Femaura Returns, Refunds & Exchanges Policy

At Femaura, we want you to feel confident when shopping with us. This Returns, Refunds & Exchanges Policy explains when products may be returned, refunded or exchanged.

This policy applies to purchases made directly from Femaura through our online store. Nothing in this policy limits any rights you may have under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Change-of-Mind Returns

If you change your mind about a product, you may request a return within 7 days of receiving your order, provided that the product is:

• unused;

• unopened, where applicable;

• in its original packaging;

• in a resaleable condition;

• complete with all accessories, inserts, cables, cases, manuals, tags, packaging and free gifts, where applicable.

For hygiene and safety reasons, we cannot accept change-of-mind returns on opened or used beauty, skincare, body-care, personal-care or hygiene-related products.

This includes, but is not limited to:

• makeup remover pads;

• face cleansing pads;

• products used on the body or face;

• any product that has been opened, worn, tested, washed, marked, stained, damaged or used.

Change-of-mind returns are subject to inspection and approval by Femaura.

2. Online Cooling-Off Period

Where applicable under South African e-commerce law, customers may cancel an eligible online purchase within 7 days of receiving the goods.

To qualify, the product must be returned in the same condition in which it was received, unless the product is defective, incorrect or not as described.

The customer is responsible for the direct cost of returning the goods for a cooling-off or change-of-mind return, unless the product is defective, incorrect or damaged on arrival.

3. Defective, Damaged or Incorrect Products

If your product is defective, damaged on arrival, or not the product you ordered, please contact us as soon as possible.

You may be asked to provide:

• your order number;

• clear photos or videos of the issue;

• a description of the problem;

• proof of purchase;

• photos of the packaging, if the item arrived damaged.

If the product is confirmed to be defective, damaged or incorrect, we will offer a suitable remedy in line with South African law, which may include:

• a replacement;

• a repair, where appropriate;

• a refund.

For confirmed defective, damaged or incorrect products, Femaura will cover the reasonable return courier cost or arrange collection where possible.

4. Product Assessment

All returned products may be inspected before a refund, replacement or exchange is approved.

A return may be declined if:

• the product was damaged through misuse, neglect or incorrect care;

• the product was used in a way that goes against the instructions;

• the product shows normal wear and tear;

• the product was opened or used for hygiene-sensitive reasons and is not defective;

• parts, accessories, packaging or free items are missing;

• the product has been altered, washed, stained, marked or damaged after delivery.

If a product is returned and no defect is found, or the issue was caused by misuse, the customer may be responsible for the return courier fee and re-delivery fee.

5. Hygiene & Beauty Product Rules

Because Femaura sells beauty, skincare, personal-care and body-care items, strict hygiene rules apply.

For health and safety reasons, we do not accept returns for opened or used products that come into contact with the face, skin, body or personal items unless the product is defective, damaged or incorrect.

This helps protect all Femaura customers and ensures every customer receives products that are clean, safe and unused.

6. Sale, Promotional & Discounted Items

Sale, promotional, discounted or clearance items are not returnable for change-of-mind reasons unless otherwise stated.

This does not affect your legal rights if the product is defective, damaged, unsafe, incorrect or not as described.

7. Exchanges

Exchanges are subject to product availability.

We only offer exchanges for approved returns where the product is unused, unopened, in its original condition and eligible for return.

If the requested replacement item is out of stock, we may offer a refund or store credit where appropriate.

8. Refunds

Approved refunds will be processed back to the original payment method where possible.

Refunds may take several business days to reflect, depending on your bank or payment provider.

Original delivery fees are not refundable for change-of-mind returns, unless the return is due to a confirmed defect, incorrect item or damaged delivery.

Femaura may deduct reasonable costs where permitted by law, including courier costs, missing items, damaged packaging or product deterioration caused by handling beyond what is reasonably necessary to inspect the product.

9. Return Shipping

For change-of-mind or cooling-off returns, the customer is responsible for the direct cost and risk of returning the product to Femaura.

For defective, damaged or incorrect products, Femaura will arrange or reimburse reasonable return shipping once the issue has been confirmed.

Customers must package returned products securely. Femaura is not responsible for items damaged during return shipping due to poor packaging.

10. Orders Returned Due to Failed Delivery

If an order is returned to us because of an incorrect address, failed delivery, uncollected parcel or refusal of delivery, we may deduct courier costs before issuing any refund.

If you would like the order resent, an additional delivery fee may apply.

11. How To Request a Return

To request a return, please contact us at:

Email: femaurabeautysa@gmail.com
Order Number: [Insert order number]
Reason for return: [Explain the issue]

Please include photos or videos if the item is defective, damaged or incorrect.

Do not send any product back without contacting us first. Returns sent without approval may be delayed or refused.

12. Non-Returnable Items

The following items cannot be returned for change-of-mind reasons:

• opened or used beauty products;

• opened or used skincare products;

• opened or used hygiene products;

• opened or used body-care products;

• products that have been worn, washed, stained, marked or damaged;

• products missing packaging, accessories, inserts, cables or free gifts;

• gift cards, where applicable;

• products marked as final sale, unless defective.

13. Legal Rights

This policy does not remove or reduce any rights you have under applicable South African consumer protection laws.

If there is any conflict between this policy and applicable law, the law will apply.