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Fossette Aesthetics logo – KeyWord luxury clinical skincare South Africa
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Fossette Aesthetics logo – KeyWord luxury clinical skincare South Africa
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Fossette Aesthetics logo – KeyWord luxury clinical skincare South Africa
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Refunds & Returns Policy

Last updated: 06 March 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.

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1) Returns eligibility (hygiene and safety)

Because we sell skincare, haircare, and beauty products, hygiene and product safety matter.

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

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 incorrect:

  1. Contact us within 48 hours of delivery (or as soon as reasonably possible).

  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 next steps (replacement, return, or refund).

3) Defective products (CPA implied warranty)

Under South Africa’s Consumer Protection Act, goods must be of good quality and reasonably durable. 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 CPA conditions).

We may ask for:

  • photos/videos of the defect,

  • the batch/lot number,

  • and/or the item to be returned for assessment (at our cost where required by law and depending on the circumstances).

4) “Changed my mind” returns

We do not encourage “change of mind” returns on skincare/haircare/beauty products due to hygiene concerns.

If you want to request a change-of-mind return for an unopened, unused, sealed product, contact us within 7 days of delivery. If approved:

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

  • You may be responsible for return shipping costs

  • Any original shipping fees may be non-refundable (unless required otherwise by law)

Approval is at our discretion and subject to hygiene/safety constraints.

5) How refunds are processed

If your refund is approved:

  • Refunds are processed back to the original payment method

  • Processing time is typically 5–10 business days (depending on your bank/payment provider)

  • If only part of the order is returned/refunded, only that portion will be refunded

6) Exchanges

If you’d like an exchange (e.g., wrong item supplied), we’ll assist as quickly as possible, subject to stock availability. If the replacement item is unavailable, we’ll offer an alternative or a refund.

7) Return process (step-by-step)

  1. Contact us on 082 744 4631 or info@fossette.co.za with your order number.

  2. We’ll confirm whether the return qualifies and provide instructions.

  3. If required, securely package the product (including all accessories/freebies if applicable).

  4. Once received and verified (where applicable), we’ll process the refund/replacement.

8) Free gifts and promotional bundles

If your order included a free gift or bundle discount, the free gift/bundle items may need to be returned as part of the return request. If not returned, the value of the gift/discount may be deducted from the refund.

9) Late or missing refunds

If you haven’t received your refund after the stated processing time:

  1. Check your bank statement again

  2. Contact your bank/payment provider (processing times vary)

  3. Contact us at info@fossette.co.za and we’ll assist

10) Policy updates

We may update this policy from time to time. The “Last updated” date will show the latest version.