Refund policy

Last updated: 23 October 2026

We want you to love every piece from Purely Her Sanctuary. If something is not right, we are here to help. This policy sets out your rights under South African law, including the Electronic Communications and Transactions Act, 2002 (ECTA) and the Consumer Protection Act, 2008 (CPA). Nothing in this policy limits the rights you have under those Acts.

Change of mind: 7-day cooling-off period

Under section 44 of ECTA, you may cancel your order without reason or penalty within 7 days of receiving your goods.

  • Items should be returned unused and in their original packaging.
  • You are responsible for the direct cost of returning the goods to us.
  • Once we have received the returned goods, we will refund the full amount paid within 30 days of your cancellation.

Defective goods: 6-month warranty

Under section 56 of the CPA, if an item is defective, unsafe or not of good quality, you may return it within 6 months of delivery. At your choice, we will repair or replace it, or refund the price you paid. We will cover the reasonable cost of returning defective goods to us.

Damaged or incorrect items

If your order arrives damaged, or you have received an incorrect item, please email us within 48 hours of delivery with your order number and clear photographs of the item and its packaging. This helps us resolve the matter quickly with our courier. We will replace the item or refund you, and we will cover the cost of any return. Reporting within 48 hours does not affect your rights regarding defective goods under the CPA.

Hygiene exclusions

For hygiene reasons, the following personal-care items cannot be returned once opened or used, unless they are defective:

  • Portable USB Oral Irrigator
  • Makeup towels and makeup remover pads
  • Electric Facial Cleansing Brush
  • Hair towels
  • Hair Nourishment Capsules (applied to the hair)

This exclusion applies to change-of-mind returns only. It does not affect your right to return defective goods under the CPA.

How to return an item

  • Please email us first at purelyhersanctuary@gmail.com with your order number and the reason for your return. Please do not send items back without contacting us first.
  • We will reply with the return address and instructions.
  • Pack the item securely. We recommend using a tracked delivery service, as items lost in transit to us cannot be refunded until they are received.

Refunds

Approved refunds are made to your original payment method. We will email you once your refund has been processed. Depending on your bank, it may take a few additional business days to reflect in your account. Original delivery charges are refunded where the return is due to a defect, damage or an error on our part, or where required by law.

Contact us

For any questions about returns or refunds, please email purelyhersanctuary@gmail.com or send us a message on Instagram at @purelyhersanctuary.