Refund policy

Returns & Refunds Policy

At beautyandbains™, we want you to feel confident shopping with us. Every order matters, and we're committed to ensuring that your experience is as smooth as possible.

If something isn't quite right with your order, we're here to help.

1. Returns

We accept returns of eligible products within 14 days of delivery, provided that:

The product is unused, unopened and in its original condition.
Any protective seals remain intact.
The product is returned in its original packaging.
Proof of purchase is provided.

To request a return, please email hello@beautyandbains.co.za with your order number and the reason for your return.

Please contact us before sending any products back so we can provide the correct return instructions.

2. Opened or Used Products

For hygiene and safety reasons, we generally cannot accept change-of-mind returns of skincare or beauty products that have been opened, used or had their protective seals removed.

This does not affect your rights if a product is faulty, unsafe, damaged or otherwise fails to meet applicable consumer protection standards.

3. Damaged, Faulty or Incorrect Products

We take great care in preparing every order. However, if your product arrives damaged, is incorrect or appears faulty, please contact us as soon as possible.

Email hello@beautyandbains.co.za with your order number, a description of the issue and photographs where available.

Where a return is accepted because a product is faulty, damaged or incorrect, we will arrange the appropriate remedy and cover reasonable return costs as required by law.

4. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

Approved refunds will be processed to your original payment method wherever possible.

Please allow up to 10 business days for an approved refund to be processed, except where a different statutory timeframe applies. Your bank or payment provider may require additional time for the funds to appear.

Refunds will be calculated according to the circumstances of the return and your applicable consumer rights.

5. Return Shipping

For voluntary change-of-mind returns, customers are responsible for the direct cost of returning products.

Where a product is faulty, incorrect or otherwise qualifies for a return at our expense under applicable law, beautyandbains™ will cover the reasonable return shipping costs.

Please do not send products back without first contacting our customer care team.

6. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at hello@beautyandbains.co.za.

If your order has not yet been dispatched, we will do our best to cancel it and arrange a refund.

If your order has already been dispatched, the applicable returns procedure will apply.

7. Promotions and Discounted Products

Products purchased during promotions or using discount codes are subject to the same statutory consumer protections as regularly priced products.

Eligible promotional purchases may be returned under this policy. Refunds for voluntary returns will be based on the amount actually paid for the returned products.

8. Skin Sensitivity and Individual Results

We understand that everyone's skin is different.

Our skincare products are developed with a range of skin types in mind, including melanin-rich and sensitive skin. However, individual skin responses and results may vary.

We recommend reviewing product ingredients and carrying out a patch test where appropriate, particularly if your skin is sensitive or reactive.

We cannot guarantee particular cosmetic results. If you experience an unexpected reaction, discontinue use and contact us so we can try and assist.

9. Your Consumer Rights

This policy is intended to operate in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act and the Electronic Communications and Transactions Act.

Nothing in this policy excludes or restricts your statutory consumer rights.