Terms of service

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 3 – ORDER PLACEMENT, ACCEPTANCE AND CONTRACT FORMATION

3. Order Placement

Customers may place orders through Cosmetic Connection's authorised sales channels, including the official website, mobile platforms, Click & Collect service, authorised social media channels, email, telephone, or any other approved purchasing platform operated by Cosmetic Connection.

By placing an order, the customer confirms that:

• they are at least 18 years of age or have the consent of a parent or legal guardian;
• they have the legal capacity to enter into a binding agreement;
• all information provided during the ordering process is true, complete and accurate;
• they are authorised to use the selected payment method; and
• they have read and accepted this Refund and Order Policy together with Cosmetic Connection's Terms and Conditions.

The customer is solely responsible for ensuring that all information submitted during the checkout process is accurate before confirming an order.

3.1 Customer Responsibility

Before completing an order, customers must carefully verify:

• product selection;
• quantities ordered;
• product sizes, colours, shades or variants;
• delivery or collection details;
• billing information;
• contact details;
• payment method; and
• any special instructions.

Once an order has been submitted, Cosmetic Connection cannot guarantee that amendments will be possible.

Cosmetic Connection accepts no liability for losses arising from incorrect information supplied by the customer.

3.2 Order Confirmation

After an order has been successfully placed, Cosmetic Connection will issue an electronic order confirmation acknowledging receipt of the order.

This confirmation does not constitute acceptance of the order.

The confirmation merely confirms that the order request has been received and is being processed.

A legally binding agreement between Cosmetic Connection and the customer is only concluded once:

• payment has been successfully authorised (where applicable);
• stock has been allocated;
• fraud verification has been completed where required; and
• Cosmetic Connection has accepted the order for fulfilment.

3.3 Right to Accept or Decline Orders

Cosmetic Connection reserves the right, at its sole discretion and subject to applicable law, to accept, reject or cancel any order prior to dispatch.

Without limiting this right, Cosmetic Connection may refuse or cancel an order where:

• products are unavailable;
• pricing errors have occurred;
• product descriptions contain obvious errors;
• payment cannot be authorised;
• fraud is suspected;
• the customer has supplied incorrect or incomplete information;
• duplicate orders have been submitted;
• technical or system errors have occurred;
• supplier shortages prevent fulfilment;
• the customer has breached previous contractual obligations with Cosmetic Connection; or
• fulfilment would otherwise be unlawful or commercially impractical.

Where payment has already been received for an order that Cosmetic Connection is unable to fulfil, the customer will receive a full refund of the amount paid, unless an alternative product or resolution is mutually agreed upon.

3.4 Product Availability

All products displayed by Cosmetic Connection are offered subject to availability.

Although Cosmetic Connection endeavours to maintain accurate stock levels, stock quantities displayed online are estimates and may change due to:

• simultaneous customer purchases;
• supplier shortages;
• warehouse variances;
• stock count adjustments;
• damaged inventory;
• system synchronisation delays; or
• unforeseen operational circumstances.

The inclusion of a product on the website does not guarantee its availability.

Should a product become unavailable after an order has been placed, Cosmetic Connection may:

• cancel the affected item;
• offer a comparable alternative;
• place the item on backorder where applicable; or
• issue a refund for the unavailable item.

Customers will be notified where reasonably possible before any substitution is made.

3.5 Product Images and Descriptions

Cosmetic Connection makes every reasonable effort to ensure that product images, descriptions, specifications and pricing are accurate.

However:

• packaging may change from time to time;
• manufacturers may alter ingredients or formulations;
• colours displayed on electronic devices may differ from actual products;
• sizes may appear different depending on screen resolution; and
• product photographs are for illustrative purposes only.

Customers should rely on the written product description and product specifications rather than images alone.

Cosmetic Connection shall not be liable for minor differences between product images and the actual product supplied where the product remains substantially the same.

3.6 Pricing Errors

Despite every reasonable effort to ensure pricing accuracy, pricing errors may occasionally occur due to:

• technical failures;
• system integration issues;
• supplier pricing updates;
• human error;
• promotional errors; or
• website malfunction.

Where an obvious pricing error has occurred, Cosmetic Connection reserves the right to cancel the affected order before dispatch.

If payment has already been processed, the customer will receive a full refund of the amount paid unless the customer elects to purchase the product at the correct price.

Cosmetic Connection shall not be obliged to honour pricing that is clearly incorrect due to an obvious error.

3.7 Fraud Prevention

To protect both Cosmetic Connection and its customers, orders may be subject to fraud prevention screening.

Cosmetic Connection reserves the right to request additional information, including but not limited to:

• proof of identity;
• proof of address;
• proof of payment;
• bank verification;
• confirmation of card ownership; or
• any other information reasonably required to verify the legitimacy of the transaction.

Failure to provide the requested information within a reasonable period may result in the cancellation of the order.

3.8 Reservation of Ownership

Ownership of all goods shall remain vested in Cosmetic Connection until full payment has been received and cleared.

Risk in the goods shall pass to the customer upon delivery or collection, as applicable.

3.9 Electronic Communications

By placing an order, the customer agrees that Cosmetic Connection may communicate electronically regarding:

• order confirmations;
• invoices;
• payment confirmations;
• delivery updates;
• refunds;
• customer service enquiries;
• product availability; and
• any notices relating to the customer's purchase.

Electronic communications shall satisfy any legal requirement that such communications be in writing.

3.10 No Order Modifications After Acceptance

Once an order has been accepted for fulfilment and enters the packing or dispatch process, Cosmetic Connection cannot guarantee that any changes can be made.

This includes, but is not limited to:

• adding or removing products;
• changing quantities;
• changing delivery addresses;
• changing collection locations;
• changing payment methods; or
• cancelling the order.

Where modifications are operationally possible, Cosmetic Connection may accommodate such requests at its sole discretion, but shall not be obliged to do so.

SECTION 4 – PRICING, PAYMENTS AND BILLING

4. Pricing

Cosmetic Connection strives to ensure that all prices displayed across its website, stores and authorised sales channels are accurate and up to date.

All prices are displayed in South African Rand (ZAR) and include or exclude Value Added Tax (VAT) as clearly indicated on the relevant product page, quotation or invoice.

Prices, promotions and product availability are subject to change without prior notice.

The price applicable to an order shall be the price displayed and accepted by the customer at the time the order is successfully placed, unless the price was clearly incorrect due to an obvious pricing or system error.

4.1 Promotional Pricing

From time to time Cosmetic Connection may offer:

• promotional pricing;
• clearance pricing;
• limited-time offers;
• bundle offers;
• quantity discounts;
• online-exclusive promotions;
• coupon promotions; and
• marketing campaigns.

Promotional offers:

• are valid only for the advertised period;
• apply while promotional stock lasts;
• cannot be applied retrospectively to completed purchases;
• cannot be exchanged for cash;
• may not be combined with other promotions unless expressly stated; and
• may be withdrawn, amended or extended at Cosmetic Connection's discretion.

Cosmetic Connection reserves the right to limit promotional quantities per customer where necessary to ensure fair purchasing opportunities.

4.2 Pricing Errors

Although every reasonable effort is made to ensure pricing accuracy, pricing errors may occur due to:

• human error;
• supplier price changes;
• system failures;
• website synchronisation delays;
• technical faults; or
• unforeseen operational issues.

Where an obvious pricing error has occurred, Cosmetic Connection reserves the right to cancel or decline the affected order prior to dispatch.

If payment has already been processed, Cosmetic Connection will refund the full amount paid unless the customer elects to proceed with the purchase at the correct selling price.

Cosmetic Connection shall not be obliged to honour prices that are clearly incorrect or obviously inconsistent with the product's normal selling price.

4.3 Payment Methods

Cosmetic Connection accepts payment through approved payment methods made available during the checkout process.

Available payment methods may include:

• Debit Cards;
• Credit Cards;
• Instant EFT;
• Ozow;
• Electronic Funds Transfer (where approved);
• Gift Cards (where applicable); and
• any other payment methods offered from time to time.

The availability of payment methods may vary depending on the customer's location, order value, or sales channel.

4.4 Payment Authorisation

All payments are subject to verification and authorisation by the relevant financial institution or payment service provider.

Cosmetic Connection shall not be responsible for delays arising from:

• bank authorisations;
• payment gateway interruptions;
• fraud verification;
• banking system downtime;
• payment reversals; or
• technical issues outside Cosmetic Connection's control.

An order will not be processed until payment has been successfully authorised or received in full.

4.5 Electronic Payments

Where payment is made electronically, the customer warrants that:

• they are authorised to use the selected payment method;
• sufficient funds are available;
• the payment information provided is accurate; and
• the transaction is lawful.

Providing false payment information or attempting fraudulent transactions may result in:

• cancellation of the order;
• refusal of future purchases;
• reporting to the relevant authorities; and
• legal action where appropriate.

4.6 Failed Payments

Should a payment fail, be declined, reversed or cancelled before dispatch, Cosmetic Connection may:

• suspend processing of the order;
• cancel the order;
• request an alternative payment method; or
• contact the customer to resolve the issue.

Cosmetic Connection shall not reserve stock indefinitely where payment has not been successfully completed.

4.7 Payment Security

All online payments are processed through secure third-party payment providers using industry-standard encryption and security protocols.

Cosmetic Connection does not store customers' full credit or debit card details on its systems.

Customers remain responsible for safeguarding their own banking credentials and payment information.

4.8 VAT

Where applicable, VAT will be charged in accordance with the Value-Added Tax Act of South Africa.

Tax invoices will reflect VAT separately where required by law.

Customers purchasing goods for export outside South Africa remain responsible for complying with all customs, import and tax requirements applicable in the destination country unless otherwise agreed in writing.

4.9 Invoices

Upon successful payment, customers will receive an electronic invoice or tax invoice confirming the details of their purchase.

Customers should retain their invoice or proof of purchase as it will be required should a claim relating to defective goods arise under the Consumer Protection Act.

Failure to produce proof of purchase may delay or prevent the processing of a claim.

4.10 Billing Information

Customers are responsible for ensuring that all billing information supplied during checkout is complete and accurate.

Incorrect billing information may result in:

• payment delays;
• declined transactions;
• fraud verification requirements; or
• cancellation of the order.

Cosmetic Connection shall not be liable for losses arising from incorrect billing information supplied by the customer.

4.11 Discounts, Coupons and Promotional Codes

Discount codes, promotional vouchers and coupons:

• may only be used in accordance with their stated terms;
• cannot be exchanged for cash;
• are not transferable unless expressly stated;
• may only be redeemed once unless otherwise specified;
• may not be used after expiry; and
• remain the property of Cosmetic Connection.

Cosmetic Connection reserves the right to cancel any order where a promotional code has been obtained or used fraudulently or contrary to its terms and conditions.

4.12 Gift Cards and Store Credit

Where Cosmetic Connection issues gift cards or store credit:

• they may only be redeemed for eligible purchases;
• they are not redeemable for cash;
• they may not be exchanged for refunds;
• lost or stolen gift cards may not be replaced unless required by law; and
• additional terms and conditions may apply.

4.13 Currency

All transactions are processed in South African Rand (ZAR).

Customers using foreign-issued payment cards acknowledge that exchange rates and foreign transaction fees are determined by their financial institution.

Cosmetic Connection accepts no responsibility for exchange rate fluctuations or banking charges imposed by third parties.

4.14 Reservation of Rights

Cosmetic Connection reserves the right to:

• refuse suspicious transactions;
• verify payment information;
• delay dispatch pending payment verification;
• limit quantities purchased;
• correct pricing or billing errors;
• recover monies paid in error where legally permissible; and
• refuse future transactions where fraudulent or abusive conduct is identified.

SECTION 6 – CLICK & COLLECT

6. Click & Collect

Cosmetic Connection offers a Click & Collect service at selected Cosmetic Connection stores for the convenience of customers.

The availability of Click & Collect is subject to stock availability, store participation and operational capacity.

Customers selecting Click & Collect agree to the terms contained in this section in addition to the remainder of this Refund and Order Policy.

6.1 Collection Notification

An order selected for Click & Collect may not be collected immediately after payment unless the customer has received confirmation from Cosmetic Connection that the order is ready for collection.

Customers will receive a collection notification by email, SMS, WhatsApp or any other communication method used by Cosmetic Connection once:

• payment has been successfully received;
• stock has been allocated;
• the order has been picked and packed;
• quality checks have been completed; and
• the order is ready for collection.

Customers should not travel to the selected collection store until they have received confirmation that their order is ready.

6.2 Collection Requirements

To protect customers against fraud and unauthorised collections, Cosmetic Connection reserves the right to request verification before releasing any order.

Customers collecting an order may be required to present:

• the order confirmation;
• proof of purchase;
• a valid South African identity document, passport or driver's licence;
• the payment card used for the transaction where applicable; or
• any other reasonable proof of identity requested by Cosmetic Connection.

Failure to provide satisfactory identification may result in Cosmetic Connection refusing to release the order until ownership has been verified.

6.3 Collection by an Authorised Representative

Customers may authorise another person to collect an order on their behalf.

The authorised representative may be required to provide:

• the order number;
• written authorisation from the customer;
• proof of the customer's identity where reasonably required;
• their own valid identification document; and
• any additional information reasonably requested to verify the collection.

Cosmetic Connection reserves the right to refuse collection where the representative cannot satisfactorily verify their authority to collect the order.

6.4 Collection Period

Customers are encouraged to collect their orders as soon as reasonably possible after receiving notification that the order is ready.

Unless otherwise communicated by Cosmetic Connection, orders should be collected within 14 calendar days from the date of the collection notification.

Where a customer requires additional time, they should contact Cosmetic Connection before the expiry of the collection period. Cosmetic Connection may, at its sole discretion, extend the collection period.

6.5 Uncollected Orders

If an order is not collected within the applicable collection period and Cosmetic Connection has not received any communication from the customer, Cosmetic Connection reserves the right to:

• cancel the order;
• return the goods to warehouse stock;
• deduct any reasonable administration, handling or payment processing costs where permitted by law; and
• refund any remaining amount to the original payment method where applicable.

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

6.6 Inspection Upon Collection

Customers are encouraged to inspect their order before leaving the collection point.

Where reasonably possible, customers should verify:

• product quantities;
• product variants;
• product condition;
• promotional items included with the order; and
• any visible damage.

Any discrepancies identified at the time of collection should be reported immediately to the Cosmetic Connection employee assisting with the collection.

6.7 Risk and Responsibility

Risk in the goods passes to the customer immediately upon:

• collection by the customer; or
• collection by the customer's authorised representative.

After collection has taken place, Cosmetic Connection shall not be responsible for:

• accidental damage;
• loss;
• theft;
• deterioration caused by improper storage or transport; or
• any damage occurring after the goods have left the collection point.

Ownership of the goods shall remain vested in Cosmetic Connection until full payment has been received and cleared.

6.8 Incorrect or Damaged Goods

If the customer discovers after collection that:

• incorrect goods were supplied;
• products are damaged;
• products are defective; or
• items are missing,

the customer should notify Cosmetic Connection as soon as reasonably possible.

Customers may be requested to provide:

• proof of purchase;
• photographs of the goods;
• details of the issue; and
• any additional information reasonably required to investigate the matter.

Any remedy will be provided in accordance with this Refund and Order Policy and the Consumer Protection Act where applicable.

6.9 Failure to Collect Due to Cosmetic Connection

Where Cosmetic Connection is unable to make an order available for collection within a reasonable time due to operational reasons, stock shortages or circumstances beyond its control, Cosmetic Connection may:

• provide an updated collection date;
• offer a suitable substitute with the customer's consent;
• arrange delivery where practical; or
• cancel the affected order and provide a refund where appropriate.

6.10 Fraud Prevention

Cosmetic Connection reserves the right to delay or refuse the release of any Click & Collect order where fraud, payment irregularities or suspicious activity is suspected.

Additional verification may be requested before the order is released.

Where fraudulent activity is confirmed or reasonably suspected, Cosmetic Connection may cancel the order, reverse the transaction where possible and report the matter to the appropriate authorities.

6.11 Limitation of Liability

Cosmetic Connection shall not be liable for any indirect, consequential or incidental loss arising from:

• delayed collection by the customer;
• failure to collect within the prescribed period;
• unauthorised persons collecting goods using information supplied by the customer;
• customer negligence after collection; or
• circumstances beyond Cosmetic Connection's reasonable control.

SECTION 12 – PRE-ORDERS

12. Pre-Orders

Certain products offered by Cosmetic Connection may be available for purchase before stock has been received. These products will be identified as Pre-Order items on the Cosmetic Connection website or other authorised sales channels.

By placing a pre-order, the customer acknowledges that the product is not immediately available for dispatch and agrees to the terms contained in this section.

12.1 Estimated Availability

Any estimated release date, dispatch date or delivery timeframe communicated by Cosmetic Connection is an estimate only.

Estimated dates are provided in good faith based on information received from suppliers and manufacturers but may change due to circumstances beyond Cosmetic Connection's control.

Cosmetic Connection does not guarantee that pre-order products will become available on any particular date.

12.2 Payment for Pre-Orders

Unless otherwise stated, full payment is required at the time the pre-order is placed.

Payment secures the customer's reservation for the product but does not guarantee delivery on a specific date.

Orders will only be processed once payment has been successfully authorised or received in full.

12.3 Supplier Delays

Customers acknowledge that the availability of pre-order products depends on manufacturers and suppliers.

Delays may occur due to, including but not limited to:

• manufacturing delays;
• import delays;
• customs inspections;
• shipping disruptions;
• supplier shortages;
• regulatory approvals;
• transport delays;
• force majeure events; or
• circumstances beyond Cosmetic Connection's reasonable control.

Cosmetic Connection will make reasonable efforts to notify customers of any significant delays.

12.4 Product Availability

Although Cosmetic Connection endeavours to fulfil all pre-orders, circumstances may arise where a product becomes unavailable due to:

• manufacturer discontinuation;
• supplier allocation restrictions;
• import cancellation;
• unforeseen production issues;
• regulatory restrictions; or
• any other circumstance beyond Cosmetic Connection's reasonable control.

Where this occurs, Cosmetic Connection may, at the customer's election:

• provide a full refund of all amounts paid for the unavailable product; or
• offer a comparable alternative product of equal or greater value, subject to the customer's acceptance.

Cosmetic Connection will not substitute products without the customer's consent.

12.5 Customer Cancellation Before Dispatch

A customer may request cancellation of a pre-order before the product has been dispatched.

Where Cosmetic Connection has not yet incurred costs specifically associated with fulfilling the order, Cosmetic Connection may approve the cancellation and process a refund.

Where Cosmetic Connection has already incurred reasonable costs in procuring or processing the product specifically for the customer, Cosmetic Connection reserves the right, where legally permissible, to deduct reasonable costs actually incurred before processing any refund.

12.6 Cancellation by Cosmetic Connection

Cosmetic Connection reserves the right to cancel a pre-order where:

• the manufacturer discontinues the product;
• the supplier is unable to fulfil the order;
• importation becomes impossible;
• pricing errors have occurred;
• fraud is suspected;
• payment cannot be verified;
• the product becomes permanently unavailable; or
• fulfilment becomes impossible due to force majeure.

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

12.7 Dispatch of Pre-Orders

Pre-order products will be dispatched as soon as reasonably possible after stock has been received, quality checked and allocated.

Where an order contains both:

• in-stock products; and
• pre-order products,

Cosmetic Connection may, at its discretion:

• dispatch all items together once the pre-order product becomes available;
• dispatch available items separately; or
• contact the customer to agree upon the preferred delivery arrangement.

Additional delivery charges will not be imposed solely because Cosmetic Connection elects to dispatch products separately for operational reasons, unless agreed with the customer beforehand.

12.8 Changes to Product Specifications

Manufacturers may change product specifications, packaging, ingredients, accessories or appearance before the product is released.

Where such changes are minor and do not materially alter the nature or intended purpose of the product, Cosmetic Connection reserves the right to supply the updated version.

Where a material change significantly affects the product, Cosmetic Connection will notify affected customers where reasonably practicable.

12.9 Refunds for Pre-Orders

Where a pre-order qualifies for a refund under this policy or applicable legislation:

• refunds will be processed using the original payment method wherever reasonably possible;
• refund processing remains subject to banking and payment provider timeframes; and
• Cosmetic Connection shall not be liable for delays caused by third-party financial institutions.

12.10 Consumer Protection Act

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

Where any provision of this section conflicts with mandatory legal requirements, the applicable legislation shall prevail to the extent of such conflict.

12.11 Reservation of Rights

Cosmetic Connection reserves the right to:

• limit the quantity of pre-order products available to any customer;
• amend estimated release dates;
• refuse or cancel fraudulent or duplicate pre-orders;
• verify payment before allocating stock;
• prioritise fulfilment according to the chronological order in which confirmed pre-orders were received; and
• amend or withdraw pre-order offerings without prior notice where reasonably necessary.

Any such action will be taken in accordance with applicable South African law.

SECTION 18 – INTELLECTUAL PROPERTY, WEBSITE USE AND ACCEPTABLE USE

18. Intellectual Property

All intellectual property rights relating to the Cosmetic Connection website, online store, mobile applications, branding, content, software and services remain the exclusive property of Cosmetic Connection or its licensors unless otherwise stated.

Nothing contained in this policy transfers any intellectual property rights to customers or website users.

18.1 Ownership of Intellectual Property

The following are protected by applicable copyright, trademark and other intellectual property laws:

• the Cosmetic Connection name;
• Cosmetic Connection logos;
• trademarks;
• trade names;
• branding;
• product images created by Cosmetic Connection;
• website design;
• website layout;
• software;
• source code;
• databases;
• graphics;
• icons;
• videos;
• text;
• catalogues;
• promotional material;
• marketing content;
• downloadable content; and
• all other proprietary materials appearing on Cosmetic Connection platforms.

All rights not expressly granted are reserved.

18.2 Copyright

All copyright in content published by Cosmetic Connection belongs to Cosmetic Connection or the applicable copyright owner.

Customers may not, without prior written permission:

• reproduce;
• copy;
• distribute;
• publish;
• modify;
• adapt;
• translate;
• create derivative works from;
• commercially exploit; or
• publicly display

any copyrighted material belonging to Cosmetic Connection except where permitted by applicable law.

18.3 Trademarks

The Cosmetic Connection name, logos, slogans and other identifying marks are protected trademarks or trade dress.

Customers may not use any Cosmetic Connection trademark:

• in advertising;
• on websites;
• on social media;
• in domain names;
• on products;
• in business names; or
• in any manner likely to create confusion,

without Cosmetic Connection's prior written consent.

18.4 Permitted Website Use

Customers are granted a limited, non-exclusive, revocable and non-transferable licence to access and use the Cosmetic Connection website solely for lawful personal or legitimate business purposes.

This licence does not transfer ownership of any intellectual property.

18.5 Prohibited Activities

Users may not:

• use the website for unlawful purposes;
• interfere with website security;
• attempt to gain unauthorised access to any systems;
• introduce malware, viruses or malicious code;
• interfere with other users' access;
• disrupt website functionality;
• impersonate another person;
• submit false information;
• manipulate pricing or promotional systems;
• engage in fraudulent transactions;
• copy substantial portions of website content;
• scrape website data without authorisation;
• use automated software to extract data;
• reverse engineer website software where prohibited by law;
• bypass security features; or
• otherwise misuse Cosmetic Connection's online platforms.

18.6 Automated Access

Unless expressly authorised in writing, customers may not use:

• bots;
• crawlers;
• spiders;
• automated scripts;
• artificial intelligence scraping tools;
• data harvesting software; or
• similar automated technologies

to access, monitor or copy any portion of the Cosmetic Connection website.

Reasonable search engine indexing by recognised search engines is not prohibited where conducted in accordance with accepted industry practices.

18.7 User Accounts

Customers remain responsible for all activity conducted through their accounts.

Customers may not:

• share account credentials;
• create fraudulent accounts;
• impersonate another individual or business;
• use another person's account without permission; or
• circumvent account security measures.

Cosmetic Connection reserves the right to suspend or terminate accounts involved in fraudulent or unlawful activity.

18.8 User-Generated Content

Where customers submit reviews, comments, photographs or other content to Cosmetic Connection, the customer warrants that:

• they own or have the necessary rights to the content;
• the content does not infringe any third-party rights;
• the content is truthful;
• the content is not defamatory;
• the content is not unlawful; and
• the content does not contain malicious software.

By submitting such content, customers grant Cosmetic Connection a non-exclusive, worldwide, royalty-free licence to use, reproduce, publish, display, adapt and distribute the content for lawful business purposes, including marketing and promotional activities, unless otherwise agreed.

18.9 Customer Reviews

Customer reviews must:

• relate to genuine customer experiences;
• not contain false or misleading information;
• not include offensive, abusive or discriminatory language;
• not infringe the rights of others;
• not disclose confidential information; and
• comply with applicable law.

Cosmetic Connection reserves the right, acting reasonably, to remove reviews that breach these requirements.

18.10 Third-Party Intellectual Property

Certain products sold by Cosmetic Connection may display trademarks, logos, packaging or other intellectual property belonging to third-party manufacturers.

All such intellectual property remains the property of its respective owner.

Nothing contained in this policy grants customers any rights to use third-party intellectual property beyond the lawful use of the purchased products.

18.11 Website Availability

Cosmetic Connection will use reasonable efforts to maintain the availability of its website and online services.

However, Cosmetic Connection does not guarantee uninterrupted access and may suspend or restrict access for reasons including:

• maintenance;
• upgrades;
• security incidents;
• technical failures;
• supplier outages;
• internet disruptions; or
• circumstances beyond Cosmetic Connection's reasonable control.

18.12 External Links

The Cosmetic Connection website may contain links to third-party websites.

Such links are provided for convenience only.

Cosmetic Connection:

• does not endorse third-party websites;
• does not guarantee the accuracy of third-party information;
• is not responsible for third-party content;
• is not responsible for third-party products or services; and
• accepts no liability arising from customers' use of third-party websites.

18.13 Suspension or Restriction of Access

Cosmetic Connection reserves the right to suspend, restrict or terminate access to its website or online services where it reasonably believes that a user has:

• breached this policy;
• engaged in fraudulent conduct;
• compromised website security;
• infringed intellectual property rights;
• attempted unauthorised access;
• interfered with website operations; or
• otherwise acted unlawfully.

Such action will not affect any rights or obligations that arose before the suspension or termination.

18.14 Reservation of Rights

Cosmetic Connection reserves all intellectual property rights relating to its business, website and digital platforms.

Any unauthorised use of Cosmetic Connection's intellectual property may result in civil or criminal proceedings where permitted by law.

Nothing contained in this section limits any rights or remedies available to Cosmetic Connection under South African law.

SECTION 20 – DISPUTE RESOLUTION, GOVERNING LAW AND GENERAL LEGAL PROVISIONS

20. General Legal Provisions

This section governs the interpretation, enforcement and administration of this Policy and all transactions concluded between Cosmetic Connection and its customers.

Nothing contained in this section limits or excludes any mandatory rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA") or any other applicable South African legislation.

20.1 Governing Law

This Policy, all purchases, orders, transactions and any disputes arising from or relating to Cosmetic Connection's products or services shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

20.2 Jurisdiction

Subject to any rights afforded to consumers under applicable legislation, the parties consent to the jurisdiction of the courts of the Republic of South Africa for the determination of any dispute arising from this Policy or any transaction with Cosmetic Connection.

Nothing in this clause prevents a consumer from exercising any rights regarding jurisdiction afforded under the Consumer Protection Act or any other applicable legislation.

20.3 Internal Resolution of Disputes

Before commencing legal proceedings, customers are encouraged to first contact Cosmetic Connection's Customer Service Department to allow the matter to be investigated and, where possible, resolved amicably.

Customers should provide:

• their proof of purchase;
• order number where applicable;
• details of the complaint;
• supporting documentation; and
• any other information reasonably required to investigate the matter.

Cosmetic Connection will make reasonable efforts to investigate complaints promptly and communicate the outcome to the customer.

20.4 Alternative Dispute Resolution

Where appropriate and where permitted by law, Cosmetic Connection may agree to resolve disputes through:

• mediation;
• arbitration;
• an accredited industry ombud;
• the National Consumer Commission;
• the Consumer Goods and Services Ombud (CGSO), where applicable; or
• any other recognised alternative dispute resolution mechanism.

Participation in alternative dispute resolution shall not prevent a consumer from exercising any rights available under applicable legislation.

20.5 Notices

Unless otherwise required by law, any notice or communication relating to this Policy may be delivered by:

• email;
• registered post;
• courier;
• delivery to the customer's last known address;
• publication on the Cosmetic Connection website where appropriate; or
• any other method reasonably capable of bringing the notice to the attention of the recipient.

Customers remain responsible for ensuring that their contact information remains accurate and up to date.

20.6 Amendments to this Policy

Cosmetic Connection reserves the right to amend, update or replace this Policy from time to time where reasonably necessary, including to reflect:

• changes in legislation;
• regulatory requirements;
• business operations;
• technological developments;
• supplier requirements;
• operational improvements; or
• changes to products or services.

The version published on Cosmetic Connection's official website shall constitute the current version of this Policy.

Amendments shall not affect transactions already concluded unless required by law or expressly agreed with the customer.

20.7 Severability

If any provision of this Policy is found by a court or other competent authority to be unlawful, invalid or unenforceable, that provision shall, to the extent necessary, be severed from the remainder of the Policy.

The remaining provisions shall continue in full force and effect.

20.8 No Waiver

Any failure or delay by Cosmetic Connection in exercising any right or remedy under this Policy shall not constitute a waiver of that right.

No waiver shall be effective unless recorded in writing by an authorised representative of Cosmetic Connection.

A waiver of any particular breach shall not constitute a waiver of any future breach.

20.9 Entire Agreement

This Policy, together with:

• the Terms and Conditions published on the Cosmetic Connection website;
• any applicable promotional terms;
• warranty documentation;
• order confirmations;
• invoices;
• and any other documents expressly incorporated by reference,

constitutes the entire agreement between Cosmetic Connection and the customer relating to the relevant transaction.

This Policy supersedes any previous policies relating to the same subject matter, except where expressly stated otherwise.

20.10 Assignment

Customers may not assign, transfer or delegate any rights or obligations arising from this Policy without Cosmetic Connection's prior written consent.

Cosmetic Connection may assign or transfer its rights and obligations where reasonably necessary, including as part of:

• a corporate restructuring;
• merger;
• acquisition;
• sale of business assets; or
• any lawful business reorganisation.

Any assignment shall not reduce the statutory rights of consumers.

20.11 Electronic Communications

Customers consent to receiving communications electronically where permitted by law.

Electronic communications may include:

• order confirmations;
• invoices;
• delivery notifications;
• refund confirmations;
• promotional communications (where permitted);
• policy updates;
• warranty communications; and
• any other notices relating to the customer's transactions.

Electronic records maintained by Cosmetic Connection shall, unless proven otherwise, constitute prima facie evidence of the information contained therein.

20.12 Compliance with Applicable Laws

Both Cosmetic Connection and its customers undertake to comply with all applicable South African legislation governing:

• consumer protection;
• electronic commerce;
• data protection;
• taxation;
• intellectual property;
• competition law;
• health and safety; and
• any other legislation applicable to the purchase and sale of products.

20.13 Headings

The headings used throughout this Policy are included for convenience only and shall not affect the interpretation of any provision.

20.14 Survival

Any provisions which, by their nature, are intended to continue after completion, cancellation or termination of a transaction shall remain enforceable, including but not limited to provisions relating to:

• warranties;
• limitation of liability;
• indemnities;
• intellectual property;
• privacy;
• dispute resolution; and
• governing law.

20.15 Contact Details

Customers may contact Cosmetic Connection using the official contact details published on the Cosmetic Connection website or on their tax invoice for enquiries relating to:

• orders;
• deliveries;
• returns;
• refunds;
• defective products;
• warranty claims;
• complaints;
• privacy requests; or
• general customer service.

20.16 Reservation of Rights

Cosmetic Connection reserves all rights available under applicable South African law.

Where any provision of this Policy conflicts with mandatory legislation, that provision shall be interpreted and applied only to the extent necessary to ensure compliance with such legislation, while the remaining provisions shall remain valid and enforceable.

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.