Refund policy

Refund Policy

At shop-nuse, your safety and satisfaction are our priority. As a retailer of beauty and skincare products, we adhere strictly to hygiene standards and operate in accordance with the Consumer Protection Act, 2008 (Act No. 68 of 2008).

Please take a moment to review our policy to understand your rights and responsibilities when shopping with us.

📋 Return Notification & Process

To initiate a return, please contact us at hello@shop-nuse.co.za within the timeframes specified below.

All return requests must be approved before you send anything back.
We may request photos or a short video to assess damaged or defective items.
Returns submitted after the stated windows may not be accepted.

🔄 Voluntary Returns (Unwanted or Incorrectly Ordered)

If you purchased a product by mistake or no longer wish to keep it:

Return requests must be made within 7 days of delivery.
The item must be unused, unopened, and in its original condition with seals intact.

⚠️ Important Hygiene Notice

Opened skincare, beauty, or personal care products cannot be returned for hygiene and safety reasons. This includes any product where the protective seal has been broken.

🛠️ Damaged or Defective Items

If you receive a damaged or defective item:

Please contact us within 3 days of receiving the product.
We will either replace the damaged/defective item or issue a refund, depending on your preference and product availability.
Do not open or use damaged items — they must remain in original condition for assessment.

📦 Incorrectly Delivered Items

If you receive an item that was not part of your order:

Do not open or break the seal of the incorrectly delivered item.
We will arrange collection at no cost to you and ensure the correct item is delivered promptly.
If the incorrect item has been opened or tampered with, it will not qualify for return or exchange.
Please keep the item in its original, unopened condition until collection.

💳 Refunds

Most returns are refunded as store credit, unless the return is due to an error on our part.
Refunds are processed within 3 business days after the returned item has been received and inspected.
For voluntary returns, a R100 return courier fee will be deducted from the refund.
A 15% handling and restocking fee applies to change-of-mind returns on non-skincare items.
Original delivery fees are non-refundable for voluntary returns.

✏️ Order Cancellations

Before Dispatch

Orders may be cancelled prior to dispatch for a full refund, excluding any non-recoverable banking or transaction fees where applicable.

After Dispatch

Once an order has been dispatched, it is considered in transit. If delivery is refused or cancelled after shipment:

Actual courier, packaging, and processing costs may be deducted from the refund.
Deductions will reflect legitimate, reasonable costs in line with the Consumer Protection Act.

🚚 Return Shipping Costs

Changed your mind? R100 courier fee deducted + return shipping is your responsibility.
Damaged, defective, or incorrect? We'll cover the return shipping.