EXCHANGE & RETURN POLICY:
Products can be returned to us within 30 days, however we only offer free pick up and re-delivery if you report your exchange/return within 7 days of receiving your product. Once the product is back with us, we will either exchange or replace it, or provide you with a site discount equivalent to the value of the product/s being returned. You may also request a refund but will be subject to a handling fee.
1: Exchanges & returns
To return an unwanted non-defective product, for a website credit it must be:
Returned within 30 days of the product(s) being delivered
Undamaged and unused, with the original labels still attached
In the original packaging, which must be undamaged and in its original condition
Note: If return is requested outside of 7 day period, the cost of sending the product back to us will be for your own account
Note: Once we have received your returned product and it has been cleared by HH&B Quality, you will receive a credit voucher equivalent to the cost of the returned item
To return an unwanted non-defective product, for a refund it must be:
Returned within 30 days of the product(s) being delivered
Undamaged and unused, with the original labels still attached
In the original packaging, which must be undamaged and in its original condition
Note: Once we have received your returned product and it has been cleared by HH&B Quality, you will receive a refund equivalent to the cost of the returned item, minus a 15% handling fee as well as a further deduction if it’s deemed the packaging was damaged and/or the product used.
15% handling fee will also be charged for products returned after 7 days
Exchanges
Products can be exchanged for a different size or colour of the same product, provided that the preferred size or colour is available. This option is available within 30 days of delivery and is only available for products that have a size or colour variation.
If your preferred size or colour is not available, or you want a different product, please return the unwanted product and place a new order.
It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. This means that you have kept all original packaging and labels, and that the product is undamaged and unused. We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.
Please note that if you are making an exchange for a different size or colour of the same product – the cost of having the products couriered back to us, is for your own account.
2: Returning products that are not what you ordered
If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we will arrange to collect the product from you, and we will deliver the correct product to you as quickly as possible.
Please don’t remove the product from its original packaging. Simply contact our customer service team on 0860000276, or email info@hairhealthbeauty.co.za to notify us, and we will take care of the rest.
3: Returning defective or damaged products
We do our best to ensure that the products we deliver to you are of a high quality. If you have received a product with a defect or fault, we will repair or replace at our discretion the product at no additional cost to you. Where a replacement product is not available, your account will be credited by the amount paid.
Our 7-day drop-and-collect replacement promise entitles you to a replacement of a damaged or defective product within 7 days of receipt. For your convenience, our courier will collect the defective product.
Our 6-month replacement warranty entitles you to have your product replaced at HH&B’s expense if the product is found to be defective or faulty, or unsuitable for the purpose generally intended.
If the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product returned to HH&B, and then redelivered to you should you request a refund.
The following will NOT be regarded as defects and will NOT entitle you to any replacement or credit under the above 7-day drop-and-collect replacement promise, or the 6-month replacement warranty: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.
Certain products may come with a supplier’s warranty in excess of HH&B’s 6-month replacement warranty. If so, this will be stated in the product listing on the site. If the product you received is found to be damaged or defective, and it is within the supplier warranty period, we will replace the product at our expense, or process an account credit if a replacement product is not available.
4: Non-returnable products
We cannot offer exchanges, replacements or website credits on the following products, unless they are faulty or not as described:
Cosmetics (including make-up, beauty, hair, nail and skin products) and fragrances where the original packaging has been opened, or where the seal has been broken.
Pierced earrings and other pierced body jewelry where the original wrapping has been opened.
Hair extensions and pieces on account of hygiene.
This policy does not affect your statutory rights relating to faulty or incorrectly described products.