Refund policy

IntrinsiCurly Me: 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 14-Day Return Policy

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

Eligibility for Returns

To be eligible for a return, please ensure that:

  • Your item is unused.
  • Your item is in its original, unopened packaging.
  • You have a valid receipt or proof of purchase.

How to Return Your Product

You have three options to return your product:

  1. In-Person: Return it to our office at 2 Bruton Road, Bryanston, Johannesburg, Gauteng, 2191, South Africa.
  2. Arrange Your Own Courier: Arrange for a courier service to pick up the item, ensuring it is securely packed.
  3. Use Our Courier Service: Contact us to organise a courier service for you.

Return Shipping Costs

Please note that you will be responsible for all shipping costs associated with returning your item, including any potential insurance. IntrinsiCurly Me cannot take responsibility for lost or damaged packages during the return transit.

High-Value Returns

If you are shipping an item valued over R1000, we strongly recommend using a trackable shipping service to ensure the safe and documented return of your 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:

  • You Ordered the Wrong Item: If you 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.
  • We Sent the Wrong Item: We sincerely apologise for any inconvenience if we sent you the wrong item. Rest assured, we will facilitate the exchange at our expense.

Defective, Damaged, 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, damage, or expiration issues, please email us the following information:

  • A clear photo of the product showcasing the defect or issue.
  • The batch number of the product.
  • Your order number.
  • The date of purchase.

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

Order 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 our warehouse.

  • If Not Dispatched: We will facilitate the cancellation process.
  • If Dispatched: Once an 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

Processing Your Refund

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.

Refund Timing

Please be aware that all refunds are processed exclusively on Fridays.

Notification and Crediting

You will receive an email notification confirming the refund. The credited amount will be applied to your original payment method or credit card within a specified timeframe, depending on your card issuer's policies.

Voucher Option

Alternatively, you have the option to request your refund to be processed as a store 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 again.
  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, as processing times can vary.

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

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 & Fees: 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:

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