Refunds & Returns Policy

At RuZu Beauty, we want you to love your purchase! If you're not completely satisfied, you can return eligible items within 30 days of receiving your order.

1. Returns & Refunds

To be eligible for a return:

  • The item must be in the same condition as received.

  • You may open the product to inspect it, but excessive use may result in a partial refund instead of a full refund.

  • Any product that has visible use will not be refunded.

  • The item must be returned in its original packaging (where applicable).

To start a return:

  1. Email us at hello@ruzubeauty.com with your order number and reason for return.

  2. If your return is approved, we will send you a return shipping label and instructions.

  3. Once received and inspected, we will notify you of the approval or rejection of your refund.

Important:

  • Refunds will be processed to your original payment method.

  • Processing times may vary based on your bank or payment provider.

  • Sale items and gift cards are non-refundable.

  • Shipping fees are non-refundable unless RuZu Beauty made an error.

2. Damages and Issues

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately at hello@ruzubeauty.com with photos of the issue. We will assess the situation and provide a replacement, refund, or store credit if applicable.

If your package is damaged in transit, notify us within 7 days of receiving it so we can assist with a claim.

3. Order Cancellations

  • Our system is automated, so orders cannot be cancelled once processed.

  • If a cancel option appears in your order history, you may cancel it before dispatch.

  • For urgent issues, please contact us at hello@ruzubeauty.com, and we will assist where possible.

4. Exchanges

  • We do not offer direct exchanges.

  • To get a different product, return the original item, and once the return is accepted, place a new order.

5. Shipping Costs and Responsibilities

  • Return shipping costs:

    • If returning an item due to change of mind, the customer covers the return shipping.

    • If returning an item due to damage, defect, or incorrect order, RuZu Beauty will cover the shipping.

  • Undelivered, unclaimed, or refused packages:

    • Shipping costs are non-refundable unless we made an error.

6. Consumer Rights Under South African Law

RuZu Beauty complies with the Consumer Protection Act (CPA) of South Africa, ensuring that you have the right to:

  • Return defective goods within six months for a refund, repair, or replacement.

  • Cancel online purchases within 7 days of receipt under the Electronic Communications and Transactions Act (ECTA) (excluding opened personal care items for hygiene reasons).

  • Receive goods in good condition as advertised.

For any return or refund enquiries, email us at hello@ruzubeauty.com.

We’re here to help—shop with confidence at RuZu Beauty!