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LEGAL & POLICIES

TZ Beauty Hub Returns and Refunds Policy

Effective date: 29/07/2026
Last updated: 30/09/2026

TZ Beauty Hub is committed to ensuring your satisfaction with every purchase. This policy outlines our procedures for returns, refunds, and exchanges to provide a transparent and fair experience for our valued customers.

On This Page

  • 1. Purpose of This Policy
  • 2. Customer Rights
  • 3. Return Eligibility
  • 4. Change-of-Mind Returns
  • 5. Defective Products
  • 6. Damaged Products
  • 7. Incorrect Products
  • 8. Missing Items
  • 9. Hygiene-Sensitive and Non-Returnable Products
  • 10. Wigs, Weaves and Hair Products
  • 11. Fragrances, Cosmetics and Personal-Care Products
  • 12. Promotional, Discounted and Clearance Products
  • 13. Order Cancellations
  • 14. Return Request Process
  • 15. Return Shipping Costs
  • 16. Product Inspection
  • 17. Refund Processing
  • 18. Refund Payment Method
  • 19. Exchanges
  • 20. Store Credit
  • 21. Delivery Fees
  • 22. Customer Responsibilities
  • 23. Contact Information

1. Purpose of This Policy

The purpose of this policy is to:

  • Explain when a product may be returned;

  • Protect customers’ rights;

  • Maintain fair and hygienic handling of beauty and personal-care products;

  • Explain the return-request and inspection process;

  • Set out when refunds, exchanges or replacements may be offered; and

  • Provide clear guidance regarding cancellations and return-delivery costs.

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2. Customer Rights

TZ Beauty Hub conducts business in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 and, where applicable, the Electronic Communications and Transactions Act 25 of 2002. [gov.za], [gov.za]

Customers may have legal rights relating to:

  • Defective, unsafe or poor-quality products;

  • Products that do not match the description provided;

  • Incorrect products supplied;

  • Products damaged before delivery;

  • Certain online-purchase cooling-off rights; and

  • Repairs, replacements or refunds in circumstances provided for by law.

Where this policy conflicts with a customer’s mandatory statutory rights, the applicable law will take precedence.

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3. Return Eligibility

Subject to the exclusions and hygiene conditions in this policy, a return may be considered if:

  • The incorrect product was delivered;

  • The product arrived damaged;

  • An item was missing from the order;

  • The product is defective;

  • The product does not reasonably match its advertised description;

  • The product is eligible for a lawful cooling-off return; or

  • TZ Beauty Hub has approved a change-of-mind return.

For a non-defective product to qualify for return, the product should generally be:

  • Unused, unworn and unaltered;

  • Unopened, where the product has a hygiene seal;

  • In its original condition;

  • In its original packaging;

  • Complete with all accessories, free gifts, labels and instructions; and

  • Accompanied by proof of purchase.

Return limitations do not override customers’ rights regarding defective, unsafe, incorrectly supplied or misrepresented products.

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4. Change-of-Mind Returns

Subject to sections 9 to 13 of this policy, TZ Beauty Hub may accept an eligible change-of-mind return if:

  • The return request is submitted within seven calendar days after the customer receives the product;

  • The product is unused, unopened and in a resalable condition;

  • The original packaging and hygiene seals remain intact;

  • The customer provides proof of purchase; and

  • TZ Beauty Hub approves the return before the product is sent back.

Certain electronic transactions may carry a seven-day cooling-off right under section 44 of the Electronic Communications and Transactions Act, subject to lawful exclusions and conditions. [gov.za], [gov.za]

Where a return is based only on a change of mind:

  • The customer may be responsible for the direct cost of returning the product;

  • Original delivery fees may be handled according to the applicable law and circumstances;

  • The product must be returned safely and securely; and

  • TZ Beauty Hub may reject the voluntary return if the product has been opened, used, worn, altered, damaged or tampered with.

A return request does not automatically mean that the return has been approved.

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5. Defective Products

Customers are encouraged to report a suspected defect as soon as reasonably possible after discovering it.

In accordance with applicable consumer-protection law, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and usable and durable for a reasonable period, having regard to the nature and normal use of the goods.

Where a product is found to be defective within the applicable statutory period, the customer may be entitled to a repair, replacement or refund, subject to the law and the outcome of a reasonable inspection.

A defect does not include damage resulting from:

  • Normal wear and tear;

  • Incorrect use or storage;

  • Failure to follow care instructions;

  • Heat, chemical or water damage caused after delivery;

  • Product modification or alteration;

  • Accidental damage;

  • Unauthorised repair;

  • Negligence; or

  • Use of a product for a purpose for which it was not designed.

The Consumer Protection Act provides statutory protections relating to product quality and defective goods, including remedies during the applicable statutory warranty period.

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6. Damaged Products

If a product arrives visibly damaged, the customer must notify TZ Beauty Hub as soon as reasonably possible, preferably within 48 hours after delivery.

The customer should provide:

  • The order number;

  • A description of the damage;

  • Clear photographs or a video of the damaged product;

  • Photographs of the internal and external packaging; and

  • A photograph of the courier label, where applicable.

Customers should retain the damaged product and all packaging until the matter has been resolved.

The 48-hour reporting period assists TZ Beauty Hub with courier investigations. It does not remove any statutory rights that a customer may have.

Where appropriate, TZ Beauty Hub may offer a replacement, repair, refund or another lawful remedy after assessing the product and delivery circumstances.

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7. Incorrect Products

If TZ Beauty Hub delivers a product that is different from the product ordered, the customer must notify TZ Beauty Hub as soon as reasonably possible.

The incorrect product must not be opened, used, worn or altered.

TZ Beauty Hub will arrange for the incorrect product to be returned and will, where appropriate:

  • Deliver the correct product;

  • Offer a suitable replacement; or

  • Process a refund.

Where the incorrect delivery was caused by TZ Beauty Hub, TZ Beauty Hub will cover reasonable return and redelivery costs.

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8. Missing Items

If an order is delivered with an item missing, the customer must contact TZ Beauty Hub as soon as reasonably possible, preferably within 48 hours after delivery.

The customer must provide:

  • The order number;

  • Details of the missing item;

  • Photographs of the parcel and its contents;

  • A photograph of the courier label; and

  • Any available unboxing video or supporting evidence.

TZ Beauty Hub will review packing records, stock information and delivery details before confirming the appropriate outcome.

Where a product is confirmed as missing, TZ Beauty Hub will either:

  • Send the missing product;

  • Offer a suitable replacement; or

  • Refund the amount paid for the missing product.

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9. Hygiene-Sensitive and Non-Returnable Products

For health, safety and hygiene reasons, certain products cannot ordinarily be returned once opened, used, tested, worn, installed or removed from sealed packaging.

These products may include:

  • Cosmetics;

  • Skincare products;

  • Hair-care products;

  • Nail and beauty products;

  • Personal-care products;

  • Fragrances;

  • Body mists;

  • Wigs;

  • Weaves;

  • Hair extensions;

  • Hairpieces;

  • Bonnets and other wearable hair accessories; and

  • Any product that comes into direct contact with skin, hair, nails or the body.

A hygiene-sensitive product may also be non-returnable if:

  • The protective seal has been broken;

  • The packaging has been opened;

  • The product has been sprayed, sampled or tested;

  • The product shows signs of use or wear;

  • Hair lace has been cut;

  • The product has been washed, brushed, combed, styled, coloured or chemically treated; or

  • The product can no longer safely be resold for hygiene reasons.

This restriction does not apply where a product is defective, unsafe, damaged before delivery, incorrectly supplied or otherwise returnable under applicable law.

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10. Wigs, Weaves and Hair Products

Wigs, weaves, hair extensions and similar hair products may be accepted for a change-of-mind return only if:

  • The product has not been worn or tried on;

  • The lace has not been cut;

  • The product has not been brushed, combed, washed or styled;

  • No heat, colour, glue, spray, chemical or treatment has been applied;

  • The original hair ties, labels, nets and packaging remain intact;

  • The hygiene seal remains unbroken; and

  • The product remains in its original, resalable condition.

Returns may be refused if the hair product:

  • Has absorbed odours, smoke, perfume or hair products;

  • Has been altered or customised;

  • Has been cut or trimmed;

  • Shows signs of wear or handling; or

  • Has been removed from sealed hygiene packaging.

Colour appearance may vary slightly due to lighting, screen settings, product photography and manufacturing batches. A reasonable colour variation that does not amount to a defect or material misrepresentation may not qualify as a defective-product return.

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11. Fragrances, Cosmetics and Personal-Care Products

Fragrances, perfumes and body mists may be returned for a change of mind only if:

  • The product is unopened;

  • Any plastic wrapping or protective seal remains intact;

  • The product has not been sprayed or tested; and

  • The packaging is undamaged and suitable for resale.

A personal dislike of a fragrance, scent preference, scent strength or the way a fragrance interacts with an individual’s body chemistry does not ordinarily mean that the product is defective.

However, customers should contact TZ Beauty Hub if:

  • The bottle arrived broken or leaking;

  • The spray mechanism does not work;

  • The wrong fragrance was delivered;

  • The product does not reasonably match its description; or

  • There is a suspected manufacturing defect.

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12. Promotional, Discounted and Clearance Products

Promotional, discounted and clearance products may be returned where required by law, including where a product is:

  • Defective;

  • Unsafe;

  • Damaged before delivery;

  • Incorrectly supplied; or

  • Materially different from its description.

A product will not be considered defective merely because it was sold at a reduced price where the reason for the reduction, imperfection or condition was clearly disclosed before purchase and accepted by the customer.

Change-of-mind returns on clearance products may be declined unless required by law or expressly approved by TZ Beauty Hub.

Where a promotional purchase included a free gift, promotional item or bundle discount, all relevant products and gifts must be returned together unless TZ Beauty Hub agrees otherwise.

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13. Order Cancellations

Customers may request an order cancellation before the order has been packed, dispatched or handed to the courier.

A cancellation request is not guaranteed until TZ Beauty Hub confirms the cancellation in writing.

If the order has already been dispatched:

  • The order may need to be treated as a return;

  • The customer may need to wait until delivery has taken place;

  • Return-delivery costs may apply where the cancellation is based on a change of mind; and

  • Hygiene and return-eligibility requirements will apply.

TZ Beauty Hub may cancel an order if:

  • A product is unavailable;

  • A pricing or listing error occurred;

  • Payment was unsuccessful or reversed;

  • Fraud or unauthorised payment is reasonably suspected;

  • Delivery information is incomplete or invalid; or

  • The order cannot lawfully or reasonably be fulfilled.

If TZ Beauty Hub cancels an order after payment has been received, the customer will receive a refund of the amount paid for the cancelled item or order.

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14. Return Request Process

To request a return, refund, exchange or replacement, the customer must contact TZ Beauty Hub through the contact details provided below.

The return request should include:

  1. The customer’s full name;

  2. The order number;

  3. The product being returned;

  4. The reason for the return;

  5. The preferred resolution;

  6. Clear photographs or videos, where relevant; and

  7. Any other information reasonably required to assess the request.

Customers must wait for return instructions and approval before sending a product back.

Products returned without prior authorisation may experience processing delays and may be sent back to the customer if they do not qualify for return.

The customer should not send a return to the courier’s office, a PUDO locker or any other address unless specifically instructed by TZ Beauty Hub.

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15. Return Shipping Costs

Return-shipping responsibility depends on the reason for the return.

TZ Beauty Hub will ordinarily cover reasonable return costs where:

  • The wrong product was delivered;

  • The product was damaged before delivery;

  • The product is confirmed to be defective;

  • The product does not reasonably match its description; or

  • TZ Beauty Hub is otherwise responsible under applicable law.

The customer will ordinarily cover return costs where:

  • The customer changed their mind;

  • The customer ordered the wrong product, shade, size, colour or fragrance;

  • The return is not related to a defect or error by TZ Beauty Hub; or

  • The law permits the direct cost of return to be assigned to the customer.

The customer must package the product securely. TZ Beauty Hub will not be responsible for loss or damage caused by inadequate return packaging or the customer’s unauthorised return method.

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16. Product Inspection

All returned products may be inspected before a refund, exchange, replacement or repair is approved.

The inspection may consider:

  • The condition of the product;

  • Whether the product has been opened, used, worn or altered;

  • Whether hygiene seals are intact;

  • Whether all accessories and promotional items are included;

  • The nature and cause of any alleged defect;

  • Whether care and usage instructions were followed; and

  • Whether the returned product matches the product originally supplied.

An inspection is intended to determine the appropriate resolution and does not remove a customer’s statutory rights.

Where an alleged defect is not immediately apparent, TZ Beauty Hub may consult the supplier, manufacturer or another competent party. Customers will be kept reasonably informed if additional assessment time is required.

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17. Refund Processing

Once a return has been received, inspected and approved, TZ Beauty Hub will notify the customer of the outcome.

Approved refunds will ordinarily be processed using the original payment method, including the original card or payment account where possible.

Refund timing may depend on:

  • The original payment method;

  • The customer’s bank;

  • The payment gateway;

  • Courier processing;

  • Fraud-prevention checks; and

  • Any legally permitted inspection or assessment.

Where the Electronic Communications and Transactions Act applies to a lawful cooling-off cancellation, the applicable statutory refund requirements and timeframes will be observed. [gov.za], [gov.za]

TZ Beauty Hub will not ordinarily issue cash refunds for purchases paid through an electronic payment gateway.

Delivery charges may be refunded where required by law. Where a return is caused by a change of mind and no legal obligation requires otherwise, delivery or return costs may be deducted or excluded as permitted by law.

Customers should allow additional time for an approved refund to appear in their account after TZ Beauty Hub has processed it.

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18. Refund Payment Method

Approved refunds will ordinarily be processed to the original payment method used when placing the order.

Depending on the payment method, the refund may be returned to:

  • The original debit or credit card;

  • The original bank account;

  • The original payment-gateway account, including PayFast where applicable; or

  • Another method approved by TZ Beauty Hub where refunding the original payment method is not reasonably possible.

For security and fraud-prevention purposes:

  • Refunds will not ordinarily be paid into a different person’s account;

  • Customers may be required to provide proof of payment and account-verification information;

  • Cash refunds will not ordinarily be issued for purchases paid electronically; and

  • TZ Beauty Hub may request additional information to verify the customer and transaction before processing the refund.

TZ Beauty Hub will never request a customer’s banking password, PIN or one-time password.

Once TZ Beauty Hub has processed the refund, the time required for the funds to reflect will depend on the customer’s bank, card issuer or payment provider. Any estimated processing period communicated by TZ Beauty Hub does not include delays caused by external financial institutions.

Where commercially reasonable and permitted by law, the customer may choose to receive approved store credit instead of a refund. A customer will not be forced to accept store credit where the customer is legally entitled to a monetary refund.

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19. Exchanges

TZ Beauty Hub may offer an exchange where:

  • The incorrect product was delivered;

  • The product is defective or damaged;

  • The customer selected the incorrect item and the product remains eligible for return;

  • The customer requests a different available product; or

  • An exchange is otherwise approved by TZ Beauty Hub.

Change-of-mind exchanges are subject to the return conditions contained in this policy. The product must ordinarily be unused, unopened, unaltered, hygienically safe and in its original resalable condition.

Hygiene-sensitive products cannot ordinarily be exchanged once opened, tested, worn, sprayed or used, unless the product is defective, damaged, unsafe or incorrectly supplied.

Exchange price differences

Where the replacement product costs more than the original product, the customer must pay the difference before the exchange is dispatched.

Where the replacement product costs less than the original product, the remaining balance may be:

  • Refunded to the original payment method;

  • Issued as store credit, if accepted by the customer; or

  • Handled in another manner agreed upon by TZ Beauty Hub and the customer.

Exchanges are subject to product availability. If the requested replacement is unavailable, TZ Beauty Hub may offer:

  • A suitable alternative;

  • Store credit; or

  • A refund where applicable.

A replacement product will ordinarily be dispatched only after the returned product has been received and inspected. TZ Beauty Hub may make an alternative arrangement where the return resulted from its own fulfilment error.

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20. Store Credit

TZ Beauty Hub may offer store credit:

  • At the customer’s request;

  • As an alternative to an exchange;

  • Where the customer chooses store credit instead of an eligible refund;

  • For the value of an approved returned product; or

  • As a goodwill remedy where appropriate.

Store credit:

  • Will be issued for the approved amount;

  • May be provided through a voucher, coupon code, customer account or another approved method;

  • May be used only for purchases from TZ Beauty Hub;

  • Cannot ordinarily be exchanged for cash once voluntarily accepted;

  • Cannot be transferred or resold without written approval from TZ Beauty Hub; and

  • May be subject to reasonable security and verification controls.

Any expiry date, redemption conditions or product exclusions applicable to the store credit will be clearly disclosed when the credit is issued.

Store credit will not replace a monetary refund where applicable South African law entitles the customer to choose or receive a monetary refund. The Consumer Protection Act 68 of 2008 protects consumers’ rights to fair value, good quality and appropriate remedies for qualifying defective goods.

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21. Delivery Fees

Delivery charges are separate from the price of the products unless the order qualifies for a free-delivery promotion.

Where TZ Beauty Hub is responsible

TZ Beauty Hub will ordinarily cover reasonable return and redelivery costs where:

  • The incorrect product was delivered;

  • The product arrived damaged;

  • An item is confirmed as missing;

  • The product is confirmed to be defective;

  • The product materially differs from its description; or

  • Applicable law requires TZ Beauty Hub to cover the cost.

Where the full order qualifies for a refund because of an error attributable to TZ Beauty Hub, the original standard delivery fee may also be refunded.

Change-of-mind returns

Where the customer returns an eligible product because of a change of mind:

  • The customer may be responsible for the direct return-delivery cost;

  • The original delivery fee may not be refundable unless required by law;

  • Any additional delivery fee for an exchange may be payable by the customer; and

  • Any premium, urgent or upgraded delivery fee may be excluded from the refund where permitted by law.

Certain online transactions may qualify for statutory cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002, subject to the Act’s conditions, costs and exclusions. [gov.za], [gov.za]

Failed or refused deliveries

Additional delivery costs may be charged where:

  • The customer provided an incomplete or incorrect delivery address;

  • The customer was unavailable to receive the parcel;

  • The customer failed to collect the parcel from the selected collection point or PUDO locker within the permitted collection period;

  • The customer refused delivery without a valid reason connected to the condition or accuracy of the order; or

  • The parcel is returned to TZ Beauty Hub after unsuccessful delivery attempts.

TZ Beauty Hub will communicate any additional delivery charge before redispatching the order.

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22. Customer Responsibilities

To help TZ Beauty Hub process a return, exchange, replacement or refund efficiently, the customer is responsible for:

  • Providing accurate contact, payment and delivery information when placing the order;

  • Reviewing product descriptions, colours, sizes, quantities, ingredients and usage instructions before purchasing;

  • Inspecting the parcel as soon as reasonably possible after delivery;

  • Reporting any damaged, incorrect or missing product promptly;

  • Providing the order number and proof of purchase;

  • Supplying clear photographs, videos or other reasonable supporting evidence where required;

  • Keeping the product and original packaging until the request has been resolved;

  • Following the return instructions supplied by TZ Beauty Hub;

  • Obtaining approval before sending a product back;

  • Packaging returned products securely to prevent damage during transit;

  • Returning all accessories, labels, manuals, packaging, promotional items and free gifts supplied with the product;

  • Ensuring that return parcels are correctly addressed;

  • Retaining courier receipts, tracking numbers and proof of return;

  • Following the manufacturer’s care, storage and usage instructions; and

  • Not using, wearing, opening, altering or damaging a product after identifying a potential return issue.

Customers must not send unauthorised returns to TZ Beauty Hub, a courier branch, a PUDO locker or another collection location without receiving return instructions.

TZ Beauty Hub will not be responsible for a return that is lost, misdirected or damaged because the customer:

  • Used an unauthorised return method;

  • Supplied incorrect return information;

  • Failed to package the product securely; or

  • Did not retain proof of shipment.

These responsibilities do not remove or reduce the customer’s statutory rights under applicable South African law.

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23. Contact Information

TZ Beauty Hub Return Support

Email: info@tzbeautysuites.com
WhatsApp: 063 054 0899
Website: www.tzbeautysuites.com
Address: 13 Payne Street, Witpoortjie, Roodepoort, Gauteng, South Africa

REQUEST RETURN SUPPORT
WHATSAPP RETURN SUPPORT

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