Returns & Exchanges

Returns & Exchanges Policy

Last updated: September 2026

Your satisfaction matters to us. Please read this policy carefully. Nothing in this policy limits or excludes any rights you have under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable South African law.

1. Exchanges

We offer exchanges within 7 days of the date you received your order. To qualify for an exchange, the product must be:

  • Unused and unopened
  • In its original condition and original packaging
  • Accompanied by proof of purchase (order number)

Due to the hygienic nature of beauty and skincare products, we are generally unable to exchange opened or used products. This exception applies to the extent permitted by South African law.

2. No Refunds for Change of Mind

We do not offer refunds for change of mind, incorrect product selection, or products that have been opened or used, except where required by applicable South African consumer law.

3. Wrong Product Received

If you receive a product that is different from what you ordered, please contact us within 7 days of receiving your order. We will provide an appropriate remedy in accordance with the Consumer Protection Act, which may include a replacement, exchange, or refund at no cost to you.

4. Order Not Received

If your order does not arrive within the estimated delivery timeframe, please contact us so we can investigate. We will work to resolve the matter in accordance with our Shipping Policy and applicable South African consumer law. Where an order is confirmed as lost, we will provide an appropriate remedy.

5. Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 7 days of receiving your order with your order number and photographs of the damage. We will assess your request and provide an appropriate remedy in accordance with the Consumer Protection Act, which may include a replacement, repair, or refund.

6. How to Request an Exchange or Report an Issue

  1. Contact us through our Contact page within the applicable timeframe.
  2. Include your order number.
  3. Describe the issue clearly and attach relevant photographs where applicable (e.g. wrong product, damage).
  4. Our team will respond within 2–3 business days with instructions on how to proceed.
  5. Do not return any product without first receiving instructions from us, as unauthorised returns may not be accepted.

7. Return Shipping Costs

  • Wrong product or defective product: 1Cart will cover the cost of return shipping.
  • Eligible exchange (unused/unopened, change of product): The customer is responsible for the cost of returning the product to us. We will cover the cost of sending the replacement product.

8. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Protection Act 68 of 2008. If you believe your statutory rights have not been met, you may contact the National Consumer Commission at www.thencc.gov.za.

9. Contact Us

For all exchange requests and order issues, please contact us through our Contact page. We are here to help and will do our best to resolve your concern fairly and promptly.