Refund policy

Returns & Refund Policy

At HeyPixsi, we are committed to providing premium beauty products and exceptional customer service. If you are not completely satisfied with your purchase, we're here to help.

This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act") of South Africa.

1. Online Purchase Cooling-Off Period

If you purchase a product from HeyPixsi through our online store, you may return the product within 7 days after receiving your order by notifying us in writing.

To qualify:

  • The product must be unused.
  • The product must be in its original packaging.
  • All accessories and attachments must be included.
  • The product must be returned in a resalable condition.

Unless otherwise required by law, customers are responsible for the cost of returning products under the cooling-off provisions.

Once the returned product has been inspected and approved, your refund will be processed within 5–10 business days to your original payment method.

2. Faulty, Defective or Unsafe Products

Under the Consumer Protection Act, all products sold by HeyPixsi include an implied warranty of quality for 6 months from the date of delivery.

If your product:

  • is defective,
  • develops a manufacturing fault,
  • is unsafe, or
  • does not operate as intended under normal household use,

you may return it within six months of delivery.

Following inspection, you may choose one of the following remedies:

  • Repair
  • Replacement
  • Full refund

Where a manufacturing defect is confirmed, HeyPixsi will cover the reasonable return shipping costs.

3. Hygiene & Health Protection

Because our beauty devices come into direct contact with the skin, certain returns cannot be accepted for hygiene reasons.

Unless the product is defective or required by law, we cannot accept returns where:

  • The product has been used.
  • Any suction attachment has been used on skin.
  • Protective seals have been removed (where applicable).
  • The product is not in a hygienic condition.
  • The product cannot safely be resold.

This does not affect your rights under the Consumer Protection Act if the product is defective.

4. Incorrect, Damaged or Missing Items

If your order arrives:

  • damaged,
  • incomplete,
  • incorrect, or
  • appears to have been tampered with,

please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Photographs of the packaging
  • Photographs of the product
  • A brief description of the issue

This allows us to investigate the matter promptly with our courier partner.

5. Non-Returnable Items

The following items cannot be returned unless defective or where required by law:

  • Used beauty devices
  • Used attachments
  • Gift cards
  • Clearance or final sale items (where legally permitted)
  • Products damaged through misuse or negligence

6. Products Not Covered

HeyPixsi cannot accept responsibility for damage resulting from:

  • Accidental damage
  • Dropping the product
  • Water or liquid damage
  • Incorrect charging
  • Normal wear and tear
  • Failure to follow the instruction manual
  • Unauthorised repairs or modifications
  • Commercial or professional use

These exclusions do not limit your statutory rights under South African law.

7. Return Approval

Before returning any product, customers must first contact our support team.

Returns sent without prior approval may be refused.

8. Return Shipping

Unless the return relates to a confirmed manufacturing defect or another circumstance where the law requires otherwise:

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • Customers should use a tracked courier service, as HeyPixsi cannot be responsible for parcels lost during return transit.

9. Inspection Process

All returned products undergo inspection before any refund, replacement or repair is approved.

A return may be declined if:

  • the product shows signs of misuse,
  • components or accessories are missing,
  • the fault resulted from improper use,
  • the product has been intentionally damaged,
  • the product has been altered or repaired by an unauthorised person.

10. Refund Processing

Approved refunds will be issued using the original payment method used for the purchase.

Depending on your payment provider, refunds may take 5–10 business days to reflect in your account after being processed.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us.

HeyPixsi Customer Support

📧 Email: heypixsi.customersupport@gmail.com

Please include your order number in all correspondence.