Returns & Refunds

Last updated 19 July 2026

1. Faulty, defective or damaged products

If a product reaches you damaged, leaking, sealed incorrectly, past its expiry date, or it simply does not do what it is meant to do, we will put it right.

Let us know within 7 days of delivery. Send us your order number and a photograph of the product and its packaging — that usually saves you having to send anything back at all. Once we have confirmed the fault, you choose either:

• a full refund, including the delivery fee you originally paid, or
• a replacement of the same product, sent at our cost.

We pay the return shipping on all confirmed faulty products. Please keep the original packaging where you can.

Under the Consumer Protection Act, you have a further right to return goods that turn out to be unsafe or defective within 6 months of delivery. Nothing in this policy takes that right away.

2. Your 7-day cooling-off right

Because you are buying online, South African law gives you a cooling-off right: you may cancel your purchase within 7 days of receiving it, without giving a reason. This applies to unopened, unused products with their seals and packaging intact.

For a cooling-off return, you carry the cost of sending the product back to us. Once it arrives with us in a resaleable condition, we refund the purchase price in full.

3. What we cannot accept

Skincare and cosmetics are personal-care products, so hygiene limits what can come back to us:

• Opened or used products, unless they are faulty. Once a seal is broken we cannot resell an item, and we will not send it to another customer.
• Exchanges. We do not swap products for a different item, shade or size. If a return is approved, we refund you and you are welcome to place a new order.
• Change-of-mind returns after 7 days from delivery.
• Products damaged by misuse, or by storage in direct heat or sunlight.
• Products bought from a reseller or another store — those go back to the seller you bought from.

Choosing a shade that does not suit you is not a defect. If you are unsure which shade to order, WhatsApp us before you buy and we will help you choose.

4. How to start a return

1. Contact us on WhatsApp +27 84 666 6400 or email orders@havillahbeautyshop.co.za.
2. Give us your order number (it looks like HB-260719-1234) and tell us what is wrong. Add a photo if the product is faulty or damaged.
3. We respond within 2 business days and confirm whether the return is approved.
4. Send the product back to the address we give you, or wait for our courier if we are collecting a faulty item.
5. We inspect and refund within 10 business days of the product reaching us.

Please do not post anything back to us before we have confirmed the return — we cannot trace unannounced parcels.

5. Refunds

Approved refunds go back to the method you paid with. Card and instant EFT payments are reversed through PayFast; bank transfers are repaid into the account you paid from; Payflex orders are settled directly with Payflex, who then adjust your instalment plan.

We process refunds within 10 business days of receiving and inspecting the returned product. Your bank may take a further 3 to 5 days to show the money in your account.

Where a product is faulty, we refund the original delivery fee too. On cooling-off returns, the original delivery fee is not refunded.

6. Delivery & incorrect orders

We deliver countrywide by courier for R140, free on orders over R1 000. Orders are dispatched within 1 to 2 business days and typically arrive in 2 to 4 business days. Collection in Johannesburg is free — we send you the address once your order is confirmed.

If your parcel arrives damaged in transit, or we have sent you the wrong product, tell us within 7 days and we will collect it and correct the order at our cost. This is our error, not a change of mind, and it costs you nothing.

If a parcel goes missing in transit, contact us and we will trace it with the courier before reshipping or refunding.

7. Talk to us

We would rather sort a problem out than lose you as a customer. If something is wrong with your order, message us and we will make it right.

Havillah Beauty
WhatsApp: +27 84 666 6400
Email: orders@havillahbeautyshop.co.za
Website: havillahbeautyshop.co.za

This policy sets out how we handle returns. It does not limit any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.