Refund policy

 

Returns, Exchanges & Refunds Policy

Last updated: 10 August 2025

1. Our Commitment to You

We want you to be completely satisfied with your purchase. This policy explains when and how you can return, exchange, or request a refund for products bought from Kaplyn Barber, Salon & Gifts (online or in-store), in line with the Consumer Protection Act (CPA).

2. Return & Exchange Eligibility

You may return or exchange an item within 7 days of receiving it if:

  • The item is unused, unopened, and in its original packaging
  • You have proof of purchase (receipt or order confirmation)

3. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are non-returnable unless they are defective:

  • Personal care products (shampoos, conditioners, styling products, grooming items)
  • Hair brushes, combs, and tools that have been used
  • Piercing jewellery
  • Gift vouchers or digital products
  • Perishable goods

4. Defective or Damaged Items

If you receive a faulty, damaged, or incorrect item:

  • Notify us within 7 days of delivery/collection at admin@dekaplyn.co.za
  • Provide your order number and clear photos of the issue
  • We will arrange repair, replacement, or refund in accordance with the CPA

5. Refunds

  • Refunds will be processed via the original payment method (PayFast, Yoco, PayPal, or cash if paid in-store)
  • Refunds may take 5–10 business days to reflect, depending on your bank/payment provider
  • Shipping fees are non-refundable unless the return is due to our error or a defective product

6. Exchanges

  • Exchanges are subject to stock availability
  • If the replacement item is of a higher value, you will need to pay the difference before shipping/collection

7. Return Shipping Costs

  • Customers are responsible for return courier costs unless the item is defective, damaged, or incorrect due to our error
  • Returns must be sent via a trackable courier service (e.g., Courier Guy, PostNet)

8. In-Store Returns

You may return or exchange online purchases at our physical store:
21 Van den Berg Street, Riversdale, 6670
Bring your proof of purchase and the original product packaging.

9. Services (Salon & Barber)

  • Once a service has been completed, refunds are not available unless the service was not carried out with reasonable skill and care (CPA Section 54)
  • If you have a complaint about a service, notify us immediately before leaving the salon so we can resolve the issue
  • Important: You are responsible for disclosing any allergies or medical conditions before treatment (see our Terms of Service and Privacy Policy)

10. How to Start a Return or Exchange

  1. Email admin@dekaplyn.co.za with:
    1. Your order number
    2. Reason for return/exchange
    3. Photos if the product is damaged/faulty
  2. Wait for our team to confirm return instructions
  3. Send the product back using a trackable courier

11. Contact Us

If you have any questions about returns, exchanges, or refunds, contact us at:
📧 admin@dekaplyn.co.za
📍 21 Van den Berg Street, Riversdale, 6670, South Africa