Refund policy

Returns, Refunds & Exchanges Policy

Last Updated: June 2026

At Vanity Beauty Lab, we are committed to providing high-quality beauty and wellness products. This Returns, Refunds & Exchanges Policy is designed to comply 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. Hygiene & Safety Products

For hygiene, health and safety reasons, Rose Quartz Face Rollers, Gua Sha Stones and any other skincare tools that come into direct contact with the skin may not be returned, exchanged or refunded once opened, used, damaged, altered, or removed from their original sealed packaging, except where required by law.

This policy helps protect all customers from receiving products that may have been previously used.

2. Change of Mind Returns

We do not offer returns, exchanges or refunds for:

  • Change of mind purchases

  • Incorrect product selection by the customer

  • Products no longer wanted

  • Products purchased as gifts

  • Minor variations in colour, pattern, stone appearance, texture or natural markings that occur in genuine stone products

If we choose to accept a discretionary return, it must:

  • Be requested within 7 days of delivery;

  • Be unused, unopened and in its original condition;

  • Include all original packaging, inserts and accessories;

  • Be approved in writing by us before being returned.

Approved discretionary returns may be subject to a reasonable handling, restocking and shipping fee where permitted by law.

3. Defective, Damaged or Incorrect Products

If you receive a product that:

  • Is defective;

  • Is damaged upon delivery;

  • Differs materially from what was ordered; or

  • Is unsafe or not of acceptable quality,

please notify us within 7 days of receiving the order.

You may be required to provide:

  • Your order number;

  • Photographs of the product;

  • Photographs of the packaging; and

  • A description of the issue.

Where required under the CPA, we may offer a repair, replacement or refund after inspection and verification of the claim. Consumers may have rights for defective goods for up to six months from delivery under the CPA.

4. Products Damaged During Shipping

If your parcel arrives visibly damaged:

  • Photograph the parcel before opening it;

  • Retain all packaging materials;

  • Notify us within 48 hours of delivery.

Failure to provide sufficient evidence may affect our ability to process a courier damage claim.

5. Return Approval Required

No return may be sent without prior written authorization from our customer support team.

Unauthorized returns may be refused and returned to the sender at the sender's expense.

6. Condition of Returned Products

Returned items must:

  • Be securely packaged;

  • Include proof of purchase;

  • Include all original accessories and packaging;

  • Not show signs of use, wear, contamination or misuse.

We reserve the right to refuse returns that do not meet these requirements where legally permissible.

7. Refund Processing

Approved refunds will be processed to the original payment method used for purchase.

Refunds may take 5–15 business days to reflect, depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless required by law or where the return results from our error.

8. Return Shipping Costs

Unless the return relates to a verified defect, incorrect item supplied, or another circumstance where the CPA requires otherwise:

  • The customer is responsible for return shipping costs;

  • The customer bears the risk of loss until the returned product is received by us.

9. Inspection & Fraud Prevention

We reserve the right to:

  • Inspect all returned products;

  • Refuse fraudulent or abusive claims;

  • Refuse returns showing signs of misuse, accidental damage, improper storage, modification or unauthorized repair.

Any attempt to return used products as new may result in refusal of the return.

10. Natural Stone Disclaimer

Our Rose Quartz Rollers and Gua Sha Stones are manufactured from natural stone materials.

Variations in:

  • Colour;

  • Veining;

  • Texture;

  • Natural inclusions; and

  • Surface markings

are normal characteristics of natural stone and do not constitute defects.

11. Cooling-Off Rights

Where applicable under South African law, consumers may be entitled to statutory cooling-off rights in respect of qualifying transactions. Nothing in this policy limits any rights afforded to consumers under applicable legislation.

12. Limitation of Liability

To the maximum extent permitted by law, Vanity Beauty Lab shall not be liable for:

  • Indirect or consequential losses;

  • Allergic reactions arising from pre-existing sensitivities;

  • Damage caused by misuse of products;

  • Results differing from customer expectations.

Customers should discontinue use immediately if irritation occurs.