Ippum Returns & Refund Policy

At Ippum, we are committed to providing you with high-quality beauty and skincare products. Our returns

policy is designed to be fair, transparent, and fully compliant with South African consumer law.

 

 Defective or Damaged Products.

If you receive a product that is defective, damaged, unsafe, or of poor quality, you have a legal right to return it within 6 months of the date of delivery or purchase.

 

Your Choice of Remedy:

If a product is defective within this 6-month period, you can choose one of the following remedies:

•  A full refund
• A replacement product

We respect your right to choose your preferred remedy and will not force you to accept store credit or a specific option. We will cover all costs associated with collecting, inspecting, and processing the defective product.

Exclusions:

This warranty does not cover:

 

• Normal wear and tear
•   Damage caused by incorrect use, abuse, or improper storage of the product
•  Damage resulting from alterations or tampering by the consumer
•   Expired products (if used past the expiry date indicated on packaging)

 

How to Return a Defective Product:

Please contact our customer service team immediately:

 

• Email: support@ ippum. co. z
• Phone: 0128049923

• WhatsApp: 0791815510

 

We may request photographs of the damage or defect to process your claim efficiently. Once approved, we will arrange collection at no cost to you.

 

Online Purchases - Cooling-Off Period (Change of Mind)

For products purchased through our website or online platforms, you have a legal " cooling-off" right under the ECT Act.

 

Cooling-Off Period:

You can return an unwanted product for any reason within 7 days of delivery.

 

Conditions for Return:

•  The item must be unused and unopened
• Original, saleable condition with all packaging intact
• All labels, seals, and tags must be attached
• Proof of purchase (order confirmation/invoice) must be provided

Refund:

We will issue a full refund for the product price within 14 days of receiving and inspecting the returned item. Refunds will be processed to your original payment method.

 

Return Shipping Costs:

You will be responsible for the cost of returning unwanted goods to us. We recommend using a trackable shipping method for your protection.

 

Return Address:

268 Vonkprop Rd,

Samcor Park, Pretoria, 0184

 

 

Hygiene & Safety Exclusions

Due to public health and hygiene regulations, we cannot accept returns or offer refunds for certain products once their original protective seal has been broken or the product has been used, unless the product is defective or unsafe.

This exclusion applies to:

• Opened skincare creams, serums, lotions, and oils
• Opened makeup products (foundation, mascara, lipstick, etc. )
•  Personal care items (brushes, sponges, applicators, tools)

Important:

This hygiene exclusion applies only to non-defective products. If an opened product is defective, unsafe, causes harm, or is not fit for purpose, your full CPA rights remain intact, and you can return it for a refund, replacement, or repair.

 

Allergic Reactions & Adverse Effects

While we list all ingredients on our product packaging and website, we understand that individual sensitivities vary.

 

If you experience a reaction:

• Discontinue use immediately
• Contact us at support@ ippum. co. za or 0128049923
• Provide details of the reaction and product used

Our Response:

•      If the reaction is due to a product defect or safety issue (not a known sensitivity disclosed in the ingredients list), you are entitled to a full refund.
•  If the reaction is due to a personal sensitivity to a disclosed ingredient, we will handle this on a case-by-case basis.

• We may request medical documentation or photographic evidence to assess the claim.

 

 

How to Initiate a Return

To start a return or exchange, please follow these steps:

 

Step 1 : Contact Us

Email, call, or WhatsApp us with:

• Your order number or proof of purchase
•   Details of the item(s) you wish to return
•   Reason for return (defective, change of mind, allergic reaction, etc. )
•   Photographs (if applicable)

Step 2: Await Approval

Our team will review your request and provide instructions within 3 business days.

Step 3: Package Your Return

1. Repackage the item securely to prevent damage during transit
2. Include original packaging for non-defective returns
3. Include a copy of your invoice/receipt

Step 4: Ship or Arrange Collection

• Defective products: We will arrange collection at no cost to you
• Change of mind returns (online): You are responsible for shipping costs. Send to the address provided

Step 5: Processing

Once we receive and inspect the item, we will process your refund, replacement, or credit within:

 

• 1 4 days for refunds (online cooling-off returns and defective products)
•   7 days for exchanges or store credit