Refund and Returns Policy

Refund and Returns Policy

Effective Date: 27 April 2026

1. Overview
This policy explains how to return products purchased from BeautyOnTApp, the conditions that apply, and how refunds are processed. This policy is governed by South Africa's Consumer Protection Act 68 of 2008 ("CPA").

2. Return Window
You may request a return within 40 calendar days of delivery.

3. Hygiene-Sensitive Personal Care Products
For health and hygiene reasons, opened or used personal care products (including skincare, makeup applied to skin, oral care, and intimate care items) cannot be returned unless they are defective, damaged on arrival, or do not match what was ordered. This restriction does not affect your statutory rights under the CPA.

4. Condition Requirements
To qualify for a return, items must be:
- In original, unopened, and sealed packaging
- Unused and in the same condition as received
- Accompanied by proof of purchase (order number or invoice)

5. Non-Returnable Items
- Gift cards
- Services (skin analysis, hair analysis, treatments)
- Original shipping and delivery fees (unless the return is due to our error)

6. Defective or Damaged Items
If your item arrives defective, damaged, or incorrect, contact us within 7 days of delivery with photographic proof. We will arrange collection at our cost and provide a replacement, repair, or refund in accordance with Sections 55 and 56 of the CPA.

7. How to Initiate a Return
1. Email customer@beautyontapp.co.za with your order number, the item(s) you wish to return, and the reason.
2. Wait for our return authorisation and instructions (usually within 2 business days).
3. Ship the item to, or drop it at our head office:
   BeautyOnTApp Returns
   128 Leslie Avenue
   Fourways
   2191
   South Africa
   Or drop at any of our 6 stores: Gateway Umhlanga, Fourways Mall, Mall of Africa, Menlyn Park, Sandton City, Canal Walk.
4. Once received, we inspect the item within 5 business days and notify you of approval or rejection.

8. Return Shipping Costs
- For defective, damaged, or incorrectly shipped items: BeautyOnTApp covers return shipping.
- For change-of-mind returns: the customer pays return shipping. The original delivery fee is non-refundable.

9. Refunds
Once your return is approved, a refund will be issued via EFT to your original payment method within 7 business days of inspection. You will receive an email confirmation when the refund is processed.

10. Late or Missing Refunds
If you have not received your refund within 10 business days of approval, please contact customer@beautyontapp.co.za and we will investigate immediately.

11. Exchanges
Exchanges are available for defective, damaged, or incorrect items. To request an exchange, email customer@beautyontapp.co.za with your order number.

12. Sale Items
Sale items follow the same return rules as regular-priced items for defects, damage, or our error. Change-of-mind returns on sale items are accepted only if the item is unopened, sealed, and in original packaging.

13. Allergic Reactions
If you experience an adverse reaction, stop using the product and contact customer@beautyontapp.co.za. We cannot offer refunds for personal sensitivities once a product has been used (for hygiene reasons), but our team will help you find a suitable alternative. Your statutory rights under the CPA remain unaffected.

14. International Returns
For international orders shipped via DHL Express, customers are responsible for return shipping and any customs duties incurred. Contact customer@beautyontapp.co.za before returning.

15. In-Store Returns
Online orders may be returned in person at any of our 6 stores: Gateway Umhlanga, Fourways Mall, Mall of Africa, Menlyn Park, Sandton City, or Canal Walk. Bring your order confirmation and the item in original packaging.

16. Contact
- Customer support: customer@beautyontapp.co.za
- Orders: orders@beautyontapp.com