Last updated: 04 September 2026

At Fossette Aesthetics, we want you to shop with confidence. This Refunds & Returns Policy explains when you can return products, how refunds are processed, and what to do if something arrives damaged or incorrect.

Contact Us

• Phone/WhatsApp: 082 744 4631

• Email: info@fossette.co.za

1) Returns eligibility (hygiene and safety)

Because we sell skincare, haircare and personal-care products, hygiene and product safety are important.

Returns we can accept

We can generally accept returns when:

• You received the wrong product, or

• The product arrived damaged, leaking, or defective, or

• The product is unsafe or not of acceptable quality (as provided for under the CPA).

Returns we may not accept (unless defective)

For hygiene reasons, we may not accept returns on:

• Opened, used, or unsealed products

• Products with broken seals

• Products not in their original packaging

• Items damaged due to misuse, incorrect storage, or normal wear and tear

• Products returned for change-of-mind reasons that are not unused, unopened, sealed and in their original packaging

If an opened product is defective or arrived damaged, we’ll still assist—please contact us immediately.

2) Damaged, leaking, or incorrect items

If your order arrives damaged, leaking, or you receive an incorrect product:

1. Please contact us within 48 hours of delivery, where reasonably possible, so that we can investigate and resolve the issue promptly. This notification period does not limit your rights under applicable South African consumer law.
2. Email info@fossette.co.za with:
   
   • Your order number
   • Clear photos of the product, packaging, and courier box
   • A brief description of the issue
3. We’ll confirm the appropriate next steps, which may include replacement, return, or refund, depending on the circumstances and your applicable rights.

Where Fossette Aesthetics supplied the incorrect product, or a return is required because a product arrived damaged or qualifies as defective, Fossette Aesthetics will cover the applicable return or replacement delivery costs where required by law.

3) Defective products (CPA implied warranty)

Under South Africa’s Consumer Protection Act (CPA), goods must be of good quality, safe, reasonably durable and free from defects.

If a product is defective or fails to meet the required standards, you may have the right to return it within 6 months of delivery for a repair, replacement or refund, subject to the provisions of the CPA.

To assess the issue, we may ask for:

• Photos or videos showing the defect
• The product’s batch/lot number
• The product to be returned for assessment, where necessary

Where the product qualifies as defective under the CPA, Fossette Aesthetics will cover the reasonable cost of returning the product where required by law.

This section does not limit any other rights you may have under applicable South African consumer law.

4) “Changed my mind” returns

Due to the hygiene and safety considerations associated with skincare, haircare and personal-care products, change-of-mind returns can only be considered for products that are unused, unopened, sealed and in their original packaging.

Where the cooling-off provisions of South Africa’s Electronic Communications and Transactions Act (ECTA) apply, you may cancel your purchase and request a return within 7 days of receiving the product.

For an eligible change-of-mind return:

• The product must be unused, unopened, sealed and in its original packaging

• You are responsible for the direct cost of returning the product

• Please contact us before returning the product so that we can provide the appropriate return instructions

Refunds for qualifying returns will be processed in accordance with applicable South African consumer law.

Nothing in this section limits your rights if a product is defective, damaged, unsafe or incorrectly supplied.

5) How refunds are processed

Once a return has been received and assessed, where applicable, we’ll notify you of the outcome.

If a refund is due:

• The refund will be processed back to the original payment method, unless otherwise agreed or required by law.

• Fossette Aesthetics will process approved refunds as soon as reasonably possible and within any timeframe required by applicable law.

• Once processed by us, it may take approximately 5–10 business days for the refund to reflect, depending on your bank or payment provider.

• If only part of an order qualifies for a refund, only the applicable portion of the order will be refunded.

Where a refund relates to a statutory cooling-off right, defective product, damaged product or incorrectly supplied item, the refund will be handled in accordance with applicable South African consumer law.

6) Exchanges

If you received an incorrect, damaged or defective product, we’ll assist with a replacement or other appropriate remedy in accordance with applicable South African consumer law.

For eligible change-of-mind exchanges, the product must be unused, unopened, sealed and in its original packaging, and the request must be made within the applicable return period.

All exchanges are subject to stock availability. If a suitable replacement is unavailable, we’ll offer an appropriate alternative or refund, where applicable.

7) Return process (step-by-step)

1. Contact us on 082 744 4631 or info@fossette.co.za and provide your order number and the reason for your return request.
2. We’ll confirm whether the return qualifies and provide you with the appropriate return instructions.
3. Please do not return a product before contacting us. If a return is required, securely package the product, including its original packaging and any accessories or free gifts that formed part of the purchase, where applicable.
4. Once the returned product has been received and assessed, where applicable, we’ll process the appropriate refund, replacement or exchange in accordance with this policy and applicable South African consumer law.
5. Return delivery costs will be handled according to the reason for the return: for eligible change-of-mind returns, the customer is responsible for the direct return cost; for defective, damaged or incorrectly supplied products, Fossette Aesthetics will cover the applicable return costs where required by law.

8) Free gifts and promotional bundles

If your order included a free gift, promotional item or bundle discount, the applicable free gift or promotional item may need to be returned together with the qualifying product(s) when a return is requested.

If the free gift or promotional item is not returned, or is not returned in the required condition, its value may be deducted from the refund, where permitted by law.

For products purchased as part of a bundle or promotional offer, any refund will take into account the promotional pricing or discount applied to the original order.

This does not limit your rights in relation to defective, damaged, unsafe or incorrectly supplied products.

9) Late or missing refunds

If we have confirmed that your refund has been processed but it has not yet reflected:

1. Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.
2. If the expected processing period has passed, please contact your bank or payment provider, as there may be additional processing time before the refund appears in your account.
3. If you have done this and your refund is still not reflected, please contact us at info@fossette.co.za or 082 744 4631, and we’ll assist you.

10) Contact us

For any questions regarding returns, refunds or exchanges, please contact:

Fossette Aesthetics
Email: info@fossette.co.za
Phone/WhatsApp: 082 744 4631
Business hours: Monday–Friday, 08:00–17:00

We’ll be happy to assist you with your return or refund enquiry.