Refund policy

Refund & Returns Policy – Urban Mist
1. GENERAL POLICY
To the maximum extent permitted by South African law, all sales made through Urban Mist are final once delivered.
Refunds, returns, or exchanges will only be considered where strictly required by applicable legislation, and only if all conditions set out in this policy are fully met.
2. NO CHANGE-OF-MIND RETURNS
In accordance with the Consumer Protection Act 68 of 2008 (CPA), customers have no right to return goods or claim a refund based on:
Change of mind
Personal preference
Dissatisfaction
Expectations not being met
All purchases from Urban Mist are made at the customer’s own discretion and risk.
3. HYGIENE & HEALTH EXCLUSION
Due to health, safety, and hygiene reasons, Urban Mist does not accept refunds or returns for any product that has been:
Opened
Used
Tested
Tampered with
This applies regardless of usage duration, unless the product is proven to be defective upon delivery.
4. DEFECTIVE GOODS (SECTION 56 – CPA)
In terms of Section 56 of the Consumer Protection Act, customers may return goods that are:
Defective
Unsafe
Not of acceptable quality
ONLY IF:
The defect existed at the time of delivery
The return is requested within six (6) months of delivery
The product has not been misused, altered, or damaged
Upon verification, the customer may choose one of the following remedies:
Repair
Replacement
Refund
Urban Mist reserves the right to inspect and test all returned products before approving any remedy.
5. COOLING-OFF PERIOD – ONLINE PURCHASES (ECTA)
In accordance with Section 44 of the Electronic Communications and Transactions Act 25 of 2002:
Customers may cancel an online purchase within seven (7) days of receiving the goods
This right does not apply to:
Opened or used products
Hygiene-sensitive goods
Products returned without original packaging
Conditions:
Products must be unused, unopened, and in original condition
Customers are responsible for all return shipping costs
Original delivery fees are non-refundable
6. STRICT RETURN CONDITIONS
To qualify for a return (where legally applicable), items must:
Be unused and unopened
Be in original packaging
Include all accessories and components
Be returned within the applicable legal timeframes
Returns that do not meet all criteria will be rejected without refund.
7. NON-RETURNABLE ITEMS
The following items are non-returnable under any circumstances, unless defective upon delivery:
Opened or used products
Hygiene-sensitive items
Promotional or clearance items
Bundled or gifted items
8. REFUND PROCESSING
Approved refunds will be processed using the original payment method
Refunds may take 7–14 business days to reflect
Urban Mist is not responsible for delays caused by banks or payment processors
9. LIMITATION OF LIABILITY
To the fullest extent permitted by law:
All products are used entirely at the customer’s own risk
Urban Mist makes no medical, health, or therapeutic claims
Urban Mist shall not be liable for:
Personal injury
Illness or allergic reactions
Long-term health effects
Indirect or consequential damages
Customers are responsible for determining whether products are suitable for their personal use.
10. RETURNS REQUESTS
All return requests must be submitted in writing and approved before any item is returned.
Unauthorised returns will not be accepted.