Refund policy

Returns and refunds

This policy applies to orders placed on neofollics.co.za and is offered by ZARUXON (PTY) LTD, trading as Neofollics South Africa. It sits alongside your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, and does not limit them.

Cooling-off period

Because you bought online, you may cancel your order within 7 days of receiving it, without giving a reason, and return the goods for a refund of the purchase price. You carry the cost of returning the goods to us.

Change of mind

Beyond the cooling-off period we accept returns on unopened products in their original sealed packaging within 30 days of delivery.

Opened products

For hygiene reasons, hair and scalp products that have been opened or used cannot be returned because you changed your mind. This does not affect your rights where a product is defective, or where you have a reaction.

Damaged, incorrect or defective items

If a product arrives damaged, is not what you ordered, or is defective, contact us within 7 days of delivery with your order number and photographs. We arrange collection at our cost, and you may choose a repair, a replacement or a refund. Under the Consumer Protection Act you may return goods that fail, or are unsafe or defective, within 6 months of delivery.

Reactions and sensitivity

Cosmetic products affect people differently. Stop using a product if it irritates your skin or scalp. If you have a reaction, contact us and we will deal with it case by case rather than by blanket rule.

Starting a return

Email us with your order number, what you are returning and why. We confirm the return address and the next steps before you send anything back. Please do not return goods without contacting us first, as we cannot process a return we cannot identify.

Refunds

Approved refunds are paid back to the original payment method within 10 business days of us receiving and inspecting the return. Delivery charges are refunded where the return is our fault. They are not refunded on change-of-mind returns.

Contact

ZARUXON (PTY) LTD t/a Neofollics South Africa
Woodlands Boulevard Shopping Centre, Shop 221, Garsfontein, Pretoria, 0081, South Africa
info@neofollics.co.za