At HairPlush, we want our customers to have a positive experience with our products while maintaining a fair, transparent and legally compliant returns process.

This Refund & Returns Policy explains when products may be returned, when refunds or replacements may be provided, and how HairPlush handles complaints concerning damaged, defective, unsafe, incorrect or otherwise non-compliant products.

This policy applies to purchases made through the HairPlush online store unless otherwise stated.

Nothing in this policy is intended to exclude, waive, restrict or limit any consumer right, remedy or protection that cannot lawfully be excluded, waived, restricted or limited under South African law.

1. IMPORTANT INFORMATION ABOUT HAIRPLUSH PRODUCTS

HairPlush products are cosmetic and personal-care products intended for scalp and hair care.

HairPlush products are not medical cures and are not intended to replace diagnosis, treatment or advice from a qualified healthcare professional.

HairPlush does not guarantee that a product will cure, eliminate or permanently resolve a medical, scalp or skin condition.

Individual results vary from person to person.

Results may be affected by individual circumstances including scalp condition, hair type, skin sensitivity, frequency of use, method of use, lifestyle and other factors.

Statements concerning the potential benefits of HairPlush products are not guarantees that every customer will achieve the same result.

Customers should read the product label, ingredient information and directions for use before using a HairPlush product.

2. YOUR STATUTORY CONSUMER RIGHTS

HairPlush respects all consumer rights provided by applicable South African law.

Depending on the circumstances of a transaction, consumers may have rights under legislation including:

• The Consumer Protection Act 68 of 2008 ("CPA"); and
• The Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Nothing in this policy removes or limits a statutory right that cannot lawfully be removed or limited.

Where any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.

3. ONLINE ORDERS AND THE ECTA COOLING-OFF RIGHT

Certain online transactions may be subject to the cooling-off provisions of the ECTA.

Where the statutory cooling-off right applies, a consumer may cancel a qualifying transaction without giving a reason and without penalty within the period prescribed by the ECTA, subject to the requirements and exclusions contained in the legislation.

Under section 44 of the ECTA, the cooling-off period for qualifying goods transactions is generally seven days after receipt of the goods.

The ECTA provides that the direct cost of returning the goods may be charged to the consumer.

The cooling-off right is separate from the CPA's statutory warranty relating to defective or non-compliant goods.

HairPlush will assess cancellation requests according to the transaction, the product concerned and the applicable law.

4. VOLUNTARY CHANGE-OF-MIND RETURNS

A voluntary change-of-mind return is different from a statutory return relating to defective, unsafe or non-compliant goods.

Where no statutory right requires HairPlush to accept a return, HairPlush may offer a voluntary change-of-mind return subject to this policy.

A voluntary change-of-mind return may be accepted where the product is:

• Unopened;
• Unused;
• Sealed;
• In its original packaging;
• In a clean and resalable condition;
• Free from damage, contamination or tampering; and
• Accompanied by valid proof of purchase.

HairPlush reserves the right to refuse a voluntary change-of-mind return where these conditions are not satisfied.

This section does not affect any statutory consumer right.

5. THE CUSTOMER PAYS FOR VOLUNTARY CHANGE-OF-MIND RETURNS

Where HairPlush accepts a voluntary change-of-mind return, the customer is responsible for the direct cost of returning the product to HairPlush.

HairPlush will not reimburse or refund the customer's return shipping costs for a voluntary change-of-mind return unless HairPlush agrees otherwise in writing.

The customer is responsible for ensuring that the product is securely packaged and safely returned.

The customer should use a reliable delivery service that provides tracking where possible.

HairPlush is not responsible for loss or damage occurring during a return shipment arranged by the customer, except where applicable law provides otherwise.

This section applies only to voluntary change-of-mind returns and does not apply where applicable law requires HairPlush to bear the return cost.

6. OPENED OR USED COSMETIC PRODUCTS

HairPlush products are cosmetic and personal-care products.

For hygiene, safety and product-integrity reasons, HairPlush generally does not accept voluntary change-of-mind returns where a product has been opened, unsealed or used.

This includes situations where a customer:

• Opened the product and subsequently changed their mind;
• Used the product and no longer wants it;
• Dislikes the fragrance;
• Dislikes the texture;
• Decides the product is personally unsuitable;
• Expected a different cosmetic result; or
• Used the product and is dissatisfied with their personal results.

This restriction applies to voluntary change-of-mind returns only.

It does not remove or restrict statutory rights relating to defective, unsafe or non-compliant goods.

7. COOLING-OFF RIGHTS AND USED PRODUCTS

Where a valid statutory cooling-off right applies, HairPlush will process the cancellation in accordance with the applicable legislation.

A cooling-off right is different from the six-month CPA statutory warranty.

The six-month CPA warranty is not an extended cooling-off period and does not provide a general right to return a used product simply because the customer changed their mind.

8. THE SIX-MONTH STATUTORY WARRANTY

The CPA provides an implied warranty concerning the quality of goods.

Section 55 addresses requirements concerning goods being reasonably suitable for their intended purpose, of good quality, free from defects and reasonably durable, among other requirements.

Section 56 provides an implied warranty of quality for six months after delivery, subject to the provisions of the CPA.

Where goods fail to satisfy the applicable statutory requirements within that period, the consumer may have the right to return the goods without penalty and at the supplier's risk and expense.

Where the statutory requirements are satisfied for a valid section 56 claim, the consumer may be entitled to the remedy provided by the CPA, including repair or replacement or a refund, depending on the circumstances and the consumer's statutory rights.

9. THE SIX-MONTH WARRANTY IS NOT A MONEY-BACK GUARANTEE

The six-month statutory warranty is not a six-month money-back guarantee.

It does not mean that a customer can use a HairPlush product for up to six months and automatically request a refund for any reason.

The statutory warranty concerns whether the goods satisfy applicable statutory requirements relating to matters such as quality, safety, suitability, defects and durability.

It is not a guarantee that:

• A customer will achieve a particular result;
• A scalp concern will disappear;
• Hair will grow at a particular rate;
• A customer will experience a particular cosmetic improvement;
• A customer will achieve results within a particular period;
• A customer will like the fragrance;
• A customer will like the texture; or
• The product will meet every individual's personal expectations.

10. DISSATISFACTION WITH PERSONAL RESULTS

HairPlush products are personal-care products and individual results may vary.

A customer not achieving their expected result does not, by itself, establish that the product is defective.

Examples include:

• "It didn't work for me."
• "My scalp is still itchy."
• "My flakes didn't disappear."
• "My hair didn't grow."
• "My scalp condition did not improve."
• "I expected faster results."
• "I finished the bottle and didn't get the result I wanted."
• "I don't like the smell."
• "I don't like the texture."
• "I changed my mind."
• "I don't want it anymore."

These circumstances do not automatically establish a product defect.

Where a customer alleges that the failure is caused by a defect, safety issue or failure to meet applicable statutory requirements, HairPlush will assess the complaint accordingly.

11. PRODUCTS THAT HAVE BEEN FULLY USED

HairPlush sells consumable cosmetic products which may be used up before the end of the six-month statutory warranty period.

A customer may therefore contact HairPlush after partially or completely using a product.

The fact that a product has been used or consumed does not, by itself, determine whether a statutory claim is valid.

At the same time, the fact that a product has been used or consumed does not automatically entitle the customer to a refund.

For example:

A customer purchases HairPlush and uses the entire bottle over two months.

The customer later states:

"I finished the bottle and my scalp problem did not improve. I want a refund because I'm still within six months."

This is not automatically a valid refund claim merely because it is within six months.

HairPlush may assess whether the customer is alleging an actual product defect or failure to satisfy applicable statutory requirements, or whether the complaint is dissatisfaction with personal results.

Where a valid statutory remedy applies, HairPlush will comply with the applicable legal requirements.

12. PRODUCT DEFECT AND QUALITY COMPLAINTS

A customer who believes that a HairPlush product has a genuine defect, safety problem or quality issue should contact HairPlush.

Examples of issues that may require investigation include:

• Abnormal contamination;
• A material manufacturing defect;
• Significant packaging or seal failure;
• A product supplied in a materially compromised condition;
• A product materially different from the product ordered;
• A product failing applicable statutory requirements; or
• Other circumstances indicating that the product itself may not meet applicable requirements.

HairPlush will assess the specific complaint rather than automatically accepting or rejecting it.

13. HOW HAIRPLUSH ASSESSES SIX-MONTH CLAIMS

When a customer makes a statutory product-quality complaint, HairPlush may reasonably request information relevant to assessing the complaint.

This may include:

• Order number;
• Proof of purchase;
• Purchase date;
• Delivery date;
• Product name;
• Batch or lot number, where available;
• Photographs of the product;
• Photographs of the packaging;
• Photographs of the alleged defect;
• Description of the alleged problem;
• Details concerning storage;
• Details concerning how the product was used;
• Whether the instructions were followed; and
• Other reasonable information relevant to the complaint.

The information requested will depend on the nature of the complaint.

HairPlush will take into account the fact that its products are consumable and may have been partially or fully used.

14. A FULLY CONSUMED PRODUCT DOES NOT AUTOMATICALLY MEAN A REFUND

HairPlush will not treat every complaint involving a consumed product as a valid warranty claim.

For example, a customer who:

• Consumes the entire product;
• Does not experience the result they wanted; and
• Requests a refund solely because they are dissatisfied

does not automatically qualify for a refund under the six-month statutory warranty.

However, HairPlush will not state that a statutory claim is automatically invalid solely because the product has been consumed.

The actual nature of the complaint must be assessed.

15. PRODUCT USAGE AND STORAGE

Customers must use HairPlush products in accordance with the instructions supplied with the product.

Customers should also store products according to the instructions on the packaging.

When assessing a complaint, HairPlush may consider circumstances such as:

• Use contrary to supplied instructions;
• Excessive or inappropriate use;
• Improper storage;
• Exposure to unsuitable conditions;
• Contamination after opening;
• Mixing with other substances contrary to instructions;
• Unauthorised alteration of the product; or
• Other circumstances occurring after the product left HairPlush's control.

Where permitted by applicable law, these circumstances may be relevant when determining whether an alleged failure is attributable to the product.

16. IRRITATION, SENSITIVITY OR ALLERGIC REACTION

Customers should review the ingredients before use and consider any known allergies or sensitivities.

If significant irritation or an adverse reaction occurs, customers should discontinue use.

Individual sensitivity or an allergic reaction does not automatically establish that a product is defective, as individuals may react differently to cosmetic ingredients.

However, HairPlush takes safety complaints seriously.

Where a customer alleges that an adverse reaction resulted from a product defect, contamination, safety issue or other failure to meet applicable legal requirements, HairPlush will assess the complaint appropriately.

If symptoms are severe, persistent or worsening, the customer should seek appropriate medical attention.

17. DAMAGED PRODUCTS ON DELIVERY

If a product arrives damaged, the customer should contact HairPlush as soon as reasonably possible.

Where available, customers should provide:

• Order number;
• Photographs of the outer shipping packaging;
• Photographs of the internal packaging;
• Photographs of the damaged product; and
• A description of the damage.

HairPlush will assess the circumstances and provide the remedy required by applicable law where appropriate.

18. INCORRECT PRODUCT RECEIVED

If HairPlush sends the wrong product, the customer should contact HairPlush as soon as reasonably possible.

HairPlush may request photographs and order information to confirm the error.

Where HairPlush supplied an incorrect product, HairPlush will arrange an appropriate remedy in accordance with applicable law.

19. PRODUCTS DAMAGED AFTER DELIVERY

HairPlush is not responsible for damage caused after delivery through circumstances outside HairPlush's reasonable control, including:

• Improper storage;
• Misuse;
• Accidental damage;
• Contamination;
• Unauthorised alteration; or
• Use contrary to product instructions.

This provision is subject to any statutory rights that may apply.

20. RETURN SHIPPING FOR STATUTORY CLAIMS

Where a consumer has a valid statutory claim and applicable law requires the supplier to bear the return cost, HairPlush will bear or arrange the applicable return cost as required by law.

In particular, where section 56 of the CPA applies, the CPA provides that qualifying goods may be returned at the supplier's risk and expense.

Customers will not be required to bear return costs where doing so would unlawfully restrict a statutory consumer right.

21. RETURN SHIPPING FOR VOLUNTARY RETURNS

Where the return is solely a voluntary change-of-mind return and no statutory provision requires HairPlush to bear the return cost:

The customer is responsible for all direct costs associated with returning the product to HairPlush.

This includes courier, postage or other return-delivery charges.

HairPlush does not reimburse voluntary return shipping costs.

22. RETURN PROCEDURE

To request a return, refund, replacement or product assessment, contact:

Email: admin@hairplush.co.za

Please provide:

• Full name;
• Order number;
• Date of purchase;
• Product concerned;
• Reason for the request;
• Photographs where relevant; and
• Any other reasonable information requested by HairPlush.

Customers should contact HairPlush before sending a product back unless applicable law requires otherwise.

23. RETURN INSPECTION

Where a return is appropriate, HairPlush may inspect the returned product where reasonably necessary.

The inspection may consider:

• Product identity;
• Packaging;
• Product condition;
• Whether the product has been opened;
• Whether the product has been used;
• Evidence of contamination;
• Evidence of damage;
• Batch information;
• Alleged defect;
• Storage conditions;
• Product usage; and
• Other relevant circumstances.

The inspection process is intended to determine the nature of the complaint and does not remove statutory rights.

24. REFUNDS

Where a refund is legally required or voluntarily approved by HairPlush, the refund will generally be made to the original payment method used for the purchase unless another method is agreed or required by law.

Payment-provider and banking processing times may affect when the refund appears in the customer's account.

Where legislation prescribes a specific refund period, that statutory period will apply.

25. REPLACEMENTS

Where replacement is the applicable statutory remedy or where HairPlush voluntarily agrees to replace a product, HairPlush may provide a replacement product.

The appropriate remedy will depend on the circumstances and the consumer's rights under applicable law.

26. BUNDLES, DUOS AND PROMOTIONAL OFFERS

Where products are purchased as a bundle, duo, package or promotional offer, returns and refunds may be assessed with reference to the transaction as a whole.

Where a customer voluntarily returns only part of a promotional bundle, HairPlush may take the promotional pricing, discount or free-gift component into account when calculating a voluntary refund, to the extent permitted by law.

Nothing in this section limits statutory consumer rights.

27. FREE GIFTS

Where a free gift is supplied as part of a promotional offer, HairPlush may require the promotional gift to be returned where a voluntary return of the qualifying purchase is accepted and such return is reasonably necessary to reverse the promotion.

This does not affect any statutory remedy.

28. SALE AND DISCOUNTED PRODUCTS

Sale and discounted products remain subject to applicable consumer-protection legislation.

A discounted price does not automatically remove statutory consumer rights.

Where a product has been sold with a clearly disclosed characteristic or condition, that disclosure may be relevant when assessing a complaint to the extent permitted by law.

29. NO GUARANTEE OF PARTICULAR RESULTS

HairPlush does not guarantee a particular:

• Hair-growth result;
• Scalp result;
• Cosmetic result;
• Timeframe for results; or
• Outcome for an individual's particular condition.

Individual results vary.

Statements concerning potential product benefits are not guarantees of a specific result.

Nothing in this section removes a statutory consumer right.

30. MEDICAL CONDITIONS

HairPlush products are not intended to diagnose, cure or replace professional treatment for medical conditions.

Customers with existing scalp, skin or other medical concerns should consider obtaining appropriate professional advice before use.

HairPlush cannot guarantee that its products will cure or resolve a medical condition.

If symptoms are severe, persistent or worsening, customers should discontinue use and seek appropriate professional advice.

31. FRAUDULENT OR ABUSIVE CLAIMS

HairPlush may investigate suspected fraudulent, dishonest or abusive refund or return claims.

Examples may include:

• Providing materially false information;
• Returning a different product from the product purchased;
• Deliberately damaging a product;
• Attempting to obtain multiple refunds for the same purchase;
• Providing materially misleading information; or
• Other conduct intended to obtain a refund dishonestly.

Where legally permitted, HairPlush may refuse a voluntary refund in cases involving fraud or abuse and may take appropriate action.

Nothing in this section prevents a consumer from exercising a genuine statutory right.

32. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, HairPlush is not responsible for losses arising solely from circumstances such as:

• Misuse of a product;
• Failure to follow product instructions;
• Improper storage;
• Unauthorised alteration or modification;
• Use for an unintended purpose; or
• Circumstances outside HairPlush's reasonable control.

Nothing in this section excludes or limits liability or a consumer remedy where such exclusion or limitation is prohibited by law.

33. NO WAIVER OF STATUTORY RIGHTS

HairPlush does not require customers to waive rights provided by applicable consumer-protection legislation.

Nothing in this policy is intended to:

• Remove a statutory consumer right;
• Prevent a consumer from exercising a statutory remedy;
• Exclude liability that cannot legally be excluded;
• Replace mandatory legal requirements; or
• Create a contractual waiver of rights that cannot lawfully be waived.

34. INTERNATIONAL ORDERS

Where HairPlush accepts international orders, customs duties, import taxes and other destination-country charges may apply.

Unless otherwise stated at checkout, the customer may be responsible for charges imposed by the destination country.

International returns may be subject to additional practical requirements.

Nothing in this section removes any mandatory consumer rights that apply to the transaction.

35. DELIVERY AND NON-DELIVERY

If an order has not arrived within the applicable delivery period, customers should contact HairPlush so that the shipment can be investigated.

Where an order cannot be fulfilled or supplied within the applicable period, the customer's rights will be determined in accordance with applicable law and the circumstances of the transaction.

36. CONTACT INFORMATION

For all return, refund and product-quality enquiries:

HairPlush

Email: admin@hairplush.co.za

Customers should include their order number whenever possible.

37. POLICY CHANGES

HairPlush may update this Refund & Returns Policy from time to time to reflect changes to its products, business practices or applicable law.

The version applicable to a particular transaction will generally be determined by the terms applicable at the time of that transaction, subject to mandatory legal requirements.

38. FINAL PRODUCT NOTICE

HairPlush products are cosmetic and personal-care products.

They are not medical cures and should not be represented as substitutes for professional medical treatment.

Customers should:

• Read the product label;
• Review the ingredient information;
• Follow the directions for use;
• Store the product appropriately; and
• Discontinue use if significant irritation occurs.

For severe, persistent or worsening symptoms, appropriate professional medical advice should be sought.

HairPlush aims to provide quality products and a fair returns process while complying with applicable South African consumer-protection requirements.