Refund policy

Pink Petal Refund & Exchange Policy

At Pink Petal, customer safety, hygiene, and product integrity are extremely important to us. Due to the nature of cosmetic and personal care products, Pink Petal does not accept physical returns of used, opened, or delivered products because of health, hygiene, contamination, and safety risks.

However, in certain qualifying cases, Pink Petal may offer a refund, replacement, exchange, or store credit without requiring the item to be returned.

This policy complies with applicable South African consumer protection laws, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

1. NO PHYSICAL RETURNS POLICY

For hygiene and safety reasons, customers must not send products back to Pink Petal unless specifically instructed to do so in writing.

Pink Petal does not accept physical returns for:

  • Opened makeup products
  • Used cosmetic products
  • Swatched items
  • Makeup tools or applicators
  • Personal care products 
  • Any item that may pose a hygiene or contamination risk

Any unauthorized returns sent to Pink Petal may be refused or discarded without compensation.

2. REFUNDS, REPLACEMENTS & EXCHANGES

Although physical returns are not accepted, Pink Petal may, at its discretion and where required by law, offer:

  • A replacement product
  • An exchange
  • Store credit
  • A partial or full refund

This may apply where products are:

  • Defective
  • Damaged upon delivery
  • Incorrectly supplied
  • Expired
  • Missing from an order
  • Not materially as described

Customers may be required to provide:

  • Proof of purchase
  • Clear photographs
  • Batch numbers
  • Packaging images
  • Additional information reasonably requested for verification purposes

Pink Petal reserves the right to investigate all claims before approving compensation.

3. DEFECTIVE PRODUCTS

Under South African consumer law, customers are entitled to products that are safe, usable, durable, and of good quality.

If a product is genuinely defective, Pink Petal may provide a remedy in accordance with the Consumer Protection Act.

The following do NOT qualify as defects:

  • Damage caused by misuse, negligence, improper storage, or accidental damage
  • Personal preference or dissatisfaction with colour/shade selection
  • Minor colour variations caused by screen settings or lighting
  • Allergic reactions or skin sensitivities not caused by a manufacturing defect
  • Products used contrary to instructions
  • Normal wear and tear

Claims relating to defective, damaged, incorrect, or missing items must be reported within 48 hours of delivery.

4. CHANGE-OF-MIND PURCHASES

Pink Petal does not provide refunds, exchanges, or compensation for:

  • Buyer’s remorse
  • Incorrect shade selection
  • Preference changes
  • Orders placed accidentally
  • Failure to read product descriptions
  • Delays caused by courier companies outside of our control

Exceptions may only be granted at Pink Petal’s sole discretion.

5. SALE ITEMS & PROMOTIONS

The following items are final sale and are not eligible for refunds or exchanges unless defective under applicable law:

  • Sale items
  • Clearance products
  • Promotional bundles
  • Free gifts
  • Gift cards
  • Limited-edition products

6. REFUND PROCESSING

Approved refunds will be processed to the original payment method where reasonably possible.

Please allow:

  • 5–10 business days for processing after approval
  • Additional delays depending on your bank or payment provider

Pink Petal reserves the right to issue store credit instead of monetary refunds where legally permitted.

7. FRAUD PREVENTION

To protect the business against abuse and fraudulent claims, Pink Petal reserves the right to:

  • Refuse suspicious claims
  • Request additional verification
  • Limit repeated compensation requests
  • Deny refunds or exchanges where evidence is insufficient

False claims may result in account restrictions or refusal of future service.

8. LIMITATION OF LIABILITY

To the fullest extent permitted under South African law:

  • Pink Petal shall not be liable for indirect, incidental, or consequential damages.
  • Customers are responsible for reviewing ingredient information and product suitability before purchase.
  • Nothing in this policy excludes rights that cannot legally be excluded under the Consumer Protection Act.

9. HOW TO REQUEST ASSISTANCE

To report an issue with your order, contact:

Email: pinkpetalsa@gmail.com

Please include:

  • Full name
  • Order number
  • Product name
  • Description of the issue
  • Supporting photographs where applicable

Do not send products back unless specifically instructed by Pink Petal in writing.

10. GOVERNING LAW

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