Returns & Refunds

RETURNS, REFUNDS & CANCELLATION POLICY

Last Updated: 17 August 2026
Effective Date: 17 August 2026
Version: 1.0

At Kajal Maharaj, we want every purchase to feel considered, premium and worthwhile.

This Returns, Refunds & Cancellation Policy explains how returns, refunds, exchanges, damaged products, incorrect orders, cancellations and digital products are handled when purchasing through our Website.

This Policy should be read together with our Terms & Conditions, Privacy Policy and any product-specific terms displayed at the time of purchase.

Nothing in this Policy is intended to remove or limit any rights that you may have under applicable South African consumer law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), where applicable.

1. PHYSICAL PRODUCTS

Unless a different period is displayed for a specific product, customers may request an eligible return of a physical product within 14 days of receiving the order.

To qualify for a change-of-mind return, the product should generally be:

  • unused;

  • unworn, where applicable;

  • unopened where hygiene or product integrity requires this;

  • in its original condition;

  • in its original packaging;

  • accompanied by all accessories, labels, seals and components supplied with it; and

  • accompanied by proof of purchase.

Please do not send a product back without first contacting us and receiving return instructions.

2. HOW TO REQUEST A RETURN

To request a return, please contact us at:

Email: kajalmaharajshop@gmail.com

Please include:

  • your full name;

  • order number;

  • product you wish to return;

  • reason for the return; and

  • photographs where the product is damaged, defective or incorrect.

Our customer-support team will assess your request and provide return instructions where applicable.

Submitting a return request does not automatically mean that the return has been approved.

3. CHANGE-OF-MIND RETURNS

Where permitted by applicable law and this Policy, we may accept eligible change-of-mind returns within the applicable return period.

Products returned because you have changed your mind must generally be returned unused and in a resalable condition.

Unless required otherwise by law, the customer may be responsible for reasonable return-delivery costs associated with a change-of-mind return.

Original delivery charges may not necessarily be refundable for voluntary change-of-mind returns, subject to applicable consumer law.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is:

  • damaged;

  • defective;

  • materially different from what was ordered;

  • missing material components; or

  • otherwise not reasonably fit for its intended purpose,

please contact us as soon as reasonably possible.

Where possible, please provide clear photographs or video showing the problem.

We will assess the matter and provide the remedy required under applicable law, which may include, depending on the circumstances:

  • replacement;

  • repair;

  • exchange; or

  • refund.

Nothing in this Policy limits the statutory rights available to consumers in relation to defective or unsafe goods.

5. CONSUMER PROTECTION ACT

Where the Consumer Protection Act applies, goods supplied to consumers must comply with applicable statutory standards.

Where goods fail to satisfy the applicable requirements and the CPA provides the consumer with a right to return the goods or obtain a repair, replacement or refund, those statutory rights will apply irrespective of any more restrictive provision in this Policy.

This Policy should therefore not be interpreted as excluding rights that cannot lawfully be excluded.

6. INCORRECT PRODUCT RECEIVED

If we have sent you the wrong product, please contact us as soon as possible.

Please include your:

  • order number;

  • name;

  • photograph of the product received; and

  • photograph of the packaging where relevant.

Once confirmed, we will arrange an appropriate remedy.

Where the incorrect product resulted from our fulfilment error, you will not be expected to bear reasonable return costs resulting from that error.

7. PRODUCTS DAMAGED DURING DELIVERY

If your parcel arrives visibly damaged, please photograph:

  1. the outer packaging;

  2. the shipping label;

  3. the internal packaging; and

  4. the affected product.

Please contact us promptly after delivery so that we can investigate the matter with the relevant delivery provider.

Do not dispose of the packaging until the matter has been resolved, as the courier or fulfilment provider may require it as part of its investigation.

8. NON-RETURNABLE PRODUCTS

Subject always to rights that cannot legally be excluded, certain products may not be eligible for change-of-mind returns.

These may include:

  • opened personal-care products;

  • opened cosmetics;

  • opened skincare products;

  • products where a hygiene or protective seal has been broken;

  • products that have been used;

  • products damaged after delivery through misuse;

  • customised or personalised products;

  • gift cards;

  • certain sale or clearance products where legally permitted and clearly disclosed;

  • downloadable digital products after delivery or access, subject to applicable law; and

  • other products that cannot reasonably be resold for health, hygiene or safety reasons.

A product being designated “non-returnable” does not remove statutory rights relating to defective, unsafe or incorrectly supplied products.

9. BEAUTY, WELLNESS AND PERSONAL-CARE PRODUCTS

For health, hygiene and safety reasons, certain beauty, wellness and personal-care products cannot ordinarily be returned merely because the customer has changed their mind once the:

  • product has been opened;

  • protective seal has been removed;

  • product has been used; or

  • packaging has been materially compromised.

If such a product is defective, damaged or incorrectly supplied, please contact us and the matter will be handled in accordance with applicable consumer law.

10. DIGITAL PRODUCTS & EBOOKS

The Kajal Maharaj Website may sell:

  • eBooks;

  • digital guides;

  • workbooks;

  • downloadable resources;

  • templates;

  • digital programmes;

  • courses; and

  • other electronically supplied content.

Because digital products can be delivered or made accessible immediately, they are treated differently from ordinary physical products.

Once a digital product has been successfully delivered, downloaded or accessed, a change-of-mind refund will generally not be available except where required by applicable law.

This helps protect our intellectual property from situations where digital content is purchased, downloaded and subsequently refunded after the customer has already obtained the product.

11. WHEN WE MAY REFUND A DIGITAL PRODUCT

A digital-product refund or other appropriate remedy may be considered where:

  • you were charged more than once for the same transaction;

  • you paid but never received access to the product;

  • the supplied file is materially corrupted or unusable and we cannot provide a working replacement;

  • you received the wrong digital product;

  • a material technical problem attributable to us prevents access and cannot reasonably be resolved; or

  • a refund or remedy is otherwise required under applicable law.

Before issuing a refund for a technical problem, we may first attempt to:

  • resend the download;

  • provide a replacement file;

  • restore access;

  • provide an alternative download method; or

  • otherwise resolve the technical issue.

12. DIGITAL DOWNLOAD PROBLEMS

If you have purchased an eBook or other digital product and cannot locate your download, please check:

  • your email inbox;

  • spam or junk folder;

  • promotions folder;

  • the email address used during checkout; and

  • your customer account, where applicable.

If the product is still unavailable, contact:

kajalmaharajshop@gmail.com

Please provide your order number and the email address used for the purchase.

We will attempt to restore access as quickly as reasonably possible.

13. DIGITAL PRODUCTS ARE FOR PERSONAL USE

Digital purchases are licensed for personal use unless expressly stated otherwise.

Customers may not purchase, download and then seek a refund for the purpose of retaining or distributing the content without payment.

Unauthorised copying, resale, sharing, uploading or distribution of Kajal Maharaj digital products may constitute an infringement of intellectual property rights and may be addressed accordingly.

14. COURSES, MASTERCLASSES AND PROGRAMMES

Where we introduce paid courses, workshops, masterclasses, mentorship programmes or similar services, additional cancellation and refund conditions may be displayed on the relevant product or booking page.

Those programme-specific terms will apply together with this Policy.

Where a conflict exists, mandatory South African consumer rights will prevail.

15. SALE AND PROMOTIONAL PRODUCTS

Products purchased during:

  • sales;

  • promotional campaigns;

  • launches;

  • bundles;

  • Black Friday;

  • limited-time promotions; or

  • clearance events

remain subject to applicable consumer law.

Where legally permitted, certain products may be marked as final sale or subject to restricted change-of-mind returns.

A discounted price does not remove a consumer's statutory rights relating to defective or incorrectly supplied products.

16. BUNDLES

If products are purchased as part of a promotional bundle, the entire bundle may need to be returned in order to qualify for a full change-of-mind refund.

If only part of a bundle is returned, any refund may be recalculated based on the actual value or promotional structure of the products retained, where permitted by law.

Defective products forming part of a bundle will be handled in accordance with applicable consumer law.

17. GIFTS

Where an item was purchased as a gift, refunds will ordinarily be processed to the original payment method used for the transaction.

Where appropriate, we may offer an exchange or store credit instead.

Proof of purchase may be required.

18. EXCHANGES

Eligible physical products may be exchanged subject to:

  • product availability;

  • product condition;

  • the nature of the product; and

  • the reason for the exchange.

Where the replacement product has a different price, the customer may be required to pay the difference or may receive the applicable difference as a refund or store credit.

19. RETURN SHIPPING

Where a return is due solely to a customer's change of mind, the customer may be responsible for the reasonable cost of returning the product, subject to applicable law.

Where the return results from:

  • our error;

  • an incorrect product being supplied;

  • a qualifying defect; or

  • another circumstance for which we are legally responsible,

we will deal with reasonable return costs in accordance with applicable law.

Customers should use an appropriate tracked or traceable delivery method when returning valuable products.

We cannot accept responsibility for a return parcel that is lost before it reaches us where the customer arranged the return independently, except where applicable law provides otherwise.

20. INSPECTION OF RETURNS

Returned physical products may be inspected after receipt.

We may reasonably assess:

  • whether the correct product was returned;

  • the condition of the product;

  • whether it has been used;

  • whether seals have been broken;

  • whether accessories are missing;

  • whether damage occurred after delivery; and

  • whether the return complies with this Policy.

This assessment does not override any statutory consumer rights.

21. REFUNDS

Once an eligible refund has been approved, we will process it using the original payment method where reasonably possible.

The time taken for the refund to appear in your account may depend on:

  • your bank;

  • card issuer;

  • payment provider; and

  • payment method.

Processing times imposed by banks or payment providers are outside our direct control.

22. STORE CREDIT

Where appropriate and agreed, we may offer store credit instead of a monetary refund.

Where the customer has a legal right to a monetary refund, we will not replace that statutory right with store credit without the customer's agreement where such agreement is required.

23. ORDER CANCELLATIONS

If you wish to cancel a physical-product order, please contact us as quickly as possible.

If the order has not yet been processed or dispatched, we may be able to cancel it and issue the applicable refund.

If the order has already been dispatched, it may need to be handled as a return instead.

Digital orders may be fulfilled automatically and immediately after payment, which means cancellation may no longer be practically possible once the digital content has been supplied or accessed, subject to applicable law.

24. ECTA AND ONLINE TRANSACTIONS

Certain electronic transactions may be subject to consumer rights under the Electronic Communications and Transactions Act 25 of 2002, including applicable cooling-off provisions.

Where ECTA provides a consumer with a statutory cancellation or cooling-off right in relation to a particular transaction, that right will apply.

Nothing in this Policy is intended to contract out of a mandatory right granted under ECTA.

25. ABUSE OF THE RETURNS PROCESS

We reserve the right to investigate suspected abuse of our returns or refund processes.

This may include:

  • fraudulent refund claims;

  • returning different products;

  • falsely claiming that an order was not received;

  • intentional product damage;

  • repeated abuse of promotional offers;

  • unauthorised digital-product sharing; or

  • chargeback abuse.

Where we reasonably suspect fraudulent or unlawful activity, we may take appropriate steps, subject to applicable law.

This may include restricting future transactions, preserving relevant records or referring serious matters to the appropriate payment provider or authority.

26. CHARGEBACKS AND PAYMENT DISPUTES

If there is a genuine problem with an order, we encourage customers to contact us first so that we can attempt to resolve it.

Nothing in this Policy prevents a customer from exercising legitimate rights through their bank, payment provider or applicable consumer-protection mechanisms.

Fraudulent or knowingly false chargeback claims may be contested using available transaction and fulfilment records.

27. HOW TO CONTACT US

For returns, refunds, damaged products, incorrect orders or digital-download assistance, please contact:

Kajal Maharaj Customer Care

Email: kajalmaharajshop@gmail.com

South Africa

Please include your order number whenever contacting us about a purchase.

28. OUR COMMITMENT TO YOU

We want you to feel confident when purchasing from Kajal Maharaj.

If something genuinely goes wrong with an order, our aim is to deal with the matter fairly, professionally and as quickly as reasonably possible.

At the same time, protecting the integrity of our physical products, digital content and intellectual property allows us to continue creating high-quality products and experiences for our community.

This Policy is intended to create a fair balance between those principles while respecting your rights as a South African consumer.

© 2026 Kajal Maharaj. All rights reserved.

Returns, Refunds & Cancellation Policy — Version 1.0
Effective 17 August 2026