1. Purpose
This policy explains how MUHLE Glow Beauty handles returns, refunds and exchanges for products purchased through the MUHLE online Shop.
2. Customer Rights
Nothing in this policy is intended to remove, restrict or waive any consumer right or remedy that applies under South African law, including rights relating to defective, unsafe, incorrectly supplied or non-conforming goods.
3. Defective, Unsafe or Non-Conforming Products
If a product is defective, unsafe, materially different from its description, or otherwise falls within a statutory remedy, the customer should contact MUHLE as soon as reasonably possible with the order number, product details and photographs where appropriate. MUHLE will assess the matter and provide the remedy required by applicable law.
4. Incorrect Product Supplied
If MUHLE supplies the wrong product, the customer should notify MUHLE promptly. MUHLE will arrange an appropriate correction, return and replacement/refund process in accordance with applicable law.
5. Products Damaged in Delivery
Customers should inspect parcels on receipt where reasonably possible. If a product arrives visibly damaged, customers should photograph the packaging and product and contact MUHLE promptly. MUHLE will investigate with the delivery provider and arrange the appropriate remedy.
6. Change-of-Mind Returns
Where a customer seeks to return a product simply because they have changed their mind, the return will be handled according to the applicable legal requirements and the product's nature. Any lawful conditions relating to unused, unopened, undamaged and resalable goods will be communicated clearly.
7. Cosmetics, Skincare, Fragrance and Personal-Care Products
Because certain products are intended for direct application to the skin, hair or body, opened or used products may be subject to lawful hygiene and safety restrictions. These restrictions do not apply to or override statutory remedies for defective, unsafe, incorrectly supplied or non-conforming goods.
8. Perfumes and Fragrance
Perfumes and fragrance products should remain unopened and unused where a lawful change-of-mind return condition applies. A perfume that is defective, incorrectly supplied or otherwise subject to a statutory remedy will be dealt with according to applicable law.
9. Beauty Box and Customer-Selected Products
Where customers create a MUHLE Beauty Box by selecting their own products, each product forms part of the order. Returns, refunds and exchanges will be assessed according to the circumstances and applicable law. A Beauty Box does not remove statutory consumer rights.
10. Promotional Items, Specials and Combos
Specials, promotional products, gifts and combos may have specific terms displayed at the time of purchase. Any special return conditions must be lawful and clearly disclosed before purchase.
11. Return Request
Customers should contact MUHLE through the official contact details on the website and provide their order number, product name, reason for the request and supporting photographs where relevant. MUHLE will advise the customer of the next step.
12. Return Condition
Where a return is permitted and no statutory defect remedy is involved, MUHLE may require the product to be returned in an appropriate condition, together with its original packaging and accessories where reasonably applicable. This does not limit mandatory consumer remedies.
13. Return Shipping
Responsibility for return shipping costs depends on the reason for the return and applicable law. Where MUHLE is responsible for supplying a defective, incorrect or non-conforming product, MUHLE will handle the applicable return arrangements in accordance with the law.
14. Inspection
Returned products may be inspected to establish the nature of the complaint and the appropriate remedy. Inspection will not be used to unlawfully deny a statutory consumer right.
15. Refunds
Where a refund is due, MUHLE will process it using the applicable payment/refund method and within the period required by law or otherwise communicated to the customer. Bank processing times may affect when funds appear in the customer's account.
16. Exchanges
Where an exchange is appropriate and the replacement product is available, MUHLE will arrange the exchange. If the requested replacement is unavailable, an alternative remedy may apply.
17. Incorrect Customer Information
Where an order cannot be delivered or a return cannot be completed because the customer supplied materially incorrect information, MUHLE may require additional arrangements, subject to applicable law.
18. Complaints
If a customer is dissatisfied with the handling of a return or refund, the customer may contact MUHLE through the official support channels with the order number and details of the complaint.
19. No Waiver of Statutory Rights
Any wording in this policy must be interpreted consistently with mandatory South African consumer protections. Where a provision conflicts with a non-waivable legal right, the legal right will prevail.
20. Policy Updates
MUHLE may update this policy to reflect changes in products, processes or legal requirements. The current version published on the website will apply subject to applicable law.
21. Contact
Customers must use the official MUHLE Glow Beauty contact details published on the website. Current website WhatsApp/cell: 081 580 9436.