Refund policy

Bella Aesthetix™ Return & Refund Policy

At Bella Aesthetix™, we are committed to providing premium beauty, wellness, and self-care products together with an exceptional customer experience.

This Return & Refund Policy is designed to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA"), while protecting Bella Aesthetix™ against misuse, abuse, fraud, excessive returns, and unreasonable refund requests.

By placing an order on our website, you acknowledge that you have read and agree to this policy.

1. General Return Eligibility

Returns may be accepted in accordance with this policy and applicable South African consumer protection laws.

To be eligible for a return, an item must:

  • Be returned within the applicable return period;

  • Be accompanied by proof of purchase;

  • Be returned in its original condition;

  • Include original packaging, inserts, accessories, manuals, tags, seals, and protective coverings where applicable;

  • Not fall within any excluded product category listed in this policy.

Bella Aesthetix™ reserves the right to inspect all returned products before approving any refund, replacement, exchange, or store credit.

2. Bella Aesthetix™ 7-Day Satisfaction Guarantee

We stand behind the quality of our products and want customers to shop with confidence.

For selected eligible products, Bella Aesthetix™ voluntarily offers a limited 7-Day Satisfaction Guarantee from the date of delivery.

If you are genuinely dissatisfied with an eligible product, you may contact us within 7 calendar days of receiving your order.

To qualify for consideration:

  • The request must be submitted within 7 calendar days of delivery;

  • Proof of purchase must be provided;

  • The product must not be intentionally damaged, abused, altered, or misused;

  • The customer must provide a reasonable explanation for dissatisfaction;

  • Bella Aesthetix™ may request photographs, videos, or additional information.

Exclusions

Due to hygiene, health, safety, and product integrity requirements, the 7-Day Satisfaction Guarantee does not apply to:

  • Opened hygiene-sensitive products;

  • Used personal care products;

  • Products that come into direct contact with skin, hair, eyes, or bodily areas;

  • Sleep masks;

  • Eye masks;

  • Pillowcases;

  • Facial rollers;

  • Beauty tools;

  • Personal care accessories;

  • Limited edition products;

  • Clearance items;

  • Promotional items;

  • Bundles;

  • Gift cards;

  • Digital products;

  • Personalized products;

  • Final-sale items.

Approval under the 7-Day Satisfaction Guarantee remains at Bella Aesthetix™'s sole discretion, subject to applicable law.

Where approved, Bella Aesthetix™ may offer:

  • Store credit;

  • Product replacement;

  • Partial refund;

  • Full refund.

The 7-Day Satisfaction Guarantee is an additional voluntary benefit and does not replace, limit, or reduce any statutory rights available under South African law.

3. Hygiene, Personal Care & Beauty Products

For hygiene, health, safety, and consumer protection reasons, Bella Aesthetix™ cannot accept returns of products that have been opened, used, worn, tested, unsealed, or otherwise rendered unsuitable for resale.

This includes, but is not limited to:

  • Sleep masks;

  • LED therapy masks;

  • Facial rollers;

  • Beauty tools;

  • Pillowcases;

  • Eye masks;

  • Hair accessories;

  • Personal care accessories;

  • Wellness devices;

  • Any product that comes into direct contact with skin, hair, eyes, or bodily areas.

Bella Aesthetix™ reserves the right to reject returns where products show signs of:

  • Use;

  • Wear and tear;

  • Tampering;

  • Contamination;

  • Damage;

  • Misuse;

  • Missing components;

  • Missing packaging;

  • Removal of protective seals.

4. Faulty, Defective, Damaged or Incorrect Products

Nothing in this policy limits any rights available under Section 55 or Section 56 of the Consumer Protection Act.

If a product is defective, unsafe, materially not as described, or unsuitable for its intended purpose, customers may be entitled to a repair, replacement, or refund as provided by law.

Customers must notify Bella Aesthetix™ as soon as reasonably possible and preferably within 48 hours of delivery where products arrive:

  • Damaged;

  • Incorrect;

  • Incomplete;

  • Defective upon arrival.

Claims should include:

  • Order number;

  • Description of the issue;

  • Clear photographs;

  • Video evidence where reasonably requested.

Bella Aesthetix™ reserves the right to:

  • Inspect the product;

  • Request additional evidence;

  • Conduct troubleshooting;

  • Verify the claim before approving any remedy.

Claims may be declined where damage results from:

  • Misuse;

  • Abuse;

  • Improper storage;

  • Unauthorized modification;

  • Negligence;

  • Improper handling;

  • Failure to follow instructions;

  • Accidental damage;

  • Normal wear and tear.

Where legally permissible, Bella Aesthetix™ may first offer a replacement product before issuing a refund.

5. Return Shipping Costs

Unless otherwise required by law:

  • Customers are responsible for return shipping costs;

  • Original shipping charges are non-refundable;

  • Courier fees remain non-refundable once services have been rendered.

Where a return is approved because Bella Aesthetix™ supplied an incorrect, defective, or damaged product, reasonable return shipping costs may be covered by Bella Aesthetix™.

Customers are strongly encouraged to use a tracked courier service.

Bella Aesthetix™ is not responsible for return parcels that are lost, stolen, damaged, delayed, or misdelivered during transit.

6. Refund Processing

Once a returned item has been received and inspected, customers will be notified of the outcome.

If approved:

  • Refunds may take between 5–10 business days to reflect;

  • Processing times may vary depending on the customer's bank or payment provider;

  • Refunds will generally be issued using the original payment method.

Where permitted by law, Bella Aesthetix™ reserves the right to deduct:

  • Shipping costs;

  • Collection costs;

  • Packaging costs;

  • Administrative costs;

  • Handling fees;

  • Other reasonable costs incurred due to the return.

Bella Aesthetix™ reserves the right to refuse refunds where abuse, excessive returns, fraudulent activity, policy manipulation, or suspicious behaviour is identified.

7. Sale, Promotional, Bundle & Discounted Products

Unless required by law, the following may not be eligible for refunds, exchanges, or returns:

  • Sale items;

  • Clearance items;

  • Promotional products;

  • Free gifts;

  • Discounted purchases;

  • Bundles;

  • Limited-edition products;

  • Personalized products;

  • Gift cards;

  • Digital products.

Where a bundle purchase is refunded, all products included in the bundle must be returned before any refund is processed.

Partial bundle returns may result in a reduced refund amount.

8. Delivery Delays

Delivery timeframes displayed on our website are estimates only and are not guarantees.

Bella Aesthetix™ is not responsible for delays arising from:

  • Courier delays;

  • Customs processing;

  • Public holidays;

  • Severe weather;

  • Load shedding;

  • Industrial action;

  • Strikes;

  • Civil unrest;

  • System outages;

  • Incorrect customer information;

  • Events beyond our reasonable control.

Delivery delays alone do not automatically entitle customers to refunds, cancellations, compensation, or chargebacks.

9. Refused Deliveries & Incorrect Addresses

Customers are solely responsible for providing accurate delivery information.

If an order is returned because of:

  • Incorrect address details;

  • Failure to collect;

  • Refused delivery;

  • Unreachable recipient;

  • Failed delivery attempts;

Bella Aesthetix™ reserves the right to charge additional shipping, handling, storage, or redelivery fees before reshipping the order.

10. Exchanges

Exchanges are subject to product availability.

Where an identical replacement is unavailable, Bella Aesthetix™ may offer:

  • Store credit;

  • Alternative product options;

  • Refunds where required by law.

Exchange approval remains subject to inspection and compliance with this policy.

11. Chargebacks, Fraud Prevention & Abuse

Bella Aesthetix™ actively monitors transactions for fraud, abuse, excessive returns, false claims, policy manipulation, and unauthorized chargebacks.

We reserve the right to:

  • Refuse service;

  • Cancel orders;

  • Restrict future purchases;

  • Decline suspicious transactions;

  • Provide evidence to payment processors, banks, financial institutions, law enforcement agencies, and dispute resolution bodies;

  • Recover losses where legally permitted.

Submission of false, misleading, fraudulent, or intentionally inaccurate information may result in claim denial and further action where appropriate.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Bella Aesthetix™ shall not be liable for any indirect, incidental, consequential, special, punitive, or economic losses arising from the use of any product purchased through our website.

Customers are responsible for ensuring products are used according to supplied instructions, warnings, and safety guidelines.

Nothing in this clause limits any rights that cannot legally be excluded under South African law.

13. Consumer Rights

Nothing in this policy is intended to exclude, limit, waive, or reduce any rights that consumers may have under the Consumer Protection Act or any other applicable South African legislation.

Where this policy conflicts with mandatory legal rights, applicable law shall prevail.

14. Contact Us

For return, refund, exchange, or warranty assistance, please contact:

Bella Aesthetix™ Support

Email: support@bellaaesthetix.co.za

Website: www.bellaaesthetix.co.za