PROTECTION OF PERSONAL INFORMATION NOTICE 

1. Overview 

1.1 This Returns and Refund Policy (“Policy”) governs the circumstances under which Environ Skin Care products (“Products”) purchased by consumers (“you” / “your”) online via www.environskincare.co.za will be accepted for return, replacement or refund by Environ Distribution SA (Pty) Ltd (Registration No. 2014-046106-07) (“Environ”). 

1.2 This Policy must be read together with your statutory rights under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) and POPIA. Nothing in this Policy limits or waives any right granted to you by applicable law. 

1.3 Please note the following channel restrictions on returns: 

1.3.1 A Product purchased online may not be returned to an Environ Salon; it must be returned via the online returns process described in Section 5. 

1.3.2 A Product purchased from an Environ-authorised Salon or stockist may not be returned to the online store; it must be returned to the Salon or stockist from which it was purchased. 

1.3.3 Complimentary, zero-value or sample Products are not eligible for return or refund, subject to clause 2.3 below. 

2. Your Right to Return Non-Defective Products 

Online Purchases – Cooling-Off Period (ECT Act, Section 44) 

2.1 In accordance with Section 44 of the ECT Act, if you purchased a Product online and are dissatisfied for any reason, you may return the Product within 7 (seven) days of receipt of the Product, without reason or penalty, and receive a full refund of the purchase price, provided that: 

2.1.1 the Product is returned in its original, unopened condition with the original seal, packaging and all accessories intact; 

2.2 Notwithstanding clause 2.1, Environ extends a goodwill return window of 14 (fourteen) days from the date of receipt for online purchases, subject to the conditions in clause 2.1.1 & 2.1.2 above. This extended window is offered as a matter of good customer service and does not replace or reduce your statutory 7-day right under Section 44 of the ECT Act. 

Allergic or Sensitive Reactions 

2.3 Products that cause a sensitive or allergic reaction may be returned even if opened or used, provided that you: 

2.3.1 prior to purchasing the applicable Product, had a consultation with an Environ Skin Care therapist or completed the online Skin Assessment, and fully disclosed all relevant medical conditions, allergies and skin sensitivities; and 

2.3.2 provide Environ with a written description and clear photographs documenting the reaction within 7 (seven) days of the reaction occurring. Please note: by submitting such information you consent to Environ processing your health-related personal information for the limited purpose of evaluating your return, in accordance with POPIA. 

Complimentary, Gift and Sample Products 

2.4 Complimentary Products, promotional gifts and samples are not eligible for return, exchange or refund. 

3. Your Right to Return Defective Products (CPA, Section 56) 

3.1 In accordance with Section 56 of the CPA, if a Product is found to be defective, unsafe, not of good quality, or not reasonably suitable for its intended purpose, you may return it within 6 (six) months of the date of delivery. Upon return, you may elect to receive a full refund of the purchase price, a replacement Product. Environ will honour whichever remedy you choose. 

3.2 A Product will not be considered defective where the damage or fault results from: 

3.2.1 misuse, negligence or improper care by you; 

3.2.2 normal wear and tear; 

3.2.3 use contrary to the manufacturer’s instructions or recommendations; or 

3.2.4 alteration or tampering with the Product by you or a third party. 

3.3 Once Environ has approved your defective-goods return, Environ will arrange and bear the full cost of collection from your nominated address within South Africa. 

4. Refunds 

4.1 Where a return is approved, Environ will refund the purchase price of the returned Products as follows: 

4.1.1 Purchases made by EFT will, at your election, be refunded by EFT to the same bank account used for the original payment, or by means of an Environ gift voucher of equivalent value. Please note that acceptance of a gift voucher in lieu of a cash refund is entirely voluntary; you are entitled to a cash refund and are not obliged to accept a voucher. 

4.1.2 Purchases made by credit or debit card will be refunded to the same card used for the original purchase. 

4.2 Refunds will be processed within 15 (fifteen) business days of Environ approving the return and receiving the returned Products. 

4.3 Original delivery charges will not be refunded, except where the return arises from a defective or non-compliant Product, in which case Environ will refund the full purchase price including the original delivery charge. 

5. How to Initiate a Return 

5.1 To initiate a return, please use one of the following methods: 

5.1.1 Online: Log in to your account at www.environskincare.co.za, navigate to Dashboard > Orders, and complete the “Request a Return” form; or 

5.1.2 Contact us directly using the contact details available at https://environskincare.co.za/contact-us/. 

5.2 When submitting your return request, please include: (a) your order number or proof of purchase; (b) a description of the reason for the return; and (c) photographs where the return relates to a defect or adverse reaction. 

5.3 Environ will acknowledge receipt of your return request and advise you of the outcome of the return request within 5 (five) business days. 

6. Disputes and Consumer Complaints 

6.1 If you are dissatisfied with the outcome of your return or refund request, or with how your request has been handled, please contact Environ directly so that we may review your concerns and work towards a resolution. 

6.2 Complaints relating to returns and refunds should be submitted to info@environskincare.co.za. We are committed to investigating all complaints fairly and responding within a reasonable timeframe. 

6.3 We encourage customers to allow Environ the opportunity to address and resolve any concerns through our internal complaints process before seeking external remedies. 

7. General 

7.1 This Policy is governed by the laws of the Republic of South Africa. 

7.2 Environ reserves the right to amend this Policy from time to time. Any changes will be published on www.environskincare.co.za. Your continued use of our website or services following such publication constitutes acceptance of the revised Policy. 

7.3 Any provision in this Policy that is inconsistent with, or in conflict with, the CPA, the ECT Act or POPIA shall be void to the extent of such inconsistency, and the applicable statutory provision shall prevail.