Shipping & Refunds

Refund and Returns Policy

At IntrinsiCurly Me, we value your trust and are dedicated to ensuring your satisfaction with our products and services. To provide clarity and transparency, please take a moment to read through our refund and returns policy.

Returns
Our return policy is valid for 14 days from the date of purchase. Unfortunately, if more than 14 days have passed, we regret that we cannot offer a refund or exchange.

To initiate a return, please ensure that your item remains unused, in its original, unopened packaging, and is accompanied by a valid receipt or proof of purchase.

To return your product, you have three options:

1.    You could return it in person to our offices at 2 Bruton Road, Bryanston Johannesburg, Gauteng, 2191, South Africa.

2.    Arrange for a courier service to pick up the item, ensuring it is securely packed.

3.    Contact us to organise a courier service for you.

Please note that you will be responsible for all shipping costs associated with the return, including possible insurance. We cannot take responsibility for lost or damaged packages during the return process.

If you are shipping an item over R1000, we recommend using a trackable shipping service to guarantee efficient tracking of the return shipment.

Sale Items
Please note that refunds for sale items will be processed at the sale price at which the item was purchased, not the original listed price.

The refunded amount will reflect the discounted price paid at the time of purchase. This refund does not include any delivery fees associated with the purchase of sale items.

Exchange Policy
If you find that you need to exchange an item, please follow these guidelines:

If you ordered the wrong item and need to exchange it for the correct one, kindly send us an email to initiate the exchange process. In such cases, you will be responsible for covering the courier fees associated with the exchange.

In the event that we sent you the wrong item, we apologise for any inconvenience caused. Rest assured, we will facilitate the exchange at our expense.

Defective or Expired Products
We take pride in the quality of our products. If you encounter a defective, damaged item, or if you have received an item that has expired, we are here to promptly resolve the issue for you:

To facilitate the replacement process for items with manufacturing defects or expiration issues, please email us the following:

1.    A clear photo of the product showcasing the defect or issue.

2.    The batch number of the product.

3.    Your order number.

4.    The date of purchase.

Your satisfaction is important to us, and we are committed to addressing any issues with defective or expired products promptly and efficiently.

Cancellation Policy
Our cancellation policy allows customers to request order cancellations by contacting our customer support team immediately. We will promptly verify whether the order has left the warehouse.

If it has not, we will facilitate the cancellation process. However, once the order has been dispatched, we regret to inform you that cancellations cannot be accommodated. Please reach out to us as soon as possible to inquire about cancelling your order.

Refunds
Upon receiving and inspecting your returned item, we will contact you to confirm its condition and eligibility for a refund. If the product meets our return criteria, we will then reach out to you to collect your banking details to initiate the refund process.

Please be aware that all refunds are processed exclusively on Fridays. You will receive an email notification confirming the refund, with the credited amount applied to your original payment method or credit card within a specified timeframe.

Additionally, you have the option to request your refund to be processed as a voucher, which you can apply towards your next purchase. If you choose this option, we will provide you with a voucher code to use at checkout. Please let us know your preference, and we'll ensure your refund is processed accordingly.

Late or Missing Refunds
Should you find that your refund is overdue, we recommend taking the following steps:

1.    Verify your bank account.

2.    Contact your credit card company, as there may be a processing delay before your refund is officially posted.

3.    Reach out to your bank for further assistance.

If, after following these steps, your refund is still pending, please do not hesitate to contact us.

International Returns
For our international customers, it is important to be aware of the following:

·       Return Procedures: International return procedures may vary based on your location and local regulations. To ensure a smooth process, please promptly contact our customer support team to initiate your return.

·       Timelines: Please note that international return timelines may differ due to factors such as shipping times and customs clearance. Additionally, international customers may incur extra fees, such as customs or import taxes, related to returning items. These charges are the customer's responsibility.

·       Shipping Recommendations: To guarantee a safe and timely return, we strongly recommend using trackable shipping methods and reputable carriers. This benefits both you and us by ensuring efficient tracking of the return shipment.

Terms and Conditions
For a comprehensive understanding of your rights and obligations, please refer to our full Terms and Conditions on our website. They contain important legal information pertaining to refunds and returns.

Contact Information
If you have any questions or concerns regarding refunds and returns, please don't hesitate to reach out to our dedicated customer support team at admin@intrinsicurlyme.co.za.

We appreciate your trust in IntrinsiCurly Me and are committed to providing a seamless shopping experience. Our transparent refund and returns policy are designed to ensure your satisfaction and confidence in our products and services.