Refund policy

Return & Refund Policy — THE BASICS

Last updated: [25 September 2026]

At THE BASICS, we want you to love your skincare basics. If something isn't right, here's how we handle returns, exchanges, and refunds.

1. Due to the Nature of Our Products

Because our products are cosmetic and skincare items intended for direct contact with skin, we are unable to accept returns or exchanges on opened, used, or unsealed products, for hygiene and safety reasons. This is standard practice across the skincare and cosmetics industry.

We can only accept returns on products that are:

  • Unopened and unused
  • In their original packaging, with seals intact
  • Returned within [7 / 14] days of delivery

2. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or if you received the wrong item, please contact us within 48 hours of delivery at [insert support email] with:

  • Your order number
  • A photo of the item and packaging as received

We will offer a replacement, exchange, or full refund at no cost to you, including return shipping where applicable, in line with your rights under South Africa's Consumer Protection Act (CPA).

3. Change of Mind

If you've simply changed your mind about an unopened, unused product, we're happy to offer a return within [7 / 14] days of delivery, subject to the following:

  • Item must be unopened, unused, and in resalable condition
  • Proof of purchase (order number or receipt) is required
  • Return shipping costs are the customer's responsibility, unless the item is faulty

4. Cooling-Off Period (Direct Marketing Purchases)

If you purchased directly through our website following unsolicited direct marketing (for example, via an email campaign or social media ad you did not actively search for), you are entitled to a 7-business-day cooling-off period under the CPA, during which you may cancel your order and receive a full refund, provided the product is unopened and unused.

5. How to Request a Return

  1. Email hello@thebasicsco.co.za with your order number and reason for return.
  2. We'll confirm whether your item is eligible and provide return instructions.
  3. Once we receive and inspect the returned item, we'll process your refund or exchange within [5–7] business days.

6. Refund Method

Approved refunds will be issued to your original payment method. Please allow [5–10] business days for the refund to reflect, depending on your bank or payment provider.

7. Sale Items

Items purchased during a sale or with a discount code are [final sale / eligible for return under the same terms above](choose one and delete the other).

8. Shipping Costs

  • Original shipping costs are non-refundable, except where the item is faulty or incorrect.
  • Return shipping costs are the customer's responsibility, except where the item is faulty, damaged, or incorrect.

9. Contact Us

If you have any questions about this policy, please reach out to us at hello@thebasicsco.co.za

This policy is designed to comply with South Africa's Consumer Protection Act (CPA) No. 68 of 2008. It does not constitute legal advice — we recommend having a legal professional review this policy before publishing it, to ensure it fully reflects your specific business practices and any updates to applicable law.