Refund policy

Refunds and Returns Policy


  1. No Returns for "Change of Heart":
    Please note that in accordance with South African law, you do not have a general right to return goods because you have changed your mind or made a wrong purchasing decision. Due to the nature of the products, we don’t allow exchanges either.

  2. Your Right to a "Cooling-Off" Period (ECT Act):
    As your purchase was made online, you are protected by the Electronic Communications and Transactions Act (ECT Act). As such:

    1. You have the right to cancel your purchase within seven (7) days of receiving your order, for any reason and without penalty. However, there are conditions that need to be met

        1. Conditions: To qualify for a cancellation, the products must be returned to us in their original, unopened, and unused condition. For hygiene reasons, we cannot accept returns of cosmetics or skincare products if the tamper-proof seals have been broken or if the product has been opened or used.

      2. Return Shipping: You are responsible for the direct cost of returning the goods to us. We hold no responsibility for ensuring the goods arrive, nor do we hold responsibility for goods that may have been damaged in transit on its way to us.

      3. We will process a full refund of the product purchase price within thirty (30) days of receiving your cancellation notice, provided the items have been returned and inspected.

       

  3. Implied Warranty of Quality (CPA)

    1. All products sold are subject to an implied warranty of quality for a period of six (6) months from the date of delivery.

    2. When does it apply: 

      1. If your product proves to be defective, unsafe, or of poor quality within this 6-month period, you are entitled to a refund, repair, or replacement.

      2. What is a defect? A defect is a material imperfection in the product's quality, workmanship, or a characteristic that makes it less acceptable than one would reasonably expect. This does not include damage from normal wear and tear, user negligence, or improper use.

      3. You may choose whether you would like a repair, replacement, or a full refund.

      4. We will cover all costs associated with collecting and returning the defective products if the defect can be adequately proven BEFORE any decision is made.

      5. You must be able to provide valid proof of purchase, such as your order number, to qualify for a return under this warranty.

  4. Wrongly Supplied or Incomplete Orders

    1. If you receive an incorrect product or a delivery with missing items, you must notify us within a reasonable time (within 7 calendar days of receipt of items). We will arrange for the correct product to be delivered to you at our expense and will bear the costs and risk of collecting the incorrect item.

  5. How to Initiate a Return

    1. To start a return process, please follow these steps:

      1. Notify us in writing by email (info@nextbeauty.co.za) within the relevant timeframe (7 calendar days for the cooling-off period, 6 months for a defective product).

      2. In your email, include:

        1. Your full name and contact details.

        2. Your order number and the date of purchase.

        3. A clear description of the product you wish to return.

        4. The reason for the return (e.g., defective, wrong item, cooling-off period).

        5. If the product is defective, include a photo or video showing the defect.

      3. Await our confirmation and return instructions. Do not send products back to us without receiving an official return authorization from our team. If this is done and the order does not warrant a valid return, the onus is on the customer to either collect the product(s) or pay the shipping to receive the product(s) back from us. Items not collected within 1 month will be destroyed.

  6. Processing Refunds

    1. Method: All refunds will be processed via the same payment method you used for the original purchase. 

    2. Refunds may take 3 - 12 working days. Please note that due to the nature of card payments and the finance system, we cannot take responsibility for refunds exceeding this timeframe after it has been actioned on our side. Generally a very low percentage of refunds take longer than the above-mentioned timeframe, but that is due to either the banks, card processors and gateways.

    3. You have the right to request a cash refund rather than store credit. We cannot force you to accept store credit if you prefer a cash refund.

    4. Proof of Bank Account: For EFT refunds, we may require your banking details to process the payment. The account must match the original purchaser's details. This is only for payments that were done via EFT.

  7. Non-Returnable Items (Hygiene) 

    1. Please be aware that due to health and safety regulations, the following items cannot be returned unless they are defective:

      1. Opened or used skincare or cosmetics.

      2. Products that are missing their original packaging or hygiene seals.

  8. Damaged Items on Delivery

    1. If you receive a product that is visibly damaged upon delivery, you should:

      1. Refuse delivery if possible, or

      2. Accept the delivery but note the damage on the delivery slip.

      3. Immediately contact us within 48 hours of receipt, providing your order details and photos of the damaged product and packaging. We will arrange for a replacement or a full refund at our expense.