Refund policy
Refund and Cancellation Policy
Last updated: 10 October 2026
At Utopia Hair, we want our customers to shop with confidence. This policy explains how we handle cancellations, returns, exchanges and refunds.
1. Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible using the contact details on our website.
Orders that have not yet been processed or dispatched may be eligible for cancellation.
Once an order has been dispatched, cancellation may no longer be possible, and the applicable return procedure will apply. This does not affect any cancellation rights provided by law.
2. Change of Mind
Where a change-of-mind return is permitted by applicable law, the relevant statutory conditions and any permitted return costs will apply.
For hygiene and product-safety reasons, we ask customers to contact us before returning haircare products, cosmetics or personal-use items. Opened or used products may not qualify for a discretionary change-of-mind return where an applicable legal exception applies.
This does not remove any statutory rights relating to defective, unsafe, incorrectly supplied or otherwise legally returnable products.
3. Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect product, please contact us promptly.
Where possible, provide:
* Your order number.
* A description of the problem.
* Photographs of the product, packaging or damage, if available.
We will assess the matter and arrange an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances and the customer’s legal rights, this may include a repair, replacement, refund or other appropriate resolution.
Under the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery for an applicable remedy, subject to the Act’s requirements.
4. Refunds
Once a refund has been approved, it will generally be processed through the original payment method where possible.
The time taken for the funds to appear in your account may depend on the payment provider or bank.
Any refund will be handled within the timeframe required by applicable law. We will communicate with you if additional information is needed.
5. Return Shipping
Where a return is required, we will explain the return arrangements.
Return costs will be allocated in accordance with applicable law and the reason for the return. Customers will not be required to bear costs that the law places on the supplier.
6. Missing Orders
If your parcel has not arrived within the estimated delivery period, please contact us with your order number. We will investigate the shipment with the relevant delivery provider and advise you on the next steps.
7. How to Request a Return or Refund
Contact Utopia Hair through the contact details published on our website. Please include your order number and explain whether you are requesting a cancellation, return, exchange or refund.
Please wait for return instructions before sending products back.
8. Your Consumer Rights
Nothing in this policy limits or excludes rights available to consumers under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African legislation.
Thank you for shopping with Utopia Hair.