Refund policy

RETURNS & REFUNDS POLICY
Effective Date: 20/05/2026
Last Updated: 20/05/2026

This Returns & Refunds Policy is governed by the Consumer Protection Act, 2008 (Act No. 68 of 2008) of South Africa and sets out your rights and our obligations regarding returns, refunds, and exchanges for Mzansique Skin products.

YOUR COOLING-OFF RIGHTS

In accordance with Section 16 of the Consumer Protection Act, you have the right to return goods within 7 (seven) business days of receiving your order, subject to the conditions outlined below.

The cooling-off period begins on the day you receive your goods and ends at midnight on the seventh business day thereafter. Public holidays and weekends are excluded from this calculation.

IMPORTANT NOTE ON SKINCARE RETURNS

Due to the personal and hygienic nature of skincare and cosmetic products, we are unable to accept returns on items that have been opened, used, or had their seals broken — unless the product is faulty, defective, or materially different from its description.

This is a standard hygiene practice across the skincare industry and is consistent with your rights under the Consumer Protection Act.

We strongly encourage you to:
- Review product descriptions, ingredient lists, and our skincare education content before purchasing
- Contact us before ordering if you have questions about a product's suitability for your skin
- Perform a patch test on a small area of skin before full application of any new product

RETURN ELIGIBILITY

Unopened Skincare Products (Sealed):
- Return window: 7 business days from delivery
- Condition required: Original seal intact, packaging undamaged, all items included
- Eligible for: Full refund (minus original delivery fee for change-of-mind returns)

Opened or Used Skincare Products:
- Non-returnable for change-of-mind or personal preference
- Returnable only if: Faulty, defective, contaminated, or materially different from description

Skincare Devices & Tools (e.g., LED massagers, eye wands):
- Return window: 7 business days from delivery
- Condition required: Unused, in original packaging with all accessories and documentation
- Non-returnable if: Used, activated, or seals broken (unless faulty)

Bundles & Kits:
- The entire bundle must be returned; partial bundle returns are not accepted
- All items in the bundle must meet the return condition applicable to each item type

UNIVERSAL NON-RETURNABLE ITEMS

Regardless of category, the following cannot be returned or refunded:
- Opened or used skincare, serum, moisturiser, oil, or cleanser products (hygiene reasons)
- Products purchased during "Final Sale," "Clearance," or explicitly "Non-Refundable" promotions
- Damaged items due to misuse, improper storage, or failure to follow product instructions
- Items returned without prior authorization (Return Authorization Number required)
- Digital products, gift cards, or vouchers (unless faulty)
- Perishable goods or items past their stated expiry date

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We maintain strict quality standards. If you receive a product that is damaged, defective, contaminated, or different from what you ordered, we will resolve the matter in accordance with your rights under Sections 55 and 56 of the Consumer Protection Act.

Reporting Requirements:
You must notify us within 48 hours of delivery by:
- Emailing mzansiques@gmail.com with your order number
- Providing clear photographs of the damaged or defective item and its packaging
- Describing the fault or discrepancy in detail

Our Resolution:
Upon verification, we will offer you:
- A full replacement of the affected item(s) at no additional cost, or
- A full refund including original delivery fees

We will arrange collection of the defective or incorrect item at our expense. You are not required to return faulty goods at your own cost.

ADVERSE SKIN REACTIONS

We take ingredient transparency seriously and list all ingredients clearly on our product pages and labels. However, individual skin response varies and we cannot guarantee that a product will be suitable for every skin type.

If you experience an adverse reaction:
- Discontinue use immediately
- Consult a healthcare professional or dermatologist if the reaction is severe
- Contact us at mzansiques@gmail.com with your order number and a description of the reaction

Adverse skin reactions do not automatically qualify as product defects under the Consumer Protection Act, particularly where the product is not contaminated and ingredients are correctly listed. We assess each case individually and aim to resolve all concerns fairly.

HOW TO INITIATE A RETURN

Step 1: Contact Us
Email mzansiques@gmail.com or call 071 665 2019 within 7 business days of delivery. Include:
- Your order number
- Item(s) you wish to return
- Reason for return
- Photographs (required for damage, defect, or reaction claims)

Step 2: Await Return Authorization
We will review your request within 24 hours and provide:
- A Return Authorization Number (RAN)
- Return instructions and address
- Confirmation of whether return shipping is at your cost or ours

Step 3: Package Your Return
- Securely pack the item(s) in original packaging where possible
- Include all accessories, components, and documentation
- Include a printed copy of your invoice or order confirmation
- Clearly mark the RAN on the outside of the package

Step 4: Ship the Return
- Use a trackable courier service (we recommend The Courier Guy)
- Send to the address provided in your return authorization
- Keep proof of postage until your refund is confirmed

Unauthorized returns sent without prior approval may not be accepted and could be returned to sender at your expense.

RETURN SHIPPING COSTS

Returns Due to Our Error (Faulty / Wrong / Damaged Items)
If the return is due to:
- Product defect, contamination, or fault
- Wrong item sent
- Damaged goods upon arrival
- Material difference from product description

We cover all return shipping costs and will arrange collection via our courier partner.

Standard Returns (Cooling-Off Period / Change of Mind — Unopened Only)
For returns of unopened, sealed products within the 7-day cooling-off period where no fault exists:
- You are responsible for return shipping costs
- Items must be securely packaged to prevent damage in transit
- We recommend using a trackable courier service
- Risk of loss or damage during return transit remains with you until the item is received and inspected by us

Estimated return shipping costs via The Courier Guy:
- Small parcels (under 2kg): R60–R120 depending on location
- Medium parcels (2–10kg): R120–R250 depending on location

REFUND PROCESSING

Inspection & Approval
Once we receive your returned item:
- We will inspect it within 2 business days to verify it meets return conditions
- You will be notified via email of the outcome (approved or rejected)
- If rejected, we will explain why and offer you the option to have the item returned to you at your cost

Refund Timeframes
If your return is approved:
- Refunds are processed within 5–7 business days from inspection date
- Refunds are issued via your original payment method
- Bank processing may take an additional 3–5 business days to reflect in your account

Refund Amounts
- Faulty/wrong/damaged items: Full product price + original delivery fee
- Standard returns (cooling-off, unopened): Product price only; original delivery fee is non-refundable
- Partial returns: Refund proportional to returned items; if this brings the order total below the free shipping threshold, the delivery fee may be deducted

EXCHANGES

We do not offer direct exchanges. If you wish to exchange an unopened product for a different variant or product:
- Return the original item following the standard returns process
- Place a new order for the desired item
- Once your return is processed and approved, you will receive a refund

This ensures you receive your preferred item quickly without waiting for the return to be processed first.

Exception: If the exchange is due to a fault or error on our part, contact us directly and we will facilitate a priority resolution at no additional cost.

SALE & PROMOTIONAL ITEMS

Items purchased during promotional periods are subject to the same return policy unless specifically marked as "Final Sale" or "Non-Refundable" at the time of purchase.

If marked as final sale:
- Returns are only accepted if the item is faulty or defective
- Standard cooling-off rights do not apply
- This will be clearly indicated on the product page and in your order confirmation

ORDER CANCELLATIONS

Before Dispatch
Orders can be cancelled free of charge at any time before they have been dispatched. To cancel:
- Email mzansiques@gmail.com or call 071 665 2019
- Provide your order number
- We will confirm cancellation and process a full refund within 3–5 business days

After Dispatch
Once an order has been shipped, it cannot be cancelled. The standard returns policy will apply once you receive the goods.

RESTOCKING FEES

We do not charge restocking fees for standard returns that meet our return conditions.

However, a restocking fee of 15% may apply in the following circumstances:
- Item returned without authorization (no RAN obtained)
- Item returned in damaged or unsellable condition due to customer handling
- Missing components, accessories, or packaging
- Incorrect address provided resulting in return to sender

The restocking fee will be deducted from your refund amount.

CONSUMER RIGHTS UNDER THE CPA

Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 2008. You have the right to:
- Return goods that are unsafe, defective, or not of merchantable quality
- Receive a refund, repair, or replacement for faulty goods within 6 months of purchase
- Fair, reasonable, and transparent terms of trade
- Protection against unconscionable, unfair, or unjust contract terms

If you believe your rights have not been respected, you may lodge a complaint with the National Consumer Commission:
Website: www.thencc.gov.za
Phone: 0860 003 600
Email: complaints@thencc.org.za

For returns, refunds, or exchange queries:
Email: mzansiques@gmail.com
Phone: 071 665 2019
Hours: Monday – Friday, 8:00 AM – 5:00 PM SAST

We aim to respond to all return requests within 24 hours.

Infinite Finds (Pty) Ltd t/a Mzansique Skin
Registration Number: 2025/798012/07
VAT Number: To be confirmed
Registered Address: 111 Kuneningi Farm, Pongola, KZN, 3170, South Africa