RETURNS AND REFUNDS POLICY

Last updated: 23 June 2026

At Pure Grace, we carefully select and package every order, and we want you to feel confident when shopping with us. If something is not right with your order, please contact us so that we can assist you.

1. Our seven-day return period

You may request the return of an eligible product within seven calendar days from the date on which your order was delivered to you.

To start a return, please contact us within the seven-day period at:

Email: hello@puregrace.co.za
Telephone or WhatsApp: 083 655 9252

Please include:

• Your full name
• Your order number
• The product you would like to return
• The reason for the return
• Photographs, where the product is damaged, defective or incorrect

Products returned without first receiving return instructions from Pure Grace may not be accepted.

2. Unopened products and change-of-mind returns

A product may be returned because you have changed your mind, provided that:

• The return is requested within seven calendar days of delivery
• The product has not been opened, used, tested or altered
• The product remains sealed in its original packaging
• All labels, protective seals and packaging remain intact
• The product is in a condition suitable for resale
• Any promotional items or complimentary gifts supplied with the product are also returned

Pure Grace reserves the right to inspect the returned product before approving the refund.

3. Opened or used beauty products

For hygiene, health and safety reasons, we cannot accept change-of-mind returns on products that have been:

• Opened
• Unsealed
• Used or tested
• Partially consumed
• Altered or damaged after delivery

This includes products that a customer no longer prefers because of their fragrance, colour, texture, consistency or personal suitability.

This restriction does not apply where a product was supplied incorrectly, arrived damaged or is found to be defective. Your rights under applicable South African consumer law remain unaffected.

4. Damaged, leaking, missing or incorrect products

Please inspect your order as soon as it is delivered.

Where reasonably possible, please notify Pure Grace within 48 hours of delivery if:

• The parcel arrived damaged
• A product is broken or leaking
• A product is missing from the order
• You received the wrong product
• The product differs materially from what you ordered

Please keep the original parcel, packaging and delivery label and provide clear photographs of:

• The outer courier packaging
• The shipping label
• The damaged or incorrect product
• Any visible leakage or breakage

Once the issue has been confirmed, Pure Grace will arrange an appropriate replacement or refund. Pure Grace will cover the reasonable return or collection costs where we supplied an incorrect, damaged or defective product.

The request to report delivery damage within 48 hours helps us investigate courier-related claims promptly and does not remove any rights that you may have under applicable law.

5. Defective products

If a product is defective, unsafe or does not meet the quality standards reasonably expected of it, please contact us as soon as possible after discovering the problem.

In accordance with applicable South African consumer law, qualifying defective products may be returned within six months after delivery.

We may request photographs, batch details, proof of purchase or the return of the product so that the issue can be assessed.

Where the product is confirmed to be defective and the defect was not caused by misuse, incorrect storage, accidental damage or normal wear and tear, the customer may be entitled to a refund, replacement or another remedy available under applicable law.

Pure Grace will cover the reasonable return cost of a confirmed defective product.

6. Product reactions and personal suitability

Haircare, skincare and beauty products may perform differently depending on the individual using them.

A product not producing a customer’s preferred result, or not being suitable for a particular personal preference, hair type or skin type, does not necessarily mean that the product is defective.

If you experience an unexpected reaction, please stop using the product and contact us with:

• Your order number
• The name of the product
• Photographs where appropriate
• The batch number printed on the packaging
• A description of what occurred

Each report will be assessed individually. This does not limit any rights available to you where the product is genuinely defective or unsafe.

7. Sale and promotional products

Sale, discounted and promotional products may be returned within the seven-day return period, provided that they meet the same unopened, unused and sealed return conditions set out in this policy.

Opened or used sale products cannot be returned because of a change of mind.

Products that are damaged, defective or incorrectly supplied will still be handled in accordance with applicable consumer law, regardless of whether they were purchased at a discounted price.

8. Return courier costs

For an approved change-of-mind return, the customer is responsible for the direct cost of returning the product to Pure Grace.

For a product that is confirmed to be damaged, defective or incorrectly supplied, Pure Grace will arrange collection or cover the reasonable return courier cost.

We recommend using a tracked courier service. Pure Grace cannot accept responsibility for a customer return that is lost or damaged before reaching our return address.

9. Return address

Approved returns must be sent to:

Pure Grace Returns
PURE GRACE (PTY) LTD
Unit 1, Jackalview Industrial Park
485 Boundary Road,
Northriding,
Johannesburg,
2169,
South Africa

Please do not send products to the return address before contacting us and receiving return instructions.

10. Refunds

Once a return has been received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be processed to the original payment method used when placing the order.

Refunds will be completed within the period required by applicable law. Please allow additional time for your bank or payment provider to reflect the refund in your account.

Pure Grace is not responsible for delays caused by a customer’s bank or payment provider after the refund has been processed.

11. Products that do not qualify for change-of-mind returns

Unless required by applicable law, we cannot accept change-of-mind returns for:

• Opened, unsealed, tested or used beauty products
• Products damaged after delivery
• Products that have not been stored according to their instructions
• Products returned without their original packaging
• Products returned after the seven-day return period
• Complimentary gifts returned without the qualifying purchased product
• Products purchased from another retailer or salon

12. Proof of purchase

A valid Pure Grace order number or other acceptable proof of purchase is required before a return or refund can be processed.

Products purchased from a salon, marketplace or another retailer must be returned to the business from which they were originally purchased.

13. Contact us

For questions about a return, please contact:

Pure Grace Customer Care
Email: hello@puregrace.co.za
Telephone or WhatsApp: 083 655 9252 | 010 157 0760

We aim to handle every return fairly, respectfully and in accordance with applicable South African consumer law.