Refund policy

The Good Hair Company Returns and Refunds Policy

Version 1.0 December 2020

You may exchange most of our products in their new, unopened condition within 10 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.

pastedGraphic.png

1. Our goods

We supply hair and scalp care products.

2. Read product descriptions and instructions

Please carefully read product descriptions and follow directions for use to get the most value from each product.

3. Un-returnable goods

We supply certain products that you cannot return to us as they are:

  • electronic vouchers or
  • of a nature that prevents them from being returned, such as our online tutorials or courses.

If however when we are at fault, we will replace or refund you for any purchase.

4. Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within 7 days, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return new, unused products, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

Certain goods by reason of their nature cannot be returned during the cooling-off period, such as electronic vouchers or online tutorials. We will revoke access to our online courses if you cancel an electronic transaction in terms of section 44 of the ECT Act.

4.1. Return of goods in terms of cooling-off period

You must return any goods in new condition with all original packaging. We will refund the purchase price of the goods within 30 days of the date of cancellation.

5. Returns within 10 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return our products in their new, unopened condition within 10 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund. 

6. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 10 days by emailing us at customercare@thegoodhaircompany.co.za.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website:

  • Please do not remove the product from its original packaging or any of the stickers or labels.
  • Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

  • deliver the correct item to you as soon as possible (if available); or
  • send you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase).
    • Please note that a refund is not available if the item was received as a gift.

7. Goods arrived damaged

If your products arrive damaged then we will do our best to resolve the issue. Please notify us within 10 days by emailing us at customercare@thegoodhaircompany.co.za.

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box (including whether it has a Fragile sticker or not);
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • replace the product (if available); or
  • issue a refund voucher for the purchase price of the product or
  • issue a refund (using the same method of payment you originally used for the purchase).
    • Please note that a refund is not available if the item was received as a gift.

8. How to return an item

There are different methods of returning an item:

  • You may drop off the item at our offices at 25 6th Street, Parkhurst, Randburg, 2193. There is no cost associated with this.
  • You may elect to use a reliable, reputable courier service to deliver the package back to our offices at 25 6th Street, Parkhurst, Randburg, 2193 at your own cost.
  • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.

9. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

10. How we process your refund

11.1. Returns within 10 days

You will be offered a The Good Hair Company voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

11.2. Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

11.3. Goods purchased with vouchers or gift cards

We have three types of vouchers:

  1. a purchased fixed amount gift, e.g.: R200 paid by gift giver (gift voucher or gift card)
  2. a promotional fixed amount discount, e.g. R100 off (fixed voucher), and
  3. a promotional percentage discount, e.g. 10% off (percentage voucher)

We cannot refund in cash, purchases made with a gift voucher. We will either reinstate the used gift voucher or issue you with a new one.

If you use a fixed voucher to pay for an order, and you later cancel the order (or part thereof) prior to delivery of the products, or you return one or more products in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned products. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher. For further information on restrictions on promotional vouchers, please see our voucher terms.

If you use a percentage voucher to pay for an order, and you later cancel your order (or part thereof) prior to delivery of the products, or you return one or more products in accordance with this policy, the value of the discount received using the percentage voucher will be deducted off the purchase price of the cancelled or returned goods (as applicable), and we will refund you for the balance, if any. We will also provide you with a replacement percentage voucher of the same discount as the original percentage voucher. We may in our sole discretion impose restrictions on the use of the replacement percentage voucher, including a limited validation period. For further information on restrictions on promotional vouchers, please see our voucher terms.

12. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable products, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

  • If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
  • You may choose to have the item collected by our couriers or drop it off at our office at 25 6th Street, Parkhurst, Randburg, 2193. 
  • If you claim that our product is defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective. We do not regard the following as defective:
    • damage that occurred after delivery;
    • damage arising from negligence or incorrect usage of the product;
  • If you returned the goods within the 10 day return period and our staff report that the goods were defective, then we will either contact you and ask you whether you would like us to, replace, or refund the price of the products (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
  • If you choose for us to replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
  • If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 10 days.
  • If the item was given to you as a gift, you will need to provide the original purchaser's details. We will give you a refund in the form of a The Good Hair Company voucher to the value of the item.
  • All free gifts, gift with purchase items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.

13. Our customer support department contact details

  • Email address: customercare@thegoodhaircompany.co.za 
  • Address: 25 6th Street, Parkhurst, Randburg, 2193
  • Office hours:
    • Monday to Friday: 09:00 to 17:00
    • Closed on Saturdays, Sundays and Public Holidays

14. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers' rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our products, or have any questions, please contact our customer care department and have your invoice ready. We will try our best to solve your problem..

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to Customer Care at customercare@thegoodhaircompany.co.za.