Refund policy

Satin Mane Beauty – Returns & Refund Policy

At Satin Mane Beauty, we are committed to providing high-quality beauty and hair care products. This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 (“CPA”) of South Africa while also protecting Satin Mane Beauty from misuse, abuse, and fraudulent claims.

By placing an order with Satin Mane Beauty, you agree to the terms below.

1. GENERAL RETURNS

We accept eligible returns within 7 calendar days of delivery for unused products that meet the conditions below.

To qualify for a return:

  • The item must be unused, unworn, and in its original condition
  • The item must be returned in its original packaging
  • All accessories, manuals, charging cables, and inserts must be included
  • Proof of purchase/order number must be provided

For hygiene and safety reasons, certain items may not be returned once opened or used.

2. NON-RETURNABLE ITEMS

The following items are not eligible for return unless defective:

  • Opened or used hair tools
  • Hair accessories that have been worn or used
  • Products damaged through misuse, negligence, dropping, improper storage, or unauthorized modifications
  • Clearance, sale, promotional, or marked-down items
  • Gift cards or promotional vouchers
  • Products returned without original packaging or proof of purchase

Due to hygiene regulations, Satin Mane Beauty reserves the right to refuse returns that may pose health or contamination risks.

3. DEFECTIVE OR DAMAGED PRODUCTS

In accordance with Section 56 of the Consumer Protection Act, customers are entitled to return defective products within 6 months of purchase if the product:

  • has a manufacturing defect,
  • is unsafe,
  • or fails to perform as reasonably expected under normal use.

If your product is genuinely defective:

  • We may inspect, test, or assess the product before approving a refund or replacement
  • Products showing signs of accidental damage, misuse, water damage, abuse, improper charging, power surges, or unauthorized repairs will not qualify
  • Satin Mane Beauty reserves the right to repair, replace, or refund at our discretion where permitted by law

Normal wear and tear does not qualify as a defect.

4. CHANGE OF MIND RETURNS

We do not provide refunds for:

  • buyer’s remorse,
  • incorrect product selection,
  • dissatisfaction due to unrealistic expectations,
  • or failure to read product specifications.

However, at our discretion, we may allow an exchange or store credit for unused products returned within 7 days.

Shipping fees are non-refundable.

Customers are responsible for return shipping costs unless the item is confirmed defective.

5. RETURN PROCESS

To request a return, customers must email:

support@satinmanebeauty.com

Include:

  • Full name
  • Order number
  • Reason for return
  • Photos/videos where applicable

Returns sent without prior approval may be refused.

Approved returns must be shipped within 5 business days after authorization.

6. REFUNDS

Once your return is received and inspected:

  • Approved refunds will be processed to the original payment method within 7–14 business days
  • Original delivery/shipping fees are non-refundable
  • If a returned item is found not to be defective or eligible for refund, the customer may be responsible for return shipping costs

Satin Mane Beauty reserves the right to partially refund products returned damaged, incomplete, or not in original condition where legally permissible.

7. EXCHANGES

Exchanges are subject to:

  • stock availability,
  • product inspection,
  • and approval by Satin Mane Beauty.

We reserve the right to decline exchanges where abuse of the policy is suspected.

8. DELIVERY ISSUES

Customers must report:

  • missing items,
  • incorrect orders,
  • or delivery damage

within 48 hours of delivery confirmation.

Failure to report within this period may result in the claim being declined.

9. FRAUD & ABUSE PROTECTION

To protect our business from fraudulent activity:

  • We reserve the right to refuse returns showing signs of misuse or policy abuse
  • Excessive return patterns may result in refusal of future orders
  • False defect claims may be rejected after inspection/testing

Any intentional fraudulent activity may be reported where applicable.

10. LIMITATION OF LIABILITY

To the maximum extent permitted under South African law:

  • Satin Mane Beauty shall not be liable for indirect, incidental, or consequential damages arising from product use
  • Customers are responsible for using products according to instructions and safety guidelines
  • Results may vary depending on hair type, usage habits, and maintenance

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