items that show visible signs of use, unless the item is defective or required to be accepted by law.
The following items may also be non-refundable:
- Gift cards;
- Final-sale or clearance items;
- Items damaged by misuse, neglect, or incorrect use;
- Items returned incomplete or without original packaging.
6. Order Cancellations
Orders may be cancelled within 24 hours of placing the order, provided the order has not yet been fulfilled, packed, dispatched, or handed over to the courier.
Once an order has been fulfilled or dispatched, it can no longer be cancelled and must follow our standard return process.
Cancellation window: 24 hours for unfulfilled orders.
7. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number;
- Clear photos or videos of the issue;
- Photos of the packaging, if applicable;
- A short description of the problem.
Where a product is confirmed to be defective or incorrect, we will assist with a suitable remedy such as a repair, replacement, exchange, refund, or another fair resolution depending on the situation and applicable law.
8. Refund Processing
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to the original payment method where possible.
Approved refunds may exclude original shipping fees, return shipping costs, and any applicable restocking fee.
Please allow additional time for your bank or payment provider to reflect the refund after it has been issued.
9. Exchanges
Exchanges may be offered where stock is available and the returned item meets our return requirements.
If the requested replacement item is unavailable, we may offer a refund, store credit, or another suitable solution.
10. Failed Deliveries and Returned Parcels
If an order is returned to us because the customer was unavailable, provided an incorrect address, refused delivery, or failed to collect the parcel, additional courier fees may apply.
Original shipping fees, where applicable, may be non-refundable.
The customer may be required to pay a re-shipping fee before the parcel is sent again.
11. Results Disclaimer
Hair styling results may vary depending on hair type, hair condition, styling technique, heat setting, product use, and personal expectations.
A product will not be considered defective simply because individual styling results vary.
12. South African Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection laws.
Where a product is defective, unsafe, or not as described, your rights may differ from a standard change-of-mind return.
13. How to Request a Return
To request a return, please contact us before sending any item back.
Email: selfstyle.support@gmail.com
Contact Page: Available in the navigation menu on our website.
Business Hours: Monday – Friday, excluding public holidays.