Return Policy

The provision of goods and services by VIP Luxury Hair (Pty) Ltd (viphair.co.za) is subject to availability. In cases of unavailability, VIP Luxury Hair (Pty) Ltd will refund the client in full within 30 days.

Conditions for returning a product

An item may be returned to us should it be faulty/defective and qualifies for a product return. Due to the fragile nature of our products, only products with manufacturer defects can be returned and replaced. Products purchased on sale, on promotion or with a promotional discount can not be refunded, but we will consider an exchange should the product be in its original mint condition and original packaging with the original tags still attached. Exchange shipping fees apply.

Returns must be logged within 7 days of item being delivered.
The item must be in its original mint condition and packaging, with all labels attached.
The original delivery charge will not be refunded.

Before delivery, we may make minor adjustments to the packaging material, colour, weight, measurements, design and other features to the extent that they are reasonable.

Please contact us at  if you are unsure if an item is returnable.

Cancellations

Cancellations by VIP Luxury Extensions

We reserve the right, for purpose of suspected fraud, to refuse to accept or process payment on any order, and/or to cancel any sale concluded between you and VIP Luxury Extensions (viphair.co.za), in whole or in part, if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made, and accept no liability which may arise as a result of such refusal to process any order/sale.

We will refund any money received from you using the same method originally used by you to pay for the Product, unless otherwise agreed between you and VIP Luxury Extensions.

Cancellation by Customer (Non-Faulty Product)

Orders placed may be cancelled at any time prior to payment. Should payment be received the order may only be cancelled and subject to the following fees:
a) Prior to payment – 0%
b) Prior to shipment but after having made payment – 20%
c) After packing, shipment and return to VIP Luxury Extensions (packaged unopened) – 30% plus shipping costs.
d) After the package is delivered by the shippers – no cancellation.

Placing an item in your cart does not constitute an order and we cannot be held liable if the item is no longer available, or if the price has changed by the time the checkout process is completed.

Incorrect items

We will replace the item that you received that does not match the description advertised on the website. It is your responsibility to make sure you order the correct product from our website by viewing all the product images and reading the product name and description. 

Please note that it is your responsibility to ensure that the package is delivered to VIP Luxury Extensions (viphair.co.za) within the returns window provided and at the correct address.

Please contact us at  within 24 hours where the item is not what you ordered.

Faulty/Defective Products

Our products are intended to be used strictly in accordance with the manufacturer’s latest published instructions as set out on the website or as on the product itself. It is your responsibility to ensure that you use the product strictly in accordance with those instructions.

We try our best to deliver Products in an excellent condition. However, should you find that the product is defective/faulty, you agree to keep the product in its current condition, and return it to us for our quality inspector to inspect the faulty product within a reasonable time.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that  the goods are indeed defective.

In order to assist you with any faulty product, we may need your assistance and prompt provision of certain information regarding the Product, including:
a) you specifying with reasonable detail the way in which it is alleged that the Product is damaged or defective; and
b) you providing us with the delivery note number or invoice number and such other information as we reasonably require.

If you would like VIP Luxury Extensions to replace the product (if reasonably possible) or provide a refund for the product, and we find that the Product has:
a) been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
b) been damaged by an incorrect attempt at modification or repair; or
c) been dealt with or used contrary to VIP Luxury Extensions instructions for the Product; or
d) deteriorated through normal wear and tear, after delivery VIP Luxury Extensions,
we may at our discretion decide not to replace or refund you for the product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or cheque card, or the payment details that you provided to us when you made your order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.

We will refund the reasonable postal costs of returning defective goods. Please note that it is your responsibility to ensure that the package is delivered to VIP Luxury Extensions (viphair.co.za) within the returns window provided and at the correct address.

Special conditions and procedures for returns of defective products will apply, as set out in our Returns Policy. The special conditions are in line with the requirements of the Consumer Protection Act 68 of 2008.

If we do not accept that we supplied defective or unsuitable goods, and we have not been able to help, any customer may still take the matter up with the Consumer Goods and Services Ombud http://www.cgso.org.za/ or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.