Returns & Refund Policy

At New Me™, we want you to be happy with your purchase. This Returns & Refund Policy explains when products purchased from our online store may be returned, exchanged or refunded.

This policy applies to purchases made through our Shopify online store and is intended to operate in accordance with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) and other applicable South African law.

Nothing in this policy limits, excludes or waives any right or remedy that you may have under South African law.

1. Statutory Consumer Rights

Nothing in this policy affects your legal rights as a consumer.

Where the law gives you a right to return goods, receive a refund, replacement or repair, those rights will apply regardless of any other provision in this policy.

In particular, defective, unsafe, damaged, incorrectly supplied or otherwise non-compliant products may qualify for a remedy in accordance with the CPA.

Where applicable, the CPA provides an implied warranty of quality for goods and may allow a consumer to return qualifying defective or unsafe goods within six months of delivery, subject to the requirements of the Act.

2. Online Purchases and Cooling-Off Period

For qualifying transactions concluded electronically, you may have a statutory cooling-off right under section 44 of the ECT Act.

Where this right applies, you may cancel the transaction within seven days after the date of receipt of the goods, without giving a reason.

Where a cancellation is validly exercised under the ECT Act:

• The product must be returned in accordance with the requirements of the applicable law.
• The product should be returned in its original condition where reasonably possible.
• The consumer is responsible for the direct cost of returning the goods where the law permits this.
• Any refund will be processed in accordance with the applicable statutory requirements.

The cooling-off right does not apply to every transaction or product and may be excluded or limited by law in certain circumstances.

3. Skincare, Hygiene & Opened Products

Because our products are intended for personal skincare use, we take hygiene, safety and product integrity seriously.

For change-of-mind returns that are not required by law, we generally do not accept returns of skincare products that have been:

• Opened;
• Used or applied to the skin;
• Partially consumed;
• Tampered with;
• Contaminated;
• Refilled or transferred into another container;
• Damaged through improper handling or storage; or
• Returned without the original product packaging where that packaging is reasonably necessary to verify the product.

This restriction does not remove or limit any statutory right you may have in respect of defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

4. Change-of-Mind Returns

Except where a statutory right applies, we are not required to accept a return simply because you:

• Changed your mind;
• No longer want the product;
• Ordered the wrong product;
• Decided the product is not suitable for your personal preferences;
• Found the product cheaper elsewhere; or
• No longer require the product.

Any voluntary change-of-mind return accepted by New Me™ is subject to our approval and the product being in a condition that allows it to be safely resold.

Where a voluntary return is approved, we may require the customer to pay the reasonable direct cost of returning the product.

5. Damaged Products

Please inspect your order when it arrives.

If your product arrives visibly damaged, leaking, broken, incorrectly sealed or otherwise appears to have been damaged during delivery, please contact us as soon as reasonably possible.

We may request photographs or other information to help us investigate the issue with our fulfilment or delivery provider.

Providing photographs is intended to assist with the investigation and does not remove any statutory rights you may have.

Where the product is confirmed to have been damaged before or during delivery and a remedy is legally required, we will provide the appropriate remedy in accordance with applicable law.

6. Incorrect or Missing Products

If you receive:

• The wrong product;
• The wrong quantity;
• A missing product; or
• A product materially different from what you ordered,

please contact us as soon as reasonably possible after delivery.

We will investigate the order and, where applicable, arrange an appropriate remedy, which may include replacement or refund.

7. Defective or Unsafe Products

If you believe your product is defective, unsafe or does not comply with the applicable requirements or description, please contact us with details of the problem.

Depending on the circumstances and your rights under the CPA, the available remedy may include:

• Repair;
• Replacement; or
• Refund.

Where the CPA applies, qualifying defective goods may be returned within the statutory warranty period and at the supplier's risk and expense.

We may inspect or assess the product to determine the nature of the alleged defect.

A product will not be considered defective merely because a customer did not experience the cosmetic or personal result they expected, provided that the product otherwise complies with its description, quality and applicable legal requirements.

8. Skincare Reactions & Allergies

Skincare products can affect individuals differently.

Before using a product, customers should carefully review the product information, ingredients and directions for use and discontinue use if irritation or an adverse reaction occurs.

If you experience a significant or unexpected reaction, please stop using the product and seek appropriate medical advice where necessary.

If you believe the product itself was defective, contaminated, incorrectly labelled or otherwise non-compliant, please contact us so that we can investigate the matter.

Customers should not continue using a product after experiencing a suspected adverse reaction merely for the purpose of testing the product.

Nothing in this section excludes or limits any rights or remedies available under applicable South African law.

9. Incorrect Use or Storage

We cannot accept responsibility for damage or deterioration caused by use of a product contrary to the manufacturer's instructions, improper storage, contamination, alteration or misuse, to the extent permitted by law.

Products should be stored according to the instructions supplied with the product and kept away from conditions that may adversely affect their quality or safety.

This provision does not affect any statutory consumer rights that cannot legally be excluded.

10. Return Request Process

To request a return, refund, replacement or other remedy, please contact our customer support team using the contact details provided on our website.

Please include:

• Your full name;
• Order number;
• Date of purchase;
• Product concerned;
• Reason for the return or complaint; and
• Photographs or other supporting information where relevant.

We may request additional information where reasonably necessary to assess the request.

Please do not send products back without first contacting us and receiving return instructions.

11. Return Shipping

Where a return is required because the product is defective, unsafe, incorrectly supplied or otherwise qualifies for a statutory remedy, return costs will be handled in accordance with applicable South African law.

For voluntary returns that are not required by law, the customer may be responsible for the reasonable direct cost of returning the product.

We are not responsible for products lost or damaged while being returned by a customer using a return method that was not authorised or arranged by New Me™.

12. Refunds

Once a return has been received and assessed, we will notify you whether your refund has been approved.

Where a refund is legally required, it will be processed in accordance with the applicable legislation.

Refunds will generally be made using the original payment method where reasonably possible.

The time required for the funds to appear in your account may depend on your bank, payment provider or card issuer.

We do not guarantee that a bank or payment provider will reflect a refund immediately after we process it.

13. Promotions, Discounts & Free Gifts

Where a purchase was made using a discount, promotional code, bundle offer or free-gift promotion, any refund or return will be calculated in accordance with the terms of that promotion and applicable law.

Where a promotional offer required a customer to purchase a qualifying combination of products, returning part of that combination may affect the promotional benefit received.

Nothing in this section limits any statutory refund or return right.

14. Products Purchased During a Sale

Products purchased during a sale or promotional period remain subject to the same statutory consumer rights as products purchased at full price.

A sale price does not remove your rights regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

However, unless required by law, sale products are not automatically eligible for a change-of-mind refund.

15. Abuse of the Return Process

New Me™ reserves the right to investigate suspected fraudulent, abusive or dishonest return activity.

This may include circumstances where there is evidence of:

• Repeated fraudulent refund claims;
• Deliberate damage or contamination of products;
• Products being returned after substantial use while being represented as unused;
• False information being provided in connection with a return; or
• A payment dispute being initiated after a valid refund has already been provided.

Where permitted by law, fraudulent or abusive activity may result in future orders being declined or additional verification being requested.

Nothing in this section limits a consumer's legitimate statutory rights.

16. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We will attempt to stop the order where our fulfilment process allows us to do so.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return or cancellation process will apply.

17. Our Legal Rights

Nothing in this policy prevents New Me™ from relying on any lawful defence, limitation, exclusion or remedy available to it under South African law.

Where a provision of this policy conflicts with a mandatory provision of South African law, the mandatory legal provision will prevail and the remainder of this policy will continue to apply.

18. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes to our business, products, procedures or applicable legislation.

The version published on this page will be the version applicable from its stated effective date, subject to any rights that cannot legally be changed retrospectively.

19. Contact Us

For returns, refunds or product-related complaints, please contact us through the customer support contact details provided on our website.

Business: New Me™
Country: South Africa
Returns & Refunds: Contact us through our website's customer support channel.

We aim to review return and refund requests as quickly as reasonably possible.

Important: This Returns & Refund Policy does not replace your statutory rights under South African law.