Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pretoria@phoeracosmetics.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pretoria@phoeracosmetics.co.za.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pretoria@phoeracosmetics.co.za.

Return Policy for Phoera Cosmetics Customers

Customer satisfaction is our top priority. All refunds will remain at the discretion of Phoera Cosmetics. If you are not completely satisfied with your purchase, you can return the product to us, and we will refund or credit you – the choice is yours.

Please take note: Shipping/delivery costs cannot be refunded or credited, as these costs cannot be reimbursed to us by the courier company.

Return Conditions:

  • Item(s) must be returned within 7 days after receiving the goods.
  • Item(s) must be unworn, unwashed, or otherwise unused.
  • Sale, clearance, and seconds items are not eligible for a refund.
  • The purchase price (excluding delivery charges) will be refunded or credited once we receive the returned item and confirm that it meets the above conditions.
  • You have 14 days from the time your order was delivered to send it back.

Return Shipping:

You are responsible for any costs associated with returning the item to us.

PLEASE TAKE NOTE: If Phoera Cosmetics is responsible for sending damaged items or items in the incorrect size ordered by the client, pickup and return delivery costs will be covered by Phoera Cosmetics as per our return policy.

Packaging & Return Process:

  • Please return your items, with the labels attached, in the original packaging in which your order was delivered.
  • Alternatively, place the items inside a clean plastic bag and seal securely.
  • Where there is more than one parcel, ensure that they are tied together.

Important: You risk delaying the refund process if the steps outlined above are not carefully followed. Additionally, you will NOT be entitled to a refund if the returned product(s) are not sent back to Phoera Cosmetics in the exact packaging they were received in, with labels attached, and in a resalable condition.

Phoera Cosmetics also reserves the right not to refund a returned product if it is returned without its original protective packaging and not safely packed. Furthermore, we will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy.

Return Address:

All items must be sent to the following address:

Plot 70, Tian Street, Rynoue AH, Pretoria, 0035

Refunds:

  • Should you wish to be refunded for products, inform our client service team that you wish to return items and request a refund.
  • Your requested refund will be processed via Payfast within 72 hours AFTER Phoera Cosmetics has received the returned items in the original packaging and condition.
  • Refunds will be subject to a 10% admin fee.