Refund policy

QBeauty Returns & Refunds Policy

At QBeauty, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

1. Eligibility for Returns

To be eligible for a standard return, your item must meet the following criteria:

The item must be unused, unopened, and in its original packaging with all tags attached.
The product must be in the exact same condition that you received it.
Proof of purchase or your order number is required.

To initiate a return, please email us at support@qbeauty.co.za with the subject line "Return Request". Please do not return any items before receiving confirmation and a return shipping label or instructions from our customer support team. Items sent back to us without first requesting a return will not be accepted.

2. Discretionary Returns and Free Shipping

At QBeauty, we are pleased to offer free standard shipping on your initial order. However, if you are returning an item due to a change of mind, you will be responsible for organizing and paying for your own return shipping costs.

Additionally, a 20% restocking and handling fee will be deducted from your final refund amount. This fee helps us recover the initial courier, packaging, and fulfillment costs that we originally absorbed on your behalf.

Please note: This 20% deduction does not apply to items that are returned because they are defective, damaged, or incorrect.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or you receive the wrong product, please contact us within 48 hours of receiving your order so that we can evaluate the issue and make it right.

Email us at support@qbeauty.co.za with:

Your order number
A description of the issue
Clear photographs of the product and packaging

We will assess the issue and arrange a replacement or a full refund where appropriate.

4. Exceptions / Non-Returnable Items

For hygiene, safety, and operational reasons, certain types of items cannot be returned. These include:

Opened or used skincare and beauty products
Products with broken safety seals
Personal care goods
Perishable goods, hazardous materials, flammable liquids, or gases
Custom products (such as special orders or personalized items)
Gift cards
Sale or clearance items (unless defective)

Please get in touch if you have questions or concerns about your specific item.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Refunds may be approved if:

You received the wrong product.
Your order is incomplete or items are missing.
The product arrives damaged or defective.
The product differs significantly from what was advertised.
You are making an approved discretionary return (subject to the 20% restocking fee).

If approved, your refund will be processed automatically to your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us.

6. Exchanges

We currently do not offer direct exchanges. The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

7. Order Cancellations Because our fulfillment system is highly automated to get your products to you as quickly as possible, we can only accept order cancellations within 12 hours of the order being placed.

Within 12 Hours: If you contact us within this window and your order has not yet been processed by our warehouse, we will gladly cancel your order and issue a full refund.
After 12 Hours: Once 12 hours have passed, or if the order has already entered the fulfillment process, it can no longer be cancelled. The order will be shipped to you, and you will need to follow our standard Returns process outlined above (subject to the 20% restocking fee for change of mind).

If you accidentally place the same order twice, please contact us immediately. We will refund the duplicate order provided you notify us before the item is dispatched.

8. Delivery Issues

Delivery Delays: While we work with reliable courier partners, delivery delays may occasionally occur due to circumstances beyond our control. QBeauty cannot offer refunds solely because of courier delays. However, we will assist in tracking your parcel and resolving any delivery issues.
Incorrect Delivery Address: Customers are responsible for providing accurate delivery information. QBeauty cannot be held responsible for orders delivered to an incorrect address supplied by the customer. If you notice an error after placing your order, please contact us immediately so we can attempt to update the details before dispatch.