TrueBloom Returns, Refunds & Exchanges Policy

Effective Date: 14 September 2026
Business: TrueBloom
Country: Republic of South Africa

At TrueBloom, we want you to be completely satisfied with your purchase. This Returns, Refunds & Exchanges Policy explains when products may be returned, exchanged or refunded and applies to purchases made through the TrueBloom online store.

This policy is intended to comply with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Nothing in this policy is intended to limit, exclude or waive any consumer right that cannot lawfully be limited, excluded or waived under South African law.

1. Our 3-Piece Body Ritual Kit

The TrueBloom 3-Piece Body Ritual Kit consists of body-care accessories intended for personal use.

Because these products are intended for direct contact with the body, hygiene and health considerations apply to returned products.

For this reason, TrueBloom reserves the right to refuse voluntary returns of products that have been opened, used, worn, washed, contaminated, damaged through use, or otherwise cannot reasonably be resold for hygiene reasons, except where the consumer has a statutory right to return the product because it is defective, unsafe, unsuitable for its intended purpose, or otherwise does not comply with applicable law.

2. Returns for Defective, Unsafe or Incorrect Products

If your product is defective, unsafe, damaged before delivery, or does not correspond with what you ordered, please contact TrueBloom as soon as reasonably possible.

Under the CPA's implied warranty of quality, consumers may have rights relating to defective or unsafe goods for six months after delivery. Depending on the circumstances, the consumer may be entitled to have the goods repaired, replaced or refunded.

Examples may include:

• A product arriving materially damaged.
• A component of the kit being defective.
• A product failing to perform its intended function because of a manufacturing defect.
• The wrong product being supplied.
• The kit being materially different from the product description.
• A product being unsafe when reasonably used for its intended purpose.

Where a return is required because of a confirmed defect, safety issue or TrueBloom's fulfilment error, TrueBloom will be responsible for reasonable return costs, subject to the requirements of applicable law.

Depending on the circumstances and the consumer's legal rights, TrueBloom may repair, replace or refund the affected product.

3. Online Purchases – Cooling-Off Right

Where a purchase qualifies as an electronic transaction under ECTA, the consumer may have a statutory right to cancel the transaction without giving a reason and without penalty within seven days after receiving the goods, subject to the exclusions and requirements contained in ECTA.

The consumer is generally responsible for the direct cost of returning the goods under this statutory cooling-off right. Where payment has already been made, ECTA provides for a refund within 14 days of cancellation.

To exercise this right, the customer must notify TrueBloom within the applicable statutory period.

The product should be returned promptly and, where reasonably possible, in its original condition and packaging.

Important: The statutory cooling-off right is separate from TrueBloom's voluntary return policy and does not remove or reduce any other rights a consumer may have under South African law.

ECTA contains exclusions from the seven-day cooling-off provision. TrueBloom will apply those exclusions where legally applicable.

4. Hygiene & Used Products

For health and hygiene reasons, TrueBloom does not accept ordinary change-of-mind returns of body-care products that have been used, worn, washed, soaked, contaminated or otherwise brought into contact with the body, where the law permits TrueBloom to refuse such a return.

This restriction does not apply to a consumer's statutory rights concerning defective, unsafe or unsuitable goods.

Customers are encouraged to inspect their products before use and contact TrueBloom immediately if there is a problem.

Where a product has been used, TrueBloom may request reasonable information, photographs or other evidence to determine whether the issue is a manufacturing defect, damage caused during delivery, misuse, or normal wear and tear.

5. Change-of-Mind Returns

If you simply change your mind about your purchase, TrueBloom will only accept the return where a statutory right applies or where TrueBloom has expressly offered a voluntary change-of-mind return.

Where a voluntary return is offered, the product must generally:

• Be unused;
• Be clean and hygienic;
• Remain in its original condition;
• Be returned with its original packaging and components;
• Not show signs of use, washing or contamination; and
• Be accompanied by proof of purchase.

TrueBloom reserves the right to reject a voluntary return where these conditions are not met.

This section does not affect any mandatory consumer rights under the CPA or ECTA.

6. Wrong Item Received

If you receive the wrong product or an incorrect kit, please contact us as soon as possible.

Please provide:

• Your order number;
• Your name;
• A description of the problem; and
• Clear photographs of the product received and its packaging.

If TrueBloom supplied the incorrect item, we will arrange an appropriate remedy in accordance with applicable consumer law and, where applicable, cover the reasonable cost of returning the incorrect item.

7. Products Damaged During Delivery

If your order arrives visibly damaged, please take photographs of:

1. The outer shipping packaging;
2. Any visible damage;
3. The product itself; and
4. The shipping label.

Contact TrueBloom as soon as reasonably possible.

Do not dispose of the packaging until the matter has been resolved, as it may be required for an investigation or courier claim.

TrueBloom will assess the matter and provide the remedy required by applicable law where the damage occurred before the product reached you.

8. Products Damaged Through Misuse

TrueBloom is not responsible for damage caused by:

• Misuse or improper use;
• Accidental damage after delivery;
• Failure to follow product-care or usage instructions;
• Modification or alteration of the product;
• Excessive force;
• Improper storage;
• Exposure to unsuitable chemicals or substances;
• Normal wear and tear; or
• Damage caused after delivery that is not attributable to a defect in the product.

Nothing in this section limits TrueBloom's liability where the law provides otherwise.

9. How to Request a Return

To request a return, contact TrueBloom using the customer-service contact details provided on our website.

Please provide:

Order number:
Full name:
Date of purchase:
Reason for return:
Photographs/video, where relevant:

For defective, damaged or incorrect products, photographs may help us resolve the matter more quickly.

TrueBloom may request additional reasonable information where necessary to assess the return.

10. Return Assessment

Once the returned product has been received, TrueBloom may inspect the product to determine:

• Whether it is defective;
• Whether it corresponds with the customer's order;
• Whether damage occurred before or after delivery;
• Whether the product has been used or contaminated;
• Whether the issue is covered by a statutory consumer right; and
• What remedy is appropriate under applicable law.

An inspection does not remove or limit any statutory consumer rights.

11. Refunds

Where a refund is legally required or approved by TrueBloom, the refund will generally be made using the original payment method where reasonably possible.

The time required for the funds to reflect in the customer's account may depend on the payment provider or financial institution.

Where ECTA's statutory cooling-off provisions apply, refunds will be handled in accordance with the statutory requirements, including the applicable 14-day refund period.

Where another statutory remedy applies, TrueBloom will comply with the applicable legal timeframe.

12. Exchanges

Where appropriate, TrueBloom may offer an exchange for the same or an equivalent product.

An exchange will not replace a consumer's statutory right to a refund where South African law requires a refund.

For hygiene reasons, exchanged body-care products may only be accepted where they satisfy the applicable return conditions, unless the exchange relates to a defective or otherwise legally non-compliant product.

13. Sale Items and Promotional Products

Discounted, promotional or sale products remain subject to all applicable statutory consumer rights.

A product does not lose its statutory warranty merely because it was purchased at a discounted price.

However, where TrueBloom clearly disclosed a particular non-material condition or imperfection before purchase and the customer knowingly accepted it, that disclosed condition may be taken into account when assessing a subsequent complaint.

14. Refunds Are Not Available for Every Change of Mind

Except where a statutory right applies, TrueBloom does not guarantee refunds simply because:

• The customer has changed their mind;
• The customer no longer wants the product;
• The customer ordered the wrong item;
• The customer does not like the colour or appearance where the product matches its description;
• The customer purchased the product by mistake; or
• The customer has used the product and subsequently decides that it is not suitable for personal preferences.

This does not affect any statutory rights available to the consumer.

15. Product Expectations

TrueBloom's products are designed for their stated and reasonably intended purpose.

Customers should read the product description and any care or usage instructions before using the product.

TrueBloom does not guarantee particular cosmetic, skin or personal-care results because individual experiences may vary.

The products should only be used for their intended purpose and in accordance with the instructions supplied with the product.

16. Consumer Rights Cannot Be Excluded

Nothing in this Returns Policy is intended to exclude, restrict or waive any right or remedy that a consumer has under the CPA, ECTA or any other applicable South African law.

Where a provision of this policy conflicts with a mandatory provision of South African law, the mandatory legal provision will prevail.

The CPA provides consumers with statutory protections concerning the quality and safety of goods, including an implied warranty of quality. Suppliers cannot simply contract out of mandatory statutory protections.

17. Fraudulent or Abusive Return Claims

TrueBloom reserves the right to investigate suspected fraudulent, dishonest or abusive return claims.

This may include situations where a customer:

• Provides materially false information;
• Deliberately damages a product and claims it arrived damaged;
• Attempts to return a product that was not purchased from TrueBloom;
• Repeatedly abuses voluntary return provisions; or
• Provides manipulated or misleading evidence.

Nothing in this section permits TrueBloom to refuse a legitimate statutory consumer claim.

18. Proof of Purchase

TrueBloom may request reasonable proof that the product was purchased from TrueBloom.

Acceptable proof may include:

• Order confirmation;
• Invoice;
• Receipt;
• Order number; or
• Other reasonable transaction records.

19. Delivery and Return Costs

Unless otherwise required by law:

Defective / incorrect / damaged products attributable to TrueBloom:
TrueBloom will arrange or cover reasonable return costs where required.

Statutory cooling-off cancellation under ECTA:
The consumer may be responsible for the direct cost of returning the goods, as permitted by ECTA.

Voluntary change-of-mind return:
The customer is responsible for return costs unless TrueBloom expressly agrees otherwise.

20. Changes to This Policy

TrueBloom may update this Returns, Refunds & Exchanges Policy from time to time to reflect changes to our business, products, website or applicable legislation.

The version published on our website at the time of the transaction will generally apply, subject always to any mandatory legal requirements that apply to the transaction.

21. Governing Law

This policy and any dispute arising from a purchase from TrueBloom will be governed by the laws of the Republic of South Africa, subject to the consumer's rights under applicable legislation.

Nothing in this section prevents a consumer from exercising any statutory right or using any legally available consumer-dispute resolution mechanism.

Contact TrueBloom

For return, refund or exchange enquiries, please contact TrueBloom through the customer-service details published on our website.

Please include your order number and the reason for your request so that we can assist you as efficiently as possible.

TrueBloom
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