Returns and Refunds Policy

Last updated: 2 November 2026

Hair Depot supplies professional haircare, beauty products, accessories and equipment. The following procedures help us manage returns promptly and fairly.

Contact: larry@hairdepot.co.za

1. Requesting a return

Please contact us before sending goods back. Include:

• Your name, contact number and order number or other proof of purchase.

• The product and quantity concerned.

• The reason for your request.

• Relevant photographs of the product, packaging or reported problem.

• For equipment, the model, serial number and registration reference, where available.

We will provide a return reference and the appropriate collection or delivery instructions. Please wait for these instructions so your parcel reaches the correct destination.

A return reference acknowledges your request and does not confirm the inspection outcome.

2. Change-of-mind returns

Hair Depot offers a 14-calendar-day change-of-mind return period, starting when you receive your goods.

To qualify under this voluntary policy, products must be unused, complete and in their original saleable condition, with original packaging, accessories, instructions and intact protective seals where supplied.

• You pay the direct cost of return delivery.

• We do not charge a restocking fee.

• Original delivery charges are not refundable under this voluntary policy.

• Refunds reflect the amount actually paid for the returned goods.

Where a statutory cooling-off right applies, its requirements take precedence over these voluntary conditions. For qualifying online purchases cancelled within seven days after receipt, only the direct return cost may be charged, and the required full refund will be made within 30 days of cancellation.

3. Hygiene-sensitive products

Our voluntary change-of-mind policy excludes:

• Brushes, combs and personal-use accessories that have been used or had their hygiene seals removed.

• Haircare, scalp care, skincare, tanning and other cosmetic products that have been opened, used or had protective seals broken.

• Products contaminated, diluted, decanted or improperly stored after delivery.

• Personalised products or goods made specifically to your requirements.

• Gift cards, except where a refund is required by law.

Unopened, sealed products may qualify under the standard return conditions.

These exclusions do not prevent claims concerning incorrect, defective or unsafe goods, or other applicable statutory returns.

4. Incorrect, damaged or defective goods

Inspect your delivery promptly and contact us as soon as reasonably possible if goods are missing, incorrect, damaged or appear defective. Keep relevant packaging and photographs to assist our investigation.

Hair Depot arranges and pays for the appropriate return transport where we supplied incorrect goods or a qualifying damage or defect claim applies.

The 14-day change-of-mind period does not limit defect claims. Where the Consumer Protection Act applies, qualifying goods that fail to meet its quality requirements within six months after delivery may be returned at our risk and expense for your choice of repair, replacement or refund.

We may inspect the goods to establish the reported problem and its cause. Original packaging is helpful but is not required for a qualifying defect claim.

5. Elchim and other equipment

For Elchim and other electrical equipment, read this policy together with our Equipment Warranty, Care and Returns page, available in the website footer.

That page explains:

• Equipment registration and purchase records.

• Applicable brand warranties and care requirements.

• How to request an assessment, repair or service.

• Quotations, payment and courier arrangements for chargeable work.

The sooner you register your equipment, the better we can assist with an enquiry, warranty assessment or repair. Register online at www.hairdepot.co.za. Registration is encouraged and is not a condition of your statutory rights.

Stop using equipment that appears unsafe and contact us before further use.

For purchases from an authorised reseller, contact the seller first about a purchase return or refund. Hair Depot can assist with applicable warranty and service enquiries.

6. Consumables, wear and product suitability

Results can vary with hair or skin condition, application and use. A preference for a different fragrance, texture or result does not, by itself, establish a product defect.

Normal depletion, ordinary wear and damage caused by misuse, contamination or improper storage are assessed separately from manufacturing or quality defects.

Please contact us about any suspected quality issue or adverse reaction. Stop using the product where appropriate and retain its packaging and batch details. Each request is assessed on its circumstances and applicable rights.

7. Exchanges and promotional purchases

Exchanges are subject to stock availability. We may process an eligible return and ask you to place a new order.

Refunds for bundles and promotional purchases reflect the price actually paid and the applicable discount allocation. Any effect of a partial return on the promotion will be explained before processing. Complimentary items have no separate cash refund value.

Sale items retain their applicable consumer protections. Loyalty points and rewards relating to returned purchases are adjusted under the programme terms.

8. Refund processing

We will confirm receipt of your return and communicate the assessment outcome.

Approved refunds are normally processed to the original payment method within 10 business days after approval. Bank or payment-provider processing may take additional time.

We will meet any applicable statutory refund deadline; our assessment process does not extend it.

Contact larry@hairdepot.co.za if an approved refund has not reflected after 15 business days.

These procedures supplement and do not limit rights under applicable South African consumer law.