Refund policy
Effective date: 16 July 2026
We want customers to receive products that are correctly supplied, in working order and consistent with their descriptions.
1. Requesting a return
Before returning a product, contact:
Please include:
- your order number;
- full name;
- reason for the request;
- photographs or a short video where relevant; and
- details of any missing or defective component.
Do not send a product to the registered office unless we provide written return instructions. The registered office may not be the operational returns location.
2. Online cooling-off right
Where section 44 of the Electronic Communications and Transactions Act applies, an eligible consumer may cancel an online purchase without providing a reason within seven calendar days after receiving the goods.
For an eligible cooling-off return:
- the customer must notify us within seven calendar days;
- the customer pays the direct cost of returning the goods;
- the complete product and supplied accessories must be returned;
- the product must be packaged securely; and
- the applicable refund will be processed within the legally required period.
This right applies only where the transaction qualifies under the legislation and is subject to statutory exclusions.
3. Other change-of-mind returns
Outside an applicable statutory cooling-off right, JT BEAUTY does not automatically accept returns merely because a customer:
- changed their mind;
- ordered the wrong product or colour;
- no longer requires the item;
- found another product at a lower price; or
- expected a personal cosmetic result that was not guaranteed.
We may approve a voluntary return at our discretion where the product is unopened, unused, complete and in resalable condition.
4. Hygiene considerations
Our products may include components that come into contact with the lips, face or skin.
Outside mandatory statutory rights, used devices, opened hygiene-sensitive accessories and used skin-contact attachments are ordinarily not eligible for voluntary change-of-mind returns.
This restriction does not affect rights relating to qualifying defects, incorrect goods, unsafe goods or applicable statutory cancellation rights.
5. Incorrect or damaged deliveries
Inspect your order promptly after delivery.
Where the parcel is visibly damaged, incorrect or incomplete, contact us as soon as reasonably possible, preferably within 48 hours, and provide photographs of:
- the shipping packaging;
- courier label;
- product received; and
- damaged or missing components.
The 48-hour request assists us with courier claims but does not remove rights that cannot lawfully be limited.
Keep the product, accessories and packaging until the matter is resolved.
6. Six-month statutory warranty
South African consumers generally receive a statutory six-month implied warranty of quality under the Consumer Protection Act.
If, within six months after delivery, goods fail to meet the statutory standards of quality, durability, safety or fitness for their ordinary purpose, the customer may return them without penalty and, where the legal requirements are met, choose:
- repair;
- replacement; or
- refund.
The remedy is the consumer’s choice in a qualifying case, rather than a choice that the merchant may automatically impose.
7. Assessment
We may reasonably inspect and test a returned product to confirm:
- the reported fault;
- the product’s identity;
- whether all components are included; and
- whether the problem resulted from a defect or from damage after delivery.
This assessment does not remove any lawful remedy.
8. Matters not ordinarily regarded as defects
Subject to applicable law, warranty protection does not ordinarily cover:
- accidental damage, dropping or crushing;
- water or liquid damage where the product is not waterproof;
- misuse or use contrary to instructions;
- improper cleaning or maintenance;
- damage caused by unsuitable oils, creams, chemicals or liquids;
- use with an unsuitable voltage, charger or cable;
- unauthorised repairs, opening or modification;
- normal wear and gradual battery deterioration;
- cosmetic scratches that do not affect operation;
- loss or theft;
- removed or altered identification markings; or
- dissatisfaction solely because individual cosmetic results differ.
A claim will not be rejected merely because the original packaging is unavailable where the customer otherwise has a valid statutory claim and proof of purchase.
9. Repairs
Where the customer chooses a repair and the product is repaired, applicable repair parts and labour carry the minimum warranty required by South African law.
If a repaired defect is not remedied or another defect appears within the legally protected post-repair period, further statutory remedies may apply.
10. Return condition
Customers must securely package returns and include, where available:
- the device;
- treatment heads or attachments;
- charging cable;
- manuals;
- accessories; and
- return reference.
Where permitted by law, reasonable deductions may be made for missing components or avoidable damage in a voluntary return. No deduction will be made where the law requires a full remedy.
11. Refunds
Approved refunds are ordinarily made to the original payment method.
The time taken for funds to appear after processing depends on the customer’s bank or payment provider.
Original delivery charges are refunded only where required by law or expressly approved.
12. Return delivery costs
Return-cost responsibility depends on the reason:
- Cooling-off return: the customer pays the direct return cost where permitted by ECTA.
- Confirmed defective, incorrect or damaged-on-arrival product: JT BEAUTY will cover or reimburse reasonable return costs where required.
- Approved voluntary return: the customer ordinarily pays the return cost.