Refund policy

Refund & Return Policy

Thank you for shopping with us. We value your satisfaction and want to ensure a smooth return and refund process. Please review our policy below, specifically tailored for our cosmetic products sold within South Africa.

1. Eligibility for a Refund

To be eligible for a return or refund:

  • Products must be unopened, unused, and in their original packaging.

  • Return requests must be submitted within 14 days of receiving your order.

  • A valid proof of purchase (e.g., order number or receipt) is required.

2. Non-Returnable Items

Due to the nature of our products, the following items cannot be returned or refunded:

  • Opened or used cosmetic products

  • Personal care or hygiene items (e.g., skincare, makeup)

  • Items marked as final sale or clearance

  • Gift cards

  • Custom bundles or promotional sets

3. Return Conditions

  • Items must be unused, unopened, and in resalable condition.

  • Products must be returned in their original packaging, including any seals, labels, or protective wrapping.

  • Returns that do not meet these conditions will be declined.

4. How to Initiate a Return

To request a return:

  1. Email us at support@topclasscosmetics.co.za within 14 days of delivery.

  2. Include your order number, reason for the return, and photos (if applicable).

  3. Once approved, ship the item(s) to the return address we provide.

Please note: Return shipping costs are the responsibility of the customer, unless the product is damaged or defective.

5. Refunds

  • Approved refunds will be processed to your original payment method.

  • Please allow 5–10 business days for the refund to reflect in your account after we receive and inspect the returned item.

  • If the item is returned used or damaged, we may only issue a partial refund or decline the request.

6. Damaged or Defective Products

If your order arrives damaged or faulty:

  • Notify us within 48 hours of receiving the product.

  • Email support@topclasscosmetics.co.za with your order number and clear photos of the damaged item.

  • If verified, we’ll arrange a replacement or issue a full refund, including any return shipping costs.

7. Late or Missing Refunds

If your refund hasn't been received:

  • First, check your bank account or contact your payment provider.

  • If it’s been more than 10 business days, please email us at support@topclasscosmetics.co.za for assistance.

8. Contact Information

We're here to help!

  • Email: support@topclasscosmetics.co.za

  • Phone: +27 66 486 4463

  • Hours: Monday – Friday, 9 AM to 5 PM (SAST)

9. Holiday & Promotional Returns

  • Extended return windows may apply to holiday purchases (e.g., Black Friday, festive season). Details will be shared at the time of promotion.

  • Free promotional items or gifts with purchase are non-returnable and not eligible for refunds.

Note: As a cosmetic store, we prioritize safety and hygiene. Please understand that used products cannot be accepted, even if lightly tested.