Refund & Returns Policy

Last Updated: 22 July 2025 At Batana Hair, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer a straightforward refund and returns process for eligible items. Please read the policy below to understand your rights and how to proceed with a return or refund request. 1. Returns Eligibility Due to the nature of our hair care products, returns are only accepted under the following circumstances: Damaged or Defective Items: If your product arrives damaged or is defective, we will happily accept a return. Incorrect Items: If you receive an item that is not what you ordered, please contact us within 48 hours. Important Notes: We cannot accept returns for products that have been opened, used, or tampered with. Products must be in their original packaging and unused (for damages or incorrect orders). 2. How to Request a Return or Refund To initiate a return or refund, please contact us as soon as possible: Email: info.shapecurve@gmail.com Phone or WhatsApp: +27 68 790 6449 Provide the following information in your request: Order number and details Photos of the damaged or incorrect product A brief description of the issue We will respond promptly and guide you through the return process. 3. Return Shipping If the return is due to a damaged or defective item, we will cover the return shipping costs. For incorrect items, we will arrange for a return pick-up or reimbursement of the shipping cost, depending on the case. Note: If a return is initiated for any other reason (e.g., change of mind), the customer is responsible for the return shipping fees. 4. Refund Process Once we have received your returned item and assessed the condition, we will process your refund to the original payment method within 5–10 business days. Refunds will be issued for the cost of the product, excluding shipping charges (unless we are at fault). Please note that it may take a few days for the funds to appear in your account depending on your payment method. 5. Exchanges We do not offer direct exchanges. If you’d like to exchange an item for a different product, please initiate a return for the original item and place a new order for the replacement item. 6. Non-Refundable Items For hygiene and safety reasons, we cannot accept returns on the following: Opened or used products Gift cards or promotional items Sale or discounted items (unless faulty or damaged) 7. Cancellation of Orders If you wish to cancel your order before it is dispatched, please contact us as soon as possible. If your order has already been shipped, you will need to follow our returns process upon receiving the product. 8. Contact Us If you have any questions or concerns regarding returns or refunds, please don’t hesitate to reach out to our team: 📧 info.shapecurve@gmail.com 📞 +27 68 790 6449