Our error
If we supplied the wrong product or made a confirmed fulfilment error, we will cover reasonable return courier costs and arrange a replacement, exchange, or refund as appropriate.
1. Change-of-mind returns
If you purchased online and want to return an eligible item without alleging a defect, wrong item, or delivery error, you must contact us within 7 days after delivery. The item must pass our hygiene and condition inspection before a refund or exchange is approved.
- The item must be unworn, unused, uninstalled, unwashed, unperfumed, unbrushed beyond gentle inspection, and free of odours, product residue, make-up, glue, adhesive, heat damage, stains, or shedding caused after delivery.
- The lace must be fully intact and uncut. The hairline, cap, clips, combs, bands, labels, tags, packaging, and any hygiene seal must be intact where supplied.
- The product must be returned with all original packaging, accessories, gifts, documents, tags, and protective materials.
- You are responsible for the direct return delivery cost unless the return is caused by our error or a confirmed product fault.
- We may decline the return or make a reasonable deduction if the item is returned damaged, incomplete, altered, used, or no longer in saleable condition for reasons not caused by us.
2. Incorrect, damaged, unsafe or defective goods
If you receive the wrong item, a materially damaged item, or an item that appears defective, contact us as soon as possible with your order number, delivery date, photos, and a clear description of the issue. We will assess the item fairly and in line with applicable South African consumer law.
Confirmed defect
If a product is confirmed defective, unsafe, or materially not as described in a way covered by law, we will handle the matter according to your statutory remedies, which may include refund, repair, or replacement where applicable.
This policy does not limit any non-excludable rights you may have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable law.
3. What is not treated as a defect
Hair products can vary slightly because of lighting, screen settings, handling, manufacturing batches, and normal hair characteristics. The following will not usually be treated as defects unless the difference is material and not disclosed.
- Minor colour, tone, curl, density, length, parting, or texture variation caused by lighting, screen display, photography, batch variation, or normal product characteristics.
- Issues caused by cutting the lace, installation, glue, adhesive, heat styling, bleaching, dyeing, washing, chemical treatment, brushing, combing, poor maintenance, storage, or third-party salon handling.
- Discomfort, fit preference, style preference, or a change in personal taste after the item has been used, altered, installed, or made unsaleable.
- Damage caused by failing to follow reasonable care instructions or using products, heat, chemicals, or methods unsuitable for the unit.
4. How to request a return or exchange
Contact support
Send your order number, delivery date, contact details, reason for return, and clear photos or videos showing the item, lace, packaging, tags, and any issue raised.
Wait for return instructions
Do not send the item back without written return instructions. We will confirm the address, packaging requirements, courier process, and whether the return delivery cost is for your account or ours.
Package securely
Use the original packaging where possible and protect the item from crushing, moisture, odours, residue, or contamination in transit. Include all accessories and order identifiers.
Inspection and outcome
Once received, we inspect the item for hygiene, completeness, condition, product identity, and the issue raised. We will then confirm approval, decline, exchange options, repair route, or refund timing.
5. Exchanges
Approved exchanges are subject to stock availability. Best Girl Hair holds its products in stock through its warehouse and wholesale inventory, but stock can change while a return is in transit or under inspection. If the replacement product is unavailable, we may offer another suitable product, store credit where lawful and accepted by you, or a refund.
6. Refunds
Approved refunds are processed to the original payment method where possible. Bank, card, payment gateway, and instalment provider processing times are outside our direct control once the refund has been released.
- For approved change-of-mind returns, the refund is processed after the item is received and passes inspection.
- For valid statutory cancellations or defective goods claims, refunds will be handled within the time required by applicable law.
- Original delivery fees and return courier fees may be treated differently depending on whether the return is due to change of mind, our error, a failed delivery, or a confirmed defect.
- If an order was paid through a third-party instalment or credit provider, any refund may be subject to that provider's refund process and account rules.
7. Failed delivery, uncollected parcels and incorrect addresses
If a parcel is returned because the address was incorrect, nobody was available to receive it, access was denied, the delivery was refused, or the courier could not complete delivery after reasonable attempts, additional courier fees may apply. We may wait for outstanding delivery costs to be paid before resending the order.
8. In-store purchases
If you buy in store, please inspect the product before leaving where practical. In-store change-of-mind returns may be handled differently from online cooling-off rights, but defective, unsafe, incorrect, or materially misdescribed goods will be handled in line with applicable law.
9. Abuse and fair use
We may refuse return requests that appear fraudulent, abusive, inconsistent with the product condition, or designed to use the product temporarily and return it. This does not limit legitimate consumer rights for defective, unsafe, incorrect, or materially misdescribed goods.
