Last updated: 31 August 2026

This Refund, Return and Cancellation Policy explains how ATWOZ COSMETICS (PTY) LTD (“ATWOZ Cosmetics”, “we”, “us” or “our”) handles online orders. It must be read with our Terms of Service and applies subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable South African law.

1. Before placing an order

Please check the product, colour, shade, size, quantity and delivery details before payment. Because cosmetics, haircare products, wigs, extensions and other personal-care goods may present hygiene or safety concerns, a product that has been opened, used, tested, altered, damaged, unsealed or removed from its original packaging cannot normally be returned unless it is defective or the law requires otherwise.

2. Change-of-mind and incorrect selections

Unless a mandatory legal right applies, we do not provide a refund or exchange merely because a customer changed their mind, selected the wrong item or variation, expected a different result, found a lower price elsewhere, or no longer wants the product. This does not remove any non-excludable rights provided by South African law.

3. Incorrect, damaged or missing goods

If your parcel contains an incorrect item, arrives visibly damaged, or an item is missing, contact us as soon as reasonably possible. Keep the product and all packaging. We may request the order number, proof of purchase, photographs of the parcel, shipping label, product and alleged damage so that we can investigate.

Where ATWOZ Cosmetics confirms that we supplied the wrong item or that goods were damaged before risk passed to you, we will arrange an appropriate remedy at our cost. Depending on the circumstances, this may be replacement, repair, collection of the incorrect goods, or a refund.

4. Defective products and the CPA

Qualifying goods carry the implied warranty of quality provided by sections 55 and 56 of the CPA. A product may qualify for a remedy where it has a genuine manufacturing defect, is unsafe, is materially different from its description, or is not reasonably suitable for its ordinary intended purpose.

A problem caused by normal wear, misuse, negligence, incorrect storage, accidental damage, failure to follow instructions, unauthorised alteration, improper installation or circumstances arising after delivery is not treated as a manufacturing defect. We may inspect the item or refer it to the supplier, importer or manufacturer before deciding the claim.

5. Return authorisation

Do not send a product back without first receiving return instructions from ATWOZ Cosmetics. To request an assessment, email support@atwozcosmetics.com or use our WhatsApp support. Include your order number, proof of purchase, a clear explanation and supporting photographs where relevant.

An approved return should include the original packaging, accessories, labels, manuals and promotional items supplied with the purchase. Unauthorised returns may be refused or returned to the sender.

6. Refunds and exchanges

Once a return has been received, inspected and approved, the available remedy will be provided in accordance with applicable law. Approved refunds are ordinarily returned to the original payment method. Bank and payment-provider processing times are outside our control. Replacement items remain subject to stock availability.

ATWOZ Cosmetics will pay reasonable return costs when we supplied the wrong item, the item is confirmed defective, or we are otherwise legally responsible. Costs relating to an unapproved return are for the customer unless the law provides differently.

7. Order cancellations

Contact us immediately if you wish to cancel. Cancellation is not guaranteed after an order has entered processing. Once an order has been packed, handed to a courier or dispatched, it normally cannot be cancelled. Where a lawful cancellation is accepted, any refund will be processed to the original payment method, subject to deductions permitted by law.

8. Refused and uncollected deliveries

If delivery is refused without lawful grounds, or a collection order is not collected within the communicated period, we may deduct reasonable outward delivery, return courier and handling costs before refunding any remaining eligible amount. Goods must first be returned and inspected.

9. Contact

Questions or claims may be sent to support@atwozcosmetics.com. Please contact us before returning anything. Nothing in this policy limits a right that cannot lawfully be limited under the CPA, ECTA or other South African legislation.