Refund policy

1. GENERAL RETURN POLICY

Silky Studio wants customers to be satisfied with their purchases. This policy sets out the circumstances in which products may be returned, exchanged or refunded.

Nothing in this policy is intended to exclude, restrict, waive or override any right or remedy that a consumer has under mandatory South African law.

Where a provision of this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.

2. CHANGE-OF-MIND RETURNS

Silky Studio voluntarily offers customers a 14-day change-of-mind return period.

The 14-day period starts on the date the customer receives the product.

For a voluntary change-of-mind return, the Crystal Hair Remover must generally:

be unused;
be undamaged;
be in its original condition;
include all accessories supplied with the product;
be reasonably packaged for return; and
be accompanied by the relevant order information.

The customer is responsible for the direct cost of returning a product under this voluntary change-of-mind policy, unless Silky Studio agrees otherwise.

Personal-use product

The Crystal Hair Remover is a personal-use beauty/hygiene product.

Accordingly, customers should not use the product if they intend to return it solely because they have changed their mind.

Where a product has been used, Silky Studio may refuse a voluntary change-of-mind return, subject always to any statutory consumer right that may apply.

3. STATUTORY ECTA COOLING-OFF RIGHT

Where the transaction qualifies under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), the consumer has a statutory right to cancel a qualifying transaction for goods within seven days after receiving the goods, without giving a reason and without penalty.

The direct cost of returning the goods may be charged to the consumer.

Where the consumer has already paid, ECTA provides for a full refund within 30 days after cancellation.

This statutory right is separate from Silky Studio's voluntary 14-day change-of-mind policy.

Where an exception contained in ECTA applies, the applicable statutory exception will apply.

Silky Studio will not rely on a supposed hygiene exception to defeat a statutory right where South African law does not permit that exception to be applied.

4. DEFECTIVE PRODUCTS — SIX-MONTH CPA PROTECTION

The most important statutory protection for Silky Studio to recognise is the CPA's implied warranty of quality.

Where qualifying goods fail to satisfy the requirements and standards contemplated by section 55 of the CPA, the consumer may return the goods within six months after delivery, without penalty and at the supplier's risk and expense.

Subject to the CPA, the consumer may direct the supplier to:

repair the goods;
replace the goods; or
refund the price paid.

Silky Studio cannot contract out of this statutory protection.

5. WHAT COUNTS AS MISUSE

To the maximum extent permitted by law, Silky Studio is not responsible for problems caused by customer misuse, abuse or unauthorised alteration.

Examples include:

deliberately damaging the product;
dropping or crushing the product;
attempting to dismantle the product;
attempting an unauthorised repair;
modifying the product;
using the product contrary to the supplied instructions;
using the product for a purpose for which it was not designed;
excessive pressure or force;
using the product on inappropriate areas;
failure to follow cleaning or care instructions; or
ordinary cosmetic wear caused by use.

The CPA's implied warranty itself recognises circumstances where goods have been altered contrary to instructions or after leaving the relevant supplier's control.

However, Silky Studio will not use this section to reject a legitimate statutory defect claim where the evidence shows that the underlying problem is a qualifying defect for which Silky Studio remains responsible.

6. NORMAL WEAR AND TEAR

Normal wear and tear is not automatically a manufacturing defect.

Examples may include:

ordinary surface marks;
cosmetic deterioration caused by normal use;
gradual deterioration consistent with the product's intended use; or
damage caused by improper storage or handling.

Whether an issue constitutes a defect will depend on the actual circumstances and applicable law.

7. PRODUCT SAFETY

The Crystal Hair Remover should be used strictly according to its supplied instructions.

Customers should:

use the product only for its intended purpose;
use reasonable pressure;
avoid excessive rubbing;
avoid broken or damaged skin;
avoid severely irritated or inflamed skin;
stop using the product if significant irritation or pain occurs;
keep the product clean;
follow applicable cleaning instructions; and
keep the product away from children where appropriate.

Unless the supplied product instructions specifically state otherwise, customers should avoid using the product on:

intimate areas;
the face;
around the eyes;
broken skin;
wounds; or
severely irritated skin.

The CPA requires appropriate warnings and instructions where applicable risks exist.

8. NO GUARANTEE OF INDIVIDUAL RESULTS

Silky Studio does not guarantee that every customer will experience identical results.

Results can vary depending on factors including:

hair thickness;
hair type;
skin type;
frequency of use;
technique;
individual sensitivity; and
other individual circumstances.

The product is intended to assist with unwanted hair removal and is not represented as a medical treatment.

Silky Studio does not guarantee:

permanent hair removal;
a particular duration of results;
identical results for every person;
zero skin irritation; or
that the product is suitable for every individual.

9. INCORRECT PRODUCT RECEIVED

If Silky Studio sends you the wrong product, contact:

silkystudio06@gmail.com

Please provide:

order number;
name;
photograph of the product;
photograph of the packaging;
photograph of the shipping label.

Once the issue has been verified, Silky Studio will arrange the appropriate remedy.

10. PRODUCT DAMAGED ON DELIVERY

If the product appears damaged when delivered, customers should contact Silky Studio as soon as reasonably possible.

Please provide photographs showing:

the outside of the parcel;
shipping label;
internal packaging;
product; and
damage.

This information helps Silky Studio investigate the matter with the relevant courier.

A request for photographs does not remove or restrict a statutory consumer right.

11. RETURN REQUEST PROCESS

All return requests must be submitted to:

📧 silkystudio06@gmail.com

Please provide:

Full name:
Order number:
Date of purchase:
Date received:
Reason for return:
Photographs/video, where relevant:

Silky Studio may request reasonable additional information where necessary to investigate the return.

12. PRODUCT INSPECTION

Where a customer alleges that a product is defective, Silky Studio may reasonably inspect the product.

The inspection may consider:

the alleged defect;
how the product was used;
whether instructions were followed;
physical damage;
modifications;
attempted repairs;
signs of misuse; and
whether the problem appears consistent with a manufacturing or product defect.

Silky Studio may request photographs or videos before requiring the product to be returned.

An inspection is intended to determine the nature of the problem and does not itself remove any statutory rights.

13. FRAUDULENT OR ABUSIVE RETURNS

Silky Studio reserves the right, subject to applicable law, to investigate suspected fraudulent return claims.

This includes circumstances where a customer:

returns a different product;
intentionally damages a product;
falsely claims that an item was defective;
submits misleading or unrelated photographs;
falsely claims non-delivery;
attempts to obtain multiple refunds for one order; or
provides materially false information.

Silky Studio may retain relevant transaction records and provide legitimate evidence to payment providers, courier companies or appropriate authorities where legally permitted or required.

14. RETURN SHIPPING

Voluntary change-of-mind return

The customer is responsible for the direct cost of returning the product.

Statutory defective-product return

Where section 56 of the CPA applies, the goods may be returned at the supplier's risk and expense, as provided by law.

ECTA cooling-off

Where section 44 of ECTA applies, the direct cost of returning the goods may be charged to the consumer.

15. REFUNDS

Where Silky Studio approves a refund or a refund is required by law, the refund will generally be processed using the original payment method where reasonably possible.

The time taken for the refund to appear in the customer's account may depend on the relevant bank or payment provider.

Where South African law prescribes a specific refund period, that period will apply.

16. EXCHANGES

Silky Studio may offer an exchange for eligible voluntary returns.

Exchanges are subject to product availability.

Where the consumer has a statutory choice of remedy under the CPA, Silky Studio will comply with the applicable statutory requirement.

17. SALE AND DISCOUNTED PRODUCTS

Sale products remain subject to applicable South African consumer law.

A discount does not automatically remove statutory rights concerning defective or unsafe goods.

18. PRODUCT UNAVAILABILITY

If Silky Studio cannot fulfil an order because the product is unavailable, the customer will be notified.

ECTA requires an electronic supplier that cannot perform because ordered goods are unavailable to notify the consumer and refund applicable payments within the statutory period.

19. DELIVERY DELAYS

Silky Studio will provide applicable delivery information during the purchasing process.

Where a different delivery period has been agreed, that agreed period will apply subject to applicable law.

ECTA provides a statutory framework concerning performance of electronic orders and delivery periods.

20. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

providing accurate delivery information;
providing accurate contact information;
following product instructions;
using the product for its intended purpose;
taking reasonable care of the product;
providing truthful information when submitting a claim; and
reasonably packaging voluntary returns.

Silky Studio is not responsible for problems caused solely by inaccurate information supplied by the customer, subject to applicable law.

21. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, Silky Studio shall not be responsible for losses arising solely from:

customer misuse;
failure to follow product instructions;
unauthorised alteration;
unauthorised repair;
accidental damage caused after delivery;
inaccurate information supplied by the customer;
unlawful use of the product; or
circumstances outside Silky Studio's legal responsibility.

Nothing in this section excludes or limits liability that South African law does not permit Silky Studio to exclude or limit.

This qualification is important because the CPA regulates contractual provisions that attempt to limit supplier liability or require consumers to assume risk.

22. NO WAIVER OF STATUTORY RIGHTS

Nothing in this policy requires a consumer to waive:

CPA rights;
ECTA rights;
statutory warranties;
statutory remedies; or
other mandatory protections.

Any provision that cannot legally be enforced will apply only to the maximum extent permitted by law.

23. FORCE MAJEURE

Silky Studio will not be responsible for delays caused by circumstances outside its reasonable control, including, where applicable:

natural disasters;
major infrastructure failures;
courier disruptions;
widespread network outages;
strikes;
government restrictions;
civil disturbances;
war;
major cyber incidents; or
other extraordinary events beyond reasonable control.

This clause does not remove a statutory consumer remedy where the law provides one.

24. CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact Silky Studio at:

silkystudio06@gmail.com

before initiating a payment dispute where the issue can reasonably be resolved directly.

Silky Studio reserves the right to provide legitimate evidence to a payment processor, bank or financial institution when responding to a disputed transaction, including:

order information;
payment records;
delivery records;
tracking information;
customer communications; and
applicable return records.

Nothing here prevents a customer from exercising a lawful right to dispute a transaction.

25. GOVERNING LAW

This policy is governed by the laws of the Republic of South Africa, subject to mandatory consumer-protection legislation.

ECTA expressly provides that its consumer protections apply irrespective of the legal system otherwise applicable to the agreement.

26. DISPUTES AND COMPLAINTS

Customers should first contact Silky Studio so that we can attempt to resolve the matter.

Customer Service

📧 silkystudio06@gmail.com

Please include your order number and relevant supporting information.

Nothing in this policy prevents a consumer from exercising any statutory right to approach an appropriate regulator, tribunal, ombud or court.

27. IMPORTANT LEGAL NOTICE

Silky Studio does not intend to exclude any consumer protection that cannot legally be excluded.

The CPA provides consumers with statutory rights concerning quality and safety, including the six-month implied warranty framework for qualifying defective or unsafe goods.

ECTA provides qualifying online consumers with a seven-day cooling-off right and regulates certain online transactions, including refunds and order performance.

Accordingly, this policy should always be interpreted consistently with mandatory South African law.

28. SILKY STUDIO CONTACT DETAILS

Business Name: Silky Studio
Email: silkystudio06@gmail.com
Country: South Africa

Website: [INSERT WEBSITE URL]
Physical/Business Address: [INSERT ADDRESS]
Telephone/WhatsApp: [INSERT NUMBER]
Company/Registration Number: [INSERT IF APPLICABLE]

Last Updated: 17 September 2026

🔐 Three protections I strongly recommend for your store

For a Crystal Hair Remover, the return policy alone isn't what protects you most. I would make sure your store also has these three things:

1. A clear safety/instruction sheet inside every parcel.
The CPA places importance on appropriate warnings and instructions concerning applicable risks.

2. Don't advertise guaranteed results.
Avoid claims such as “permanent hair removal,” “zero irritation,” “works for everyone,” or “100% painless” unless you have evidence supporting them.

3. Keep evidence for every order.
Keep the order confirmation, payment record, customer communications, tracking/delivery confirmation and any return documentation. This can be extremely useful if a customer disputes a transaction.

One important correction from a typical "seller-friendly" policy

I would not write:

"All sales are final and no refunds will be provided."

And I would not write:

"Returns are only accepted within 7 days."

Those clauses could conflict with statutory rights. The CPA's six-month defective-goods protection is mandatory, and ECTA's qualifying seven-day cooling-off right is separate.

This version gives Silky Studio strong protection while avoiding clauses that are likely to be unenforceable under South African consumer law.

One additional point: the South African government has published a Consumer Protection Act amendment notice dated 15 April 2026, so because you're operating in 2026, I would have a South African attorney confirm the final policy against the latest amendments before you publish it