Refund policy

At CLOWNHAUS, we are dedicated to your satisfaction and the quality of our products. We understand that sometimes a product may not meet your expectations, and we want to ensure a transparent and fair return process. This policy outlines our return and refund processes, ensuring compliance with the Consumer Protection Act, 2008 (CPA), which safeguards consumer rights in South Africa.

Direct Marketing Cooling-Off Period
In accordance with Section 16 of the CPA, customers who purchase products through direct marketing may cancel the transaction within five business days of receipt without providing any reason. To qualify for a full refund, items must be returned in their original, unopened condition, including all packaging and accessories.

Returns Due to Defects or Non-Conformity
Under Sections 55 and 56 of the CPA, customers are entitled to return products within six months of receipt if they are found to be defective, unsafe, or not as described. Customers may opt for a full refund, replacement, or repair of the product, subject to availability.

Return Process

  1. Reporting Issues: Contact us within 48 hours of delivery for defects, damages, or incorrect items.
  2. Proof: We request photos to assess the issue and ensure we can provide the best solution.
  3. Return Shipping: For returns covered by the CPA (defective, damaged, or incorrect items), CLOWNHAUS will bear the return shipping costs. For other returns, shipping costs are the responsibility of the customer.
  4. Refunds and Replacements: Upon inspection of the returned item, we will process your refund or replacement. Refunds are issued to the original payment method within 7-10 business days.


General Returns Policy
Aside from the CPA provisions, we offer a 30-day return period for products that do not meet customer satisfaction, provided they are in their original, unused condition. This is a voluntary extension to ensure your complete satisfaction with our products.

Return Process

  1. Contact Us: To initiate a return, please get in touch with our customer service team at support@clownhaus.com with your order number and the reason for the return. We will provide you with a Return Authorization Number (RAN) and return instructions.
  2. Shipping: Returns should be sent to our specified address along with the RAN provided. For returns due to direct marketing purchases, defects, or non-conformity, CLOWNHAUS will cover the return shipping costs. For all other returns, the customer is responsible for the shipping costs.
  3. Refunds and Replacements: We will process your refund or replacement upon receiving and inspecting the returned item. Refunds will be issued to the original payment method within 7-10 business days. For replacements, items will be shipped to you within a standard shipping timeframe, subject to stock availability.


Exclusions and Additional Information
Certain items, such as gift cards, personalized products, and specific health and personal care items, may be exempt from returns due to hygiene standards and regulations. These exclusions are in line with the CPA's guidelines on return and refund policies.

Questions?
If you have any questions regarding our return policy or need assistance with a return, please get in touch with us at support@clownhaus.com. Our team is here to ensure your satisfaction with every purchase from CLOWNHAUS.

Thank You for Choosing CLOWNHAUS
We're dedicated to providing quality skincare solutions and a shopping experience that leaves you feeling confident and cared for. Thank you for trusting us with your skincare needs.