Refund policy

RETURN & REFUND POLICY

At Fikile Hair Products, customer satisfaction and product quality are important to us. Due to the personal-care and hygiene nature of our hair products, returns and refunds are subject to the conditions below.

Returns For health, hygiene, and safety reasons, we generally cannot accept returns of products that have been opened, used, unsealed, or tampered with.

A return may be considered where:
You received an incorrect product.
The product arrived damaged or defective.
The product was damaged during delivery.
There is another legitimate issue with the order that qualifies for a return under applicable South African consumer law.

Customers should contact Fikile Hair Products as soon as reasonably possible after receiving an incorrect, damaged, or defective item and provide their order details and clear photographs of the product and packaging where appropriate.

Refunds

Once a return or refund request has been assessed and approved, Fikile Hair Products will communicate the applicable resolution to the customer.

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

Change-of-Mind Returns

Because our products include personal-care and cosmetic products, products that have been opened, used, unsealed, or tampered with cannot ordinarily be returned simply because a customer has changed their mind.

Nothing in this policy is intended to limit any rights a customer may have under applicable South African consumer protection legislation.

Delivery Charges

Original delivery charges are generally non-refundable unless the return results from an error by Fikile Hair Products, a defective product, or where otherwise required by law.