RETURNS AND REFUNDS POLICY

1. Introduction

This Returns and Refunds Policy applies to products purchased from Biolabs Cosmetics, 

We want customers to feel confident when shopping with us. This policy explains when products may be returned for a refund, replacement or exchange.

This policy forms part of the Terms and Conditions applicable to our website. It must be read together with those Terms and Conditions and all applicable South African consumer laws, including the Consumer Protection Act 68 of 2008 (“CPA”).

Nothing in this policy is intended to limit any rights that a customer may have under applicable law.

2. Change-of-Mind Returns

Subject to the conditions below, you may request to return an unwanted product within 14 days after delivery.

A change-of-mind return will only be accepted where the product:

• is unused and in its original condition;

• has not been opened, tested, applied or sampled;

• has not had any seal, protective covering or hygiene seal broken;

• remains in its original, undamaged packaging;

• includes all accessories, inserts, gifts and promotional items supplied with it; and

• is suitable for resale.

For health, hygiene and product-integrity reasons, we cannot accept change-of-mind returns of opened or used:

• skincare products;

• haircare or scalp-care products;

• creams, serums, oils, masks or sprays;

• cosmetic powders or cosmetic ingredients;

• products supplied in sealed or tamper-evident packaging;

• applicators, cosmetic tools or accessories that come into contact with the skin or hair; or

• personalised, specially formulated or made-to-order products.

These restrictions do not affect your rights where a product is defective, unsafe, incorrectly supplied or not as described.

3. Requesting a Return

Before returning a product, please contact us through our Contact Page or at [insert email address] and provide:

• your full name;

• your order number;

• the product you wish to return;

• the reason for the return; and

• photographs where the product is damaged, defective or incorrectly supplied.

Products must not be returned without receiving return instructions from us.

Approved change-of-mind returns must be sent to [insert return address] at the customer’s cost.

We recommend using a tracked courier service and obtaining appropriate transit insurance. Products remain the customer’s responsibility until they have been delivered to and accepted at our return address.

Original delivery charges and return courier charges are not refundable for change-of-mind returns, except where required by law.

4. Incorrect Products

Please inspect your order as soon as it is delivered.

Where you receive a product that you did not order, please notify us as soon as reasonably possible and provide photographs of:

• the product received;

• the product label;

• the outer packaging; and

• the courier label.

Once the return has been approved, we will arrange collection at no additional cost to you.

After verifying the return, we will, depending on stock availability and your applicable legal rights:

• deliver the correct product;

• offer a suitable replacement; or

• issue a refund.

Please do not open or use an incorrectly supplied product unless instructed to do so by us.

5. Products Damaged in Transit

If your parcel or any product is visibly damaged when delivered, please notify us as soon as possible.

Your notification should include:

• your name and contact details;

• your order number;

• a description of the damage; and

• clear photographs of the outer packaging, courier label, internal packaging and damaged product.

Please retain the product and all original packaging while we assess the matter. The courier may need to inspect or collect the damaged parcel.

Once the damage has been verified, we will arrange an appropriate remedy in accordance with applicable law, which may include replacement or refund.

Biolabs Cosmetics will not be responsible for damage caused after delivery through improper storage, mishandling, exposure to excessive heat, contamination or failure to follow the product instructions.

6. Defective or Unsafe Products

Products supplied by Biolabs Cosmetics are subject to the consumer protections and implied warranties provided under applicable South African law.

Where a product is defective, unsafe, of unacceptable quality or not reasonably suitable for its ordinarily intended purpose, you may notify us and request an appropriate remedy.

A defective product may be returned within the period provided by applicable law, including the six-month implied warranty period contemplated in the CPA where applicable.

We reserve the right to inspect or assess the product to determine:

• whether a defect exists;

• the nature and cause of the defect;

• whether the defect existed when the product was supplied; and

• whether the problem resulted from improper use, storage, alteration or handling after delivery.

Subject to the CPA and any other applicable law, a verified defective product may qualify for a repair, replacement or refund.

A product will not ordinarily be regarded as defective where the issue arises from:

• normal characteristics of the formulation;

• minor variations in colour, scent, viscosity or texture that do not affect product quality or safety;

• incorrect or unsuitable storage;

• contamination after opening;

• failure to follow usage or storage instructions;

• accidental damage, negligence or misuse;

• use after the stated expiry or period-after-opening date;

• an allergic reaction, sensitivity or incompatibility that is not caused by a product defect;

• unauthorised alteration, dilution, mixing or reformulation;

• using a cosmetic ingredient contrary to its supplied specifications or intended professional application; or

• a product being unsuitable for a customer’s personal preference, skin type or expected result despite being accurately described.

This clause does not exclude liability where the product is genuinely defective, unsafe, incorrectly labelled or otherwise fails to meet the standards required by law.

7. Cosmetic Ingredients and Raw Materials

Cosmetic ingredients and raw materials require appropriate formulation knowledge, handling, weighing, preservation, testing and storage.

Change-of-mind returns of cosmetic ingredients will not be accepted once the container, seal or protective packaging has been opened or tampered with.

Biolabs Cosmetics cannot accept responsibility for a formulation failure caused by:

• incorrect measurements or concentrations;

• incompatibility with other ingredients;

• unsuitable pH;

• inadequate preservation;

• contamination during formulation;

• failure to conduct stability or compatibility testing;

• unsuitable packaging;

• incorrect storage; or

• use outside the supplied specifications.

This does not affect a customer’s rights where the ingredient itself was defective, contaminated before delivery, incorrectly supplied or materially different from its description.

8. Product Sensitivities and Reactions

Customers should review the full ingredient list and product instructions before use.

Where appropriate, a patch test should be performed before applying a new cosmetic product more broadly. Stop using a product if irritation or an unexpected reaction occurs.

A sensitivity, allergy or individual reaction does not automatically mean that a product is defective. However, please contact us if you believe a reaction may have resulted from contamination, incorrect labelling or a manufacturing defect.

Nothing in this section limits any rights or remedies available under applicable consumer law.

9. Order Cancellations

To request cancellation of an order, contact us as soon as possible.

We will attempt to cancel the order before processing or dispatch, but cancellation cannot be guaranteed once fulfilment has begun.

An order cannot ordinarily be cancelled after it has been dispatched. Once delivered, it may be eligible for return in accordance with this policy and applicable law.

Where an order has already been packed, processed or handed to the courier, any refundable amount may exclude delivery and other reasonable costs already incurred, to the extent permitted by law.

10. Undelivered Orders

If tracking indicates that an order has not been delivered within the expected timeframe, please contact us so that we can investigate with the courier.

Where an order is confirmed as lost in transit, we will offer an appropriate resolution, which may include resending the order or issuing a refund.

A refund or replacement may be declined where delivery failed because:

• an incorrect or incomplete delivery address was provided;

• incorrect contact information was supplied;

• the recipient repeatedly failed to accept delivery;

• the customer failed to collect the parcel within the courier’s collection period; or

• the order was delivered to the address provided and accepted by a person at that address.

Where a parcel is returned to us due to an incorrect address or failed delivery, the customer may be responsible for reasonable return and redelivery charges.

11. Refund Process

All returned products are subject to inspection before a refund or exchange is approved.

Approved refunds will ordinarily be processed through the original payment method. Processing times may vary depending on the payment provider or financial institution.

Unless required otherwise by law:

• original shipping and handling charges are not refundable for change-of-mind returns;

• return courier charges are the customer’s responsibility for change-of-mind returns;

• promotional discounts will be taken into account when calculating the refund;

• free gifts supplied with an order must also be returned unopened and unused; and

• refunds will only be issued for the amount actually paid for the returned product.

Where a returned product does not meet this policy, we may decline the return or require the customer to pay the cost of sending the product back to them.

12. Exchanges

Exchanges are subject to product availability.

Where an exchange is approved:

• any difference in price must be paid by the customer;

• any refundable price difference will be processed after the returned product has been inspected;

• the original product must first be returned in accordance with this policy; and

• additional delivery charges may apply to change-of-mind exchanges.

Opened or used cosmetic and hygiene-sensitive products cannot be exchanged unless they are defective, incorrectly supplied or otherwise returnable under applicable law.

13. Cooling-Off Rights

Where a transaction resulted from direct marketing as contemplated in the CPA, you may have the right to cancel the transaction without reason or penalty by providing written or otherwise recordable notice within five business days after the later of:

• the date on which the transaction or agreement was concluded; or

• the date on which the goods were delivered.

Where goods have already been delivered, they must be returned in accordance with applicable law.

Any refund due following a valid statutory cooling-off cancellation will be processed within the period required by applicable law.

The statutory cooling-off right applicable to direct marketing should not be confused with our voluntary 14-day change-of-mind policy.

14. Promotions, Bundles and Gifts

Products purchased as part of a promotional bundle may need to be returned together unless we approve the return of an individual item.

Where only part of a discounted bundle is returned, the refund may be recalculated according to the actual value paid for the returned product after applying the relevant discount.

Any complimentary product, gift or promotional item connected to the returned purchase must also be returned unopened and unused. If it is not returned, its reasonable retail value may be deducted from the refund, where permitted by law.

15. Legal Provisions

This policy is governed by the laws of the Republic of South Africa.

Nothing in this policy is intended to waive, restrict or exclude any consumer right or remedy that cannot lawfully be waived, restricted or excluded.

If any provision of this policy is found to be unlawful, invalid or unenforceable, that provision will be treated as severable to the extent necessary. The remaining provisions will continue to apply.

A failure or delay by Biolabs Cosmetics to exercise any right under this policy will not constitute a waiver of that right.

16. Contact Us

For return, refund, exchange or damaged-delivery enquiries, contact:

Biolabs Cosmetics
Email: [insert email address]
Telephone or WhatsApp: [insert number]
Return address: [insert return address]
Website: [insert website address]

Please include your full name and order number in all correspondence.