Last Updated: October 2025

Thank you for shopping with African Essence. We take pride in the quality of our products and aim to ensure that every customer is completely satisfied with their purchase.

This Returns and Refunds Policy explains how we handle returns, exchanges, and refunds for our African Essence Itchy Scalp Therapy Pack and other products.

1. Eligibility for Returns

Due to the nature of our products (personal care and hygiene items), we can only accept returns if:

  • The product is unopened, unused, and in its original packaging; and
  • The return request is made within 7 days of receiving your order.

Once opened or used, products cannot be returned or exchanged for health and safety reasons.

2. Damaged or Defective Items

If your order arrives damaged, leaking, or defective, please contact us within 48 hours of delivery with clear photos of the issue.
We will review the claim and, if approved, offer one of the following:

  • A replacement product, or
  • A full refund, including shipping costs.

3. Incorrect Orders

If you received the wrong product, please notify us within 7 days of receiving your parcel.
We’ll arrange a collection and send you the correct item at no extra charge.

4. Refund Process

Once your return is received and inspected, we will send you an email notification to confirm approval or rejection of your refund.
If approved, your refund will be processed within 5–10 business days via your original method of payment.

5. Non-Returnable Items

We do not accept returns or issue refunds for:

  • Products that have been opened, used, or partially used
  • Sale or promotional items
  • Gift cards or digital vouchers

6. How to Request a Return

Please email info@africanessence.co.za with the following details:

  • Your full name and order number
  • Reason for return
  • Clear photos (if applicable)

Once approved, we’ll provide return instructions and the correct return address.

7. Shipping Costs

Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrect.
We recommend using a trackable courier service as we cannot guarantee that we will receive your returned item.

8. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at:
📧 info@africanessence.co.za
📞 +27 (your phone number)