Refund policy

CABELLO HAIRMOSO Return & Refund Policy

In accordance with the Consumer Protection Act 68 of 2008

INSPECTION UPON RECEIPT

Clients are encouraged to inspect their unit within 2 days of receiving it for any visible issues. Failure to report visible defects within this window will be taken as confirmation that the unit was received in satisfactory condition. In accordance with Section 56 of the CPA, hidden or latent defects may be reported within 6 months of delivery.

RETURN POLICY

Returns may be initiated within 7 days of delivery, provided the unit meets all of the following conditions:

Is unused and in its original state
Has not been altered, cut, coloured, washed, or tampered with in any way
Is returned in its original packaging
Where a return is approved, the client may choose to receive a refund, replacement, or exchange of equal value. This right belongs to the client in accordance with Section 56 of the CPA and cannot be overridden.

REFUND POLICY

Refunds are issued under the following circumstances only:

The order is cancelled before delivery
A confirmed product defect is reported within 7 days of delivery for visible defects
A hidden or latent defect is reported within 6 months of delivery
All approved refunds are credited to the original payment method used at checkout.

Refund Processing Timeframes:

7 to 15 business days — where no supplier return is required
Up to 90 days — where the unit must be assessed and returned to the supplier
Processing begins from the date the refund is approved, not the date of the initial request. Clients will be kept informed throughout the process.

HAIR SHEDDING CLAUSE

Some degree of shedding is completely normal for all human hair products and does not constitute a defect. Refunds or returns will not be issued solely on the basis of shedding.

Exception: If shedding is severe enough to cause visible bald patches, this will be treated as a product defect. The client must:

Report the issue within 7 days of delivery for visible shedding defects
Provide clear photo or video evidence of the affected area
Return the unit for assessment before a resolution is determined
Upon confirmation of the defect, the client retains the right to choose between a refund, replacement, or exchange as per Section 56 of the CPA.

CUSTOM & ALTERED UNITS

No refunds or exchanges will be offered on units that have been customised at the client’s request prior to or at the time of delivery. This includes, but is not limited to:

Lace-cut units — where the client has requested the lace to be cut before delivery
Custom styled units — including units that have been curled, layered, or otherwise styled per the client’s specifications
Once a customisation request has been confirmed and work has commenced, the sale is considered final and non-refundable. Clients are encouraged to carefully consider all customisation requests before confirming, as these alterations cannot be undone. This is in line with the CPA’s provision for special-order goods, which are exempt from the general right of return.

NO GENERAL RIGHT OF RETURN

In line with the Consumer Protection Act, there is no general right of return. Units will not be accepted back due to a change of mind, colour preference, or sizing concerns that were not communicated prior to or at the time of purchase.

DISPUTE RESOLUTION

Should any dispute arise that cannot be resolved directly with us, clients have the right to refer the matter to:

The National Consumer Commission (NCC)
The Consumer Goods and Services Ombud (CGSO)

Refund policy

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