Refund policy
Returns & Refund Policy
At VogueTheory, customer satisfaction is important to us. We strive to supply high-quality beauty and personal care products. This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Nothing in this policy limits or excludes any rights you have under South African law.
1. Contact Us
To request a return, replacement or refund, please contact us before sending any item back.
Email: support@voguetheory.co.za
Please include:
- Full name
- Order number
- Contact details
- Description of the issue
- Clear photographs or videos (where applicable)
Returns sent without prior approval may be refused.
2. Cooling-Off Period (Online Orders)
In accordance with the Electronic Communications and Transactions Act (ECTA), customers may cancel qualifying online purchases within 7 days of receiving the goods.
To qualify for a cooling-off return:
- The product must be unused.
- The product must remain sealed (where applicable).
- The product must be returned in its original packaging.
- All accessories, inserts and promotional items must be included.
- The product must be in a condition suitable for resale.
Customers are responsible for the cost of returning the goods unless South African law requires otherwise.
Original shipping charges are non-refundable unless the return results from our error.
3. Hygiene & Personal Care Products
Because our products are intended for personal use, the following products cannot be returned once opened, unsealed or used, unless they are defective:
- Scalp massaging combs
- Hair care accessories
- Beauty tools
- Skin care products
- Cosmetic products
- Personal care items
This policy is in place to protect the health and safety of all customers.
If the tamper seal, protective packaging or hygiene seal has been removed, the product may no longer qualify for a return unless required by the Consumer Protection Act.
4. Defective Products
Under Section 56 of the Consumer Protection Act, consumers are entitled to return products with manufacturing defects within 6 months of delivery.
If your product has a genuine manufacturing defect, you may choose:
- A replacement;
- A repair (where appropriate); or
- A full refund.
Before approving a claim, VogueTheory may require:
- Photographs;
- Videos;
- Additional information; or
- Return of the product for inspection.
If inspection shows that the issue resulted from misuse, accidental damage, improper storage, normal wear and tear or failure to follow care instructions, the claim may be declined.
5. Incorrect Orders
If you receive:
- The wrong item;
- An item missing from your order; or
- A product damaged during delivery,
please notify us within 48 hours of delivery.
Please provide photographs of:
- The shipping package;
- The shipping label;
- The product received.
Once verified, VogueTheory will arrange a replacement, collection or refund where appropriate.
6. Items That Cannot Be Returned
Unless required by South African law, returns will not be accepted for:
- Opened personal care products
- Used scalp massaging combs
- Products showing signs of use
- Products damaged through misuse
- Products damaged by improper cleaning or storage
- Products altered or repaired by anyone other than VogueTheory
- Gift cards
- Downloadable or digital products
- Clearance or final-sale items marked as non-returnable
7. Return Shipping
Unless the return is due to our error or a verified manufacturing defect:
- Customers are responsible for all return shipping costs.
- Customers are responsible for ensuring returned goods arrive safely.
- We recommend using a tracked courier service.
Returns lost or damaged in transit to VogueTheory remain the customer's responsibility.
8. Inspection Process
Every returned item is inspected before a refund or replacement is approved.
VogueTheory reserves the right to refuse returns where products:
- Have been opened or used;
- Are missing original packaging or accessories;
- Show signs of misuse;
- Are damaged after delivery;
- Are not returned in resaleable condition.
Photographs taken during inspection may be retained for our records.
9. Refunds
Approved refunds will be issued using the original payment method.
Refunds may exclude:
- Original delivery charges (unless required by law);
- Express shipping fees selected by the customer;
- Reasonable deductions permitted by law where the value of the returned goods has been reduced through handling beyond what was reasonably necessary to inspect them.
Refunds are generally processed within 5–10 business days after approval, although processing times may vary depending on your bank or payment provider.
10. Product Care
Customers should inspect all products immediately upon delivery.
Please follow all care instructions provided with your product.
Damage caused by:
- Improper cleaning;
- Water damage (where applicable);
- Chemical exposure;
- Excessive force;
- Misuse;
- Normal wear and tear;
is not covered by this policy.
11. Limitation of Liability
To the fullest extent permitted by South African law:
- VogueTheory shall not be liable for indirect, incidental or consequential losses arising from the use of its products.
- Customers use all products at their own risk and should follow all supplied instructions.
- VogueTheory's total liability for any claim relating to a product shall not exceed the purchase price paid for that product, except where South African law provides otherwise.
Nothing in this policy excludes or limits any rights that cannot legally be excluded under the Consumer Protection Act.
12. Proof of Purchase
A valid order confirmation or proof of purchase is required for all return, replacement and refund requests.
13. Changes to this Policy
VogueTheory reserves the right to amend this Returns & Refund Policy at any time. Any changes will take effect upon publication on our website and will apply to future purchases only.
Contact Us
VogueTheory
Email: support@voguetheory.co.za
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (SAST)