Refund policy
1. Your Statutory Consumer Rights
CareGlow™ respects the rights provided to consumers under applicable South African legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").
Where South African law provides you with a right to cancel, return, repair, replace or obtain a refund, that legal right will apply regardless of anything else contained in this policy.
2. 7-Day Online Cooling-Off Period
Because CareGlow™ sells products through an online store, you may have a statutory right under section 44 of ECTA to cancel a qualifying transaction without giving a reason and without penalty within 7 days after receiving the product.
The only charge that may generally be deducted under this statutory right is the direct cost of returning the product.
If you wish to exercise this right:
- Contact us in writing within the applicable 7-day period.
- Provide your order number and contact details.
- Follow our return instructions.
- Return the product as instructed.
- Once the return has been received and processed, any applicable refund will be processed in accordance with the law.
This statutory cooling-off right is separate from our voluntary change-of-mind return policy.
3. Change-of-Mind Returns
Subject to your statutory rights, CareGlow™ may accept a return where you simply change your mind only if the product has not been used and remains in a condition suitable for resale.
For hygiene and health reasons, the CareGlow™ facial cleansing brush is a personal-use product.
Accordingly, once the brush has been:
- opened and used;
- placed against the skin;
- exposed to water;
- charged or operated;
- or otherwise used,
we may refuse a voluntary change-of-mind return, where permitted by law.
This restriction does not affect your statutory rights relating to defective, unsafe, incorrectly supplied or otherwise non-conforming goods.
4. Defective, Faulty or Unsafe Products
If your CareGlow™ product is defective, faulty, unsafe or does not comply with the requirements applicable to goods under the CPA, please contact us as soon as reasonably possible.
The CPA provides an implied warranty of quality, and within 6 months after delivery, qualifying defective goods may be returned at the supplier's risk and expense. Depending on the circumstances and the consumer's election, the applicable remedy may include repair, replacement or refund.
Examples may include:
- The device does not switch on.
- The device does not charge correctly.
- A component is defective.
- The product does not perform as reasonably expected.
- The product is unsafe.
- The product supplied is materially different from what was ordered.
We may request reasonable information, photographs or videos to help us understand the reported problem and determine the appropriate remedy.
We will not use this process to improperly delay or avoid a remedy that you are legally entitled to.
5. Damage Caused by Misuse
CareGlow™ is not responsible for damage caused by the customer where the product has been:
- intentionally damaged;
- modified or altered;
- repaired by an unauthorised person;
- used contrary to the supplied instructions;
- used for a purpose for which it was not intended;
- subjected to abnormal physical damage;
- improperly stored;
- or otherwise damaged after delivery through the customer's actions.
The CPA itself recognises that the implied warranty does not apply to goods that have been altered contrary to the producer/importer/distributor/retailer's instructions or after leaving their control.
This does not remove any statutory rights that may still apply.
6. Incorrect Product Received
If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- A description of the issue; and
- Photographs of the product and packaging where reasonably requested.
Where we supplied the wrong product, we will arrange an appropriate remedy in accordance with applicable South African law.
7. Product Arrives Damaged
Please inspect your package when you receive it.
If the product appears to have been damaged during delivery, contact us as soon as reasonably possible and provide photographs of:
- The outer packaging;
- The shipping label;
- The product;
- Any visible damage.
This information helps us investigate the matter with the courier.
Important: Failure to report shipping damage immediately does not automatically remove any legal rights you may have under South African law.
8. Missing Parts or Accessories
If your CareGlow™ package is missing a component, accessory or item that was included with your order, please contact us with your order number and details of the missing item.
We will investigate and, where appropriate, provide the missing item or another remedy required by applicable law.
9. Returns Procedure
To request a return, please contact:
Email: careglow.co.za@gmail.com
WhatsApp: 0662029084
Business Name: CareGlow™
Address: 23 Davidson St Rynfield Benoni Gauteng 1514
Please include:
Order number:
Full name:
Contact number:
Reason for return:
Photographs/videos where relevant:
Please do not send a product back to an address found on the product packaging or shipping label unless CareGlow™ has instructed you to do so.
We may provide specific return instructions depending on the reason for the return.
10. Return Shipping Costs
The responsibility for return shipping costs depends on the reason for the return and the applicable legal right.
Change of mind
Where the customer voluntarily returns a product because they have changed their mind, the customer may be responsible for the applicable return costs, to the extent permitted by law.
Defective, faulty or incorrectly supplied product
Where applicable South African law requires CareGlow™ to bear the return costs, we will do so.
Statutory online cooling-off cancellation
Where the ECTA 7-day cooling-off right applies, the direct cost of returning the goods may be charged to the consumer, as provided by ECTA.
11. Refunds
Where a refund is legally due, CareGlow™ will process the refund using the applicable payment method or another lawful method agreed with the customer.
The time required for the funds to appear in your account may depend on:
- Your bank;
- Your card/payment provider;
- The payment gateway; and
- The date on which the refund is processed.
Where ECTA section 44 applies, the legislation provides for the applicable refund to be made within 15 days of cancellation.
Where another statutory remedy applies, the applicable statutory time period will apply.
12. Exchanges
Where legally required, CareGlow™ will provide the remedy required by law.
Where an exchange is requested for a voluntary reason, such as a change of mind, we may offer an exchange at our discretion provided the product is eligible for a voluntary return and has not been used.
13. Hygiene & Personal-Use Products
Because the CareGlow™ Perfecting 3-Mode Facial Brush is designed for use on the skin, we take hygiene seriously.
For voluntary returns, an opened or used facial cleansing brush may not be accepted for resale.
However, this does not remove or restrict any statutory right relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.
14. Original Packaging
Where reasonably possible, please return the product with its original packaging, accessories, charging cable and other supplied components.
However, where South African law gives you a statutory right to return a product, we will not unlawfully refuse that statutory remedy merely because original packaging is unavailable.
15. Refunds for Products Damaged Through Customer Use
If a customer returns a product claiming it is defective, CareGlow™ may inspect or test the product to determine whether the reported problem exists and what remedy is appropriate.
Where the product has been damaged through misuse, unauthorised modification or use contrary to the supplied instructions, CareGlow™ may decline a remedy to the extent permitted by applicable law.
16. Consumer Protection
Nothing in this policy is intended to:
- waive a consumer's rights under the CPA;
- waive a consumer's rights under ECTA;
- exclude liability that cannot legally be excluded;
- prevent a consumer from exercising a statutory right;
- or impose a contractual term that is prohibited by South African law.
If any provision of this policy is found to be unlawful or unenforceable, that provision will be interpreted or amended to the minimum extent necessary to comply with applicable law, and the remaining provisions will continue to apply.
17. Fraudulent or Abusive Return Claims
CareGlow™ reserves the right to investigate suspected fraudulent, dishonest or abusive return claims.
This may include situations where a customer:
- submits knowingly false information;
- returns a different product;
- claims an item was not received when delivery records indicate otherwise;
- intentionally damages a product;
- attempts to obtain multiple refunds for the same order; or
- otherwise engages in fraudulent conduct.
Nothing in this section limits any legitimate consumer rights under South African law.
18. Delivery and Risk
CareGlow™ will arrange delivery in accordance with the order and applicable law.
Where the law places responsibility or risk on CareGlow™ before delivery or acceptance, we will comply with those requirements. The CPA provides, among other things, that goods remain at the supplier's risk until the consumer has accepted delivery in accordance with the Act.
19. Changes to This Policy
CareGlow™ may update this Return & Refund Policy from time to time.
Any updated policy will be posted on our website with an updated "Last Updated" date.
Changes will not remove or retrospectively reduce rights that a consumer has already acquired under applicable law.
20. Contact Us
If you have a question regarding a return, replacement or refund, please contact:
CareGlow™
Email: [YOUR EMAIL]
WhatsApp: [YOUR NUMBER]
Business Address: [YOUR ADDRESS]
South Africa