Return & Refund Policy

Returns

If you are not completely satisfied with one of our products, you may return it, and we will either replace it or credit your account. The replacement or credit will be subject to the terms set out below. This policy only applies to products bought from www.willou.co.za.

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Terms and Conditions

  • 1. Preparing Your Product/s for a Return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your product/s to Willou Cosmetics. 

  • Package your product/s safely and securely so that it will be protected during the shipment back to Willou Cosmetics.
  • Include all accessories and parts that were sold with the product/s, this includes any free gifts that came with the product/s.
  • 2. Unwanted Product/s

You may return unwanted product/s in the case that:

  • It is undamaged and unused.
  • It still has the original labels and stickers attached.
  • The box is not damaged.
  • It is not missing any accessories or parts.
  • The return is lodged within 30 days of delivery to you. 

After 30 days, you may only return a product if it is defective and it’s still under warranty.

  • 3. Refunds & Exchange

Willou Cosmetics will arrange to collect the product/s from the client and, in the case of an exchange, also deliver the requested product/s to the client at no extra charge. Once the product/s are received, we will inspect & validate the item/s. Willou Cosmetics will decide if a refund or account credit is valid based on the condition of the product/s. The client will have an option for the refund/exchange to be made to their Willou Cosmetics Account or the client’s bank account. The client will receive a refund/exchange at the value of the purchased price. A refund/exchange will be processed within ten working days. 

Unfortunately, Willou Cosmetics cannot facilitate a return if the item/s falls outside of the one-month period, or if the item/s does not have an extended warranty.

  • 4. Charges & Refunds

Willou Cosmetics does not refund defective product/s that are returned with any missing parts or accessories. If a product is returned with missing parts or accessories Willou Cosmetics is entitled to:

  • Refuse the Return (subject to applicable law).
  • To replace only the returned item.
  • Or to estimate the value of the missing accessories and parts and only refund the client in respect of the returned item.

Please note that any refunds to the client’s bank account will only be made to the client’s original payment method. For example – A payment made by credit card, will be refunded to the same credit card, and a payment made by instant EFT, will be refunded to the client’s nominated bank.

Shipping & Payments

Shipping

At Willou Cosmetics we accept EFT payments, Payfast, and Mobicred. We also provide FREE shipping for all purchases. For shipping we make use Fastwa Couriers and the Courier Guy. We try our best to get your parcel to you as soon as possible, and for orders placed before 11.30am we will ship the same day. If you have an urgent order, please select the ‘Overnight Shipping’ option and please add a note in the comment section of your order.

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