Returns & refunds.

This policy applies to products purchased directly from the SAGA Beauty online store. If you purchased a SAGA product from a third-party retailer or stockist, the return should generally be handled by that retailer in accordance with applicable consumer law and its own returns process.

We distinguish between a voluntary or change-of-mind return and a return because a product is damaged, incorrect, unsafe or defective. Different legal rights and return-cost rules can apply to those situations.

Nothing in this policy limits a right or remedy that cannot lawfully be limited under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable South African law.

Where the statutory online cooling-off right applies, you may cancel a qualifying purchase without giving a reason within seven days after receiving the goods. The direct cost of returning those goods may be for your account.

To help us process an eligible change-of-mind return, the product should be unused, unopened, unaltered and in its original packaging with seals, protective wrapping, accessories and other supplied components intact.

SAGA may also accept an unopened and unused return voluntarily where no statutory cooling-off right applies, provided the return is approved by us in advance. Any voluntary return is subject to the condition of the product and does not replace statutory consumer rights.

Do not send a parcel back before receiving return instructions from SAGA. An unannounced parcel can be difficult to identify and may delay the return.

Because SAGA sells consumable, wellness, beauty and personal-care products, some goods may not be suitable for resale after they have been opened, unsealed, used or altered.

Subject always to applicable law, change-of-mind returns may be declined for products that are opened or used where hygiene, safety or the nature of the product means that it cannot reasonably be returned to stock. This can include opened supplements or collagen powders, opened beauty or personal-care products, opened hair treatments, used teeth-whitening products, and products with broken safety or tamper seals.

Personalised or specially ordered products, and products that deteriorate or expire rapidly, may also be excluded where the law allows.

A change-of-mind exclusion does not remove your rights if the product was supplied defective, unsafe, damaged, expired, incorrect or otherwise fails to meet the standards required by law.

Please inspect your parcel as soon as reasonably possible after delivery. If an item arrives damaged, has leaked, is expired, has a broken seal before use, is missing from the parcel, or is not the item you ordered, contact SAGA promptly so that we can investigate and resolve it.

For faster assessment, please provide your order reference, identify the affected item and include clear photographs of the product, outer parcel and courier label where relevant.

We encourage customers to report visible delivery issues within seven days, but this request does not reduce any longer statutory right that applies to defective or incorrectly supplied goods.

Where SAGA supplied the wrong item or the goods were delivered damaged or defective in circumstances for which SAGA bears the return risk, we will arrange or reimburse reasonable return transport as required by applicable law.

South African consumers have an implied warranty of quality in qualifying transactions. If goods fail to meet the required quality, safety or durability standards within six months after delivery, the Consumer Protection Act may entitle you to return those goods without penalty and at the supplier’s risk and expense.

Where section 56 of the Consumer Protection Act applies, the choice of remedy belongs to the consumer: repair, replacement or refund. For a consumable or personal-care item where repair is not meaningful, the practical remedy will generally be replacement or refund.

A defect claim may not apply where the issue was caused after delivery by misuse, alteration contrary to instructions, improper storage, accidental damage, failure to follow warnings, or another cause not attributable to the goods as supplied.

Natural or minor batch-to-batch differences in colour, texture, viscosity, aroma or packaging do not automatically amount to a defect if the product remains safe, correctly described and fit for its intended purpose.

Contact SAGA customer care before returning a product. Include your order reference, product name, reason for the return and, where the issue can be photographed, clear supporting images.

Once the request has been reviewed, we will provide return instructions, including where the parcel should be sent or whether collection will be arranged.

Pack the item securely to prevent damage in transit and include all relevant packaging, accessories or supplied components that are reasonably required to assess the return.

Proof of purchase or another way for us to verify the transaction will be required. A SAGA order reference is normally sufficient for purchases made through this website.

For an eligible change-of-mind return under the Electronic Communications and Transactions Act, the consumer may be charged the direct cost of returning the goods.

For a qualifying defective, unsafe or failed product return under the statutory implied warranty, the goods are returned at the supplier’s risk and expense.

If SAGA sent the incorrect product or another fulfilment error is attributable to us, we will arrange the appropriate return or collection at our cost.

If you independently arrange a return that is at your cost, use a tracked service and keep your proof of shipment until the return has been completed.

Once a returned product is received, we may inspect it to confirm the return category and applicable remedy. We will notify you once the return has been approved or if further information is required.

We aim to initiate approved refunds within seven business days. Where a statutory cooling-off cancellation under ECTA applies, the refund will in any event be handled within the period required by law.

Refunds will ordinarily be sent back through the original payment method where the provider supports it. PayFast, Payflex and other payment providers may have their own processing times before a refund appears in your account.

If an EFT refund is necessary, SAGA may request verified banking details through an appropriate process. We will never ask for your online-banking password, PIN, OTP or card PIN.

Original delivery charges are refunded where required by law. They may not be refundable for a voluntary change-of-mind return where the law does not require the delivery charge to be repaid.

Where an exchange is available, we can replace an eligible item with the same product or another available product by agreement. Availability cannot be guaranteed until the replacement is processed.

If the replacement product costs more, the customer may be asked to pay the difference. If it costs less, any approved difference will be refunded.

If a statutory defective-goods remedy applies, these exchange conditions do not override the consumer’s right to select the remedy provided by law.

A sale or promotional price does not remove statutory rights in relation to defective, unsafe or incorrectly supplied goods.

Change-of-mind treatment for a discounted, promotional, bundled or gift-with-purchase item may depend on the promotion’s terms and whether the return would cause the order to stop qualifying for that promotion.

If an item was expressly sold with a disclosed defect or in a disclosed condition and you knowingly accepted that condition, the Consumer Protection Act may treat that particular disclosed issue differently from an undisclosed defect.

SAGA’s fulfilment is subject to stock availability. If we cannot supply an ordered product, we will notify you as soon as reasonably possible.

We will not substitute a materially different product without your agreement. Where the unavailable item cannot be fulfilled and payment has already been made, the relevant amount will be refunded in accordance with applicable law.

If you need to cancel an order before it has been dispatched, contact SAGA as soon as possible. If fulfilment has not progressed too far, we will try to stop the order and reverse or refund the payment.

If the parcel has already been collected by the courier, we may be unable to intercept it. The order may then need to be handled under the applicable return rules once delivered.

We will not impose a cancellation or handling fee where doing so would be inconsistent with a statutory consumer right.

After SAGA confirms that a refund has been initiated, allow the payment provider and your bank their normal processing time. Card, EFT and buy-now-pay-later refunds can reflect on different timelines.

If the expected processing period has passed, check your bank or payment-provider account first. If the refund is still missing, contact SAGA with the order reference so that we can trace the transaction with the payment provider.

This policy is intended to work alongside, not replace, South African consumer law.

Where ECTA’s cooling-off provision applies to an online purchase, it provides a seven-day period after receipt of qualifying goods in which a consumer may cancel without reason or penalty, with the consumer bearing only the direct cost of returning the goods. Certain categories of transactions and goods are excluded by section 42.

Separately, the Consumer Protection Act provides an implied warranty of quality for qualifying goods. Within six months of delivery, failed, unsafe or defective goods may be returned without penalty and at the supplier’s risk and expense, with the consumer choosing the remedy provided by section 56.

If any part of this policy conflicts with a consumer right that cannot lawfully be excluded or reduced, that statutory right prevails.

This policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.