Refund and Returns Policy
Last Updated: June 2026
At HairCraft, we strive to provide high-quality professional haircare products and excellent customer service.
Due to the nature of professional haircare products and hygiene considerations, HairCraft does not accept returns of products simply because a customer changes their mind, orders incorrectly, or is dissatisfied after use.
Returns and Replacements
Products may only be eligible for replacement, refund, or store credit if:
- The incorrect product was supplied.
- The product arrived damaged.
- The product was defective upon arrival.
- The product received is significantly different from what was ordered.
All claims are subject to review by HairCraft.
Reporting a Problem
If you receive a damaged, defective, or incorrect item, you must contact HairCraft within 48 hours of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
Failure to report the issue within a reasonable time may affect our ability to investigate and resolve the claim.
Non-Returnable Items
HairCraft does not accept returns of:
- Opened haircare products.
- Used haircare products.
- Products returned due to a change of mind.
- Products returned due to personal preference.
- Products damaged through misuse, neglect, or improper storage.
- Products that have been tampered with after delivery.
Refunds
Where a claim is approved, HairCraft may, at its discretion:
- Replace the product.
- Issue store credit.
- Process a refund.
Approved refunds will be processed to the original payment method where possible.
Refund processing times may vary depending on your payment provider.
Order Cancellations
Orders may only be cancelled before they have been processed for fulfilment.
Once an order has been processed, ordered from suppliers, packed, or shipped, cancellation may no longer be possible.
Contact Us
If you require assistance regarding an order, please contact us through our Contact page or via email at support@haircraft.co.za.