Protea Beauty Return & Refund Policy

Effective Date: 2026

At Protea Beauty, we want every customer to love their purchase. We carefully select and package every product to ensure you receive your order in perfect condition.

This Return & Refund Policy explains your rights as a customer and the procedures for requesting a return, replacement, or refund.

This policy applies to purchases made through the Protea Beauty website and is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

1. General Return Requirements

To request a return, customers must contact Protea Beauty within the applicable return period and provide:

• Your order number;

• Proof of purchase;

• A description of the issue;

• Clear photographs or videos where applicable;

• Any other information reasonably required to assess the return request.

Products must be returned using the approved return process provided by Protea Beauty. Returns sent without prior approval may not be accepted.

Customers are responsible for ensuring returned products are securely packaged to prevent damage during transit.

2. Change-of-Mind Returns

We understand that sometimes customers change their minds about a purchase.

Where a customer wishes to return a product because they no longer want it, the following conditions apply:

• The return request must be made within the legally applicable period;

• The product must be unused, unopened, and in its original condition;

• All seals, protective packaging, labels, and accessories must remain intact;

• The product must be suitable for resale.

Due to health, hygiene, and safety considerations, opened or used beauty products cannot be returned for a change-of-mind refund.

This includes (but is not limited to):

• Skincare products;

• Serums;

• Facial treatments;

• Masks;

• Makeup products;

• Lip products;

• Beauty tools that have been used on the skin;

• Products where hygiene seals or protective packaging have been removed.

Returns that do not meet these requirements may be refused.

3. Beauty & Hygiene Product Returns

For safety and hygiene reasons, Protea Beauty cannot accept returns of products that have been:

• Opened;

• Used;

• Tested on the skin;

• Removed from sealed packaging;

• Altered in any way;

• Damaged after delivery due to customer handling.

This restriction exists to protect all customers and ensure that every product sold by Protea Beauty is new, unused, and hygienically safe.

Nothing in this section limits a customer's rights relating to defective, unsafe, or incorrectly supplied products under applicable South African consumer law.

4. Damaged, Incorrect, or Faulty Products

If you receive:

• The wrong product;

• A damaged product;

• A product with missing items;

• A defective product;

• A product that does not match the description provided;

please contact Protea Beauty within 7 days of delivery with:

• Your order number;

• Photos/videos showing the issue;

• Details of the problem.

Where appropriate, Protea Beauty may provide:

• A replacement product;

• A repair or remedy where applicable;

• A refund in accordance with applicable consumer laws.

Customers should not return defective items before receiving instructions from Protea Beauty.

5. Consumer Rights Under South African Law

Nothing in this policy removes, limits, or excludes any rights you may have under South African consumer protection legislation.

Where goods are defective, unsafe, or fail to meet legal requirements, customers retain their rights and remedies provided under applicable law.

Where an online transaction qualifies for cancellation under the Electronic Communications and Transactions Act, customers may exercise applicable cooling-off rights subject to the requirements and exclusions contained in that legislation.

6. Refund Process

Once a return has been received and inspected, Protea Beauty will notify you of the outcome.

If your refund is approved:

• Refunds will be processed using the original payment method where possible;

• Refund processing times may vary depending on your payment provider or bank;

• Refunds will only be issued after the returned product has been received and assessed.

Protea Beauty reserves the right to refuse refunds where:

• The product does not meet return requirements;

• The product has been used or damaged after delivery;

• The return request falls outside applicable legal requirements;

• The issue was caused by misuse, incorrect storage, or failure to follow product instructions.

7. Return Shipping Costs

For approved returns:

Customer Change-of-Mind Returns

The customer is responsible for reasonable return shipping costs unless otherwise agreed.

Faulty, Incorrect, or Damaged Orders

Where Protea Beauty is responsible for the issue, reasonable return costs may be covered or reimbursed.

Customers should not send products back without first contacting Protea Beauty.

8. Incorrect Use of Products

Protea Beauty is not responsible for reactions, dissatisfaction, or damage resulting from:

• Incorrect use of a product;

• Failure to follow instructions;

• Use of products outside their intended purpose;

• Individual skin sensitivities or allergies.

Customers are responsible for reviewing ingredients and determining whether a product is suitable for their personal needs.

If you have sensitive skin, allergies, or concerns, we recommend performing a patch test before full use.

9. Promotions, Bundles & Gift Items

Where an order includes promotional items, free gifts, bundles, or discounts:

• Products included in a bundle must generally be returned together;

• Partial returns may affect promotional pricing;

• Free gifts may need to be returned if the qualifying purchase is refunded.

10. Contact Us

For all return enquiries, please contact:

Protea Beauty
Email: [Insert Email Address]
Website: [Insert Website]

Please include your order number in all communication so we can assist you efficiently.

11. Policy Updates

Protea Beauty reserves the right to update this Return & Refund Policy from time to time.

Any updates will be published on this page with the effective date displayed above.

Your continued use of our website after changes are published constitutes acceptance of the updated policy.

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