Refund policy
Refund & Order Policy
ATWOZ COSMETICS (PTY) LTD
At ATWOZ COSMETICS (PTY) LTD, we are committed to providing high-quality beauty, haircare, wigs, braids, and cosmetic products. Every order is carefully packed and inspected before dispatch to ensure it reaches you in excellent condition.
By placing an order through our website, you agree to the terms outlined in this Refund & Order Policy.
Order Confirmation
Once your order has been placed and payment has been successfully received, it is immediately sent for processing. For this reason, orders cannot usually be cancelled, changed, or modified after checkout.
If you notice an error in your order, please contact our customer support team immediately. While we will do our best to assist, we cannot guarantee changes once processing has started.
Refused or Returned Orders
If a customer refuses delivery or fails to collect an order that is returned to us, the following conditions will apply:
* A handling and restocking fee of up to 15% may be deducted from the refundable amount.
* Original shipping charges and return courier costs are non-refundable.
* Refunds will only be considered after the returned products have been received and inspected.
* Approved refunds will be issued to the original payment method used during checkout.
Return Eligibility
To qualify for a return, products must:
* Be unused and unopened.
* Be returned in their original packaging.
* Be accompanied by proof of purchase.
* Be reported within 48 hours of delivery.
Returns that do not meet these conditions may be declined.
Non-Returnable Products
For hygiene and safety reasons, the following products cannot be returned or exchanged unless they are damaged, defective, or supplied incorrectly:
* Cosmetics
* Hair extensions
* Braids
* Wigs
* Hairpieces
* Beauty accessories
* Clearance or sale items
Damaged, Defective or Incorrect Products
If you receive a damaged, faulty, or incorrect item, please contact us within 2 business days of receiving your order.
Your request should include:
* Your order number
* A description of the issue
* Clear photographs showing the product and packaging
After inspection and approval, we will either replace the item or issue a refund where applicable.
Refund Processing
Approved refunds are normally processed within 7–14 business days, depending on your payment provider or bank.
Pricing and Product Availability
Product prices and availability may change without prior notice. In the event of pricing errors, stock shortages, or technical issues, ATWOZ COSMETICS (PTY) LTD reserves the right to cancel or amend an order. If payment has already been made, a full refund will be issued.
Customer Responsibility
Customers are responsible for ensuring that all order details, including products, quantities, delivery address, and contact information, are correct before completing checkout.
Shipping Costs
Shipping charges are non-refundable unless the return is the result of our error or a defective product.
Policy Updates
ATWOZ COSMETICS (PTY) LTD reserves the right to update or amend this policy at any time without prior notice. The latest version will always be available on our website.
Contact Us
If you have any questions regarding this policy or require assistance with your order, please contact our customer support team.