Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at +27 3456130. Please note that returns will need to be sent to Saffa Hair Co.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at +27 3456130.
Please note the following terms & conditions
- A return & restock fee of R 75 will be charged for returns. This will be deducted from your final refund.
- Shipping cost for the return will be on the customer's expense. The customer will be liable to ensure the package is traceable, as Saffa Hair Co will not be liable for returns that get lost in the mail or sent to the wrong address.
- In the event that the return arrives broken, Saffa Hair Co cannot be held liable and the refund cannot be processed.
- Original shipping cost (from us to you) will not be reimbursed and will be subtracted from your refund (even if you were eligible for free shipping.)
- This is only applied to orders purchased from our website.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the event that you have received a faulty item, please contact us immediately with the following information:
• Your order number or proof of purchase
• Which item(s) is/ are damaged
• Photographic evidence and description
Please do not send back the damaged goods, unless advised by our support team, it may result in a slower resolution time. Unless proof of damage has been verified by our support team, we cannot action a replacement.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not accept exchanges for damaged or defected items, please make a separate purchase for the new item.
Returning of used/opened products
Due to the nature of the product, unfortunately we are unable to offer any returns or exchanges for opened products. We recommend customers thoroughly review the ingredients list provided on our product packaging and website to identify any potential allergens or irritants that may cause an adverse reaction. In the event of an allergic reaction or skin/skin on scalp sensitivity, we advise customers to discontinue use immediately and consult with a medical professional. Due to the individual nature of allergies and sensitivities, we cannot accept returns or provide refunds for such cases.
Refunds
We will notify you once we’ve received and inspected your return, and get back to you on whether the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at +27 3456130