Policy Centre
All Policies
These policies reflect our commitments to you as a South African customer. They explain how we ship orders, handle returns, manage subscriptions, and adhere to the Consumer Protection Act. Refer to the sections below for the information you need or reach out if you would like clarification.
Consumer Rights
We comply with the Consumer Protection Act (CPA). This means that every product we sell must be of good quality, fit for the purpose it was intended, and free from defects. You have the right to receive accurate information about pricing, delivery, and return options before you purchase, and you may lodge a complaint if your rights are not respected.
- Right to Quality: Goods must be of good quality for a reasonable period; if they fail to meet that standard, you may return them even after delivery.
- Right to Cancel: For purchases made through the website (an electronic communication), you have a 7-day cooling-off period starting the day after delivery, unless the goods are perishable or were clearly personalised.
- Right to Safe Delivery: You may refuse delivery if the packaging is compromised, and you may request a replacement or refund for damaged or incorrectly described goods.
Returns Policy
We accept returns and refunds in line with the Consumer Protection Act as well as the hygiene expectations that govern cosmetic products. Below are our refund and exchange practices along with the practical steps for sending items back.
Refund Policy
14-Day Notification: If the product remains sealed, unused, and in its original packaging, you are entitled to a refund for change-of-mind returns when you notify us within 14 days of delivery.
6-Month Quality Assurance: For latent defects or issues that become apparent after delivery, notify us within six months. If the issue is covered by the CPA, we will repair, replace, or refund the order.
Refunds are issued to the original payment method only, and we will confirm the amount and timing in writing before finalising the refund.
Exchange Policy
Exchanges are available when the product is damaged, defective, or not as described. Contact us within 14 days of delivery with photographic evidence, and we will send a replacement at no additional cost.
We cannot offer exchanges for opened products that were not damaged, or for returns initiated outside the statutory timeframes.
How to Initiate a Return:
- Email hi@bomihairlabs.com with your order number, why you are returning the item, and photos if the product is damaged.
- We will issue a return authorisation and confirm whether return shipping is covered.
- Ship the product back to us using a trackable service so we can confirm receipt.
- After inspecting the returned item, we will notify you of the refund or exchange status within 7-10 business days.
Non-refundable items include opened or used products (unless defective), items returned outside the permitted window, or items damaged by misuse or improper storage. We may refuse a refund if the returned item no longer meets our inspection criteria.
Subscription Cancellation Policy
Recurring orders are managed through PayFast, who process scheduled payments on our behalf. You are free to cancel your subscription at any time, and we aim to make the process simple and transparent.
- How to cancel: Log in to your PayFast account using the email you used to subscribe and cancel the recurring profile, or email hi@bomihairlabs.com and we will cancel it for you.
- Timing: Please cancel at least 3 business days before your next scheduled delivery to avoid being charged for the upcoming order. You may keep the product, but future deliveries will stop once cancellation is confirmed.
- Refunds: We do not refund payments for subscriptions that were already processed and delivered. If you believe you were charged in error, contact us immediately so we can investigate with PayFast.
Shipping Policy
Orders are fulfilled locally and dispatched via trusted courier partners. We work with national networks that specialise in consumer parcels, and each shipment is fully trackable from the moment it leaves the warehouse.
- Processing: Orders placed before 11:00 on a business day are usually packed and collected within 1-2 business days.
- Delivery: Standard delivery is 3-5 business days within South Africa. Remote areas may take longer.
- Shipping Cost: Delivery within South Africa is complimentary for all orders.
- Tracking: Tracking details are emailed once the parcel is collected; please monitor your parcel for scheduled delivery dates.
- Failed Deliveries: If a parcel is returned to us because the address was incorrect or there was no response, we will contact you to arrange redelivery at your cost.
- International Shipping: Currently we only deliver within South Africa.
If you notice damage, missing items, or an incorrect product, notify us immediately so we can lodge a claim with the courier on your behalf. Retain all packaging until the issue is resolved.
We aim to keep you informed via email and SMS. If you need expedited shipping for a future order, let us know and we will quote you a courier rate.
Statutory Notices
In addition to the policies above, we respect authorities such as the National Consumer Commission (NCC) and will cooperate fully with any legitimate complaint procedure. You may lodge a formal complaint with the NCC if you believe your rights under the CPA have been infringed.
For questions about any of these policies or to request copies in a different format, email hi@bomihairlabs.com.
Last updated: 1/23/2026