Refund policy

Return & Refund Policy

At The Self Society, we take pride in providing premium hair care products and accessories. If you are not completely satisfied with your purchase, we're here to help while ensuring our policies comply with South African consumer legislation.

1. Your Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights you have under the Consumer Protection Act, 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act, 25 of 2002 ("ECT Act"), or any other applicable South African law.

2. Change of Mind Returns

If you change your mind about your purchase, you may request a return within 7 calendar days of receiving your order.

To qualify:

  • The item must be unused.
  • The item must be unopened (where hygiene seals exist).
  • The item must be in its original packaging.
  • All accessories, manuals and promotional items must be included.
  • Proof of purchase is required.

Once the returned item has been inspected and approved, we will issue either:

  • Store Credit; or
  • A refund to your original payment method (at our discretion where legally permitted).

Return Shipping

Unless the return is due to our error, the customer is responsible for:

  • Return courier costs
  • Secure packaging of the item
  • Any risk of damage during return shipping

Original shipping charges are non-refundable.

3. Cooling-Off Period (Online Orders)

In accordance with the Electronic Communications and Transactions Act, customers purchasing online may cancel an order within 7 days after delivery.

Where applicable:

  • Products must be returned unused and in their original condition.
  • The customer is responsible for return shipping costs.
  • We may deduct the direct cost of returning the goods where permitted by law.

This cooling-off right does not apply to products excluded under South African law.

4. Damaged During Delivery

If your order arrives damaged:

Please notify us within 48 hours of receiving your order.

Email us with:

  • Your order number
  • Photographs of the damaged product
  • Photographs of the packaging
  • A brief description of the issue

Failure to report transit damage within 48 hours may affect our ability to claim against the courier.

5. Incorrect Items Received

If we sent the wrong item, we will:

  • Arrange collection where necessary
  • Send the correct item
  • Cover all reasonable shipping costs

Please notify us within 7 days of delivery.

6. Hygiene Products

For health and hygiene reasons, we cannot accept returns on:

  • Opened hair care products
  • Used brushes
  • Used styling tools
  • Used hair accessories
  • Any product where the hygiene seal has been broken

Unless:

  • The wrong product was supplied.
  • Required under applicable South African law.

7. Non-Returnable Items

The following cannot be returned:

  • Gift cards
  • Clearance or final sale items (unless otherwise required by law)
  • Personalized products
  • Products damaged through misuse
  • Products altered after delivery

8. Refund Processing

Once your return has been received and inspected:

Approved refunds will be processed within 7–10 business days.

Refunds will only be made using the original payment method unless otherwise agreed.

Banks and payment providers may require additional processing time.

9. Exchanges

We currently offer exchanges only for incorrect items supplied.

If you would like a different product, colour or variation, please return the original item (subject to this policy) and place a new order.

10. Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been shipped, it cannot be cancelled and must instead follow the return process outlined above.

11. Items That Cannot Be Refunded

Refunds will not be issued where:

  • The product has been used beyond reasonable inspection.
  • The product has been intentionally damaged.
  • The product has been altered.
  • The product has been used contrary to its intended purpose.
  • Damage resulted from misuse, negligence or improper storage.
  • The product was purchased from an unauthorized reseller.

12. Return Process

To initiate a return:

Please contact our customer support team before sending any items back.

Include:

  • Order Number
  • Full Name
  • Reason for Return
  • Photographs (if applicable)

Returns sent without prior authorization may experience delays in processing.

13. Shipping Costs

Shipping costs are non-refundable except where:

  • The incorrect item was supplied.
  • The return is caused by our error.

14. Inspection of Returns

All returned items are inspected before refunds or replacements are approved.

We reserve the right to decline a return where:

  • The item does not meet the conditions in this policy.
  • The item has been used beyond reasonable inspection.
  • The item is returned incomplete.
  • The item is damaged after delivery through customer misuse.

15. Contact Us

For all return or refund enquiries, please contact:

The Self Society

Email: info@theselfsociety.co.za

Response Time: 1–2 Business Days