Refund Policy

Refunds & Returns Policy – Zailey Cosmetics

At Zailey Cosmetics, we are committed to fair, transparent business practices and full compliance with the South African Consumer Protection Act (CPA) and, where applicable, the Electronic Communications and Transactions Act (ECTA).

1. Online Cooling-Off Rights (ECT Act)

For online purchases, you may cancel your order within 7 days of receiving the goods, for any reason and without penalty, provided the goods are returned in their original condition and packaging. You may be responsible for the cost of returning the goods unless they are faulty or not as described.

2. Implied Warranty of Quality (CPA)

Under the CPA, all products sold must be:

  • of good quality,

  • fit for their intended purpose,

  • and free from defects.

If a product is defective, unsafe, or not fit for the intended purpose, you may, within 6 months of delivery, choose a refund, replacement, or repair at no additional cost.

3. Change-of-Mind Returns

Change-of-mind returns (e.g., incorrect shade selection) are at our discretion. To be eligible, unopened, unused products must be returned within 7 days of delivery in original packaging. We do not legally have to accept change-of-mind returns under CPA (except as above), but we may do so to offer good customer service.

4. Faulty, Damaged, or Incorrect Items

If you receive faulty, damaged, or incorrect items:

  1. Contact us immediately (within 48 hours of delivery) with your order number and photos of the product and packaging.

  2. We’ll review and, if approved:

    • Issue a refund, or

    • Arrange a replacement or repair.

Refunds for faulty or incorrect items include the purchase price and any delivery charges we charged.

5. Exclusions

Due to hygiene and safety regulations, we cannot accept returns or refunds for opened or used cosmetic products unless they are faulty or not as described.

6. Refund Processing

Approved refunds will be processed using your original payment method within 15 business days from the date your return is accepted or cancellation confirmed.

7. Costs of Returning Goods

  • If the return is due to a fault, error on our part, or a defect covered under CPA, we’ll cover return shipping costs.

  • For voluntary or “change-of-mind” returns (under ECT Act cooling-off), you may be responsible for return shipping.