Terms & Conditions

We want our clients to be happy with the products purchased from our stores. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from any Maskscara Depot, our main warehouse and online store. This policy excludes Agents and Third-Party Re-Sellers which is dealt with separately in section 5 below.

Certain parts of this Policy do not apply to Agents/Resellers, which is indicated in the relevant section below.

This Policy forms part of the Maskscara Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.

Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products; 

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.
  • Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
  • The onus to return the product to us is on you and return shipping charges have to be paid by yourself (please note we do not accept returns via the Post Office, our PO Box and PostNet branches).
  • We can collect the product from you using our courier if you wish to pay the stipulated return shipping fee directly to us (usually R150.00, more for parcels with a volumetric weight higher than 2kg). Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
  • Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 7 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5 - 10 working days to reflect in your account.
  • Should you choose to obtain a refund and the original amount was paid to us using PayFast and any third-party as payment facilitator, the refund amount will be less the PayFast or third-party fees.
  • We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories. 

Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

  • products marked "Sale", or "Special";
  • electronic vouchers;
  • Training notes and books;
  • subscriptions
  • a beauty product which has been used; or products which have been personalised for you or made to your specifications, unless defective.

 1: Unwanted products

You can return an unwanted product to us at no charge, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • you log a return via e-mail at returns@maskscara.co.za within 7 days of delivery to you or collection by you of the unwanted product. After 7days, you can only return a product if it is defective within 6 months of you taking delivery of the product, as long as such defect was not caused by your negligence.  

We will collect the product from you. You will be liable for the return courier charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). 

Changed your mind?

Where you have changed your mind, and would like a credit for a product, you can return it – provided the product is not: 

  • a beauty product or chemical product which has been used;
  • or a product which has been personalised for you or made to your specifications. 

We will collect the product from you. You will be liable for the return courier charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). 

Want to exchange? 

Items which are not consumables or where seals have not been broken (such as lamps, crystals, sealed wipes, etc.) can be exchanged, provided that such variation is available, and is available at the same price as the product originally purchased. 

Please refer to our FAQs for some advice on making sure that your product is returnable under this section. 

In such a case, the onus to return the product to us is on you and return shipping charges have to be paid by yourself. (please note we do not accept returns via the Post Office, our PO Box and PostNet branches). 

Not what you ordered?

If we accidentally delivered the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. 

Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). 

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery or collection, please notify us within 7 days of such delivery / collection by emailing us at returns@maskscara.co.za. 

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). 

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects. 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples. 

The following will NOT be regarded as defects and will not entitle you to a return under this section 

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you;
  • signs of handling and/or repackaging. 

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below). 

You can do so by logging a return via e-mail to returns@maskscara.co.za, and we will arrange to collect the product from you. You will be liable for the return courier charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days from date of Maskscara accepting the return via courier waybill, we will get in touch with you to see if you would rather receive a credit / refund. 

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Maskscara is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as pleasant as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us. 

4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”). 

Where you have used a Fixed Coupon to pay for an order, and you or Maskscara later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Maskscara may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference). 

Where you have used a Percentage Coupon  to pay for an order, and you or Maskscara later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Maskscara may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference). 

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account. 

5: Agents and reseller Returns

Agents and resellers returns are treated differently to products purchased directly from Maskscara when it comes to returns, given the fact that these entities purchase products at a discounted rate to on sell to customers. It is the reasonability of the Agent/Reseller to exchange products, offer a replacement, and if necessary facilitate and pay for the goods to be returned to our central warehouse. 

Any such returns shall be dealt with as follows: 

Should you experience any problems with items purchased form an Agent/Reseller, please log a return via emailing us at returns@maskscara.co.za as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. We will create a support request for you and will follow up with the agent/reseller. We will liaise with the relevant agent/reseller to assess and rectify the problem. 

6: Charges and refunds

If you return a defective product (excluding Special deals and end of life sale items) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item. 

If you return a product (excluding Special deals and end of life sale items) that does not comply with this Policy, you may be liable to reimburse Maskscara for the cost of collecting the product from you and the cost of having the product returned to you. 

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account. 

Should you choose to obtain a refund and the original amount was paid to us using PayFast as payment facilitator, the refund amount will be less the PayFast fees.

 

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