Refund policy

Horizon Beauty | Returns & Refunds Policy

At Horizon Beauty, we are dedicated to providing high-quality beauty and hygiene products. Because of the personal nature of our products, we maintain strict quality and hygiene standards. Please read through our policy carefully to understand your rights and our procedures regarding returns and refunds.

1. Statutory "Cooling-Off" Period (ECT Act)

In accordance with Section 44 of the South African Electronic Communications and Transactions (ECT) Act, you are entitled to cancel your purchase and return your product for a full refund within 7 days of receiving the goods, subject to the following conditions:

  • The item must be completely unopened, unused, and in its original, sealed packaging.

  • You will be responsible for the direct cost of shipping the item back to us.

  • Once inspected and approved, your refund will be processed within 30 days of cancellation.

2. General Return Eligibility & Hygiene Restrictions

Outside of the 7-day cooling-off period, or if the product has been unsealed, the following rules apply due to public health and hygiene reasons:

  • Hygiene Protection: Makeup sponges, applicators, cosmetics, and personal care tools cannot be returned or refunded if the original protective hygiene seal or packaging has been opened, broken, or tampered with.

  • Unopened Items: If you change your mind, you may return unopened products within 14 days of delivery for a store credit or refund, provided the product remains in 100% resaleable condition. Shipping costs for "change of mind" returns are the responsibility of the customer.

3. Defective, Damaged, or Incorrect Items (CPA Compliance)

Under Section 56 of the South African Consumer Protection Act (CPA), all products carry an implied 6-month warranty against material defects or quality failures.

  • What is Covered: If you receive a product that is damaged during transit, defective, or structurally faulty (e.g., a manufacturing defect in a beauty tool), you have the right to a repair, replacement, or full refund.

  • Timeframe: You must notify us within 6 months of delivery to claim under the CPA warranty. However, for transit damage, please notify us within 48 hours of delivery to help us expedite the claim with our couriers.

  • Logistics: Horizon Beauty will cover the collection and courier fees for any verified defective or incorrect items sent to you.

4. How to Log a Return

To initiate a return, please follow these steps:

  1. Email our support team at support@horizonbeauty.co.za with your order number and clear photos of the item (and the protective seal, if applicable).

  2. Our team will review your request and issue a Return Authorization if eligible.

  3. For defective items, we will arrange a courier collection. For change-of-mind returns, you will ship the package to our designated physical address: [Insert Physical Address].

5. Refunds & Processing

  • Once your return is received at our facility, it will undergo a quality and hygiene inspection.

  • If approved, refunds will be issued back to your original payment method or via Electronic Funds Transfer (EFT).

  • Please allow 5 to 10 business days for the funds to reflect in your account, depending on bank processing times.