Policies

COMPLAINTS & CUSTOMER RESOLUTION.

Effective date: 1 September 2026 All policies

We want problems to be resolved quickly and fairly. If something has gone wrong with your order, product, delivery, workshop or customer experience, please contact us first so that we have an opportunity to resolve it.

1.Contact us

Email:

info@cosmeticsclub.co.za

Please include:

your full name;

order or booking number, if applicable;

what happened;

the date of the transaction or experience; and

any photographs or supporting information that may help us investigate.

2.Our response

We will review the complaint and respond as soon as reasonably possible.

Depending on the issue, we may ask for additional information, photographs, proof of payment or other relevant details.

3.Resolution

Depending on the circumstances and applicable law, a resolution may include:

correcting an order;

replacing an affected product;

arranging a refund;

assisting with a delivery issue;

reviewing a workshop or booking concern; or

another reasonable remedy.

Any remedy will be considered in accordance with the applicable terms, the circumstances of the complaint and South African consumer law.

4.If the matter cannot be resolved

If we cannot resolve a complaint directly, the customer may pursue any applicable external complaint or dispute-resolution mechanism available under South African law.

Nothing in this policy prevents a consumer from exercising a right available under applicable legislation.

5.Good-faith resolution

We ask customers to give us an opportunity to investigate and resolve complaints before escalating a matter.

We will treat complaints respectfully and aim to resolve them fairly.

Questions about this policy? Email info@cosmeticsclub.co.za.