Returns Policy

Rare Ritual Labs | Effective date: 1 June 2026 | Compliant with the Consumer Protection Act 68 of 2008

1. Overview

At Rare Ritual Labs, we stand behind every product we make. If something is not right with your order, we want to make it right. This policy sets out when and how you can return a product, and what you can expect in return.

This Returns Policy forms part of our Terms and Conditions. Your rights under the Consumer Protection Act 68 of 2008 (CPA) are not affected by this policy and apply regardless.

2. Your Rights Under the Consumer Protection Act

The Consumer Protection Act 68 of 2008 gives you specific rights as a consumer. The most relevant rights in the context of returns are:

2.1 Right to safe, good-quality goods (Section 55)

You have the right to receive goods that are reasonably suitable for the purpose for which they are marketed, are of good quality and in good working order, and are free from defects.

2.2 Implied warranty against defects (Section 56)

If products are found to be defective within six months of purchase, you are entitled to return them and choose a repair, replacement, or refund. Rare Ritual Labs will cover the cost of return shipping in these cases.

2.3 Right to cancel direct marketing agreements (Section 16)

If you purchased as a result of direct marketing (for example, via an unsolicited promotional email or message), you have the right to cancel the purchase within 5 business days of receiving the products, without reason and without penalty.

3. When You Can Return a Product

3.1 Defective or faulty products

If your product is defective or damaged, you may return it within 7 days of purchase. We will, at your election:

1. Replace the product with the same item or an equivalent product
2. Refund you the full purchase price, including original delivery cost

Please contact us at shop@rareritual.co.za before returning a defective product so we can advise on the best process and arrange return shipping at our cost.

3.2 Incorrect product delivered

If we send you the wrong product, please contact us within 5 business days of delivery. We will arrange collection of the incorrect product and dispatch the correct one at no additional cost to you. If the correct product is not available, we will issue a full refund.

3.3 Product arrived damaged in transit

If your order arrives damaged, please photograph the damaged packaging and product and contact us at shop@rareritual.co.za within 2 business days of delivery. We will arrange a replacement or refund as quickly as possible.

3.4 Change of mind

We are able to accept change-of-mind returns within 14 days of delivery, provided the following conditions are met:

1. The product is unused and in its original condition
2. The product is in its original, sealed packaging
3. You have proof of purchase (order number or confirmation email)

Change-of-mind returns are at your cost, and the original delivery fee is non-refundable. Once we receive and inspect the returned product, we will issue a refund for the product price only.

Due to the nature of skincare products and hygiene considerations, we cannot accept returns of products that have been opened or used, unless the product is defective.

4. When We Cannot Accept a Return

We are unable to process a return in the following circumstances:

1. The product has been opened or used and is not defective (except where required by the CPA)
2. The product has been damaged by misuse, improper storage, or failure to follow product instructions
3. More than 14 days have passed since delivery (for change-of-mind returns)
4. More than 6 months have passed since purchase (for defective product returns, except where extended by the CPA)
5. You are unable to provide proof of purchase

5. How to Return a Product

To initiate a return, please follow these steps:

Step 1: Contact us

Email us at shop@rareritual.co.za with your order number, the name of the product you wish to return, and the reason for the return. Please include any relevant photos if the product is damaged or defective.

Step 2: Receive return authorisation

We will respond within 2 business days with a return authorisation and instructions on how to send the product back to us. Do not return a product before receiving authorisation, as we cannot guarantee we will be able to process an unauthorised return.

Step 3: Pack and ship the product

Pack the product securely in its original packaging where possible. Follow the shipping instructions provided by our team. For defective or incorrectly delivered products, we will provide a prepaid return label or arrange a collection. For change-of-mind returns, you are responsible for the cost of return shipping.

Step 4: Confirmation and resolution

Once we receive and inspect the returned product, we will notify you of the outcome within 3 business days. If the return is approved, we will process your refund, replacement, or exchange as agreed.

6. Refunds

6.1 How refunds are processed

Approved refunds are processed to the original payment method used for the purchase. We cannot issue refunds to a different card or account.

6.2 Refund timeframes

Once your return has been approved and processed on our end, please allow the following timeframes for the funds to reflect in your account:

1. Credit or debit card: 5 to 10 business days, depending on your bank
2. EFT or bank transfer: 3 to 5 business days

If you have not received your refund after 10 business days, please contact us at shop@rareritual.co.za and we will investigate.

6.3 Partial refunds

In some circumstances, for example where only part of an order is returned, we may issue a partial refund for the returned items only.

7. Exchanges

We offer exchanges on a product-for-product basis, subject to stock availability. If the product you would like in exchange is priced higher than the original purchase, you will be required to pay the difference. If it is priced lower, we will refund the difference.

To request an exchange, follow the same process as a return (see Section 5) and let us know in your initial email which product you would like in exchange.

8. Shipping Costs

8.1 Defective, damaged, or incorrect products

We will cover all return shipping costs where the product is defective, damaged, or incorrect. We will provide a prepaid return label or arrange a collection at no cost to you.

8.2 Change-of-mind returns

Return shipping for change-of-mind returns is at your cost. We recommend using a trackable shipping method, as we cannot be responsible for parcels lost or damaged in transit back to us.

8.3 Original delivery fee

The original delivery fee is non-refundable for change-of-mind returns. Where a product is defective or incorrectly delivered, the original delivery fee is included in the refund.

9. Skincare and Safety Note

Because our products are applied to the skin, we take hygiene seriously. For the health and safety of all our customers, we cannot resell or donate returned skincare products that have been opened, even if they appear unused. Opened products that are returned without a valid defect claim will not be refunded.

We encourage you to make use of our product recommendation tool or to contact us at shop@rareritual.co.za before purchasing if you are unsure which product is right for you.

10. Contact Us

For any questions about this Returns Policy or to initiate a return, please get in touch:

Email: shop@rareritual.co.za

Website: www.rareritual.co.za

We aim to respond to all return requests within 2 business days.