Refund policy
At Timeless Beauty, we want every purchase to meet the high standards our customers expect.
We carefully inspect and package orders before dispatch. However, if there is a problem with your order, please contact us and we will assess the matter fairly and in accordance with this policy and applicable South African consumer law.
1. Before Requesting a Return
Please inspect your order as soon as it arrives.
If you receive:
- The wrong product;
- A damaged product;
- A defective product;
- A missing item; or
- A product materially different from what you ordered,
please contact us as soon as reasonably possible.
Where appropriate, we may request photographs or videos showing the issue so that we can investigate it with our fulfilment or courier partners.
2. Sneakers
Sneakers being returned for an eligible change-of-mind reason should generally be:
- Unworn;
- Clean;
- Undamaged;
- In their original packaging;
- Accompanied by original accessories; and
- In a condition suitable for resale.
Please try sneakers indoors on a clean surface before deciding whether they are suitable.
Sneakers that have been worn outdoors, washed, damaged, altered or otherwise used may not qualify for a change-of-mind return where the law permits such restriction.
This does not affect your rights regarding defective or incorrectly supplied goods.
3. Hair
Because hair products are personal and hygiene-sensitive items, customers should inspect their order before installing or altering the hair.
For a change-of-mind return, hair should generally be:
- Unworn;
- Uninstalled;
- Uncut;
- Unwashed;
- Untangled;
- Uncoloured;
- Free from products; and
- In its original condition and packaging.
Hair that has been installed, cut, coloured, chemically treated, washed or otherwise altered may not qualify for a change-of-mind return where legally permissible.
If the wrong hair is supplied or the product is defective, please contact us so that we can investigate.
4. Fragrances
For hygiene and product-integrity reasons, fragrances should remain sealed and unused when a change-of-mind return is requested.
We generally cannot accept change-of-mind returns for fragrances that have been:
- Opened;
- Sprayed;
- Used; or
- Altered.
However, this does not remove your rights where a fragrance is defective, damaged, incorrectly supplied or materially different from its description.
If your fragrance arrives damaged or defective, please contact us promptly and provide photographs where possible.
5. Home Décor
Home décor returned for an eligible change-of-mind reason should generally be:
- Unused;
- Undamaged;
- Unassembled where applicable;
- Complete with all accessories; and
- Returned in its original packaging where reasonably possible.
Certain products may have additional return restrictions because of their size, fragility, personalization, hygiene considerations or other characteristics.
If an item arrives damaged, please photograph the packaging and product and contact us as soon as possible.
6. Incorrect Items
If we send you an incorrect product, please contact us.
We will investigate the error and, where appropriate, arrange:
- A replacement;
- Collection or return instructions; or
- A refund.
Customers should not return an incorrect item without first receiving return instructions from Timeless Beauty.
7. Damaged Items
If your order arrives damaged, please contact us as soon as possible.
Where possible, provide:
- Your order number;
- Photographs of the outer packaging;
- Photographs of the damaged product; and
- A description of the damage.
This information may be required when we submit a claim to the courier.
8. Defective Products
If you believe a product is defective, please contact us.
We may ask for photographs, videos or other information to help determine the nature of the issue.
Where applicable, we will provide an appropriate remedy in accordance with South African consumer-protection law.
9. Change-of-Mind Returns
Where Timeless Beauty offers a change-of-mind return for a particular product, the product must satisfy the applicable return conditions communicated to you.
Change-of-mind returns may be subject to:
- Product condition requirements;
- Original packaging requirements;
- Return shipping costs;
- Exclusions based on the nature of the product; and
- Any applicable statutory requirements.
Certain products, particularly opened fragrances and used or altered hair products, may not be eligible for change-of-mind returns where legally permitted.
10. Refunds
If a refund is approved, it will generally be processed using the original payment method where reasonably possible.
The time required for the refund to reflect in your account may depend on your bank or payment provider.
Timeless Beauty does not control the processing time of third-party payment providers.
11. Exchanges
Where stock is available, an eligible return may be exchanged for another product.
If the requested replacement is unavailable, we may offer an alternative remedy, including a refund where applicable.
12. Return Shipping
Where the return is due to a Timeless Beauty error, such as an incorrect product being supplied, or where applicable law places responsibility on us, Timeless Beauty will arrange or cover the appropriate return costs.
For eligible change-of-mind returns where the customer is responsible for the return, the customer may be responsible for the applicable return shipping costs.
13. Refund Exclusions
Subject to applicable consumer law, refunds may not be available for:
- Change of mind where no return right applies;
- Products that have been used or altered contrary to the applicable return conditions;
- Damage caused after delivery by misuse or improper handling;
- Incorrect product selection by the customer where the product is otherwise correctly supplied; or
- Products returned without following the required return process.
Nothing in this section removes rights that cannot legally be excluded.
14. How to Request a Return or Refund
Please email:
timelessbeautyza@gmail.com
Include:
- Your full name;
- Order number;
- Product concerned;
- Reason for the return;
- Photographs or videos where relevant; and
- Any other information reasonably required to assess the request.
Please do not send products back without receiving return instructions.
15. Consumer Rights
This policy is intended to operate alongside applicable South African consumer-protection legislation.
Nothing in this policy is intended to waive, exclude or limit any right or remedy that cannot legally be excluded.
Where a conflict exists between this policy and a mandatory legal consumer right, the applicable law will prevail.
16. Fraudulent or Abusive Claims
Timeless Beauty reserves the right to investigate suspected fraudulent, dishonest or abusive return and refund requests.
We may request reasonable information or evidence before approving a claim.
17. Contact
For returns, refunds and exchanges:
Email: timelessbeautyza@gmail.com
We are committed to handling legitimate customer concerns fairly, professionally and respectfully.