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RETURNS & REFUND POLICY

 

At SHEGLAM South Africa, we want you to love every product you receive. Due to the nature of cosmetic products and for hygiene reasons, we have a limited returns policy. 

Important: For hygiene reasons, we cannot accept returns on opened cosmetic products. If you are unsure which shade or product is right for you, please contact us before placing your order.

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Damaged or Incorrect Items

If you receive:

  • A damaged product

  • A defective product

  • The incorrect item

  • An item missing from your order

Please notify us within 48 hours of receiving your parcel.

To assist us, please email: sheglamsouthafrica@gmail.com

Include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product, packaging and shipping label

Once approved, we will replace the item or issue a refund where applicable.

 

Change of Mind

For hygiene reasons, we cannot accept returns or exchanges on cosmetic products if you:

  • Ordered the incorrect shade

  • Changed your mind

  • No longer want the item

  • Purchased the wrong product

Please read product descriptions carefully before placing your order.

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Hygiene Products

For the safety of all customers, we cannot accept returns of any product that has been:

  • Opened

  • Used

  • Tested

  • Unsealed

  • Removed from its original packaging

      This includes, but is not limited to:

  • Lip products

  • Foundations

  • Concealers

  • Primers

  • Powders

  • Blushes

  • Highlighters

  • Mascaras

  • Eyeliners

  • Brow products

  • Setting sprays

  • Makeup sponges

  • Makeup brushes

 

Defective Products

If a product is genuinely defective and not due to misuse or accidental damage, we will assess the claim in accordance with the South African Consumer Protection Act (CPA).

If approved, we may:

  • Replace the product

  • Repair the product (where applicable)

  • Refund the purchase price

 

Return Conditions

Approved returns must:

  • Be returned in the original packaging

  • Include all accessories supplied

  • Include proof of purchase

  • Be securely packaged

Items returned without prior approval may be refused.

 

Refunds

Once your return has been inspected and approved, refunds will be processed to the original payment method where possible.

Please allow 5–10 business days for the refund to reflect, depending on your payment provider.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

 

Return Shipping

If the return is due to:

  • Our error

  • A defective item

  • A damaged parcel

We will cover the reasonable return shipping costs.

If the return is not approved under our Returns Policy, return shipping costs will be the responsibility of the customer.

 

Sale & Promotional Items

Items purchased during sales, promotions, clearance events or with discount codes may only be returned if they are defective or supplied incorrectly.

 

Colour Disclaimer

We do our best to accurately display product colours.

However, due to differences in monitor and mobile device settings, colours may vary slightly. Shade differences resulting from screen settings are not considered defects and do not qualify for returns.

 

Contact Us

If you have any questions regarding your order, we're here to help.

SHEGLAM South Africa

Email: sheglamsouthafrica@gmail.com

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