Refund policy

Her Sanctuary Return & Refund Policy

Welcome to Her Sanctuary. We are committed to providing quality products and excellent customer service. This Return & Refund Policy explains your rights and obligations when purchasing products from Her Sanctuary.

By placing an order on our website, you agree to this policy.

1. Contact Information

Her Sanctuary

Email: info@hersanctuary.co.za

Website: www.hersanctuary.co.za

2. Consumer Rights Under South African Law

This policy is governed by the South African Consumer Protection Act, 68 of 2008 ("CPA"), where applicable.

Nothing in this policy limits any rights that consumers may have under the CPA.

3. Change of Mind Returns

As Her Sanctuary operates as an online store, customers may cancel certain purchases within 7 days of receiving the goods in accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), where applicable.

To qualify:

  • The product must be unused.
  • The product must be unopened and in its original packaging.
  • All seals, accessories, manuals, inserts, and promotional items must be included.
  • Proof of purchase must be provided.

Customers are responsible for return shipping costs unless otherwise required by law.

Once the returned product has been inspected and approved, a refund will be processed less any direct costs incurred by Her Sanctuary in fulfilling the order where permitted by law.

4. Products That Cannot Be Returned

For hygiene, health, safety, and quality assurance reasons, Her Sanctuary does not accept returns, exchanges, or refunds on:

  • Opened beauty products.
  • Used beauty products.
  • Personal care items that have been opened or used.
  • Products with broken seals.
  • Gift cards or digital products.
  • Clearance, sale, promotional, or discontinued items unless defective.
  • Products damaged due to misuse, negligence, improper storage, or normal wear and tear.

These restrictions do not affect any statutory rights relating to defective products.

5. Damaged, Defective, or Incorrect Products

Customers must inspect their order upon delivery.

If a product arrives:

  • Damaged,
  • Defective,
  • Incomplete, or
  • Incorrectly supplied,

the customer must notify Her Sanctuary within 7 days of delivery and provide:

  • Order number,
  • Description of the issue,
  • Clear photographs of the product and packaging.

Where a product is confirmed to be defective, incorrectly supplied, or damaged before delivery to the customer, Her Sanctuary will, at its discretion and in accordance with the CPA:

  • Repair the product,
  • Replace the product, or
  • Refund the purchase price.

6. CPA Six-Month Implied Warranty

Under Section 56 of the Consumer Protection Act, customers may return products that fail to meet the requirements of quality, good working order, and durability within six (6) months of delivery.

This warranty does not apply where:

  • The product has been altered.
  • The product has been misused.
  • The product has been damaged through negligence.
  • The product has been used contrary to its intended purpose.
  • Damage results from ordinary wear and tear.

Where the CPA applies, Her Sanctuary reserves the right to inspect and test returned products before approving a repair, replacement, or refund.

7. Return Approval Required

No returns will be accepted without prior authorization from Her Sanctuary.

Customers must first contact our support team and receive return instructions before sending any products back.

Returns sent without authorization may be refused.

8. Return Shipping

Where a return is approved due to customer preference or change of mind:

  • The customer bears all return shipping costs.
  • Original shipping charges are non-refundable.
  • The customer assumes responsibility for the goods until they are received by Her Sanctuary.

We recommend using a tracked and insured shipping service.

9. Refund Processing

Approved refunds will be processed to the original payment method whenever possible.

Refunds may take between 7–14 business days to reflect depending on the customer's bank or payment provider.

Her Sanctuary reserves the right to withhold refunds until returned goods have been received and inspected.

10. Product Condition Requirements

Returned products must be:

  • In original condition.
  • Free from damage.
  • Free from signs of use.
  • Returned with original packaging and accessories.

Her Sanctuary reserves the right to refuse returns that do not meet these requirements where permitted by law.

11. Refused Deliveries

If a customer refuses delivery of an order without lawful justification:

  • Return shipping costs,
  • Original shipping costs, and
  • Any applicable handling fees

may be deducted from any refund where permitted by law.

12. Fraud Prevention

Her Sanctuary reserves the right to:

  • Request proof of identity.
  • Request additional information regarding a return.
  • Refuse returns or refunds where fraud, abuse, chargeback misuse, or unlawful conduct is reasonably suspected.

13. Limitation of Liability

To the fullest extent permitted by South African law, Her Sanctuary shall not be liable for indirect, incidental, consequential, or special damages arising from the use of any product purchased from our store.

Consumers retain all rights that cannot lawfully be excluded under South African law.

14. Amendments

Her Sanctuary reserves the right to amend this Return & Refund Policy at any time. Any changes will become effective upon publication on our website.

Additional Protection for a Beauty Brand

Since your flagship product is a scalp applicator and beauty accessory, I strongly recommend adding this clause:

Hygiene & Safety Notice: For hygiene, health, and consumer safety reasons, scalp care tools, applicators, massagers, and personal care accessories that have been opened, used, assembled, filled with liquid, or come into direct contact with the body may not be returned unless defective or required by applicable law.

This clause is generally reasonable and helps protect you from customers using the product and then attempting to return it.

You should also have matching Terms & Conditions, Privacy Policy (POPIA-compliant), Shipping Policy, and Disclaimer pages to properly protect your South African e-commerce business.