Shipping policy

Wrong shade — swapped free, within 30 days

If the shade is not right for your hair, email a daylight photo of your hairline and your order number to Support@linework.co.za within 30 days of delivery. We post the correct shade at our cost and you keep the first compact — nothing to return, nothing to package, no forms. One free swap per order. This is more generous than the law requires, and it exists because screens render our fourteen shades differently — the swatch you saw is a guide, not a lab match.

Changed your mind — 7-day cooling off

Section 44 of the ECT Act gives you the right to cancel your order within 7 days of receiving it, for any reason and without justification. To be eligible, the compact must be in the condition you received it: unopened, with its seal intact, in its original packaging — it is a cosmetic, and an opened compact cannot be restocked. Your order number or the email address you ordered with is your proof of purchase. You pay the return postage; that is the only charge. If you have already opened it, the 30-day shade swap above still covers you.

Damages and issues

Please look your order over when it arrives — the sooner we see a photo, the faster we make it right. If your item arrives defective, damaged, or we sent the wrong thing, email a photo to Support@linework.co.za: the correct item usually ships before the old one is back, and the return costs you nothing. Beyond arrival day, section 56 of the CPA covers you for 6 months on any defect: you choose a repair, replacement or full refund, we pay the return postage, and there are no handling fees.

Exceptions — what cannot come back

An opened compact cannot be returned for a change-of-mind refund, for the same hygiene reason no store restocks opened cosmetics — but it is never stranded: the shade swap covers the wrong colour, and the CPA covers any defect, opened or not. Discounted and bundle orders carry exactly the same rights as full-price orders — the swap, the cooling-off and the 6-month warranty all apply.

Exchanges

We sell one product in fourteen shades, so the only exchange that exists here is a shade swap — and ours is free, with nothing to send back. See the top of this page.

How to start a return

Email Support@linework.co.za with your order number and what went wrong. We reply within one working day with instructions and the return address — and where the return is on us, a prepaid waybill. Please do not send anything back before emailing us — unannounced parcels are hard to match to an order and cannot be accepted.

Refunds

We will notify you once your return has arrived and been checked, and refund you on your original payment method — at the latest within 30 days of receiving the parcel back, usually much faster. Where a whole order is cancelled under the cooling-off right, the original delivery charge is refunded too. Banks typically take a further 3–10 working days to show the money. If more than 15 business days have passed since we approved your refund, email Support@linework.co.za and a person will chase it.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the ECT Act 25 of 2002 — where anything here conflicts with those Acts, the Acts apply.

LINEWORK · linework.co.za · Support@linework.co.za