Refund policy

1. Overview

At C&F Collective, we are committed to providing high-quality skincare products. Due to the personal-use and hygiene-sensitive nature of our dissolving microneedle eye patches, we have a strict return policy designed to protect the health and safety of all customers in line with the South African Consumer Protection Act (CPA).

By purchasing from our store, you agree to the terms outlined below.

2. Hygiene & Non-Returnable Items

For health, safety, and hygiene reasons, we do not accept returns or exchanges on:

  • Dissolving microneedle eye patches
  • Any skincare products that have been opened, unsealed, or used
  • Any item where the protective packaging seal has been broken

This is in accordance with CPA provisions allowing suppliers to refuse returns on goods that are unsealed, used, or not suitable for resale due to hygiene reasons.

3. Damaged, Defective or Incorrect Items

We comply fully with the Consumer Protection Act.

If your item is:

  • Defective
  • Damaged upon arrival
  • Incorrect product received

You may request a replacement or refund within 7 days of delivery.

To qualify:

  • The item must be unused and in its original packaging (where applicable)
  • Clear photo or video proof must be provided
  • The issue must be reported within the required timeframe

Once approved, we will offer:

  • A replacement product, or
  • A full or partial refund (depending on the situation)

4. Cooling-Off Period (Direct Online Purchases)

In accordance with Section 16 of the CPA, customers may cancel a purchase within 5 business days of receiving goods if the purchase was made via direct marketing or online sales.

However, this does **not apply to:

  • Sealed goods that have been opened
  • Hygiene-sensitive skincare products once unsealed**

If eligible, the customer is responsible for return shipping costs unless the product is defective.

5. Change of Mind / Buyer’s Remorse

We do not accept returns for change of mind due to:

  • The hygienic nature of skincare products
  • Product integrity and safety regulations
  • Risk of contamination once packaging is opened

Please ensure you select carefully before purchasing.

6. Refund Processing

If a refund is approved:

  • Refunds will be processed within 7–10 business days
  • Refunds will be made via the original payment method
  • Shipping fees are non-refundable unless the error was on our side

7. Return Shipping

Where returns are approved:

  • The customer is responsible for return shipping costs (unless the item is faulty or incorrect)
  • We recommend using tracked delivery, as we are not liable for lost return parcels

8. Right to Refuse Returns

C&F Collective reserves the right to refuse returns if:

  • Products are opened or used
  • Return request is made outside the allowed timeframe
  • Proof of defect/damage is not provided
  • Item is not in original condition

9. Legal Compliance

This policy is designed in accordance with the South African Consumer Protection Act (CPA), 68 of 2008, and any applicable e-commerce regulations. Nothing in this policy is intended to limit your statutory rights under South African law.