Refund policy
Returns, Refunds & Cancellation Policy
At Fancy Sapphire Cosmetics, we take pride in creating high-quality products tailored to each client’s unique brand and requirements.
We are committed to providing a reliable, transparent and professional service while ensuring that both our clients and our business are treated fairly.
1. Custom-Made & Personalised Products
Most of our products are manufactured, customised and branded specifically for each client.
Due to the personalised nature of these products, we do not ordinarily accept returns, exchanges or refunds for:
- A change of mind or personal preference.
- Incorrect fragrance, product or quantity selections made by the customer.
- Changes to branding or business requirements after production.
- Products manufactured according to the customer’s approved specifications.
We encourage all clients to carefully review their orders before confirming payment.
This policy does not affect any rights provided under applicable South African consumer protection legislation.
2. Faulty, Damaged or Incorrect Products
We carefully inspect and package orders before dispatch to ensure that they meet our quality standards.
Customers are required to inspect their orders upon delivery and notify Fancy Sapphire Cosmetics of any visible damage, missing items or incorrect products within 3 business days of receiving their parcel.
To assist with the investigation, please provide:
- Your order number.
- A clear description of the issue.
- Photographs of the affected products and packaging, where possible.
Claims reported outside the recommended reporting period may be more difficult to verify and will be assessed individually based on the available evidence and circumstances.
Fancy Sapphire Cosmetics reserves the right to investigate complaints and inspect affected products before determining an appropriate resolution.
Where products are confirmed to be faulty, damaged or incorrect due to an error on our part, an appropriate remedy will be provided at no additional cost, in accordance with applicable consumer protection legislation.
The reporting procedure does not limit any statutory rights relating to defective products.
3. Delivery & Courier-Related Issues
Fancy Sapphire Cosmetics uses third-party courier services to deliver customer orders.
While we take reasonable care to ensure that all parcels are securely packaged, courier services operate under their own delivery procedures, insurance arrangements and conditions of carriage.
Please note that PUDO locker deliveries do not include courier-provided insurance.
If a parcel is lost, damaged or delayed during transit, customers are encouraged to notify our team promptly.
We will assist with tracking, investigating and escalating the matter with the relevant courier service.
Each case will be assessed according to the circumstances, agreed delivery arrangements and applicable South African legislation.
Where Fancy Sapphire Cosmetics is legally responsible for a delivery issue, an appropriate resolution will be provided.
We recommend retaining all original packaging until the order has been inspected, as this may assist with courier investigations.
4. Order Cancellations
As our products are manufactured and branded specifically for each client, cancellation requests are subject to the stage of production.
Before Production Begins
Cancellation requests may be considered before production commences.
Where a cancellation is accepted, reasonable costs already incurred for the order, including completed design work, materials purchased or printing expenses, may be deducted from the refund where legally permissible.
Any applicable deductions will be communicated clearly.
Once Production Has Commenced
Cancellations are generally not accepted once production has started, as materials, labour and branding resources have already been allocated to the order.
Requests will be assessed individually, taking into account the work completed, costs incurred and applicable legal requirements.
Completed Orders
Completed personalised and bespoke orders cannot ordinarily be cancelled or refunded due to a change of mind.
These conditions do not exclude cancellation or refund rights provided by law.
5. Branding & Order Confirmation
Clients are responsible for ensuring that all information submitted for their orders is accurate, including:
- Brand names and spelling.
- Logos and artwork.
- Fragrance selections.
- Product quantities and specifications.
- Delivery and contact information.
Once branding artwork or order specifications have been approved and production has commenced, changes may incur additional costs or affect production timelines.
Fancy Sapphire Cosmetics will remain responsible for errors made on our part where the final products do not reasonably correspond with the approved order specifications.
6. Returns & Product Assessment
Products returned due to an alleged manufacturing defect or quality concern may be subject to an assessment to establish the nature and cause of the issue.
We cannot accept responsibility for damage resulting from improper storage, misuse, mishandling or unauthorised alterations after delivery.
Products that meet the confirmed specifications and applicable quality standards are not eligible for returns solely because of personal fragrance preferences or changes in business requirements, except where required by law.
Where a return is justified under applicable consumer protection legislation, Fancy Sapphire Cosmetics will arrange the appropriate remedy in accordance with the customer’s statutory rights.
7. Refund Processing
Where a refund is approved or required by law, the customer will be informed of the outcome and applicable processing arrangements.
Refunds will be processed through the original payment method where reasonably possible, within the timeframes required by applicable legislation.
No administrative or handling fees will be deducted where a customer is legally entitled to a full refund.
8. Consumer Rights
This policy is guided by the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.
Custom-made and personalised products are generally excluded from ordinary online change-of-mind cooling-off rights, although other statutory cancellation, return and refund rights may apply.
Nothing in this policy is intended to exclude, restrict or override any rights afforded to consumers under South African law.
9. Customer Support
At Fancy Sapphire Cosmetics, we value every client and are committed to resolving legitimate concerns professionally and fairly.
Should you experience any issues with your order, please contact our team through our official business communication channels and provide your order number.
We appreciate your understanding and thank you for trusting Fancy Sapphire Cosmetics with your brand.