Refund policy
Return & Refund Policy
Last updated: 10 September 2026
At Silk & Stone, we want you to feel confident when you shop with us. If something isn't right with your order, we're here to help.
This policy explains when returns and refunds are available, what condition items must be in, and how to request a return.
Nothing in this policy limits or excludes any rights you may have under applicable South African consumer protection law.
1. Change-of-Mind Returns
You may request a return within 7 days from the date your order is confirmed as delivered by the courier.
To qualify for a standard return, the item must:
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Be unused and in its original condition.
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Be returned with all original accessories, packaging and included items.
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Be free from damage caused by misuse, neglect, incorrect handling or improper storage.
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Include proof of purchase or your order confirmation.
We may inspect returned items before approving a refund.
Items that do not meet these requirements may be rejected or, where appropriate, may qualify for only a partial refund.
2. Return Shipping
For approved change-of-mind returns, the customer is responsible for arranging and paying the return shipping costs.
If the product you received is confirmed to be defective, damaged on arrival or incorrect, Silk & Stone will cover the reasonable return shipping costs in accordance with applicable law and the circumstances of the return.
Please package your return securely to help prevent damage during transit. We recommend using a tracked courier service and keeping your tracking information until your return has been received and processed.
Silk & Stone cannot be held responsible for a return parcel that is lost or damaged while being sent back by the customer when the customer arranged the return shipping.
3. Restocking Fee
For approved change-of-mind returns, a 10% restocking fee may be deducted from the refund.
This fee helps cover reasonable costs associated with inspecting, handling, repackaging and processing returned products, as well as related administrative and payment-processing costs.
The restocking fee will not apply where the return is required because the product is defective, damaged, incorrect, or where applicable law requires a refund without such a deduction.
4. Hygiene & Personal-Care Products
For hygiene and safety reasons, we may not accept change-of-mind returns for products that have been used or opened where doing so would make the product unsuitable for resale or create a hygiene or safety concern.
This may include:
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Used hair-styling tools.
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Opened personal-care products.
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Products showing visible signs of use.
This restriction does not apply where the product is defective or where applicable law requires us to accept the return.
If you are unsure whether an item can be returned, please contact us before sending it back.
5. Damaged, Defective or Incorrect Items
We take care when preparing your order, but if your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery where possible so that we can assist you as quickly as possible.
Please include:
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Your order number.
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Clear photos or videos showing the issue.
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Photos of the product packaging, including any visible damage.
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A short description explaining what is wrong.
Depending on the circumstances, we may ask for additional information or photographs to help us assess the issue.
If a product is confirmed to be defective or otherwise covered by applicable consumer protection law, we will provide the remedy required by law, which may include a repair, replacement or refund, depending on the circumstances and your applicable rights.
6. Styling Results
We want you to get the best possible results from your Silk & Stone products. However, results from hair-styling products can vary between individuals.
Hair-styling results may be affected by factors including:
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Hair type.
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Hair condition.
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Hair length and thickness.
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Styling technique.
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Heat setting used.
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Hair products used.
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Individual expectations and preferences.
A difference in styling results alone does not necessarily mean that a product is defective.
If you believe your product is not working correctly, please contact us so that we can help determine whether there is a product issue and, where appropriate, assist with troubleshooting.
7. How to Request a Return
To request a return, please email us at:
Please include your:
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Full name.
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Order number.
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Reason for the return.
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Photos or videos where relevant.
Please do not send an item back before contacting us and receiving return instructions.
Once your return request has been reviewed, we will let you know whether the return is approved and provide the relevant return instructions.
8. Inspection & Refunds
Returned products are inspected once received.
If your return is approved, your refund will be processed to the original payment method, subject to any applicable deductions described in this policy.
The amount and timing of your refund may depend on the condition of the returned product, the reason for the return and the payment method used.
If an item does not meet the return requirements, we will contact you and explain the outcome.
9. Your Consumer Rights
This policy is intended to explain our standard return process and does not remove, restrict or replace any rights you may have under applicable South African consumer protection law.
Where applicable law provides you with a right to return, repair, replacement or refund, those rights will apply regardless of the standard return periods or conditions described above.
10. Contact Us
If you have any questions about a return, refund or product issue, please contact us:
Silk & Stone
Email: silkandstoneza@gmail.com
Our customer service hours are:
Monday to Friday, excluding South African public holidays.
We will do our best to respond and assist you during our business hours.