Refund policy

EASY-SA™ RETURN & REFUND POLICY

Last Updated: [Insert Date]

At Easy-SA™, we are committed to supplying quality products and complying with South African consumer law. This Return & Refund Policy explains when products may be returned and when refunds, replacements, repairs, or store credits may be available.

By placing an order with Easy-SA™, you agree to this policy.

1. GENERAL RETURN POLICY

Easy-SA™ does not accept returns or exchanges simply because a customer changes their mind, orders the wrong item, no longer wants the product, or finds the item elsewhere at a different price.

Returns will only be accepted where required by South African law or where Easy-SA™ expressly agrees in writing to accept the return.

The Consumer Protection Act does not generally provide a right to return goods due to buyer's remorse or a change of mind.

2. HYGIENE & PERSONAL CARE PRODUCTS

For health, hygiene, and safety reasons, Easy-SA™ does not accept returns of:

  • Opened beauty tools
  • Used makeup applicators
  • Used sponges
  • Personal care items
  • Cosmetic accessories that have been opened, used, washed, altered, or damaged after delivery

Unless the product is defective, incorrectly supplied, or required to be returned under applicable law, these products are non-returnable. South African law permits restrictions on certain returned goods for public health and hygiene reasons.

3. DEFECTIVE OR FAULTY PRODUCTS

If a product is defective, damaged upon delivery, materially different from what was ordered, or fails to meet the standards required by law, customers must notify Easy-SA™ within a reasonable time after discovery.

Where required by law, customers may be entitled to:

  • A repair;
  • A replacement; or
  • A refund.

Easy-SA™ may request photographs, videos, or additional information to assess the claim before approving any return.

Products damaged due to misuse, abuse, negligence, improper storage, normal wear and tear, unauthorized modifications, or failure to follow product instructions are not considered defective.

4. RETURN REQUEST PROCEDURE

Before returning any item, customers must:

  1. Email support at [Insert Email]
  2. Include:
    • Full name
    • Order number
    • Description of issue
    • Clear photographs of the product
  3. Wait for written return authorization

Unauthorized returns may be refused and returned to the sender at the sender's expense.

5. CONDITION OF RETURNED GOODS

Approved returns must:

  • Include proof of purchase;
  • Be returned with all accessories and packaging where reasonably possible;
  • Not be intentionally damaged;
  • Be securely packaged for transport.

Easy-SA™ reserves the right to inspect all returned goods before processing a refund, replacement, or exchange.

6. ONLINE PURCHASES & STATUTORY RIGHTS

Where South African law grants consumers a statutory cooling-off right for qualifying online or direct-marketing transactions, Easy-SA™ will comply with those legal obligations. Any such return must be requested within the legally prescribed period and in accordance with applicable legislation.

Where legally permitted, customers may be responsible for the direct costs of returning goods.

7. NON-RETURNABLE ITEMS

Unless defective or otherwise required by law, the following are non-returnable:

  • Sale items
  • Clearance items
  • Promotional items
  • Gift cards
  • Digital products
  • Opened hygiene products
  • Used beauty tools
  • Products showing signs of use
  • Custom-made or personalized products
  • Products damaged by misuse

8. INCORRECT ORDERS

If Easy-SA™ ships the wrong product, customers must notify us within 7 days of delivery.

Upon verification, Easy-SA™ will arrange collection or replacement at our expense.

9. LOST OR DAMAGED PARCELS

If a parcel arrives visibly damaged, customers should:

  • Photograph the packaging before opening;
  • Photograph the product immediately after opening;
  • Notify Easy-SA™ within 48 hours.

Failure to report shipping damage promptly may affect our ability to process the claim.

10. REFUNDS

Approved refunds will be processed using the original payment method where reasonably possible.

Refund processing times may vary depending on:

  • Banking institutions;
  • Payment providers; and
  • Return inspection procedures.

Shipping fees, courier charges, duties, taxes, and handling fees may be non-refundable unless required by law.

11. EXCHANGES

Easy-SA™ is not obligated to provide exchanges for non-defective goods.

Any exchange offered by Easy-SA™ is entirely at our discretion and subject to stock availability.

12. FRAUD PREVENTION

Easy-SA™ reserves the right to refuse returns, refunds, exchanges, or claims where:

  • Fraud is suspected;
  • False information is provided;
  • Returned products differ materially from those supplied;
  • The return policy is being abused;
  • The product has been intentionally damaged.

13. LIMITATION OF LIABILITY

To the fullest extent permitted by South African law, Easy-SA™ shall not be liable for:

  • Indirect losses;
  • Consequential damages;
  • Loss of profits;
  • Loss of opportunity;
  • Damage arising from misuse of products.

Nothing in this policy limits any rights that cannot legally be excluded under South African law.