In short
- Changed your mind? Tell us within 7 days of delivery and return the item unopened. We refund the full price; you pay the return courier.
- Damaged, faulty or the wrong item? Tell us within 7 days of delivery for the quickest fix. Faulty goods are covered for 6 months.
- Opened cosmetics and products with a broken seal cannot be returned for hygiene reasons, unless they are faulty.
- Email info@inlei.co.za with your order number to start a return.
Changed your mind (cooling-off)
If you bought online as a consumer, you may cancel your order without giving a reason within 7 days of receiving the goods (section 44 of the Electronic Communications and Transactions Act). Send the item back unused, unopened and in its original packaging. We refund everything you paid for the item, including the original delivery fee if you return the whole order. The only cost to you is the courier fee for sending it back.
Unopened, unused items may also be returned for a refund or exchange up to 14 days after delivery. After the cooling-off period, delivery fees are not refunded.
Damaged, faulty or wrong items
If an item arrives damaged, is not what you ordered, or turns out to be faulty, email us with your order number, a short description and photos. Please let us know within 7 days of delivery so we can claim from the courier.
Under section 56 of the Consumer Protection Act, goods that are defective or unsafe can be returned within6 months of delivery. You choose a repair, a replacement or a refund, and we pay the return courier. This does not cover damage caused by misuse, by ignoring the instructions or the professional-use warnings, or by normal use of a product after its expiry date.
Items we cannot take back
Unless they are faulty or were sent in error, we cannot accept returns of:
- opened or used products, or products with a broken seal or missing safety packaging (hygiene and safety);
- products that have been stored badly after delivery (for example, left in heat or sunlight);
- items made or packed to your order, such as personalised marketing material;
- digital products, downloads and online course access once you have started using them.
Academy courses
You may cancel a course booking. If you cancel at least 14 days before the course date, we refund the full fee less a reasonable admin fee, or move you to another date at no charge. Closer to the date, we may keep a cancellation fee that reflects the costs we cannot recover (such as the reserved kit, model and venue), as allowed by section 17 of the Consumer Protection Act. If we cancel or move a course, you get a full refund or a free transfer, your choice. Once a training kit has been opened or used, the kit is not refundable.
How to return an item
- Email info@inlei.co.za (or call +27 83 445 4057) with your order number, the items and the reason. Add photos for damaged or faulty items.
- We reply within two working days with a return number and the address to send it to. Please do not send items without a return number.
- Pack the item securely, with the return number on the parcel. Keep the courier's tracking number.
Refunds
We inspect returns when they arrive and email you the outcome. Approved refunds go back to the card or account you paid with within 5 to 10 working days, and always within 30 days of your cancellation. Orders paid with a discount code are refunded at the price you paid.
Salons and business buyers
Professional products are sold to certified salons and therapists. The cooling-off right above applies to individuals. Companies and other juristic persons may still return unopened items within 14 days and are covered for faulty goods; stockist and wholesale orders follow the terms of the stockist agreement.
Questions? Contact us.