Refunds, Returns and Delivery Policy

Returns & Refund Policy

We want you to love every product you purchase from The Beauty Brand. However, if something isn’t quite right, we’re here to help.

1. Eligibility for Returns

Products may be returned within 7 days of delivery, provided they are:

  • Unused and unopened
  • In their original packaging
  • In a resalable condition

Note: Due to hygiene regulations, we cannot accept returns on opened skincare, cosmetics, or beauty tools unless the item is defective, damaged, or causes a severe reaction (see below).

2. Allergic or Severe Skin Reactions

If you experience a severe reaction to any product purchased from us:

  1. Discontinue use immediately.
  2. Contact us within 48 hours of the reaction at maureen@thebeautybrand.co.za.
  3. Please include in your email:
    – Order details
    – Description of the reaction
    – Clear, dated photographs of the affected area

We take skin health seriously and will work with you to resolve the issue. Depending on the situation, we may offer a refund, exchange, or store credit.

3. Defective, Damaged, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered:

  1. Notify us within 48 hours of delivery.
  2. Include your order details and clear photos of the item and packaging.
  3. We’ll gladly replace the item (if available) or offer you a refund or store credit.

4. Return Process

  1. Email us at maureen@thebeautybrand.co.za with your request and reason for return.
  2. Once approved, we’ll provide return instructions.
  3. Send the item back using a trackable courier service at your own cost (unless the return is due to our error or a verified reaction).
  4. Once the returned item has been inspected, we’ll process your refund or exchange within 5–7 working days.

5. Refunds

  • Refunds are processed to your original method of payment.
  • Please allow 3–5 working days for the funds to reflect, depending on your bank.
  • Shipping fees are non-refundable, except in cases where the return is due to our error or a verified product reaction.

6. Non-Returnable Items

We regret that we cannot accept returns or exchanges on:

  • Opened or used products (unless due to a verified reaction)
  • Gift cards or digital vouchers
  • Sale or clearance items (unless faulty)

7. Need Help?

If you’re unsure about a product or need guidance before purchasing, please reach out. We’re always happy to help. Email maureen@thebeautybrand.co.za — we want you to shop with confidence and peace of mind.

Delivery Policy

Thank you for shopping with The Beauty Brand. We are committed to delivering your order as efficiently and securely as possible. Please read our delivery policy carefully before placing your order.

8. Processing Time

  • All orders are processed during office hours: Monday to Friday, 9:00 AM – 4:00 PM.
  • Orders placed after hours, on weekends, or on public holidays will be processed the next working day.
  • Please allow 24 business hours for order processing before dispatch.

9. Delivery Times

  • Delivery is typically 2–4 working days from the date of dispatch, depending on your location.
  • Remote or outlying areas may experience longer delivery times.
  • If an item is temporarily out of stock or delayed, we will notify you via email. The revised delivery timeline may extend by 3–7 working days.
  • If the updated delivery timeframe doesn’t work for you, you’re welcome to request a full refund.

10. Delivery Fees

  • Delivery costs are calculated automatically at checkout based on your delivery address, package size, and preferred courier service.
  • We partner with BobGo to offer a range of reliable courier options — you can select the one that suits your needs and budget at checkout.
  • All delivery fees are displayed before you complete your purchase.
  • Promotional free delivery may occasionally be offered and will be advertised on our website when applicable.

11. Delivery Partners & Tracking

  • We use trusted courier partners to deliver your parcel safely and on time.
  • Once your order is dispatched, you will receive a tracking number via email to monitor your delivery.
  • Please ensure your delivery address is accurate and that someone is available to receive the parcel during business hours.

12. Failed Deliveries & Returns

  • If a parcel is returned due to incomplete or incorrect delivery information, or if it is uncollected, you may be liable for re-delivery charges.
  • Please double-check your delivery details before confirming your order.

13. Liability

  • Once a parcel is handed over to the courier, The Beauty Brand is not liable for delays, loss, or damage in transit. We will assist you in liaising with the courier service to resolve any issues.
  • Damaged or missing items must be reported within 48 hours of receipt, with clear photographs.

14. Questions or Concerns about Delivery?

If you have any queries regarding your order or delivery, please get in touch with us at maureen@thebeautybrand.co.za.