Refunds and Returns Policy

Last updated: 12 July 2026

At Netwurks Pro, we want you to be satisfied with your purchase. This Refunds and Returns Policy explains how returns, exchanges and refunds are handled for products purchased directly from the Netwurks Pro South Africa website.

Nothing in this policy limits any rights available to you under the South African Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable law.

1. Products Purchased from Other Retailers

Products purchased from Clicks, a salon, pharmacy or any other authorised retailer must generally be returned directly to the retailer from which they were purchased.

The retailer’s own returns and refunds policy will apply to the transaction. Netwurks Pro may assist with product-related queries, but we cannot directly refund purchases for which payment was made to another retailer.

Please retain your till slip, invoice or other proof of purchase.

2. Change-of-Mind Returns

Because haircare products are personal-care items, we cannot accept a change-of-mind return where a product has been:

• Opened, used or tested;
• Unsealed;
• Tampered with;
• Damaged after delivery; or
• Returned in a condition that is unsuitable for resale.

An unopened and unused product purchased directly from our website may be returned when:

• You notify us within seven days after receiving the product;
• The original seal and packaging remain intact;
• The product is in its original, unused and saleable condition; and
• You provide valid proof of purchase.

The direct cost of returning a change-of-mind purchase will be payable by the customer, unless otherwise required by law.

Original delivery fees are not ordinarily refundable for change-of-mind returns.

3. Incorrect Products

Please inspect your order as soon as it arrives.

Should you receive a product that is different from the product shown on your order confirmation, please contact us within seven days of delivery.

We will arrange for the incorrect product to be collected or returned and, depending on availability and your preference, will:

• Send the correct product; or
• Refund the amount paid for the incorrect product.

Netwurks Pro will cover reasonable return and redelivery costs where we supplied the incorrect product.

4. Damaged Products

Please notify us within seven days if your order arrives damaged, leaking or with broken packaging.

To help us assess the matter, please provide:

• Your order number;
• Photographs of the damaged product;
• Photographs of the outer delivery packaging;
• The product batch number, where visible; and
• A brief description of the damage.

Please do not dispose of the product or its packaging until we have completed our assessment or confirmed that it may be discarded.

Where the damage occurred before delivery, we will arrange an appropriate replacement or refund and cover the reasonable return costs.

5. Defective or Unsafe Products

Products that are defective, unsafe, of unacceptable quality or not reasonably suitable for their intended purpose may be returned in accordance with the Consumer Protection Act.

A product may be considered defective where, for example:

• The packaging or dispenser does not function correctly;
• The product is contaminated, spoiled or materially different from its normal condition;
• The contents do not correspond with the product description;
• The product was supplied after its stated expiry date; or
• There is another manufacturing or quality-related defect.

Where a qualifying defect is reported within six months after delivery, you may be entitled to request a refund, replacement or another remedy available under applicable consumer law.

A product will not ordinarily be considered defective merely because:

• The customer does not like its fragrance, texture or consistency;
• The product did not achieve a personally expected result;
• The product was used incorrectly or contrary to its instructions;
• The product was stored incorrectly;
• The product was mixed with other products in a manner not recommended by Netwurks Pro;
• The customer has a known sensitivity or allergy to an ingredient disclosed on the packaging; or
• The damage resulted from misuse, neglect or normal deterioration after opening.

Each complaint will be assessed fairly and in accordance with applicable law.

6. Product Sensitivities and Adverse Reactions

Individual responses to cosmetic and haircare products may vary.

Please read the ingredient list and usage instructions before using a product. Where recommended, perform a patch test before full application.

Discontinue use immediately if you experience significant irritation, swelling, burning, discomfort or another unexpected reaction. Seek medical advice where necessary.

Please contact us and provide:

• Your proof of purchase;
• The product name;
• The batch number;
• Photographs of the product and packaging;
• A description of how the product was used;
• Details of any other products used at the same time; and
• A description of the reaction experienced.

We may request that the remaining product be returned for assessment. Reporting a reaction does not automatically guarantee a refund, but every report will be reviewed carefully and handled in accordance with applicable consumer and product-safety requirements.

7. Products That Cannot Be Returned

Subject to your statutory rights relating to defective, unsafe or incorrectly supplied goods, we cannot accept returns of:

• Opened or used haircare products;
• Products with broken or removed seals;
• Products damaged through misuse or improper storage;
• Products returned without proof of purchase;
• Products not purchased directly from our website;
• Products marked as samples, testers or promotional gifts;
• Gift cards or vouchers;
• Products purchased as final-sale or clearance items, unless defective; or
• Individual products from a bundle where the return would leave the bundle incomplete.

Where a promotional gift was supplied with the purchase, the unused gift must also be returned. Where it is not returned, its stated retail value may be deducted from the refund where legally permissible.

8. How to Request a Return

To request a return for a product purchased directly from our website, contact us at:

Email: [Insert customer service email]
Telephone: [Insert telephone number]

Please include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return;
• Your preferred resolution; and
• Relevant photographs where the product is damaged, incorrect or defective.

Returns must be authorised before being sent. Products returned without prior authorisation may experience processing delays.

Once your return has been approved, we will provide the applicable return address or collection instructions.

9. Return Packaging

Returned products must be packaged securely to prevent damage or leakage during transport.

Where reasonably possible, include:

• The original product packaging;
• All components originally supplied;
• The order number or return reference; and
• A copy of the invoice or proof of purchase.

The customer may be responsible for loss or damage caused by inadequate packaging when returning a change-of-mind purchase.

10. Return Delivery Costs

Netwurks Pro will cover reasonable return costs where:

• The incorrect product was supplied;
• The product arrived damaged;
• The product is confirmed to be defective or unsafe; or
• Applicable law requires us to do so.

The customer will ordinarily be responsible for return costs where:

• The return is due to a change of mind;
• The wrong product was ordered by the customer;
• The delivery address provided was incorrect; or
• No defect, damage or fulfilment error is found after assessment.

11. Refunds

Approved refunds will be processed using the original payment method wherever reasonably possible.

Once approved, refunds will be initiated within a reasonable period. The time taken for the funds to reflect may depend on your bank or payment provider.

For valid online cooling-off cancellations, refunds will be processed within the period required by applicable law.

Delivery charges will be refunded where:

• The entire order was incorrect, damaged or defective;
• The order was not delivered; or
• Applicable law requires the delivery fee to be refunded.

Delivery charges may not be refunded for partial returns or change-of-mind returns.

12. Exchanges

Where an exchange is approved, replacement products are subject to stock availability.

Should the requested replacement be unavailable, you may choose:

• A suitable alternative of the same value;
• Store credit, where agreed; or
• A refund.

Additional delivery charges may apply where the exchange is not related to an incorrect, damaged or defective product.

13. Order Cancellations

An order may be cancelled before it has been dispatched by contacting us as soon as possible.

Once an order has been dispatched, it must be handled as a return.

We cannot guarantee that a cancellation request will be processed before dispatch, particularly where an order has already entered the packing or courier process.

14. Undeliverable and Uncollected Orders

Where an order is returned because:

• An incorrect or incomplete delivery address was supplied;
• The courier could not contact the recipient;
• Delivery was repeatedly refused; or
• The order was not collected within the required period,

we may deduct reasonable delivery and return costs from the refund, where legally permissible.

The customer may also be required to pay an additional delivery fee before the order is dispatched again.

15. Promotional and Discounted Purchases

Where a refund is approved for a product purchased using a discount, promotional code or bundled offer, the refund will be based on the amount actually paid for the returned product.

Where returning part of a promotional bundle causes the remaining order to no longer qualify for the promotion, the refund may be recalculated based on the normal selling price of the products retained, where legally permissible.

16. Proof of Purchase

Valid proof of purchase may include:

• An order-confirmation email;
• A tax invoice;
• A till slip;
• A delivery note;
• A bank or payment record that reasonably identifies the transaction; or
• Another record accepted by us as sufficient proof of purchase.

17. Contact Us

For questions about a return, refund or product-quality concern, please contact:

Netwurks Pro South Africa
Email: info@netwurkspro.co.za