Refund policy

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.