We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at online@maskscara.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at online@maskscara.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at online@maskscara.co.za.
Refund and Returns Policy
This “Refund and Returns Policy” is incorporated by reference (which means that it forms part of these Terms and Conditions).
Refunds
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/s to us and we will either repair it, replace it, or credit your account, subject to the below terms.
This Policy applies to products bought from any Maskscara Retail Outlets, Maskscara Distribution Warehouse and Maskscara Online Store. This policy excludes Agents, Bulk Group purchases and Third-Party Re-Sellers which are dealt with separately. Certain parts of our returns Policy do not apply to Agents, Bulk Group Purchases & 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.
Your attention is drawn to our Terms and Conditions because they are important and should be carefully noted.
Returns
The onus to return the product/s 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)
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.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Upon your instruction we can collect the product/s 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/s that is not properly packaged for transport.
Once we have inspected the product/s and validated your return, we will credit your online profile account with the purchase price of the product within 7 days of the return.
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.
Please bear in mind that refunds can take 5 - 10 working days to be processed.
We are entitled to refuse a return if the returned product/s and its original packaging is damaged, not in a re-saleable condition or missing any accessories.
The following products are not eligible for a refund, exchange or credit.
Unwanted Products
You can return an unwanted product to us at no charge, provided that;
Return Procedure
You log a return via e-mail at orders@maskscara.co.za within 7 days of delivery to you or collection by you of the unwanted product/s.
After 7 days, 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 or any other third-party negligence and is within the warranty period.
Upon your instruction we will collect the product/s 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/s that is not properly packaged for transport.
Should a product be damaged. missing or missing any parts or accessories at the time of delivery or collection, please notify us within 24 hours of such delivery / collection by emailing us at orders@maskscara.co.za.
Changed your mind?
Where you have changed your mind, and would like a credit for a product, you can return it at your own cost to our warehouse if;
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 in stock, is available at the same price as the product originally purchased and is not on the excluded list as indicate above.
Upon your instruction we will collect the product/s 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/s that is not properly packaged for transport.
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 within 24 hours of receiving your order and we will collect the product from you. If the product is missing any accessories or parts, you will need to follow the process set out below;
Products damaged or missing on delivery?
Should a product be damaged or missing any parts or accessories at the time of delivery or collection, please notify us within 24 hours of such delivery / collection by emailing us at orders@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 credit your online account with the purchase price of the product/s less the appropriate merchant fees within 10 days of the return.
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;
Product Colours/shades not exactly what I ordered?
Due to the many variations in lighting, monitors and browsers, colour swatches may appear different on different monitors. Computer/Cell Phone monitors are not all calibrated equally and colour reproduction on the Internet is not precise.
We have made every effort to represent our product colours online as close as we possibly can, added to this we have live video colour swatch albums available on our Instagram social media account and we provide testers for every shade instore to allow you to view the product before finalising your purchase.
Since it is not possible to guarantee an online colour representation will look the same on all computers, we do not guarantee that what you see accurately portrays the colour of the actual gel polish to the precise shade. If it is important that the colour be exact, it is highly recommended that you email or speak to a sales assistant instore or at our online team to make sure you are happy with your purchase before committing to payment.
Please note disclaimer attached to all Gel colour on our website below;
“We take real-life photos of our products to give you the most accurate presentation. Due to differences in lighting, screen resolution and personal colour settings, the colour of the item may differ slightly from that of the image. Maskscara will not accept responsibility for any colour differences that are not manufacturing faults. In purchasing from Maskscara you agree to accept the small risk that there will be a slight variation between the actual colour and the representation on our website”
