Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@nalastudiohairandskincare.store. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@nalastudiohairandskincare.store.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@nalastudiohairandskincare.store.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Submit a return request
Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.
Sign in to your account: In the "Email" field, enter your email address, and then click "Continue".
In your email account, open the email sent from our store and copy the six-digit verification code included in the email. Go back to the online store, and then enter a six-digit verification code.
Click "Request return" for the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
You can also contact us at hello@nalastudiohairandskincare.store.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@nalastudiohairandskincare.store.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@nalastudiohairandskincare.store.
RETURN POLICY
Effective from: 1 September 2026
We want you to be happy with your Nala Studio Hair & Skin Care purchase. If there is a problem with your order, please contact us and we will do our best to resolve it fairly and efficiently.
Change-of-Mind Returns
Where applicable under South African consumer law, eligible online purchases may be returned within the applicable statutory period.
Products being returned because of a change of mind should generally be:
- Unused
- Unopened
- In their original packaging
- In a condition suitable for resale
- Accompanied by proof of purchase
Because our products include hair-care and cosmetic products, opened or used products may not qualify for a change-of-mind return where a hygiene exception applies.
Incorrect Products
If we accidentally send you the wrong product, please contact us at:
hello@nalastudiohairandskincare.store
We will assess the issue and, where appropriate, arrange a replacement or other suitable remedy.
Defective or Damaged Products
If you receive a product that is defective, damaged or does not meet applicable consumer requirements, please contact us as soon as possible.
Please provide your:
Order number + photographs of the product + description of the issue
We will assess the matter and provide the appropriate remedy in accordance with applicable law.
Hygiene & Sealed Products
For hygiene and safety reasons, opened or used hair-care and cosmetic products may not be eligible for change-of-mind returns where the applicable legal exception applies.
This does not affect your statutory consumer rights relating to defective, unsafe or non-conforming products.
REFUND POLICY
Effective from: 1 September 2026
At Nala Studio Hair & Skin Care, we aim to handle refunds fairly and transparently.
Refunds May Be Provided Where:
A refund may be applicable where:
- We are unable to fulfil your order.
- You receive the wrong product.
- Your product is defective or unsafe.
- Your order is materially different from what you purchased.
- An eligible return or cancellation is approved.
- You have a statutory right to a refund under applicable South African consumer law.
Change-of-Mind Refunds
Where a change-of-mind cancellation or return is permitted under applicable law, the product must meet the relevant return requirements.
Opened or used hair-care and cosmetic products may not qualify for change-of-mind refunds where the applicable hygiene exception applies.
Refund Method
Approved refunds will generally be processed using the original payment method where reasonably possible.
Please allow additional time for your bank or payment provider to reflect the funds in your account.
Cancellation Before Dispatch
If you wish to cancel your order, please contact us as soon as possible at:
hello@nalastudiohairandskincare.store
If your order has not yet entered the fulfilment or dispatch process, we will do our best to accommodate your request.
Our Commitment
We are a growing small business, and every order means a great deal to us. We are committed to treating our customers with fairness, honesty and respect while maintaining the quality and hygiene standards of our products.
If you have any concerns about your order, please contact us first so that we can work with you toward a suitable resolution.