Refund policy

Your happiness matters to us. If something isn’t quite right with your order, we’re here to help. The policy below explains how returns, refunds, and exceptions work so you know exactly what to expect.

Return Window
We offer a 15 day return window from the date you receive your order, except for items that are non-returnable and non-refundable, as outlined below.

Non-Returnable Items
The following items are not eligible for return, exchange, or refund under any circumstances: personal care and beauty products, custom or personalised items, hazardous materials or flammable liquids, and all sale items and gift cards, which are final sale.

By completing a purchase, you acknowledge and agree that these items are excluded from our returns and refunds policy.

Eligibility for Returns and Refunds
For items that are eligible, returns or refunds will only be considered if the item is unused, unworn, unopened, and undamaged.

The item must be in its original packaging, including all seals, labels, and tags.

Valid proof of purchase must be provided.

Opened, used, altered, or tampered-with items are strictly non-refundable, except where a manufacturing defect is confirmed.

Refunds will not be issued for damage caused by user error, misuse, improper application, normal wear and tear, or failure to follow product instructions.

Manufacturing Defects and Photo Evidence
Claims relating to defective, damaged, or incorrect items must be submitted within 48 hours of delivery and must include clear photographic evidence.

Photo evidence must clearly show the defect or damage, as well as the product and original packaging.

We reserve the right to request additional images or information before approving any claim.

Failure to provide sufficient photo evidence may result in the claim being declined.

How to Request a Return
To request a return, please contact hello@roxie.co.za with your order number, a description of the issue, and required photo evidence if applicable.

Approved returns will be issued a return shipping label and instructions.

Items returned without prior approval will not be accepted.

Damages, Incorrect Items and Liability
Please inspect your order immediately upon receipt.

We are not responsible for damage or issues resulting from incorrect use or application, failure to follow care or usage instructions, normal wear and tear, or third-party handling after delivery.

Any approved remedy will be limited to replacement or refund at our sole discretion.

Exchanges
We do not offer direct exchanges.

To receive a different item, the original item must be returned subject to approval and a new order placed separately.

Refund Processing
Approved refunds will be issued within up to 30 business days of inspection.

Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, please contact hello@roxie.co.za.