01 General Policy

Halo House strives to provide quality products and customer satisfaction. Customers may request a return, exchange, or refund only in circumstances permitted by South African law and this policy. Nothing in this policy limits or removes any consumer rights that cannot legally be excluded under applicable South African law.

02 Cooling-Off Rights for Online Purchases

In accordance with ECTA, customers who purchase goods online may cancel the transaction within 7 days after receiving the goods, without providing a reason and without penalty.

Conditions:

• The customer must notify Halo House in writing within the 7-day period.
• Goods must be returned unused, undamaged, and in original condition with all packaging and proof of purchase.
• The customer is responsible for return courier costs unless goods were defective, damaged, or incorrectly supplied.
• Refunds will only be processed after inspection and approval of the returned goods.

Halo House reserves the right to refuse returns where products have been used, damaged, or are not in a resalable condition.

03 Defective, Damaged, or Incorrect Goods

Where goods are defective, unsafe, materially damaged prior to delivery, or materially different from what was ordered, Halo House may offer a repair, replacement, or refund in accordance with the CPA.

This does not apply where damage resulted from misuse, negligence, improper care, or failure to follow care instructions.

04 Change of Mind

Outside the 7-day cooling-off period described in Section 2, Halo House is not obligated to accept returns for change of mind, accidental purchases, or buyer's remorse. Where Halo House agrees to accept such a return at its discretion, the following conditions apply:

• The product must be unused, undamaged, and returned in its original packaging with all accessories and proof of purchase.
• Damaged products, or products missing their original packaging, will not be accepted under this section.
• The return request must be submitted within 14 days of the date of delivery. Requests received after this period will not be considered under this section.
• A restocking or handling fee may apply at Halo House's discretion.

05 Return Procedure

To request a return, contact Halo House via email or WhatsApp and provide:

• Order number
• Full name and contact details
• Reason for return
• Photographs where applicable

Do not return goods without prior authorisation. Halo House may reject unauthorised returns.

06 Refunds

Approved refunds will be processed using the original payment method. Halo House may delay refunds until goods are received and inspected, and may deduct lawful delivery or handling costs where permitted.

07 Non-Returnable Items

The following are generally non-returnable, unless the item is defective, damaged in transit, or incorrectly supplied:

• Digital products (The Glow Guide eBook)
• Products damaged through misuse or negligence
• Products returned without their original packaging
• Opened skincare or beauty tools, where the return is requested outside the 7-day cooling-off period described in Section 2

08 Contact