Phashion Phix Returns & Refund Policy
Effective Date: 12 August 2026
Welcome to Phashion Phix. We are committed to providing high-quality beauty, nail, skincare, and make-up products. Your satisfaction is important to us, and we strive to ensure every order meets your expectations.
This Returns and Refund Policy explains when products may be returned and how refunds, replacements, or exchanges are handled.
1. Our Commitment
Phashion Phix complies with the Consumer Protection Act, 2008 (Act 68 of 2008) of South Africa.
If you receive an incorrect, damaged, defective or faulty product, we will work with you to resolve the matter as quickly as possible.
2. Return Eligibility
You may request a return if:
- You received the wrong product.
- The product arrived damaged.
- The product is defective or faulty.
- The product is expired upon arrival.
- The product was damaged during shipping.
To qualify for a return:
- The item must be unused where applicable.
- The product must be returned in its original packaging.
- All accessories, seals, labels and documentation must be included.
- Proof of purchase (order number or invoice) must accompany the return.
3. Products That Cannot Be Returned
For hygiene and safety reasons, the following items cannot be returned once opened, used, or unsealed unless they are defective:
- Make-up products
- Lipsticks
- Lip glosses
- Mascaras
- Eyeliners
- Foundations
- Concealers
- Powders
- False eyelashes
- Nail polish
- Gel polish
- Nail treatments
- Nail tips
- Brushes
- Sponges
- Beauty blenders
- Cosmetic tools
- Skincare products
- Hair products
- Personal care items
- Clearance or sale items marked "Final Sale"
This policy protects all our customers by ensuring that cosmetic and hygiene products remain safe for use.
4. Cooling-Off Period
If you purchased your products online, you may have rights under the Electronic Communications and Transactions Act (ECTA) to cancel certain purchases within seven (7) days after receiving the goods.
However, this cooling-off right does not apply to products that:
- have been opened;
- have had hygiene seals broken;
- cannot reasonably be resold due to health or hygiene reasons.
Where applicable, returned products must be unopened and in their original condition.
5. Defective Products
If your product is defective, faulty, or unsafe, please notify us as soon as possible.
Where applicable under the Consumer Protection Act, you may choose one of the following remedies:
- Repair
- Replacement
- Refund
Phashion Phix may request photographs or the return of the defective product before processing your claim.
6. Incorrect Orders
If we accidentally send the wrong item:
- We will arrange collection where necessary.
- We will send the correct product at no additional cost.
- If the correct product is unavailable, you may request a full refund.
7. Damaged Deliveries
Please inspect your parcel upon delivery. If the packaging appears damaged:
- Take photographs before opening the parcel.
- Notify us within 48 hours of delivery.
- Retain all packaging materials.
We may request photographs to assist with courier claims.
8. Change of Mind
If you simply change your mind:
Returns may be accepted only if:
- the product remains unopened,
- all seals remain intact,
- the packaging is undamaged,
- the item can legally and hygienically be resold.
Return courier costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.
9. Refunds
Approved refunds will be processed using the original payment method whenever possible.
Refunds may take approximately:
- 5–10 business days for card payments
- 2–5 business days for EFT refunds (depending on your bank)
Shipping charges are generally non-refundable unless the return is due to our error or a defective product.
10. Exchanges
We offer exchanges where stock is available.
If the requested replacement product is unavailable, you may choose:
- another product of equal value,
- store credit, or
- a refund where applicable.
11. Return Process
To request a return:
Email us with:
- Your full name
- Order number
- Contact details
- Reason for the return
- Photographs (if the item is damaged or defective)
Once your request has been reviewed, we will provide instructions for returning the item.
Please do not return products without first receiving authorization from Phashion Phix.
12. Return Shipping
Where the return is due to:
- our error,
- an incorrect order,
- a defective product,
- or damage during delivery,
Phashion Phix will arrange collection or reimburse reasonable return shipping costs.
Where the return is due to a change of mind, the customer is responsible for return shipping costs.
13. Store Credit
Where appropriate, refunds may be issued as:
- Store Credit
- Product Replacement
- Original Payment Refund
The preferred remedy will depend on the circumstances and applicable South African consumer law.
14. Fraud Prevention
Phashion Phix reserves the right to refuse returns where:
- products have been intentionally damaged,
- products have been significantly used,
- fraudulent claims are suspected,
- return conditions have not been met.
Nothing in this policy limits your statutory rights under South African consumer protection legislation.
15. Contact Us
If you have any questions regarding returns or refunds, please contact us.
Phashion Phix
Johannesburg, Gauteng, South Africa
Email:
Telephone: 067 289 8860
Website: www.phashionphix.co.za
Business Hours:
Monday – Friday
08:30 – 17:00
We appreciate your support and thank you for choosing Phashion Phix. We are committed to providing quality beauty products and excellent customer service.
