House of Rapunzel Returns, Refunds & Exchanges Policy

At House of Rapunzel, we take pride in the quality of our products. Because our products are hair care and personal care items, returns are limited for hygiene and safety reasons. This policy applies to purchases made directly from House of Rapunzel through our website or official sales channels.

Nothing in this policy limits your rights under the Consumer Protection Act, 2008 (“CPA”) or any other applicable South African law.

1. Returns we do accept

You may contact us for a return, exchange or refund if:

• you received the wrong item;
• your order arrived damaged or leaking;
• the item is defective or faulty;
• the item is not what you ordered or is materially different from what was described.

2. Items we do not accept for return

For hygiene and safety reasons, we do not accept returns or exchanges for:

• opened, used or partially used hair care products;
• products with broken or removed seals;
• products that have been tampered with, contaminated or stored improperly;
• change-of-mind purchases, unless required by law.

This does not apply where a product is defective, damaged, incorrectly supplied or otherwise returnable under South African law.

3. Damaged, incorrect or faulty items

If your item is damaged, faulty, incorrect or missing, please email us at houseofrapunzel.info@gmail.com within 48 hours of delivery and include:

• your order number;
• a description of the issue; and
• clear photos of the item and packaging.

If we confirm the issue, we may offer a replacement, exchange or refund, depending on the circumstances and your rights under law.

4. Defective products

If you believe a product is defective, please contact us as soon as possible with proof of purchase and details of the issue. We may ask that the product be returned to us for inspection before approving a refund or replacement.

We reserve the right to refuse a return if the product has been damaged due to misuse, improper storage, normal wear, or failure to follow usage instructions.

5. Change of mind

We do not offer refunds or returns for change of mind, incorrect product selection, or personal preference, unless required by law.

If we choose to approve a change-of-mind return as an exception, the item must be unused, unopened, sealed and in its original packaging, and return shipping will be for the customer’s account.

6. Return process

To request a return, please email [insert email address] with:

• your full name;
• order number;
• product name;
• reason for return; and
• supporting photos if applicable.

Do not send products back without our approval first.

7. Refunds

Approved refunds will be processed to the original payment method within 7–14 business days after approval, depending on your bank or payment provider.

Original delivery fees and return courier costs are not refundable, unless the return is due to our error, a defective product, or where required by law.

8. Exchanges

Exchanges are subject to approval and stock availability. If an exchange is approved, the replacement product will only be sent once the returned item has been received and inspected, unless we agree otherwise.

9. Contact us

For all return, refund or exchange requests, please contact:

House of Rapunzel
Email: houseofrapunzel.info@gmail.com