Refund policy
Return & Refund Policy
On Style Beauty
Last Updated: 10 May 2026
At On Style Beauty, we are committed to providing high-quality beauty and personal care products to our customers across South Africa. This Return & Refund Policy is designed in accordance with the Consumer Protection Act 68 of 2008 (“CPA”) and other applicable South African consumer laws.
By placing an order with On Style Beauty, you agree to the terms outlined below.
1. General Return Eligibility
You may request a return, exchange, or refund under the following circumstances:
- The product was damaged upon delivery
- The incorrect item was delivered
- The product is defective
- The product is not as described
- The product qualifies for return under the CPA cooling-off provisions
- The item is unused and returned within the allowed return period
To qualify for a return:
- The item must be in its original packaging
- The item must be unused, unopened, and in re-sellable condition unless defective
- Proof of purchase/order confirmation must be provided
- Return requests must be submitted within the applicable return period
2. Hygiene & Safety Restrictions (Beauty Products)
Due to hygiene, health, and safety regulations, certain items cannot be returned once opened, used, or unsealed, unless the product is defective or required by law.
This includes but is not limited to:
- Makeup products
- Cosmetics
- Skincare products
- Haircare products
- Beauty tools used on the body
- Personal care items
- False eyelashes
- Makeup brushes and sponges
- Lip products
- Opened electrical beauty products
For hygiene protection, we reserve the right to refuse returns on products that have been opened, tested, used, tampered with, or are not in a hygienic condition suitable for resale.
3. Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product, you must notify us within 7 days of delivery by emailing:
onstylebeauty@gmail.com
Please include:
- Your order number
- Clear photos/videos of the product
- A description of the issue
Where applicable and in accordance with the CPA, customers may be entitled to:
- A repair
- Replacement
- Refund
We reserve the right to inspect and verify any claimed defect before approving a refund or replacement.
Damage caused by misuse, negligence, improper storage, normal wear and tear, unauthorized modifications, or failure to follow usage instructions will not qualify for refunds or replacements.
4. Cooling-Off Period for Online Purchases
In accordance with Section 44 of the Electronic Communications and Transactions Act (“ECTA”), customers may cancel eligible online orders within 7 days after receiving the goods.
However, this right does not apply where:
- Products have been opened or used
- Hygiene seals have been broken
- Goods are personalised, intimate, or hygiene-sensitive
- Products are unsuitable for return due to health protection reasons
Where a valid cooling-off return applies:
- The customer is responsible for return shipping costs
- Original delivery fees may be deducted from the refund
- A reasonable handling/restocking fee may apply where permitted by law
Refunds will only be processed once the returned goods have been received and inspected.
5. Non-Returnable & Non-Refundable Items
The following items are strictly non-returnable unless defective or otherwise required by law:
- Opened beauty or cosmetic products
- Used beauty tools
- Sale or clearance items
- Gift cards or promotional vouchers
- Free promotional items
- Products damaged due to misuse
- Items returned without original packaging where applicable
6. Return Process
To request a return:
- Email onstylebeauty@gmail.com
- Include your order number and reason for return
- Wait for written return approval and return instructions
- Package the item securely
Returns sent without prior approval may be refused.
Customers are responsible for ensuring returned parcels are packaged safely. We recommend using a tracked courier service, as On Style Beauty cannot be held responsible for lost return parcels.
7. Refund Processing
Approved refunds will be processed to the original payment method where reasonably possible.
Please allow:
- 5–10 business days for inspection and processing
- Additional banking processing times depending on your payment provider
Shipping fees are generally non-refundable unless:
- We sent the wrong item
- The item was defective
- The return is required under applicable law
We reserve the right to refuse refunds where abuse of the return policy, excessive returns, fraud, or suspicious activity is detected.
8. Exchanges
Exchanges are subject to product availability.
If the requested replacement product is unavailable, we may:
- Offer store credit
- Offer an alternative product
- Process a refund where legally required
9. Chargebacks & Payment Disputes
Customers agree to contact On Style Beauty first before initiating any payment dispute or chargeback.
Fraudulent chargebacks or disputes for successfully delivered orders may be challenged with supporting delivery and order evidence.
10. Limitation of Liability
To the maximum extent permitted by South African law, On Style Beauty shall not be liable for:
- Allergic reactions or sensitivities where ingredients/product information were provided
- Improper use of products
- Indirect or consequential damages
- Delays caused by courier companies or events beyond our control
Customers are responsible for reviewing product ingredients and suitability before use.
11. Consumer Rights
Nothing in this policy is intended to limit or waive any rights afforded to consumers under the:
- Consumer Protection Act 68 of 2008
- Electronic Communications and Transactions Act 25 of 2002
- Any other applicable South African laws
If any provision of this policy is found unenforceable, the remaining provisions will continue to apply.
12. Contact Us
For any return, refund, or exchange queries, contact:
On Style Beauty
📧 onstylebeauty@gmail.com