Returns, Exchanges & Refunds Policy

Mooiste Meisie | Online Store & Physical Factory Shop

Last updated: 27 October 2026

At Mooiste Meisie, we take pride in manufacturing and supplying quality makeup, skincare and beauty products. We are committed to maintaining high standards of product quality, safety and hygiene.

This policy explains our conditions for returns, exchanges and refunds for purchases made online and at our physical factory shop.

Our policy operates in accordance with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), where applicable.

1. Scope of This Policy

This policy applies to purchases made directly from Mooiste Meisie through:

• Our online store at www.mooistemeisie.co.za
• Our physical Mooiste Meisie factory shop in Gqeberha
• Other direct purchasing channels operated by Mooiste Meisie

It covers makeup, skincare, haircare, body care, beauty accessories and other products sold through these channels.

Customers purchasing through independent Mooiste Meisie agents should initially contact the agent from whom the purchase was made for assistance. This does not limit any applicable statutory consumer rights.

2. General Returns and Exchanges

Due to the personal-use and hygiene-sensitive nature of cosmetic products, Mooiste Meisie does not voluntarily offer returns, exchanges or refunds simply because a customer:

• Changes their mind after purchasing
• Selects an incorrect foundation, concealer or powder shade
• Prefers a different colour, texture, fragrance or finish
• Purchases the incorrect product or product variation
• No longer requires the purchased item
• Finds that their personal preferences differ from their expectations, where the product was accurately described and is of acceptable quality

This applies particularly to purchases made in our physical factory shop.

These restrictions do not override returns, refunds or exchanges required by South African consumer law.

We encourage customers to make use of our product information, shade-finding assistance, consultations and available trial sizes before purchasing full-size products.

3. Purchases Made at Our Physical Factory Shop

Customers are encouraged to inspect their purchases before leaving the store.

Please ensure that:

• The correct products have been supplied
• Foundation and makeup shades match your selection
• Product sizes and quantities are correct
• Packaging is intact and there is no visible damage

Once a purchase has been completed, we do not offer voluntary exchanges or refunds for incorrect shade selections, changes of mind or personal preferences.

However, customers retain their statutory rights regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

Certain purchases arising from direct marketing may also qualify for a five-business-day cooling-off period under section 16 of the CPA.

4. Online Purchases and Cooling-Off Rights

Online purchases may qualify for a cooling-off period under section 44 of ECTA.

Where this provision applies, customers may cancel a qualifying electronic purchase within seven days after receiving the goods, without providing a reason or incurring a penalty.

For hygiene and safety, customers are encouraged to keep cosmetic products unopened, unused and in their original packaging if they intend to request a change-of-mind return.

Certain goods may be excluded from this cooling-off right under section 42 of ECTA, including goods that, by reason of their nature, cannot be returned. Any applicable exclusion will be assessed in accordance with the law and the circumstances of the product concerned.

Where the statutory cooling-off right applies:

• The customer must notify Mooiste Meisie within the applicable seven-day period.
• The customer may be responsible for the direct cost of returning the goods.
• The legally required refund will be processed within 30 days of cancellation.
• No cancellation penalty will be charged.

These provisions do not affect other rights customers may have under the CPA or ECTA.

5. Defective, Unsafe or Incorrectly Supplied Products

Every customer is entitled to receive products that meet applicable standards of safety, quality and fitness for purpose.

Under section 56 of the CPA, goods that fail to meet the requirements of section 55 may be returned within six months after delivery, subject to the applicable legal requirements.

Where the statutory warranty applies, the customer may elect the remedy provided by law, including:

• Repair, where appropriate and feasible
• Replacement of the affected product
• Refund of the purchase price

Mooiste Meisie may reasonably inspect and investigate reported defects to establish the nature and cause of the problem.

An investigation may include reviewing:

• The product’s condition and appearance
• Production and quality control information
• Relevant packaging and dispatch records
• Photographs, videos or other available supporting evidence
• The returned product, where physical inspection is necessary

Products found to have been damaged through misuse, improper storage, alterations, tampering or contamination after delivery may not qualify for a defective-product remedy where those circumstances caused the reported issue.

A product will not be disqualified from a legitimate statutory defect claim merely because it has been opened or used.

Where a statutory return is justified, Mooiste Meisie will meet its obligations regarding reasonable return or collection costs.

6. Opened, Used and Hygiene-Sensitive Products

For health and hygiene reasons, products that have been opened, swatched, applied, partially consumed or contaminated cannot ordinarily be accepted for discretionary returns or exchanges.

This protects our customers by ensuring that previously used cosmetics are not returned to retail stock for resale.

However, these hygiene considerations do not eliminate any statutory rights applicable to defective, unsafe or otherwise non-compliant goods, or other returns required by law.

Each qualifying complaint will be assessed on its individual circumstances.

7. Courier Damage, Missing Items and Incorrect Orders

Mooiste Meisie takes care when preparing, inspecting and packaging customer orders.

Where appropriate, photographs, video recordings and dispatch records may be retained for quality assurance and verification.

If an online order arrives damaged, contains incorrect products or is missing items, please contact us as soon as reasonably possible.

We strongly encourage customers to report visible courier damage within 24 hours of delivery, as prompt notification assists our investigation and any courier claim.

Customers should provide, where available:

• Their online order number
• Photographs of the affected products
• Photographs of the outer and inner packaging
• A photograph of the courier waybill
• A brief description of the problem

Courier damage is not necessarily a manufacturing defect. However, Mooiste Meisie remains responsible for meeting its applicable obligations relating to delivery and goods damaged before acceptance.

Where the courier is responsible for transit damage, Mooiste Meisie may pursue a separate claim with the courier service.

Failure to report an issue within 24 hours does not automatically cancel a customer’s statutory rights.

Verified delivery errors or damage will be resolved in accordance with applicable consumer law.

8. Product Suitability, Makeup Results and Skin Reactions

Cosmetic products may perform differently depending on skin type, skin condition, application methods, product compatibility and individual sensitivities.

A foundation shade that does not suit a customer’s personal preference, or a makeup finish affected by preparation and application methods, does not automatically establish that the product is defective.

Similarly, an individual skin reaction does not, by itself, conclusively establish a manufacturing defect.

Where customers report concerns, Mooiste Meisie may request relevant information about product use, application and the nature of the problem to assist with assessment.

Customers experiencing irritation or an unexpected reaction should discontinue use and seek appropriate medical advice where necessary.

All reported safety and quality concerns will be reviewed appropriately. Nothing in this policy limits any rights or remedies available under applicable consumer law.

9. How to Report a Product Concern

Customers who purchased online or in-store may report concerns through our customer support channels.

To help us investigate, please provide as much of the following information as is reasonably available:

1. Product name, size and shade, where applicable
2. Approximate purchase date
3. Online order number or proof of in-store purchase
4. Description of the issue experienced
5. Relevant photographs or videos, where available
6. Packaging information, where relevant

An original receipt is helpful, but alternative reasonable proof of purchase may be considered.

For in-store purchases, concerns may also be raised at our Mooiste Meisie factory shop.

Please retain the affected product where reasonably possible until our support team advises on the next steps.

Customers should not send products back by courier without first contacting us for return instructions. This administrative process does not restrict statutory return rights.

10. False Claims, Tampering and Misrepresentation

Mooiste Meisie reserves the right to investigate claims where the available evidence suggests deliberate product tampering, material misrepresentation or fraudulent activity.

Claims may be declined where a reasonable investigation establishes that the circumstances do not qualify for a refund, exchange or other remedy under this policy or applicable law.

Ordinary differences in customer experience, reasonable complaints and genuine product concerns will not be treated as fraudulent merely because they are disputed.

11. Refund Processing and Complaint Resolution

Approved refunds will be processed through an appropriate payment method, ordinarily the original method of payment where reasonably possible.

Refund timeframes will follow the applicable statutory requirements. For example, refunds following qualifying ECTA section 44 cancellations must be made within 30 days of cancellation.

Mooiste Meisie aims to resolve all complaints professionally, fairly and with appropriate consideration of the available evidence.

If a customer disagrees with an investigation outcome, they may request a review and may exercise their rights through the applicable consumer protection and dispute resolution channels.

12. Contact Mooiste Meisie

For product concerns, returns, exchanges or refund enquiries relating to purchases made directly through Mooiste Meisie:

Email: info@mooistemeisie.co.za

WhatsApp Support: +27 67 877 3518

Website: www.mooistemeisie.co.za

Physical Store: Mooiste Meisie Factory Shop, Gqeberha, Eastern Cape.

Please include sufficient purchase and product information to help our team assist you efficiently.

13. Consumer Rights and Policy Application

This policy applies to qualifying purchases made through our online and physical retail channels.

Mooiste Meisie reserves the right to update its voluntary return and exchange procedures from time to time.

Nothing in this policy is intended to exclude, restrict or override any consumer right that cannot lawfully be excluded under South African legislation.

Where applicable consumer legislation provides a customer with greater protection than this policy, the legislation will prevail.

Thank you for supporting Mooiste Meisie and for helping us maintain high standards of cosmetic quality, hygiene and customer care.