Refund policy

SECTION 1 – DEFINITIONS

For the purposes of this Refund and Order Policy, the following words and expressions shall have the meanings assigned to them below unless the context indicates otherwise.

1. Definitions

1.1 "Business Day" means any day other than a Saturday, Sunday or official public holiday in the Republic of South Africa.

1.2 "Company", "Cosmetic Connection", "we", "our" or "us" means Cosmetic Connection eCommerce (Pty) Ltd trading as Cosmetic Connection, together with its directors, employees, representatives, successors and assigns.

1.3 "Consumer" or "Customer" means any person or juristic entity purchasing goods through Cosmetic Connection's website, online store, mobile platforms, social media platforms, physical stores or any authorised sales channel.

1.4 "Consumer Protection Act" or "CPA" means the Consumer Protection Act 68 of 2008, together with any regulations issued thereunder, as amended from time to time.

1.5 "ECTA" means the Electronic Communications and Transactions Act 25 of 2002, as amended.

1.6 "Goods", "Products" or "Items" means any merchandise, equipment, appliance, cosmetic, beauty product, health product, personal care item, hair product, accessory or any other item supplied by Cosmetic Connection.

1.7 "Order" means any purchase submitted by a customer through any authorised Cosmetic Connection sales channel.

1.8 "Website" means Cosmetic Connection's official online store and any affiliated online platforms operated by Cosmetic Connection.

1.9 "Courier" means any third-party delivery service appointed by Cosmetic Connection to transport goods to customers.

1.10 "Collection Point" means any Cosmetic Connection store, warehouse or authorised collection partner where customers may collect their orders.

1.11 "Purchase Price" means the amount paid by the customer for the goods purchased, excluding any delivery fees, handling charges, insurance or other service charges unless expressly stated otherwise.

1.12 "Proof of Purchase" means the original till slip, tax invoice, electronic invoice, order confirmation, payment confirmation or any other documentation issued by Cosmetic Connection verifying the purchase.

1.13 "Defective Product" means a product that fails to comply with the standards prescribed by Section 55 of the Consumer Protection Act and includes goods that:

• are unsafe;
• contain a manufacturing defect;
• are not of good quality;
• are not reasonably suitable for the purpose for which they are generally intended; or
• do not perform as a reasonable consumer would expect.

A product shall not be regarded as defective where the damage or deterioration arises from:

• normal wear and tear;
• misuse or abuse;
• negligence;
• improper storage;
• accidental damage;
• failure to follow usage instructions;
• unauthorised alterations or repairs;
• improper installation;
• exposure to unsuitable environmental conditions; or
• any act or omission by the customer after delivery.

1.14 "Refund" means repayment of the purchase price to the customer through the original payment method used for the transaction or any other method determined by Cosmetic Connection where legally permitted.

1.15 "Exchange" means the replacement of a product with the same or substantially similar product where required by law or approved by Cosmetic Connection.

1.16 "Repair" means the rectification of a defective product in accordance with the Consumer Protection Act or any applicable manufacturer's warranty.

1.17 "Manufacturer" means the original producer, importer or authorised distributor of any goods supplied by Cosmetic Connection.

1.18 "Saleable Condition" means goods that remain complete, unopened where applicable, undamaged, unused unless required for defect testing, free from tampering, and accompanied by all original packaging, manuals, labels, accessories and components.

1.19 "Personal Care Products" include, but are not limited to:

• cosmetics;
• skincare products;
• haircare products;
• fragrances;
• toiletries;
• beauty accessories;
• personal hygiene products;
• oral care products;
• health supplements;
• vitamins;
• hair extensions;
• wigs;
• hairpieces; and
• any other products intended for personal use.

1.20 "Force Majeure" means any circumstance beyond the reasonable control of Cosmetic Connection, including but not limited to natural disasters, fire, flood, war, civil unrest, strikes, pandemics, government action, supplier shortages, transport disruptions, cyber-attacks, system failures, power outages or any event that materially affects Cosmetic Connection's ability to fulfil its obligations.

1.21 Interpretation

Unless the context indicates otherwise:

• headings are inserted for convenience only and shall not affect interpretation;
• words importing the singular include the plural and vice versa;
• words importing one gender include all genders;
• references to legislation include any amendments or replacement legislation;
• where any provision of this policy conflicts with applicable legislation, the applicable legislation shall prevail only to the extent of such conflict.

SECTION 2 – INTRODUCTION, SCOPE AND APPLICATION OF THIS POLICY

2. Introduction

Cosmetic Connection is committed to providing quality products, excellent customer service and a transparent shopping experience. This Refund and Order Policy sets out the terms and conditions governing the purchase of products from Cosmetic Connection through all authorised sales channels.

The purpose of this policy is to clearly explain the rights and obligations of both Cosmetic Connection and its customers regarding orders, payments, deliveries, cancellations, refunds, exchanges, defective products and related matters.

This policy has been drafted in accordance with applicable South African legislation, including but not limited to the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

2.1 Scope of Application

This policy applies to all purchases made from Cosmetic Connection, including purchases made through:

• Cosmetic Connection's official website;
• Cosmetic Connection's online store;
• Cosmetic Connection mobile platforms;
• Click & Collect orders;
• telephone orders;
• email orders;
• social media sales;
• in-store purchases where applicable; and
• any other authorised Cosmetic Connection sales channel.

By purchasing from Cosmetic Connection, the customer acknowledges that they have read, understood and accepted this Refund and Order Policy together with Cosmetic Connection's Terms and Conditions, Privacy Policy and any other policies published on the Company's website.

2.2 Compliance with South African Law

Nothing contained in this policy is intended to limit, exclude or waive any rights afforded to consumers under the Consumer Protection Act or any other applicable legislation.

Where any provision of this policy is found to conflict with mandatory provisions of South African law, that specific provision shall apply only to the extent permitted by law, and the remaining provisions of this policy shall remain valid and enforceable.

2.3 Cosmetic Connection's Refund Policy

Cosmetic Connection operates on the principle that all sales are final.

Accordingly, Cosmetic Connection does not offer refunds, exchanges or credits for products purchased unless:

• the product is proven to be defective in accordance with Sections 55 and 56 of the Consumer Protection Act;
• Cosmetic Connection has supplied the incorrect product; or
• Cosmetic Connection is otherwise legally required to provide a remedy under applicable South African law.

Customers are encouraged to inspect products carefully and ensure that the correct items have been selected before completing their purchase.

The absence of a refund or exchange for non-defective goods does not limit any statutory rights afforded to consumers under the Consumer Protection Act.

2.4 Policy Amendments

Cosmetic Connection reserves the right to amend, update or replace this Refund and Order Policy at any time without prior notice.

Any amendments shall become effective immediately upon publication on Cosmetic Connection's website unless otherwise stated.

Customers are encouraged to review this policy periodically before placing an order to ensure they remain informed of the current terms.

Orders already accepted by Cosmetic Connection will be governed by the version of this policy that was in effect at the time the order was placed, unless an amendment is required by law.

2.5 Severability

Should any provision of this policy be declared unlawful, invalid or unenforceable by a court or other competent authority, that provision shall be severed from the remainder of the policy and shall not affect the validity or enforceability of the remaining provisions.

2.6 Entire Policy

This Refund and Order Policy forms part of Cosmetic Connection's overall Terms and Conditions of Sale and should be read together with:

• the Website Terms and Conditions;
• the Privacy Policy;
• the Delivery Policy;
• any promotional terms and conditions;
• any applicable manufacturer warranties; and
• any additional policies published by Cosmetic Connection from time to time.

In the event of any inconsistency between these documents, the provisions of this Refund and Order Policy shall prevail in relation to refunds, returns and exchanges, unless otherwise required by law.

2.7 Contacting Cosmetic Connection

If a customer requires clarification regarding this policy before placing an order, they are encouraged to contact Cosmetic Connection's Customer Service Department. Our team will gladly assist with any questions relating to orders, deliveries, returns, refunds or exchanges before a purchase is completed.

SECTION 7 – ORDER CANCELLATIONS

7. Order Cancellations

Cosmetic Connection endeavours to process and dispatch orders as quickly as possible. As a result, cancellation requests can only be accommodated in limited circumstances.

Customers wishing to cancel an order should contact Cosmetic Connection immediately after placing the order. Submission of a cancellation request does not guarantee that the order can be cancelled.

The acceptance of any cancellation request remains at the sole discretion of Cosmetic Connection, subject to applicable legislation.

7.1 Cancellation Before Order Acceptance

Where a cancellation request is received before Cosmetic Connection has accepted the order for processing, Cosmetic Connection may cancel the order without penalty.

If payment has already been received, a full refund will be processed to the original payment method.

7.2 Cancellation After Order Acceptance

Once an order has been accepted for processing, picked, packed or allocated for dispatch, Cosmetic Connection cannot guarantee that cancellation will be possible.

Where Cosmetic Connection agrees to cancel an order after processing has commenced but before dispatch, Cosmetic Connection reserves the right, where legally permissible, to deduct any reasonable costs already incurred, including but not limited to:

• payment processing fees;
• packaging costs;
• administration costs;
• handling costs; and
• any other reasonable expenses directly associated with processing the order.

7.3 Cancellation After Dispatch

Once an order has been dispatched to the courier, it can no longer be cancelled.

If the customer no longer wishes to receive the order after dispatch, the provisions relating to Refused Deliveries contained in this policy shall apply.

7.4 Refusal to Accept Delivery

Where a customer refuses delivery of an order without lawful grounds under the Consumer Protection Act, or fails to collect a Click & Collect order within the prescribed period, Cosmetic Connection may treat the order as a customer return.

Upon receipt and inspection of the returned goods, Cosmetic Connection may, where legally permitted:

• deduct the original delivery charges;
• deduct return courier charges;
• deduct reasonable handling and administration costs;
• deduct reasonable restocking costs where applicable; and
• refund any remaining balance to the original payment method.

Where returned goods are no longer in a saleable condition due to actions attributable to the customer, Cosmetic Connection reserves the right to refuse any refund to the extent permitted by law.

7.5 Special Order Products

Orders placed specifically at the customer's request for products that are:

• specially imported;
• custom manufactured;
• specially sourced;
• personalised;
• customised; or
• otherwise not ordinarily stocked by Cosmetic Connection,

may not be cancelled once Cosmetic Connection has committed to procuring the goods, unless required by law.

Any deposits paid towards such orders may be forfeited to cover costs already incurred by Cosmetic Connection.

7.6 Pre-Orders

Cancellation of pre-orders is governed by the specific Pre-Order section of this policy.

Where a customer requests cancellation of a pre-order before dispatch, Cosmetic Connection may apply the cancellation terms contained in that section.

7.7 Fraudulent or Unauthorised Transactions

Cosmetic Connection reserves the right to cancel any order immediately where:

• fraudulent activity is suspected;
• payment cannot be verified;
• false information has been supplied;
• identity verification fails;
• chargeback abuse is suspected; or
• the transaction appears unlawful.

Where required, Cosmetic Connection may report such transactions to:

• the payment provider;
• the issuing bank;
• law enforcement authorities; or
• any other appropriate regulatory body.

7.8 Cosmetic Connection's Right to Cancel Orders

Cosmetic Connection reserves the right to cancel any order prior to delivery where:

• stock is unavailable;
• pricing errors have occurred;
• technical errors have affected the transaction;
• supplier shortages prevent fulfilment;
• delivery cannot reasonably be completed;
• the order breaches applicable laws;
• fraud is suspected; or
• fulfilment has become impossible due to circumstances beyond Cosmetic Connection's reasonable control.

Where payment has already been received, Cosmetic Connection will refund the customer in full unless an alternative solution is agreed upon.

7.9 Electronic Communications and Transactions Act (ECTA)

Where the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") grants a customer a statutory right to cancel an electronic transaction, Cosmetic Connection will honour such rights to the extent required by law.

Nothing contained in this policy shall limit any cancellation rights expressly afforded to consumers under applicable South African legislation.

7.10 Refunds Following Cancellation

Where a cancellation qualifies for a refund under this policy or applicable legislation:

• refunds will be processed using the original payment method wherever reasonably possible;
• payment processing times remain subject to the customer's financial institution;
• Cosmetic Connection shall not be responsible for delays caused by banks or payment service providers; and
• any lawful deductions permitted under this policy or applicable legislation may be applied before the refund is processed.

7.11 Non-Cancellable Transactions

Unless otherwise required by law, the following transactions are generally not eligible for cancellation once accepted by Cosmetic Connection:

• orders that have been dispatched;
• products specially sourced for a customer;
• customised or personalised products;
• products manufactured to customer specifications;
• products that cannot reasonably be returned for health or hygiene reasons once supplied;
• products that have been opened, used or tampered with by the customer after delivery.

7.12 Customer Assistance

Customers wishing to enquire about the status of a cancellation request should contact Cosmetic Connection's Customer Service Department as soon as possible.

Cosmetic Connection will make every reasonable effort to assist customers; however, due to the automated nature of order processing, cancellation requests cannot be guaranteed once an order has entered the fulfilment process.

SECTION 8 – RETURNS, REFUNDS AND EXCHANGES

8. Returns, Refunds and Exchanges

Cosmetic Connection is committed to supplying quality products and providing customers with remedies where required by applicable South African law.

Except where required by the Consumer Protection Act 68 of 2008 ("CPA"), all sales are final.

Cosmetic Connection does not offer refunds, exchanges or credits simply because a customer:

• changes their mind;
• purchased the incorrect product;
• no longer wants the product;
• prefers another product;
• selected the incorrect colour, shade, fragrance, size or variant;
• found the product elsewhere at a lower price;
• purchased more than required; or
• made an error during the ordering process.

Customers are encouraged to carefully review all products, quantities and order details before completing their purchase.

8.1 Cosmetic Connection's Refund Policy

Unless otherwise required by the Consumer Protection Act or any other applicable legislation, Cosmetic Connection does not accept returns, exchanges or refund requests for non-defective products.

A refund, repair or replacement will only be considered where:

• the product is proven to be defective as contemplated in Sections 55 and 56 of the Consumer Protection Act;
• Cosmetic Connection supplied the incorrect product;
• Cosmetic Connection supplied a product materially different from that ordered; or
• Cosmetic Connection is otherwise legally obliged to provide a remedy.

Nothing contained in this policy limits or removes any rights afforded to consumers under South African law.

8.2 Change of Mind

Cosmetic Connection does not accept returns, refunds or exchanges for products returned because the customer:

• no longer requires the product;
• ordered the wrong item;
• selected the incorrect quantity;
• ordered the wrong colour or shade;
• purchased the wrong fragrance;
• does not like the product;
• expected a different result;
• purchased the item by mistake; or
• simply changed their mind after purchase.

Customers are responsible for ensuring that they purchase the correct products before confirming their order.

8.3 Incorrect Product Selection

Cosmetic Connection cannot accept responsibility where a customer has selected the incorrect product.

This includes, but is not limited to:

• incorrect hair colour;
• incorrect foundation shade;
• incorrect cosmetic colour;
• incorrect skincare product;
• incorrect supplement;
• incorrect appliance model;
• incorrect size;
• incorrect fragrance; or
• any other product selected in error by the customer.

No refund or exchange will be offered unless the product itself is proven to be defective in accordance with the Consumer Protection Act.

8.4 Products Opened or Used

For hygiene, health and safety reasons, Cosmetic Connection cannot accept the return of products that have been:

• opened;
• used;
• tested;
• consumed;
• altered;
• damaged by the customer;
• repackaged; or
• otherwise rendered unsuitable for resale,

unless the product is being returned because it is alleged to be defective under the Consumer Protection Act.

Where a defect claim is submitted, Cosmetic Connection reserves the right to inspect the product before approving any remedy.

8.5 Incorrect Orders Supplied by Cosmetic Connection

If Cosmetic Connection supplies the incorrect product, customers should notify Cosmetic Connection as soon as reasonably possible after receiving the order.

Where Cosmetic Connection confirms that an incorrect product was supplied, Cosmetic Connection will, at its expense:

• collect the incorrect product where necessary;
• supply the correct product;
• replace the product; or
• refund the purchase price where appropriate.

The customer may be required to return the incorrect product before any replacement or refund is processed.

8.6 Return Authorisation

No products may be returned to Cosmetic Connection without prior authorisation.

Customers wishing to return a product should first contact Cosmetic Connection's Customer Service Department.

Cosmetic Connection may request:

• proof of purchase;
• photographs;
• batch numbers;
• product details;
• a description of the issue; and
• any additional information reasonably required to assess the claim.

Cosmetic Connection reserves the right to refuse unauthorised returns.

8.7 Return of Goods

Where Cosmetic Connection approves the return of a product, customers must comply with the return instructions provided.

Unless otherwise advised, products should be returned:

• with all original packaging;
• together with any accessories;
• together with manuals where applicable;
• together with promotional items received with the purchase where applicable; and
• in the condition reasonably required for inspection.

Failure to comply with return instructions may delay the assessment of the claim.

8.8 Inspection of Returned Products

Every returned product will be inspected by Cosmetic Connection.

Where necessary, products may also be referred to:

• the manufacturer;
• the authorised importer;
• an independent testing laboratory; or
• another qualified technical assessor.

Cosmetic Connection reserves the right to obtain an independent assessment before determining whether a product is defective under the Consumer Protection Act.

The assessment process protects both Cosmetic Connection and its customers by ensuring that remedies are only granted where legally justified.

8.9 Fraudulent or False Claims

Cosmetic Connection reserves the right to reject any claim where:

• the alleged defect cannot be verified;
• the product has been deliberately damaged;
• the product has been altered;
• the product has been misused;
• fraudulent documentation has been supplied;
• false information has been provided; or
• the claim is otherwise dishonest or misleading.

Where fraudulent conduct is suspected, Cosmetic Connection reserves the right to:

• refuse future transactions;
• recover any losses suffered;
• report the matter to the relevant authorities; and
• institute legal proceedings where appropriate.

8.10 Approved Refunds

Where Cosmetic Connection approves a refund, the refund will ordinarily be processed using the original payment method used for the purchase.

Refund processing times may vary depending on:

• the customer's bank;
• the payment provider;
• payment verification requirements; and
• banking procedures.

Cosmetic Connection cannot be held responsible for delays caused by third-party financial institutions.

8.11 Approved Exchanges

Where an exchange is approved, Cosmetic Connection may replace the returned product with:

• the identical product;
• an equivalent product of the same value;
• a comparable alternative agreed upon with the customer; or
• another remedy permitted by the Consumer Protection Act.

Availability of replacement products remains subject to stock availability.

8.12 Costs Associated with Returns

Where a return is approved because:

• Cosmetic Connection supplied the incorrect product;
• the product is proven to be defective; or
• Cosmetic Connection is otherwise legally responsible,

Cosmetic Connection will bear the reasonable cost of returning the product.

Where a return request is not approved under this policy or applicable legislation, any costs associated with returning the product shall be for the customer's account.

8.13 Proof of Purchase

No refund, repair or replacement claim will be processed without satisfactory proof of purchase.

Acceptable proof of purchase includes:

• the original till slip;
• a Cosmetic Connection tax invoice;
• an electronic invoice;
• an online order confirmation; or
• any other proof of purchase accepted by Cosmetic Connection.

8.14 No Waiver of Statutory Rights

Nothing contained in this Refund, Returns and Exchange Policy shall:

• limit;
• exclude;
• waive; or
• diminish

any rights afforded to consumers under the Consumer Protection Act or any other applicable South African legislation.

Where this policy conflicts with mandatory legal provisions, the applicable legislation shall prevail to the extent of such conflict.

SECTION 9 – DEFECTIVE PRODUCTS (CONSUMER PROTECTION ACT)

9. Defective Products

Cosmetic Connection is committed to supplying products that meet the quality standards prescribed by the Consumer Protection Act 68 of 2008 ("CPA").

Customers are entitled to the rights and remedies provided under Sections 55 and 56 of the CPA where goods fail to comply with the required standards.

A product will only qualify for a remedy under this section if it is determined to be defective in accordance with the Consumer Protection Act.

9.1 Consumer Rights

In terms of Section 55 of the Consumer Protection Act, every consumer has the right to receive goods that are:

• reasonably suitable for the purpose for which they are generally intended;
• of good quality;
• in good working order and free from manufacturing defects;
• useable and durable for a reasonable period, having regard to the nature of the goods and the circumstances of their supply; and
• compliant with any applicable standards prescribed by law.

These rights apply subject to the limitations and exclusions contained in the Consumer Protection Act.

9.2 Implied Warranty of Quality

In accordance with Section 56 of the Consumer Protection Act, all qualifying products supplied by Cosmetic Connection carry an implied warranty of quality for a period of six (6) months from the date of delivery or collection.

Where a product fails to satisfy the requirements of Section 55 within this period, and the failure is not attributable to misuse or any excluded circumstance, the customer may elect one of the following remedies:

• repair of the product;
• replacement with an equivalent product; or
• a refund of the purchase price.

The chosen remedy will be provided in accordance with the Consumer Protection Act after the product has been assessed and confirmed to be defective.

9.3 What Constitutes a Defect

A product may be regarded as defective where it:

• contains a manufacturing defect;
• is unsafe for its intended purpose;
• is materially different from its description;
• is not reasonably suitable for its ordinary intended purpose;
• fails to perform as a reasonable consumer would expect under normal conditions of use; or
• otherwise fails to comply with Section 55 of the Consumer Protection Act.

The mere dissatisfaction of a customer with a product does not constitute a defect.

9.4 What Does Not Constitute a Defect

The following circumstances do not constitute a defect under this policy or the Consumer Protection Act:

• normal wear and tear;
• accidental damage;
• misuse or abuse;
• negligence;
• improper storage;
• failure to follow product instructions;
• improper installation;
• unauthorised repairs or alterations;
• damage caused by third parties;
• cosmetic damage occurring after delivery;
• failure arising from external factors beyond the manufacturer's control;
• products used for commercial purposes beyond their intended application where this contributed to the failure; or
• deterioration resulting from the expiry of a product after purchase.

Cosmetic Connection reserves the right to reject any claim where the product failure falls within one of the above exclusions.

9.5 Reporting a Defect

Customers who believe that a product is defective should notify Cosmetic Connection as soon as reasonably possible after discovering the alleged defect.

When submitting a claim, customers may be requested to provide:

• proof of purchase;
• photographs of the product;
• photographs of the alleged defect;
• batch or serial numbers where applicable;
• a description of the issue experienced;
• details of how the product was used; and
• any other information reasonably required to assess the claim.

Prompt reporting assists Cosmetic Connection in investigating the matter efficiently.

9.6 Assessment of Defective Products

Every product returned as allegedly defective will be inspected by Cosmetic Connection.

Where appropriate, Cosmetic Connection may submit the product to:

• the manufacturer;
• the authorised importer;
• an accredited repair centre;
• an independent laboratory; or
• another suitably qualified technical expert.

No refund, repair or replacement will be approved until the assessment process has been completed.

Where additional testing is required, customers will be informed if this may result in extended processing times.

9.7 Remedies for Confirmed Defects

Where a product is confirmed to be defective within the meaning of the Consumer Protection Act, the customer may elect one of the following remedies:

• repair of the product;
• replacement with the same or equivalent product (subject to availability); or
• a refund of the purchase price.

Cosmetic Connection will honour the customer's election where required by the Consumer Protection Act.

If a replacement product is unavailable, Cosmetic Connection may, with the customer's agreement, provide a comparable alternative or process a refund.

9.8 Repairs

Where a customer elects to have a product repaired:

• repairs will be carried out by Cosmetic Connection, the manufacturer or an authorised repair centre;
• only genuine replacement parts may be used where applicable;
• repair timeframes may vary depending on the availability of parts and technical assessment; and
• Cosmetic Connection will keep the customer reasonably informed of significant delays.

9.9 Failure After Repair

If a product has been repaired and the same defect reoccurs within three (3) months after the repair, Cosmetic Connection will comply with the Consumer Protection Act by replacing the product or refunding the purchase price, provided that the recurring failure is not attributable to misuse, accidental damage or any excluded circumstance.

9.10 Manufacturer's Warranty

Certain products may also be supplied with a manufacturer's warranty in addition to the statutory rights provided under the Consumer Protection Act.

Where a manufacturer's warranty offers benefits that exceed the protections provided by law, customers may elect to utilise the manufacturer's warranty where appropriate.

Nothing contained in a manufacturer's warranty shall reduce or replace the customer's statutory rights under the Consumer Protection Act.

9.11 Return of Defective Products

Customers may be required to return the allegedly defective product before any remedy is provided.

Unless otherwise instructed, products should be returned together with:

• original packaging where reasonably available;
• accessories;
• chargers;
• manuals;
• warranty cards where applicable; and
• all components supplied with the product.

Failure to return all components may affect Cosmetic Connection's ability to properly assess the claim.

9.12 Products Found Not to Be Defective

Where inspection determines that a product is not defective under the Consumer Protection Act, Cosmetic Connection may:

• decline the claim;
• return the product to the customer; and
• where legally permissible, recover any reasonable inspection or transportation costs incurred if these were disclosed to the customer in advance.

A report of the assessment may be made available upon request where applicable.

9.13 Defects Arising After Delivery

Cosmetic Connection shall not be responsible for defects or damage arising after delivery where caused by:

• misuse;
• abuse;
• accidental damage;
• improper maintenance;
• improper storage;
• unauthorised modification;
• unauthorised repairs;
• failure to follow instructions;
• exposure to unsuitable environmental conditions; or
• any act or omission attributable to the customer or a third party.

9.14 Burden of Cooperation

Customers are expected to cooperate fully with Cosmetic Connection during the investigation of any alleged defect.

Failure to provide requested information or to return the product for inspection may delay or prevent the processing of the claim.

9.15 Reservation of Rights

Cosmetic Connection reserves the right to reject any claim that:

• does not fall within the protections of the Consumer Protection Act;
• is fraudulent or misleading;
• relates to damage caused by circumstances excluded under this policy; or
• is unsupported by sufficient evidence to establish that the product is defective.

Nothing in this section limits or excludes any mandatory rights afforded to consumers under the Consumer Protection Act.

SECTION 10 – NON-RETURNABLE PRODUCTS AND PRODUCT-SPECIFIC CONDITIONS

10. Non-Returnable Products

In the interests of public health, hygiene, product integrity and customer safety, certain products cannot be returned, exchanged or refunded once supplied, unless the product is proven to be defective in accordance with the Consumer Protection Act 68 of 2008 ("CPA").

These restrictions do not limit any rights afforded to consumers under the Consumer Protection Act.

10.1 Cosmetics and Beauty Products

The following products may not be returned, refunded or exchanged once supplied unless they are proven to be defective:

• Makeup products;
• Foundation;
• Concealer;
• Powder;
• Blush;
• Lipstick;
• Lip Gloss;
• Mascara;
• Eyeliner;
• Eyeshadow;
• Makeup palettes;
• Makeup brushes;
• Beauty blenders;
• Nail products;
• Artificial nails; and
• Cosmetic accessories.

Due to hygiene considerations, Cosmetic Connection cannot resell these products once they have left our control.

10.2 Skincare Products

The following skincare products are non-returnable unless defective:

• Facial cleansers;
• Toners;
• Moisturisers;
• Serums;
• Sunscreens;
• Face masks;
• Exfoliators;
• Acne treatments;
• Anti-ageing products;
• Facial oils;
• Body lotions;
• Body creams; and
• Similar skincare products.

Individual skin compatibility differs between customers. A product that is suitable for one individual may not be suitable for another and this does not constitute a defect.

Customers are encouraged to review ingredient lists carefully and, where appropriate, perform a patch test before use.

10.3 Haircare Products

The following products may not be returned unless proven defective:

• Shampoo;
• Conditioner;
• Hair treatments;
• Hair oils;
• Hair masks;
• Hair sprays;
• Hair mousse;
• Hair gel;
• Hair wax;
• Hair colour;
• Relaxers;
• Perm products;
• Hair bleach;
• Hair developer;
• Hair growth products; and
• Similar haircare products.

Performance may vary depending on individual hair type, condition and usage. Dissatisfaction with product performance does not constitute a manufacturing defect.

10.4 Hair Extensions, Wigs and Hairpieces

For hygiene reasons, Cosmetic Connection does not accept returns, refunds or exchanges on:

• Hair extensions;
• Wigs;
• Hairpieces;
• Braids;
• Ponytails;
• Weaves;
• Closures;
• Frontals; or
• Similar hair products,

unless the product is proven to be defective upon inspection.

Products that have been:

• worn;
• installed;
• cut;
• coloured;
• washed;
• chemically treated; or
• altered in any way,

will not qualify for a refund or exchange unless required by law.

10.5 Personal Hygiene Products

The following products are non-returnable unless defective:

• Deodorants;
• Antiperspirants;
• Toothbrushes;
• Toothpaste;
• Feminine hygiene products;
• Razors;
• Shaving products;
• Soap;
• Bath products;
• Personal cleansing products;
• Intimate hygiene products; and
• Similar personal hygiene items.

10.6 Medicines, Health Products and Supplements

Unless defective, Cosmetic Connection cannot accept returns of:

• Vitamins;
• Nutritional supplements;
• Herbal products;
• Health supplements;
• Wellness products;
• Over-the-counter medicines;
• Traditional medicines;
• Medical devices intended for personal use; and
• Similar health-related products.

Products affected by improper storage after delivery will not qualify for return.

10.7 Food and Beverage Products

Food and beverage products, including but not limited to:

• confectionery;
• snacks;
• beverages;
• teas;
• coffees;
• honey;
• spices;
• protein products;
• meal replacements; and
• nutritional foods,

may not be returned once supplied unless they are proven to be defective or unsafe.

10.8 Fragrances

Perfumes, body sprays, colognes and fragrances may not be returned once opened or used unless proven defective.

Personal preference regarding fragrance is not considered a defect.

10.9 Jewellery and Pierced Accessories

For hygiene reasons, earrings, body jewellery and other pierced accessories may not be returned after purchase unless defective.

10.10 Clearance, Promotional and Sale Products

Products purchased during:

• clearance sales;
• promotional campaigns;
• liquidation sales;
• end-of-range sales;
• discontinued line promotions; or
• manager's specials,

remain subject to the same statutory protections under the Consumer Protection Act.

Unless defective or otherwise required by law, Cosmetic Connection does not accept returns or exchanges on these products.

10.11 Gift Cards and Vouchers

Gift cards, promotional vouchers and store credit:

• are not redeemable for cash;
• are not refundable;
• may not be exchanged for another payment method; and
• remain subject to their own applicable terms and conditions.

Lost, stolen or damaged gift cards may not be replaced unless required by law.

10.12 Products Damaged After Delivery

Cosmetic Connection will not accept returns where products have been damaged after delivery or collection as a result of:

• misuse;
• abuse;
• accidental damage;
• negligence;
• improper storage;
• exposure to excessive heat, cold or moisture;
• unauthorised repairs or alterations;
• improper installation;
• failure to follow usage instructions; or
• any act or omission attributable to the customer.

10.13 Allergic Reactions and Individual Sensitivities

Cosmetic Connection supplies products manufactured by third-party suppliers and manufacturers.

Individual allergic reactions, sensitivities or intolerance to ingredients do not necessarily indicate that a product is defective.

Customers are responsible for:

• reading ingredient lists;
• checking for known allergens;
• reviewing manufacturer warnings;
• consulting an appropriate healthcare professional where necessary; and
• performing a patch test where recommended by the manufacturer.

Where a product has been correctly manufactured and complies with its specifications, Cosmetic Connection shall not be liable for adverse reactions arising from an individual's sensitivity to ingredients, except where otherwise required by law.

10.14 Products Requiring Manufacturer Assessment

Certain products may require assessment by the manufacturer before a refund, repair or replacement can be authorised.

Where this is necessary, Cosmetic Connection will facilitate the assessment process and keep the customer informed of the outcome.

The assessment process does not affect any statutory rights under the Consumer Protection Act.

10.15 Reservation of Rights

Cosmetic Connection reserves the right to refuse any return, refund or exchange request that:

• does not comply with this policy;
• falls outside the protections afforded by the Consumer Protection Act;
• relates to products excluded under this section;
• is unsupported by satisfactory proof of purchase; or
• involves products that have been altered, damaged or used in a manner inconsistent with their intended purpose.

Nothing contained in this section limits any mandatory rights granted to consumers under South African law.

SECTION 11 – EQUIPMENT, ELECTRICAL APPLIANCES AND MANUFACTURER WARRANTIES

11. Equipment and Electrical Appliances

This section applies to all electrical appliances, electronic devices, battery-operated products and equipment sold by Cosmetic Connection.

All such products remain subject to the rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA"), irrespective of any manufacturer's warranty.

11.1 Statutory Warranty

In accordance with Section 56 of the Consumer Protection Act, qualifying equipment and electrical appliances carry an implied warranty of quality for a period of six (6) months from the date of delivery or collection.

Where a product fails to meet the standards prescribed in Section 55 of the Consumer Protection Act during this period, and the failure is not attributable to misuse or any excluded circumstance, the customer may elect to have the product:

• repaired;
• replaced; or
• refunded,

subject to the assessment procedures contained in this policy.

11.2 Manufacturer's Warranty

Certain products may include an additional manufacturer's warranty extending beyond the statutory six-month warranty.

Manufacturer warranties are provided solely by the manufacturer and are governed by the manufacturer's own warranty terms and conditions.

Such warranties are separate from, and do not replace, the customer's statutory rights under the Consumer Protection Act.

Where a manufacturer's warranty provides additional benefits, Cosmetic Connection will reasonably assist customers in submitting warranty claims to the manufacturer.

11.3 Defect Assessment

Before any repair, replacement or refund is authorised, Cosmetic Connection reserves the right to inspect the product.

Where necessary, the product may be referred to:

• the manufacturer;
• an authorised service centre;
• an accredited repair facility; or
• an independent technical specialist

to determine whether the product is defective within the meaning of the Consumer Protection Act.

The customer may be required to provide:

• proof of purchase;
• the complete product;
• all supplied accessories;
• batteries where applicable;
• chargers;
• manuals;
• warranty documentation; and
• any other components originally supplied.

11.4 Repairs

Where a customer elects to have a product repaired under the Consumer Protection Act or manufacturer's warranty:

• repairs will be carried out by Cosmetic Connection, the manufacturer or an authorised repair centre;
• only appropriate replacement parts may be used;
• repair timeframes will depend on the nature of the fault and the availability of replacement parts; and
• Cosmetic Connection will use reasonable efforts to keep customers informed of significant delays.

Repair timeframes are estimates only and may be affected by supplier lead times or technical requirements.

11.5 Repeat Failures After Repair

If the same defect reoccurs within three (3) months after a repair carried out under the Consumer Protection Act, the customer will be entitled to the remedies prescribed by Section 56 of the Consumer Protection Act.

Where applicable, the customer may elect to receive:

• a replacement product; or
• a refund of the purchase price.

11.6 Warranty Exclusions

Neither the statutory warranty nor any manufacturer's warranty will apply where the defect or damage results from:

• accidental damage;
• misuse or abuse;
• improper installation;
• improper storage;
• negligence;
• unauthorised repairs;
• unauthorised alterations or modifications;
• use contrary to the manufacturer's instructions;
• commercial use where the product was intended for domestic use;
• power surges;
• lightning damage;
• water or liquid damage;
• insect or pest damage;
• cosmetic damage that does not affect functionality;
• normal wear and tear; or
• failure to carry out recommended maintenance.

Cosmetic Connection reserves the right to reject warranty claims where any of the above circumstances are found to have contributed to the failure.

11.7 Consumable Components

The normal deterioration or replacement of consumable components does not constitute a manufacturing defect.

Consumable components include, but are not limited to:

• batteries;
• filters;
• bulbs;
• fuses;
• protective covers;
• belts;
• brushes;
• seals;
• cutting blades; and
• similar components subject to normal wear during ordinary use.

11.8 Software and Electronic Configuration

Where electronic products contain software or firmware, Cosmetic Connection is not responsible for faults arising from:

• unauthorised software installation;
• software corruption;
• customer modifications;
• incompatible accessories;
• malware or viruses;
• unauthorised firmware updates; or
• improper configuration by the customer.

11.9 Inspection Fees

If an appliance or electronic product is returned as allegedly defective and, following inspection, is found not to be defective, Cosmetic Connection reserves the right, where permitted by law and disclosed in advance, to recover reasonable inspection, testing or transportation costs incurred in assessing the claim.

11.10 Customer Responsibilities

To assist with warranty claims, customers should:

• retain their proof of purchase;
• retain warranty documentation where supplied;
• use products only in accordance with the manufacturer's instructions;
• avoid unauthorised repairs or modifications;
• report suspected defects promptly after discovery; and
• take reasonable care of the product while it remains in their possession.

Failure to comply with these responsibilities may affect the outcome of a warranty assessment where permitted by law.

11.11 Limitation of Liability

To the maximum extent permitted by law, Cosmetic Connection shall not be liable for:

• loss of income;
• loss of business;
• loss of profits;
• loss of data;
• business interruption;
• consequential damages;
• indirect losses; or
• any costs arising from the temporary unavailability of an appliance or electronic product during assessment or repair.

Nothing contained in this clause limits any rights afforded to consumers under the Consumer Protection Act.

11.12 Replacement Products

Where a replacement product is approved:

• Cosmetic Connection will endeavour to supply the identical product;
• if the identical product is unavailable, an equivalent product of similar specification and value may be offered with the customer's agreement; or
• where replacement is not reasonably possible, a refund may be processed in accordance with the Consumer Protection Act.

11.13 Reservation of Rights

Cosmetic Connection reserves the right to verify all warranty claims and to refuse claims that:

• fall outside the protections afforded by the Consumer Protection Act;
• fall outside any applicable manufacturer's warranty;
• result from excluded causes listed in this policy; or
• are fraudulent, misleading or unsupported by sufficient evidence.

Nothing in this section shall be interpreted as limiting or excluding any mandatory rights afforded to consumers under South African law.

SECTION 13 – KARSEELL PRODUCTS

13. Karseell Products

Cosmetic Connection is an authorised reseller of genuine Karseell products in South Africa.

All Karseell products supplied by Cosmetic Connection are sourced through authorised supply channels and are intended for lawful sale and distribution within the Republic of South Africa.

Customers purchasing Karseell products acknowledge and agree to the terms contained in this section.

13.1 Product Authenticity

Cosmetic Connection warrants that all Karseell products supplied by Cosmetic Connection are genuine products obtained through authorised suppliers or distributors.

Cosmetic Connection does not sell counterfeit, imitation or unauthorised Karseell products.

13.2 Compliance with South African Law

All Karseell products sold by Cosmetic Connection are supplied in accordance with applicable South African legislation and regulatory requirements.

Customers purchasing Karseell products for resale remain responsible for ensuring that they comply with any additional legal, regulatory or licensing requirements applicable to their business.

13.3 Resale Responsibilities

Where Karseell products are purchased for resale, distribution or commercial purposes, the purchaser is solely responsible for:

• complying with all applicable laws and regulations;
• obtaining any licences, permits or approvals required for resale;
• ensuring compliance with consumer protection legislation;
• ensuring compliance with product labelling requirements where applicable;
• complying with advertising regulations;
• maintaining appropriate product storage conditions; and
• complying with all tax obligations applicable to their business.

Cosmetic Connection accepts no responsibility for the purchaser's compliance with such obligations after the products have been supplied.

13.4 Authorisation Letters

Where customers require proof that Cosmetic Connection is an authorised reseller of Karseell products, Cosmetic Connection may, at its discretion and where appropriate, provide documentation confirming its authorised reseller status.

Such documentation is provided solely for the customer's convenience and does not constitute legal approval or authorisation for the customer to distribute, import, export or market Karseell products.

Customers remain responsible for obtaining any additional approvals required by law.

13.5 Product Storage

Karseell products should be stored in accordance with the manufacturer's recommendations.

Cosmetic Connection shall not be responsible for any deterioration in product quality resulting from:

• exposure to excessive heat;
• freezing temperatures;
• direct sunlight;
• excessive humidity;
• contamination;
• improper storage;
• improper transportation after delivery; or
• any other circumstances outside Cosmetic Connection's reasonable control.

13.6 Product Performance

Customers acknowledge that the effectiveness and performance of cosmetic and haircare products may vary depending on factors including:

• individual hair type;
• scalp condition;
• previous chemical treatments;
• application methods;
• frequency of use; and
• adherence to the manufacturer's instructions.

Variations in performance between individuals do not constitute manufacturing defects.

13.7 Allergic Reactions

Customers are encouraged to:

• review the product ingredients before use;
• perform a patch test where recommended;
• follow all manufacturer instructions; and
• discontinue use immediately if irritation occurs.

Cosmetic Connection cannot accept returns or refund requests based solely on an individual's allergic reaction or sensitivity unless the product is proven to be defective or otherwise fails to comply with the Consumer Protection Act.

13.8 Refunds and Exchanges

Karseell products are subject to the same Returns, Refunds and Exchanges Policy applicable to all Cosmetic Connection products.

Accordingly:

• refunds are not provided due to customer dissatisfaction, change of mind or incorrect product selection;
• exchanges are not offered because a customer prefers another product; and
• refunds, repairs or replacements will only be considered where required under the Consumer Protection Act or where Cosmetic Connection has supplied an incorrect product.

13.9 Product Defects

Where a customer believes that a Karseell product is defective, the product must be reported and returned in accordance with the Defective Products section of this policy.

Cosmetic Connection reserves the right to:

• inspect the product;
• request supporting photographs or documentation;
• refer the product to the manufacturer or authorised distributor for technical assessment; and
• decline the claim where the product is found not to be defective under the Consumer Protection Act.

13.10 Limitation of Liability

To the maximum extent permitted by law, Cosmetic Connection shall not be liable for:

• misuse of Karseell products;
• incorrect application;
• failure to follow manufacturer instructions;
• unauthorised repackaging;
• resale practices adopted by third parties;
• claims made by customers of resellers;
• business losses arising from resale; or
• any indirect or consequential damages resulting from the use or resale of Karseell products.

Nothing contained in this section limits any mandatory rights afforded to consumers under applicable South African law.

13.11 Reservation of Rights

Cosmetic Connection reserves the right to:

• refuse bulk purchases where fraud or unauthorised distribution is suspected;
• limit quantities purchased;
• verify reseller information where appropriate;
• update Karseell product information as supplied by the manufacturer; and
• amend this section where necessary to reflect changes in supplier requirements or applicable legislation.

SECTION 14 – CUSTOMER RESPONSIBILITIES

14. Customer Responsibilities

Cosmetic Connection is committed to providing customers with quality products and excellent service. In return, customers are expected to exercise reasonable care when selecting, purchasing, receiving and using products supplied by Cosmetic Connection.

Compliance with the responsibilities contained in this section assists Cosmetic Connection in providing efficient service and resolving any concerns promptly.

14.1 Product Selection

Customers are solely responsible for ensuring that the products selected are suitable for their intended purpose before completing a purchase.

Before placing an order, customers should carefully verify:

• the product description;
• product specifications;
• ingredients where applicable;
• colour, shade or variant;
• size;
• fragrance;
• quantity ordered;
• compatibility with existing products or equipment; and
• any manufacturer warnings or usage instructions.

Cosmetic Connection cannot be held responsible where a customer purchases an incorrect product or where the product is unsuitable for the customer's individual preferences or requirements.

14.2 Accuracy of Customer Information

Customers are responsible for providing complete and accurate information during the ordering process, including but not limited to:

• full name;
• contact number;
• email address;
• billing address;
• delivery address;
• company details where applicable; and
• any special delivery instructions.

Cosmetic Connection shall not be liable for delays, failed deliveries or additional costs resulting from incorrect or incomplete information supplied by the customer.

14.3 Inspection Upon Delivery or Collection

Customers are encouraged to inspect all products immediately upon delivery or collection.

Customers should verify that:

• the correct products have been supplied;
• the correct quantities have been received;
• products have not been visibly damaged during transit;
• all accessories and components are included where applicable; and
• the order corresponds with the invoice or order confirmation.

Any shortages, incorrect products or visible damage should be reported to Cosmetic Connection as soon as reasonably possible.

14.4 Safe Storage of Products

Customers are responsible for storing all products in accordance with the manufacturer's recommendations.

Products should be protected from conditions that may affect their quality or performance, including but not limited to:

• excessive heat;
• freezing temperatures;
• direct sunlight;
• moisture;
• contamination; and
• improper handling.

Cosmetic Connection shall not be responsible for product deterioration resulting from improper storage after delivery or collection.

14.5 Proper Use of Products

Customers must use all products strictly in accordance with:

• the manufacturer's instructions;
• safety warnings;
• usage recommendations; and
• any applicable legal requirements.

Cosmetic Connection shall not be liable for damage or injury arising from:

• misuse;
• abuse;
• improper application;
• failure to follow instructions;
• use of products for unintended purposes; or
• unauthorised modification of products.

14.6 Ingredient Awareness

Customers are responsible for reviewing product ingredients before use.

Individuals with known allergies, sensitivities or medical conditions should carefully assess whether a product is suitable for their personal use.

Where recommended by the manufacturer, customers should perform a patch test before applying cosmetic, skincare or haircare products.

Customers should discontinue use immediately if irritation or an adverse reaction occurs and seek appropriate medical advice where necessary.

14.7 Retention of Proof of Purchase

Customers should retain their:

• till slip;
• tax invoice;
• online order confirmation;
• proof of payment; and
• warranty documentation where applicable.

Proof of purchase will generally be required when submitting claims relating to:

• defective products;
• warranty claims;
• incorrect products supplied; or
• any other post-sale enquiries.

14.8 Cooperation During Investigations

Where Cosmetic Connection investigates a claim relating to an order or product, customers agree to cooperate by providing information reasonably requested, including:

• photographs;
• videos where appropriate;
• product batch or serial numbers;
• proof of purchase;
• descriptions of the issue experienced; and
• the return of products for inspection where required.

Failure to provide sufficient information may delay the investigation or prevent Cosmetic Connection from determining whether a remedy is available under this policy or applicable law.

14.9 Protection of Products Pending Assessment

Where a customer believes that a product is defective, the customer should take reasonable steps to preserve the product pending inspection.

Customers should not:

• continue using a product where doing so may worsen the alleged defect;
• attempt repairs;
• modify the product;
• remove identifying labels or serial numbers; or
• dispose of the product before Cosmetic Connection has had an opportunity to assess the claim.

Failure to preserve the product may affect Cosmetic Connection's ability to determine the cause of the alleged defect.

14.10 Compliance with Product Warnings

Customers are responsible for reading and complying with all:

• product labels;
• warning notices;
• safety information;
• expiry dates;
• storage instructions; and
• usage recommendations supplied with the product.

Cosmetic Connection shall not be responsible for damage resulting from the customer's failure to comply with manufacturer instructions or safety warnings.

14.11 Lawful Use

Customers undertake to use all products lawfully and for their intended purpose.

Products purchased from Cosmetic Connection may not be used in any unlawful manner or in contravention of applicable legislation.

Customers purchasing products for resale remain responsible for complying with all laws applicable to their business activities.

14.12 Communication with Cosmetic Connection

Customers are encouraged to contact Cosmetic Connection promptly if they experience any issues relating to:

• their order;
• delivery;
• product quality;
• defective goods;
• warranty claims; or
• any matter relating to this policy.

Early communication enables Cosmetic Connection to investigate and resolve matters as efficiently as possible.

14.13 Good Faith

Customers agree to deal with Cosmetic Connection honestly and in good faith.

Cosmetic Connection reserves the right to refuse claims or take appropriate action where it reasonably believes that:

• false information has been supplied;
• documents have been altered;
• fraudulent claims have been submitted;
• products have been intentionally damaged; or
• this policy has otherwise been abused.

Nothing in this clause limits any rights or remedies available to Cosmetic Connection under applicable law.

14.14 Reservation of Rights

Failure by a customer to comply with the responsibilities contained in this section may affect Cosmetic Connection's ability to process certain requests or claims where permitted by law.

Nothing contained in this section limits or excludes any mandatory rights afforded to consumers under the Consumer Protection Act or any other applicable South African legislation.

SECTION 15 – PRODUCT SENSITIVITIES, HEALTH INFORMATION AND PRODUCT SUITABILITY

15. Product Sensitivities and Health Information

Cosmetic Connection supplies a wide range of cosmetic, skincare, haircare, personal care, health, wellness and related products manufactured by third-party manufacturers.

Customers acknowledge that individual responses to these products may differ based on personal characteristics, medical conditions, allergies and other factors beyond Cosmetic Connection's control.

Nothing in this section limits any rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA").

15.1 Individual Suitability

Customers are responsible for determining whether a product is suitable for their personal use before purchasing and using it.

Suitability may vary depending on factors including:

• skin type;
• hair type;
• scalp condition;
• age;
• existing medical conditions;
• allergies;
• sensitivities;
• previous cosmetic or chemical treatments;
• medications; and
• environmental factors.

Cosmetic Connection does not warrant that any product will be suitable for every individual.

15.2 Ingredient Information

Product ingredient information is supplied by manufacturers.

While Cosmetic Connection makes reasonable efforts to ensure that product information is accurately reproduced, customers should always review the ingredient list appearing on the product packaging before use.

Where there is any discrepancy between online information and the product packaging, the information printed on the product packaging shall prevail.

15.3 Allergies and Sensitivities

Customers with known allergies or sensitivities are responsible for reviewing all ingredients before purchasing and using a product.

Where a customer is uncertain whether a product is suitable, Cosmetic Connection recommends consulting an appropriately qualified healthcare professional before use.

Cosmetic Connection cannot guarantee that products are free from ingredients that may cause allergic reactions in certain individuals.

15.4 Patch Testing

Where recommended by the manufacturer, customers should perform a patch test before using any:

• hair colour;
• hair treatment;
• skincare product;
• cosmetic product;
• chemical treatment; or
• other personal care product intended for skin or scalp application.

Patch testing should be conducted strictly in accordance with the manufacturer's instructions.

Failure to perform a recommended patch test may increase the risk of adverse reactions.

15.5 Adverse Reactions

If irritation, discomfort, redness, swelling or any other adverse reaction occurs after using a product, customers should:

• discontinue use immediately;
• follow any manufacturer recommendations;
• seek appropriate medical advice where necessary; and
• contact Cosmetic Connection if they believe the product may be defective.

An adverse reaction does not automatically indicate that a product is defective.

Where necessary, Cosmetic Connection may request that the product be returned for technical assessment.

15.6 Cosmetic Results

Customers acknowledge that cosmetic and personal care products may produce different results for different individuals.

Factors affecting product performance include:

• individual physiology;
• application method;
• consistency of use;
• existing skin or hair condition;
• environmental conditions;
• product compatibility with other products; and
• compliance with usage instructions.

Differences in cosmetic results, effectiveness or personal satisfaction do not constitute a manufacturing defect.

15.7 Medical Advice Disclaimer

Information provided by Cosmetic Connection, including product descriptions, advertising, website content and customer service communications, is intended for general informational purposes only.

Such information:

• does not constitute medical advice;
• does not replace professional medical consultation;
• should not be relied upon for diagnosis or treatment; and
• should not be interpreted as guaranteeing therapeutic outcomes.

Customers should consult an appropriately qualified healthcare professional regarding any medical condition or treatment.

15.8 Therapeutic Claims

Unless expressly stated by the manufacturer and permitted under applicable law, Cosmetic Connection does not represent that any product:

• cures disease;
• prevents disease;
• treats medical conditions;
• provides guaranteed medical benefits; or
• produces guaranteed cosmetic outcomes.

Customers should rely only on approved product information supplied by the manufacturer.

15.9 Pregnancy and Medical Conditions

Customers who are:

• pregnant;
• breastfeeding;
• receiving medical treatment;
• taking prescription medication; or
• suffering from a medical condition,

should seek professional medical advice before using products where appropriate.

Cosmetic Connection cannot determine the suitability of products for individual medical circumstances.

15.10 Product Changes

Manufacturers may from time to time change:

• formulations;
• ingredients;
• fragrances;
• colours;
• packaging;
• product names; or
• product specifications.

Customers should review the current product packaging before each use, even where they have previously used the same product.

Cosmetic Connection is not responsible for manufacturer changes implemented after products have been supplied.

15.11 Expiry Dates

Customers should inspect products for any expiry date, best-before date or period-after-opening information displayed by the manufacturer.

Products should not be used beyond the manufacturer's recommended period.

Cosmetic Connection shall not be responsible for issues arising from the use of products after their expiry date or recommended usage period.

15.12 Storage and Stability

Customers are responsible for storing products in accordance with the manufacturer's instructions.

Improper storage may affect product quality, stability, fragrance, colour or performance.

Cosmetic Connection shall not be responsible for deterioration caused by improper storage after delivery or collection.

15.13 Limitation of Liability

To the maximum extent permitted by law, Cosmetic Connection shall not be liable for:

• allergic reactions arising from known or unknown sensitivities;
• misuse of products;
• failure to follow manufacturer instructions;
• failure to perform recommended patch testing;
• individual dissatisfaction with cosmetic results;
• interactions with other products or treatments; or
• use of products contrary to medical advice.

Nothing contained in this section excludes or limits any liability that cannot lawfully be excluded under the Consumer Protection Act or any other applicable legislation.

15.14 Reservation of Rights

Cosmetic Connection reserves the right to investigate any complaint relating to product suitability or adverse reactions and may request supporting information, including:

• proof of purchase;
• photographs;
• product batch numbers;
• remaining product;
• medical information voluntarily provided by the customer where relevant to the claim; and
• any additional information reasonably required to assess the matter.

Any personal information collected during such investigations will be processed in accordance with applicable privacy and data protection laws.

SECTION 21 – COMPANY INFORMATION, CONTACT DETAILS, EFFECTIVE DATE AND POLICY ACCEPTANCE

21. Company Information

This Policy applies to all products and services supplied by the following Cosmetic Connection entities:

Cosmetic Connection eCommerce (Pty) Ltd

Registration Number: 2020/595141/07
VAT Number: 4240292526

This entity is responsible for all purchases placed through the official Cosmetic Connection online store, website and other authorised online sales channels.

Cosmetic Connection (Pty) Ltd

Registration Number: 1999/010351/07
VAT Number: 4790182432

This entity is responsible for all purchases made at Cosmetic Connection's physical retail stores.

Throughout this Policy, the term "Cosmetic Connection" refers collectively to the above entities, together with their authorised employees, representatives and agents acting within the scope of their authority, unless the context indicates otherwise.

21.1 Contact Details

Customers may contact Cosmetic Connection regarding:

• orders;
• deliveries;
• Click & Collect;
• returns;
• refunds;
• defective products;
• warranty claims;
• exchanges where applicable;
• complaints;
• privacy requests;
• promotions;
• competitions; or
• general customer service.

Customer Support Email: support@cosweb.co.za

Social Media Support Email: socialsupport@cosweb.co.za

Landline: (051) 250-4011

WhatsApp Support: (066) 194-1099

Customers are encouraged to use the appropriate contact method to ensure that enquiries are directed to the relevant department and resolved as efficiently as possible.

21.2 Business Hours

Cosmetic Connection's customer service and operational business hours are as follows:

Summer Trading Hours (September – May)

Winter Trading Hours (June – August)

Customer service enquiries received outside the above business hours will be attended to as soon as reasonably practicable during the next business day.

Cosmetic Connection reserves the right to amend its trading hours from time to time due to operational requirements, special trading days, public holiday regulations, extraordinary circumstances or other business needs. Any changes will be communicated through Cosmetic Connection's official communication channels where reasonably practicable.

21.3 Effective Date

This Policy becomes effective on the date specified below and remains in force until amended or replaced by Cosmetic Connection.

Effective Date: 01-July-2026

21.4 Policy Version

This document constitutes the official version of the Cosmetic Connection Policy.

Policy Version: CosmeticConnectionPV2.001

Last Updated: 01-July-2026

Cosmetic Connection reserves the right to publish updated versions from time to time.

21.5 Previous Policies

From the Effective Date, this Policy supersedes all previous versions of Cosmetic Connection's applicable policies relating to the same subject matter.

Transactions completed before the Effective Date shall remain subject to the policy applicable at the time of the transaction unless otherwise required by law.

21.6 Acceptance of this Policy

By:

• accessing the Cosmetic Connection website;
• creating a customer account;
• placing an order;
• purchasing products;
• collecting products;
• accepting delivery of products; or
• otherwise transacting with Cosmetic Connection,

the customer confirms that they have had a reasonable opportunity to read this Policy and agree to be bound by it to the extent permitted by applicable law.

Where mandatory consumer rights apply under the Consumer Protection Act or any other applicable legislation, those rights shall prevail over any inconsistent provision contained in this Policy.

21.7 Electronic Acceptance

Customers acknowledge that acceptance of this Policy may occur electronically, including by:

• completing an online purchase;
• clicking an "I Accept", "Proceed to Checkout" or similar confirmation button;
• creating an online account;
• making payment for an order; or
• continuing to use Cosmetic Connection's online services after being notified of amendments to this Policy where such continued use constitutes acceptance under applicable law.

Electronic acceptance shall have the same legal force and effect as a handwritten signature where recognised by South African law.

21.8 Language

This Policy is published in English.

Should Cosmetic Connection provide translated versions for convenience, the English version shall prevail in the event of any inconsistency, unless otherwise required by law.

21.9 No Partnership or Agency

Nothing contained in this Policy creates:

• a partnership;
• a joint venture;
• an employment relationship; or
• an agency relationship

between Cosmetic Connection and any customer.

Customers act solely as purchasers of products or services unless otherwise agreed in writing.

21.10 Customer Acknowledgement

The customer acknowledges that:

• this Policy has been drafted to comply with applicable South African legislation;
• statutory consumer rights remain unaffected by any provision that cannot lawfully be limited or excluded;
• Cosmetic Connection may amend this Policy in accordance with its amendment provisions;
• customers remain responsible for reviewing the latest published version before placing future orders; and
• continued transactions with Cosmetic Connection constitute acceptance of the most recent applicable version of this Policy where permitted by law.

21.11 Interpretation

If any uncertainty arises regarding the interpretation of this Policy, it shall be interpreted:

• consistently with applicable South African legislation;
• in a manner that gives effect to consumers' mandatory statutory rights; and
• in accordance with the ordinary commercial meaning of its provisions.

21.12 Final Reservation of Rights

Cosmetic Connection reserves all rights, remedies and protections available under:

• the Consumer Protection Act 68 of 2008;
• the Electronic Communications and Transactions Act 25 of 2002;
• the Protection of Personal Information Act 4 of 2013;
• the Companies Act 71 of 2008;
• the common law of South Africa; and
• any other applicable legislation.

Nothing contained in this Policy shall be interpreted as limiting any right or remedy that Cosmetic Connection or a consumer may have under applicable law.