Refund policy

Dear Belle — Returns & Refund Policy

Last updated: 12 August 2026

At Dear Belle, we want you to feel confident when shopping with us. This Returns & Refund Policy explains when products purchased from Dear Belle may be returned, exchanged or refunded.

This policy applies to purchases made through our online store and is intended to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), as amended from time to time.

Nothing in this policy is intended to limit, exclude or waive any right you may have under South African law.

1. Your statutory consumer rights

Nothing in this policy affects your rights under applicable South African law.

Where a product is defective, unsafe, of poor quality, not reasonably suitable for its intended purpose, or otherwise fails to comply with the requirements of the CPA, you may have statutory rights to return the product and request an appropriate remedy.

Under section 56 of the CPA, qualifying goods carry an implied warranty of quality for six months after delivery. Where applicable, a consumer may return qualifying defective goods within this period without penalty and at the supplier's risk and expense, subject to the requirements of the CPA.

Depending on the circumstances and applicable law, the consumer may be entitled to a repair, replacement or refund.

Dear Belle will not refuse a lawful statutory remedy merely because a return falls outside our voluntary change-of-mind policy.

2. Change-of-mind returns

In addition to your statutory rights, Dear Belle may accept returns where you simply change your mind, subject to the conditions in this section.

For a change-of-mind return to be considered:

  • The return request must be submitted within 14 days of delivery.

  • The product must be unused and in its original condition.

  • The product must not have been damaged, altered, modified or misused.

  • All original accessories, components, manuals and other items supplied with the product should be included.

  • The original packaging should be included where reasonably possible.

  • The product must be in a condition that allows Dear Belle to resell it as new.

Important: For hygiene and health reasons, products that have been opened, used or otherwise brought into contact with the body may not qualify for a voluntary change-of-mind return where applicable law permits such exclusion.

This restriction does not remove or limit any statutory rights you may have in relation to defective, unsafe or otherwise non-compliant goods.

3. ECTA seven-day cooling-off period

Where your purchase qualifies for the statutory cooling-off right under section 44 of ECTA, you may cancel the transaction without providing a reason within seven days after receipt of the goods, subject to the requirements and exclusions provided for by law.

Where this statutory right applies:

  • You do not have to provide a reason for cancellation.

  • You may be responsible for the direct cost of returning the goods, as permitted by ECTA.

  • Where payment has already been made, the applicable refund will be processed in accordance with the statutory requirements.

ECTA provides that a qualifying refund following exercise of the cooling-off right must be made within the statutory period.

Nothing in this policy limits any right provided by ECTA.

4. Defective, damaged or faulty products

We take reasonable care to ensure that products supplied by Dear Belle are properly described and of acceptable quality.

If your product arrives damaged, defective, unsafe or does not function as reasonably expected, please contact us as soon as reasonably possible.

Please provide:

  • Your order number;

  • Your full name;

  • A description of the issue;

  • Clear photographs of the product; and

  • Where appropriate, a short video demonstrating the problem.

This information helps us investigate the issue efficiently.

If the product qualifies for a remedy under the CPA or another applicable law, Dear Belle will provide the remedy required by law.

Where the CPA applies, a qualifying defective product may be returned at the supplier's risk and expense and the consumer may, depending on the circumstances and applicable law, be entitled to a repair, replacement or refund.

5. Incorrect product received

If we accidentally send you the wrong product, please contact us as soon as reasonably possible.

Once the error has been verified, Dear Belle will arrange an appropriate remedy, which may include replacement with the correct product or a refund, as applicable.

Where the incorrect product was supplied due to an error by Dear Belle, we will not require you to bear costs that are properly our responsibility.

6. Product damaged after delivery

Dear Belle is not responsible for damage caused after delivery where the damage results from:

  • Misuse or abuse;

  • Accidental damage;

  • Failure to follow product instructions;

  • Improper storage;

  • Alteration or modification;

  • Attempted repairs by the customer or an unauthorised third party;

  • Use for a purpose for which the product was not intended; or

  • Normal wear and tear.

Nothing in this section limits any statutory consumer rights that may apply.

7. Hygiene-sensitive products

Because Dear Belle sells beauty and personal-care products, hygiene is extremely important.

Where permitted by law, we reserve the right to refuse voluntary change-of-mind returns for products that have been:

  • Opened;

  • Used;

  • Tested on the body;

  • Removed from protective or hygienic packaging;

  • Altered;

  • Damaged through use; or

  • Returned in a condition that creates a legitimate hygiene or health concern.

For example, a personal-care product that has been opened and used may not be suitable for resale.

This exclusion does not apply where the product is defective, unsafe or otherwise qualifies for a statutory remedy under applicable law.

8. Return condition and inspection

All voluntary returns are subject to inspection.

Dear Belle may inspect a returned product to determine whether the requirements of this policy have been met.

Where a voluntary return does not meet the applicable requirements, Dear Belle may decline the voluntary return.

Examples include products that have been:

  • Used or worn;

  • Damaged through customer misuse;

  • Modified;

  • Missing essential components;

  • Returned without required accessories;

  • Returned in an unsanitary condition; or

  • Returned outside the applicable voluntary return period.

This inspection process does not limit any statutory rights applicable to defective or non-compliant goods.

9. Return shipping costs

Change-of-mind returns

Where you are returning a product simply because you changed your mind and the return is not otherwise required to be covered by Dear Belle under applicable law, you may be responsible for the direct cost of returning the product.

Defective, incorrect or non-compliant products

Where applicable law requires Dear Belle to bear the return cost, Dear Belle will do so.

We will not require customers to bear costs that legislation places on the supplier.

10. Refunds

Once an eligible return has been received and, where appropriate, inspected, Dear Belle will process the applicable refund.

Refunds will generally be made using the same payment method used for the original purchase, unless another method is agreed upon or required by law.

Depending on the payment provider and banking institution, additional processing time may be required before the funds appear in your account.

Dear Belle is not responsible for delays caused solely by banks, payment processors or other third-party financial institutions.

Where a statutory refund deadline applies, Dear Belle will comply with the applicable statutory deadline.

11. Promotional discounts and bundles

Where an order was purchased using a promotional discount, voucher, coupon or bundle offer, any refund will be calculated with regard to the actual amount paid and the applicable terms of the promotion.

Where products were purchased as part of a bundle, Dear Belle may require the applicable bundle to be returned together where the nature of the promotion requires the products to be treated as one bundled transaction.

Nothing in this section limits a consumer's statutory rights.

12. Sale and promotional products

Products purchased during sales or promotional periods remain subject to the same statutory consumer protections applicable to ordinary purchases.

A sale price does not remove a consumer's statutory rights in respect of defective, unsafe or otherwise non-compliant goods.

However, where a product is correctly described, fit for purpose and free from defects, a voluntary change-of-mind return may be subject to the conditions applicable to that promotion.

13. Products incorrectly ordered by the customer

If you order the incorrect product, colour, variation or quantity by mistake, please contact us as soon as possible.

If the order has not yet been dispatched, we will attempt to assist with the change where reasonably possible.

Once an order has been dispatched or delivered, the applicable return and cancellation rules will apply.

14. How to request a return

To request a return, please contact Dear Belle through the contact details provided on our website.

Please include:

Subject: Return Request — [Order Number]

Information required:

  • Full name;

  • Order number;

  • Date of purchase;

  • Product being returned;

  • Reason for the return;

  • Photographs/videos where relevant; and

  • Your preferred remedy where applicable.

Do not send products back to an address unless Dear Belle has provided return instructions.

Unauthorised returns may experience delays in processing.

15. Fraudulent or abusive return claims

Dear Belle reserves the right to investigate suspicious, fraudulent or abusive return activity.

This may include, for example:

  • Repeated claims involving products that show clear signs of misuse;

  • Returning a different product from the one purchased;

  • Deliberately damaging a product and claiming it arrived damaged;

  • Providing misleading or fraudulent evidence;

  • Returning counterfeit or substituted products;

  • Repeatedly abusing voluntary change-of-mind returns; or

  • Any other conduct reasonably suspected to constitute fraud or abuse.

Where permitted by law, Dear Belle may refuse a voluntary return or take appropriate action in response to fraudulent activity.

Nothing in this section permits Dear Belle to deny a consumer a remedy that the consumer is legally entitled to receive.

16. Exchanges

Where a customer wishes to exchange a product for another colour, variation or product, the exchange will be subject to availability and the applicable return requirements.

If the requested replacement is unavailable, Dear Belle may offer an appropriate alternative or refund where required or agreed.

Statutory remedies for defective or non-compliant goods will be handled in accordance with applicable law.

17. Cancellation before dispatch

If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to stop the order from being fulfilled.

If the order has already entered our fulfilment or shipping process, cancellation may no longer be possible and the applicable return/cooling-off process may apply.

Nothing in this section limits a statutory cancellation right.

18. Limitation of this policy

Dear Belle will not use this policy to:

  • Exclude rights that cannot lawfully be excluded;

  • Waive statutory consumer protections;

  • Prevent a consumer from exercising a lawful remedy;

  • Misrepresent a consumer's legal rights; or

  • Contract out of mandatory provisions of South African consumer protection legislation.

If any provision of this policy is found to be unlawful or unenforceable, that provision will be interpreted or severed to the extent necessary while the remaining provisions continue to apply.

19. Contact us

If you have a question about a return, refund, exchange or defective product, please contact Dear Belle using the contact information displayed on our website.

We will assess each return fairly and in accordance with this policy and applicable South African law.

Dear Belle
“Celebrate the woman you are.”