Refund policy

Cosmetic Connection eCommerce Pty Ltd Trading as Cosmetic Connection

Refund and Order Policy

Cosmetic Connection is committed to delivering exceptional products to our esteemed clientele. We recognize that on rare occasions, a product may not meet your expectations, necessitating a return. Below is our comprehensive refund policy for such instances.

Order Placement and Finalization

Upon completion of an order through the Cosmetic Connection eCommerce platform, the order is deemed final and irrevocable. Cosmetic Connection does not accept requests for amendments, cancellations, or changes once an order has been submitted, as orders are processed immediately to ensure operational efficiency and accuracy.

Should a customer refuse to accept delivery of an order from the courier, or decline acceptance of the order at any Cosmetic Connection collection or delivery point, the order will be treated as returned by the customer.

In such instances, once the order has been received back and inspected by Cosmetic Connection, a refund may be processed at Cosmetic Connection’s discretion, subject to the conditions outlined below.

Refund Conditions – Refused or Returned Orders

  • A 15% handling, processing, and restocking fee will be deducted from the refundable amount.

  • All courier, delivery, and return shipping costs incurred by Cosmetic Connection will be non-refundable and deducted accordingly.

  • Refunds will only be processed once the returned order has been received, verified, and approved by Cosmetic Connection.

  • Approved refunds will be issued via the original payment method used at checkout.

Cosmetic Connection reserves the right to decline a refund if the returned goods are damaged, incomplete, tampered with, or not in their original saleable condition.

Important: Refunds or exchanges are not allowed after 48 hours from delivery.

Refund Processing Time

Refunds are processed within an estimated 7-14 business days, subject to the payment method utilized. The precise processing period may vary.

Payment and Product Modifications

Post-order modifications, including payment method alterations or product exchanges, are not permitted. Clients desiring alternative products are encouraged to initiate a new order. In the event of inventory discrepancies, our Customer Service Team will proactively engage with the customer to communicate any delays or suggest alternative products tailored to the customer's original choice and needs. Should our substitute not meet the customer's satisfaction, a refund can be issued without additional charges.

Karseell Products Authorization

Cosmetic Connection is the primary authorized reseller of Karseell products in South Africa. We ensure all products are compliant with South African regulations and legal for sale within the country. Once the stock is purchased, it is the customer’s responsibility to comply with any additional requirements for reselling, including obtaining authorization letters or permits. No refunds or exchanges are allowed on Karseell products.

Customer Obligations

Customers bear the responsibility for verifying the accuracy of all order details, including payment method and product selection, prior to finalizing the order. Cosmetic Connection is not liable for customer errors during the order process. Should an error occur, it is imperative that customers contact our customer service team immediately for support.

Communication

Our customer service team is readily available to address any inquiries, issues, or feedback related to orders or our refund policy. We prioritize our customers' satisfaction and aim to resolve any concerns expeditiously and with utmost professionalism.

Website Pricing and Availability

Prices and product availability are subject to change without prior notice. Cosmetic Connection reserves the right to rectify any errors, inaccuracies, or omissions and to revoke any offer post-order submission, even after order confirmation and payment processing. In the event of an order cancellation under such circumstances, Cosmetic Connection will issue a credit to the customer's payment method in the charged amount. The timing of the credit will align with individual bank policies.

Acknowledgment of Terms

By placing an order, customers acknowledge and consent to the stipulated terms in this Order and Refund Policy. Cosmetic Connection reserves the right to amend the policy, with updates to be published on our official website.

Product Condition for Returns

Eligibility for returns requires items to be unused, unopened, and in the original condition received, including original packaging.

Proof of Purchase

All returns or refunds necessitate a receipt or proof of purchase.

Non-Returnable Items

Items that have been opened or used are non-returnable for health and safety reasons. Additionally, Cosmetic Connection does not allow any refunds or exchanges on hairpieces, hair extensions, and wigs.

Sale Items

Sale items are ineligible for refunds but may be considered for exchange.

Pre-Ordered Products

This policy applies exclusively to items ordered through the pre-order option available on our website.

Pre-order Refund or Exchange Conditions

Cancellation by Customer: If you decide to cancel your pre-order before it has been shipped, a cancellation fee equivalent to 10% of your total order amount will be applied. This fee covers part of the handling and processing costs incurred by our team.

Non-Delivery: If we fail to deliver your pre-ordered product within the specified timeframe (accounting for any communicated delays), you may request a full refund without any cancellation fees.

Product Unavailability: In the rare event that a pre-ordered product becomes unavailable due to unforeseen supply issues, Cosmetic Connection will notify you and offer a full refund or the option to switch your order to a different product of equal value without any additional charges.

Exchanges

Exchanges are limited to defective or damaged items for identical product replacement. Additionally, Cosmetic Connection does not allow any refunds or exchanges on hairpieces, hair extensions, and wigs.

Damaged, Defective, or Incorrect Products

For defective, damaged, or incorrect products, contact us promptly at support@cosweb.co.za or 072 276-4274.

Please report any issues with your product within 2 working days of receipt. Include a detailed description and photographic evidence of the defect, damage, or incorrect product. Items should be returned in their original packaging. Cosmetic Connection will cover all shipping costs for the return of defective, damaged, or incorrect items. A refund or exchange will only be processed upon receipt and verification of the returned item. If a customer declines to return the product, we regret that we cannot proceed with a refund or exchange until the item is received back in our possession.

Upon receiving and inspecting the returned item, we will proceed with the refund or exchange. If the item is confirmed to be defective or incorrect, you will have the choice of a full refund to your original payment method or an exchange for the correct item. Please allow up to 14 working days for your refund or exchange to be processed. Your satisfaction is our priority, and we are committed to resolving any issues promptly and effectively.

Equipment and Appliances

All equipment and appliances purchased at Cosmetic Connection come with a one-month warranty. Should any technical issues occur within this period, we will promptly exchange or refund the product, ensuring your satisfaction.

Refund Issuance

Upon receipt and inspection of the returned item, customers will be notified of refund approval or rejection. Approved refunds will be processed to the original payment method as per the card issuer's policy timelines.

Shipping Costs

Return shipping costs are non-refundable, except in instances of defective products or company error.

Advisory

We urge customers to review their orders thoroughly before purchase. For questions or assistance with our refund policy, please contact our customer service.

Policy Modifications

This policy is subject to alterations without advance notice. For the latest information, refer to our website's refund policy section.

Product Sensitivities

Cosmetic Connection is not liable for individual reactions to ingredients. Those with ingredient sensitivities should avoid use or perform an allergy patch test prior. If irritation ensues, discontinue product use immediately.

Detailed Customer Service Information

At Cosmetic Connection, we are dedicated to providing an unparalleled level of support to our customers. Should you require assistance, have queries or need to communicate concerns regarding your order, our comprehensive customer service system is at your disposal via multiple channels:

Email Support

For direct and documented correspondence, please reach out to us through the following email addresses, ensuring that your inquiries reach the appropriate department for swift and efficient resolution:

We endeavor to respond to all email inquiries promptly. To facilitate a quick resolution, kindly include your order number and a detailed account of your request or issue.

Telephone Support

For immediate assistance, please contact our dedicated customer service team at the following numbers:

  • Cell Phone: 0722764274 or 0722764279
  • Landline: 0512504011

Our team is available during business hours to answer your calls. If you reach us outside of these times, please leave a detailed message, and we will return your call as soon as possible.

WhatsApp Support

For real-time messaging support, connect with us on WhatsApp:

  • WhatsApp Number: 0661941099

This service allows for convenient text-based communication where you can receive quick replies to your queries, check on the status of your orders, or resolve any service-related issues.

When reaching out through WhatsApp or any of our communication channels, for a faster service experience, please be ready with your order information and any relevant details about your query or concern.

Operating Hours

Our customer service is operational during the following hours:

  • Monday to Friday: 08:00am - 17:00pm
  • Saturday: 08:00am - 13:00pm
  • Most Public Holidays: 08:00am - 13:00pm
  • Sundays: Closed

Please note that response times may vary depending on the volume of inquiries and the complexity of customer issues. Our goal is to address all concerns with diligence and care, ensuring your complete satisfaction with our services.

We encourage our customers to choose the communication channel that is most convenient for them. Our team is trained and prepared to offer the highest standard of customer service to enhance your shopping experience with Cosmetic Connection.

Feedback

Your feedback is invaluable to us. Should you have suggestions on how we can improve our service or compliments regarding your customer experience, do not hesitate to share them through any of the aforementioned channels.

Thank you for choosing Cosmetic Connection. We are committed to ensuring that your experience with us is as rewarding as our products.