At Proliana, we are committed to providing our customers with the highest quality beauty products. However, we understand that there may be circumstances where you need to return a product. Our return and refund policy is designed to offer you a smooth and hassle-free shopping experience, in full compliance with South African consumer protection laws.

1. Conditions for Returns

• Return Period: You have 14 days from the date of receiving your order to return a product.
• Product Condition: Returned items must be in their original condition, unused, unopened, and in their original packaging. Any product that has been used, damaged, or opened will not be accepted for return or refund.
• Exceptions: Promotional items, sale items, or personalized products are not eligible for return or refund unless there is a manufacturing defect or an error on our part.

2. Return Process

• Return Request: To initiate a return, please contact our customer service team at [email] or via our phone number [number]. Provide your order number, reason for return, and photos of the product if necessary.
• Return Shipping: Once your return request is approved, you will receive instructions on how to return your product. Return shipping costs are the customer’s responsibility unless the product is defective or there was an error on our part.

3. Refund Process

• Processing Time: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund request. This process can take up to 7 business days after receiving your return.
• Refund Method: If approved, your refund will be processed through your original payment method. Depending on the payment method, refunds may take 5 to 10 business days to appear in your account.
• Refund Amount: The refunded amount will be for the price of the returned product, excluding shipping costs, unless the product was defective or the return was due to our error.

4. Exchanges

We do not offer direct exchanges. If you wish to purchase another product, please follow the return process to receive a refund and then place a new order for the desired item.

5. Defective Products or Order Errors

If you receive a defective product or if we made an error with your order, please contact us immediately. We will cover the return shipping costs and offer either a replacement or a full refund.

6. Consumer Rights Compliance

Proliana operates in full compliance with South African consumer protection laws, including the Consumer Protection Council Act. Our customers’ rights are paramount, and we ensure that all our practices align with these regulations. If you believe your rights have not been upheld, we encourage you to contact us immediately so we can resolve the issue.

7. Contact Information

For any questions regarding our return and refund policy, please contact us at contact@proliana.com or via our phone number +1 (507) 203-6280.

At Proliana, your satisfaction is our priority. We are here to ensure you have a pleasant and worry-free shopping experience.