Refund policy

 

Last updated: 2026

1. Website Ownership, Online Purchases and Customer Agreement

1.1 The website www.purelyradiant.co.za (“Website”) is owned and operated by Oculeus Pty Ltd, trading as " Purely Radiant "  Shopify Store, registration number 2020/871803/07 (“Purely Radiant”, “we”, “us” or “our”). Purely Radiant is a retailer of cosmetics, skincare, supplements, wellness products, beauty devices and related goods.

1.2 The Website enables consumers and customers (“You” or “Your”) to purchase the products shown on the Website (“Products”), subject to product availability, payment approval, fulfilment availability, delivery availability, and compliance with these Terms, our Website Terms of Service, Privacy Policy, Shipping Policy and any other applicable store policies.

1.3 Purely Radiant is based in South Africa and may make Products available for delivery within the Republic of South Africa and to selected international destinations supported at checkout. International delivery is subject to courier availability, fulfilment partner availability, customs requirements, import restrictions, payment acceptance and applicable law.

1.4 By accessing, browsing, registering an account, placing an order, using the Website, subscribing to communications, or completing a transaction on the Website, You will be deemed to have read, understood and accepted this Returns, Refunds & Chargeback Policy, together with the Purely Radiant Website Terms of Service, Privacy Policy and Shipping Policy.

1.5 Where account registration is available or required, You agree to provide accurate, current and complete information. You are responsible for keeping Your account login details secure and for all activity that takes place under Your account.

1.6 When You access or use the Website, register an account, place an order, contact us, send an email to info@purelyradiant.co.za, sign up for the Purely Radiant newsletter, or opt into marketing communication, You agree that Purely Radiant may send You electronic communications relating to Your account, order, transaction, delivery, refund, return request, customer support query or other service-related matter.

1.7 Marketing communications will only be sent where permitted by law or where You have consented to receive them. You may opt out of marketing communications at any time by using the unsubscribe link, opt-out option, or by contacting us. Please note that even if You opt out of marketing, we may still send You necessary transactional or service-related communications relating to orders, payments, deliveries, returns, refunds or legal notices.

1.8 When You access or use the Website, You warrant and undertake that You are over the age of 18, or that You are using the Website with the consent and assistance of Your legal guardian. You further warrant that You will not access or use the Website for any purpose that is unlawful, fraudulent, abusive, prohibited by applicable law, prohibited by these policies, or harmful to Purely Radiant, Oculeus Pty Ltd, Shopify, our payment providers, suppliers, fulfilment partners or customers.

1.9 Any unauthorised commercial use of the Website, unauthorised resale of Products, abuse of promotions, misuse of refunds or returns, fraudulent payment activity, chargeback abuse, scraping, copying, automated purchasing, or use of the Website in a manner not intended by Purely Radiant is expressly prohibited.

 

2. Return Rules Summary

Returns are accepted within 14 days of delivery for eligible unused, unopened items in their original packaging.

Return shipping is the customer’s responsibility unless the item arrived damaged, defective, incorrect, or the return is due to our error.

No restocking fee is charged for approved returns. However, original shipping fees, return shipping fees, customs duties, import taxes, handling fees and any loss in product value may be deducted where permitted by law.

Final sale, clearance, promotional, opened, used, unsealed, hygiene-sensitive, skincare, wellness, oral-care, supplement and personal-care products are not returnable unless damaged, defective, incorrect, unsafe, or required by applicable law.

Nothing in this policy is intended to limit, exclude or override any rights You may have under applicable consumer protection laws.

 

3. Return Window

We accept returns within 14 days of delivery for eligible items.

To qualify for a return, the item must be:

• unused;
• unopened;
• unsealed only where the item is not hygiene-sensitive;
• in its original packaging;
• in the same condition that You received it;
• complete with all accessories, manuals, seals, labels and packaging where applicable; and
• returned with Your order number or proof of purchase.

If Your return request is submitted after 14 days from delivery, we may not be able to accept the return unless the Product is defective, damaged, incorrect, unsafe or returnable under applicable law.

 

4. Hygiene and Personal-Care Products

For hygiene and safety reasons, we cannot accept returns of opened, used or unsealed:

• skincare products;
• beauty products;
• makeup products;
• hair-care products;
• body-care products;
• oral-care products;
• wellness supplements;
• gummies;
• creams;
• masks;
• serums;
• personal-care items;
• products that come into contact with the skin, mouth, face, body or hair.

Once a beauty, wellness, supplement or personal-care product has been opened or used, it cannot be resold or returned to inventory.

This does not apply where the item is defective, damaged, unsafe, incorrectly supplied, or where applicable law requires a different remedy.

 

5. Non-Returnable Items

The following items are not eligible for return unless defective, damaged, incorrect, unsafe or required by law:

• opened or used skincare, makeup, hair-care, body-care, oral-care, wellness or personal-care products;
• opened or used supplements, gummies or ingestible products;
• items without original packaging;
• products with broken seals or removed protective packaging;
• used beauty devices or personal-care devices;
• items damaged through misuse, negligence or failure to follow instructions;
• gift cards or vouchers;
• final sale, clearance or promotional items;
• products purchased from a third-party retailer, marketplace or unauthorised seller;
• products customised, personalised or specially ordered for You.

 

6. Sale, Promotional and Discounted Items

Sale, clearance, promotional or discounted items may only be returned if they are:

• unused;
• unopened;
• in original packaging;
• returned within 14 days of delivery; and
• accompanied by proof of purchase.

Final sale items cannot be returned unless defective, damaged, incorrect, unsafe or returnable under applicable law.

Discount codes, including promotional codes such as GLOW10, do not change Your statutory rights. However, refunds will be calculated based on the amount actually paid after the discount was applied.

 

7. Defective Products

If a Product is defective, You may be entitled to a repair, replacement, refund or another appropriate remedy in line with applicable consumer protection laws.

A Product will not usually be considered defective where the issue results from:

• normal wear and tear;
• incorrect use;
• misuse or abuse;
• accidental damage;
• failure to follow Product instructions;
• improper storage;
• exposure to heat, moisture or unsuitable conditions;
• unauthorised modification or repair;
• use contrary to manufacturer guidelines;
• an expected reaction where the Product was used despite known allergies, sensitivities or warnings.

If You believe Your Product is defective, contact us as soon as possible with evidence so we can assess the issue.

 

8. Damaged, Defective or Incorrect Items

Please inspect Your order when it arrives.

If Your item arrives damaged, defective or incorrect, contact us within 14 days of delivery at:

info@purelyradiant.co.za

Please include:

• Your order number;
• Your full name and email address used at checkout;
• a clear description of the issue;
• clear photos of the item;
• photos of the Product packaging;
• photos of the outer shipping package;
• photos of the shipping label, where possible.

Please do not dispose of the item or packaging until we have reviewed Your claim. The Product and packaging may be required for courier, supplier, fulfilment partner or payment-provider investigation.

Once we review the issue, we may offer a replacement, refund, store credit or another appropriate resolution where applicable.

 

9. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, unsafe or the return is due to our error.

Original shipping fees are non-refundable unless the return is due to our error or where required by applicable law.

For international returns, the customer is responsible for return shipping costs, customs fees, duties, taxes, courier charges and any other costs associated with returning the item, unless the issue was caused by our error or applicable law requires otherwise.

We recommend using a tracked shipping method when returning items. We are not responsible for return parcels that are lost, delayed or damaged in transit.

 

10. Return Procedure

To request a return, email us at:

info@purelyradiant.co.za

Include:

• Your order number;
• the item You want to return;
• the reason for the return;
• photos where relevant; and
• Your contact details.

Do not send any item back before receiving return instructions from us.

Returns sent without approval may be refused, delayed or returned to the sender.

If Your return is approved, we will provide instructions on where and how to return the item.

 

11. Payment, Refunds, Card Acquiring and Security

Purely Radiant accepts the payment methods made available at checkout. Available payment methods may vary depending on your country, currency, payment provider availability, fraud checks, and Shopify checkout settings.

We accept most major payment methods where available, including credit cards, debit cards, bank transfers, prepaid cards, digital wallet options, and other localised payment options. Payment availability may vary by country and may change from time to time.

By making payment using any supported payment method, you confirm that:

• you are authorised to use the selected payment method;
• the payment information you provide is accurate and complete;
• there are sufficient funds or credit available to cover the transaction;
• the transaction is not fraudulent, unauthorised, or made using stolen payment details; and
• you will not misuse the payment, refund, dispute, or chargeback process.

Payments are processed securely through Shopify checkout and/or third-party payment providers integrated with our store. Purely Radiant does not directly store your full card number, CVV/CVC, banking authentication details, or sensitive payment credentials on our own servers.

Your payment information may be processed by Shopify, payment gateways, banks, card networks, digital wallet providers, fraud-prevention providers, and other authorised payment service providers in accordance with their own terms, security standards, and privacy policies.

Your personal details may be stored by Purely Radiant and/or Shopify for order processing, customer support, fraud prevention, accounting, legal compliance, fulfilment, refunds, returns, and dispute management.

The merchant outlet country is South Africa. The transaction currency may be South African Rand (ZAR) or another currency shown at checkout, depending on your location, Shopify settings, payment availability, and currency conversion options.

Where a refund is approved, it will usually be processed back to the original payment method used for the purchase, where possible. If a refund cannot be processed to the original payment method, we may request additional verification before arranging another lawful refund method.

Approved refunds are submitted to the relevant payment provider after approval. Once processed, the time it takes for funds to reflect in your account depends on your bank, card issuer, payment provider, country, and payment method.

As a general guide:

• approved card refunds may take approximately 5–10 business days to reflect after processing;
• bank transfer refunds may take longer depending on banking timelines;
• international refunds may take longer due to banking, currency conversion, or payment-provider processing times;
• where store credit is issued, it will be provided according to the instructions sent to you;
• where a refund cannot be processed to the original payment method, additional verification may be required.

We may require identity, banking, order, delivery, or payment verification before processing certain refunds, especially where fraud risk, mismatch of details, failed payment reversal, unusual activity, or chargeback activity is identified.

Refunds will not be issued to a different person or unrelated third-party account unless required by law or approved after verification.

Once Your return is received and inspected, we will notify You whether the refund has been approved or declined.

If approved, the refund will be issued to the original payment method where possible.

Please allow approximately 5–10 business days for the refund to appear after processing, depending on Your bank, payment provider and country. International refunds may take longer due to banking, payment-provider or currency-processing times.

Refunds may exclude:

• original shipping fees;
• return shipping costs;
• customs fees;
• import duties;
• payment-provider fees where non-refundable;
• handling costs where permitted by law;
• any loss in Product value caused by use, damage, missing packaging or missing accessories.

Where a discount code was used, the refund will be based on the discounted amount actually paid.

 

13. No Restocking Fee

We do not charge a restocking fee for approved returns.

However, this does not prevent us from deducting reasonable costs where permitted by law, including:

• original shipping fees;
• return shipping costs;
• customs duties;
• import taxes;
• handling fees;
• costs caused by incorrect customer information;
• loss in Product value caused by use, damage, missing packaging or missing accessories.

 

14. Store Credit and Replacements

In some cases, we may offer store credit or a replacement instead of a refund.

Store credit is not redeemable for cash unless required by applicable law.

Replacement items are subject to stock availability and supplier fulfilment timelines.

If a replacement is unavailable, we may offer a refund or store credit where appropriate.

 

15. Order Cancellations

If You need to cancel an order, contact us as soon as possible at:

info@purelyradiant.co.za

We will do our best to help, but we may not be able to cancel an order once it has been processed, packed, dispatched or submitted to a supplier, courier, carrier or fulfilment partner.

Because Purely Radiant may use local and international fulfilment partners, cancellation may not be possible once fulfilment has started.

If cancellation is not possible, You may need to follow the return process after delivery, where eligible.

 

16. Late, Missing or Delayed Orders

Purely Radiant works with local and international suppliers and fulfilment partners. Estimated delivery is generally 7–15 business days after processing, but delays may occur due to courier networks, customs, supplier delays, public holidays, address issues or events outside our control.

A delayed order does not automatically qualify for cancellation, refund or chargeback where the order is still in transit and within a reasonable delivery window.

If an order is significantly delayed, contact us so we can investigate with the courier, supplier or fulfilment partner.

 

17. Delivered but Not Received

If tracking shows that Your order has been delivered but You have not received it, please first check with:

• household members;
• neighbours;
• building reception;
• security;
• mailroom;
• office front desk;
• local courier branch;
• local carrier office.

If You still cannot locate the parcel, contact us with Your order number and tracking details.

We may need to wait for the courier, carrier, supplier or fulfilment partner to complete an investigation before offering any replacement, refund or store credit.

 

18. Refused Delivery, Failed Delivery and Uncollected Packages

If a package is returned because of:

• an incorrect or incomplete address;
• failed delivery attempts;
• refusal of delivery;
• unpaid customs duties or import taxes;
• failure to collect the parcel;
• inability to contact the customer;
• customer failure to provide required customs or delivery information,

we may deduct reasonable shipping, return, handling, customs or fulfilment costs from any refund, where permitted by law.

If reshipment is possible, additional shipping fees may apply.

 

19. International Orders

International orders may be subject to customs duties, VAT, import taxes, clearance fees, brokerage fees or other charges imposed by the destination country.

These charges are the customer’s responsibility unless checkout clearly states otherwise.

International customers are responsible for ensuring that products ordered from Purely Radiant may lawfully be imported into and used in their country.

We are not responsible for customs delays, customs decisions, import restrictions or additional charges imposed by local authorities.

 

20. Chargebacks and Payment Disputes

We take customer concerns seriously and encourage You to contact us first before opening a payment dispute or chargeback.

If You have an issue with Your order, email us at:

info@purelyradiant.co.za

Please include Your order number and details of the issue so we can try to resolve it quickly.

Opening a chargeback while also requesting a refund, replacement or store credit from us may delay resolution because payment providers may restrict our ability to process refunds once a dispute is active.

If a payment dispute or chargeback is opened, we may submit relevant evidence to the payment gateway provider, Shopify, the card issuer, the acquiring bank, the payment network or another relevant payment provider.

 

21. Fraudulent or Abusive Chargebacks

We reserve the right to investigate and challenge chargebacks or payment disputes that appear to be fraudulent, abusive, misleading or inconsistent with order records.

Examples may include:

• claiming an order was not received when tracking shows delivery;
• claiming an item was incorrect or damaged without providing evidence;
• using a Product and then filing a chargeback to avoid payment;
• requesting a refund from us while also filing a chargeback;
• falsely claiming an unauthorised transaction;
• refusing delivery and then disputing the charge;
• providing an incorrect address and then disputing non-delivery;
• abusing discount codes, promotions or return policies;
• making repeated disputes inconsistent with purchase history;
• submitting false information to a payment provider, bank or card issuer;
• attempting to obtain both the Product and the refunded payment.

Where we reasonably suspect fraud or abuse, we may:

• provide evidence to  Shopify, the payment provider, card issuer or bank;
• refuse future orders;
• cancel pending orders;
• suspend customer accounts;
• block related payment methods, email addresses or delivery addresses;
• recover amounts owed where permitted by law;
• report fraudulent conduct to payment processors, fraud-prevention partners, law enforcement or other relevant authorities where appropriate.

Nothing in this section prevents genuine customers from exercising lawful chargeback rights where a valid issue exists.

 

22. Evidence Used in Disputes

For order disputes, fraud investigations or chargeback responses, we may rely on evidence such as:

• order confirmation;
• checkout details;
• billing and shipping information;
• IP address or device information where available;
• payment authorisation records;
• fraud analysis results;
• customer communication history;
• delivery tracking;
• courier delivery confirmation;
• proof of dispatch;
• Product photos;
• packaging photos;
• return inspection findings;
• refund history;
• prior order or dispute behaviour;
• Shopify or payment-provider records.

Personal information used in such investigations will be handled in accordance with our Privacy Policy and applicable data protection laws.

 

23. Abuse of Returns or Refund Policy

We may refuse returns, refunds or future orders where we reasonably believe a customer is abusing our return, refund or promotion policies.

Examples of abuse may include:

• excessive returns;
• repeated claims of missing parcels;
• repeated claims of damaged or incorrect items without sufficient evidence;
• returning used Products as unused;
• tampering with Products;
• returning different items from those purchased;
• using Products and attempting to return them as unopened;
• threatening chargebacks to obtain refunds outside this policy;
• attempting to obtain both a refund and the Product;
• using multiple accounts, addresses or payment methods to avoid policy limits.

Where appropriate, we may limit account access, cancel orders or refuse further transactions.

 

24. Refunds After Chargebacks

If You open a chargeback or payment dispute, we may be unable to issue a direct refund while the dispute is under review by the payment provider, bank or card issuer .

If the chargeback is resolved in Your favour, the payment provider, bank or card issuer may issue the refund directly.

If the chargeback is resolved in our favour and You are still eligible for a refund under this policy, we may process the refund after the dispute has closed, where appropriate.

 

25. Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot be excluded under applicable law.

If any part of this policy conflicts with mandatory consumer protection law that applies to You, the mandatory law will apply to the extent of the conflict.

South African customers may have rights under applicable South African consumer protection laws.

International customers may have rights under the mandatory consumer laws of their country of residence, where those laws apply.

 

26. Contact Us

For return, refund or order-dispute questions, please contact us at:

Purely Radiant
Operated by Oculeus Pty Ltd
Registration Number: 2020/871803/07
Email: info@purelyradiant.co.za
Website: www.purelyradiant.co.za
Address:

16 Frederick Street
Marshalltown
Johannesburg
2001
South Africa

VAT Number: N/A

Please include Your order number so we can assist You faster.