Refund policy

Refund and Order Policy

Silky Hair is committed to delivering exceptional products to our esteemed clientele. We recognize that on rare occasions, a product may not meet your expectations, necessitating a return. Below is our comprehensive refund policy for such instances.

Order Placement and Finalization

Upon the completion of an order through the Silky Hair website platform, the order is deemed irrevocable. Silky Hair will not accept requests for amendments post submission, ensuring efficiency and precision in order processing.

Payment and Product Modifications

Post-order modifications, including payment method alterations or product exchanges, are not permitted. Clients desiring alternative products are encouraged to initiate a new order. In the event of inventory discrepancies, our Customer Service Team will proactively engage with the customer to communicate any delays or suggest alternative products tailored to the customer's original choice and needs. 

Refund Conditions

Silky Hair doesn't do any Refunds.  

Shipping Deductions for Refunds

For orders that have been dispatched and where shipping fees were incurred by Silky Hair, any refunds will have the shipping costs deducted to offset the expenses borne by Silky Hair.

Refund Processing Time

Refunds are processed within an estimated 7-14 business days, subject to the payment method utilized. The precise processing period may vary. This is only for price error or item out of stock

Customer Obligations

Customers bear the responsibility for verifying the accuracy of all order details, including payment method and product selection, prior to finalizing the order. Silky Hair is not liable for customer errors during the order process. Should an error occur, it is imperative that customers contact our customer service team immediately for support.

Communication

Our customer service team is readily available to address any inquiries, issues, or feedback related to orders or our refund policy. We prioritize our customers' satisfaction and aim to resolve any concerns expeditiously and with utmost professionalism.

Website Pricing and Availability

Prices and product availability are subject to change without prior notice. Silky Hair reserves the right to rectify any errors, inaccuracies, or omissions and to revoke any offer post-order submission, even after order confirmation and payment processing. In the event of an order cancellation under such circumstances, Silky Hair will issue a credit to the customer's payment method in the charged amount. The timing of the credit will align with individual bank policies.

Acknowledgment of Terms

By placing an order, customers acknowledge and consent to the stipulated terms in this Order and Refund Policy. Silky Hair reserves the right to amend the policy, with updates to be published on our official website.

Return Procedure

Customers may return products within 2 working days from the purchase date at their own expense if dissatisfaction occurs.

Product Condition for Returns

Eligibility for returns requires items to be unused, unopened, and in the original condition received, including original packaging.

Proof of Purchase

All returns  necessitate a receipt or proof of purchase.

Non-Returnable Items

Items that have been opened or used, are non-returnable for health and safety reasons. Additionally, Silky Hair does not allow any refunds or exchanges on hair pieces, hair extensions, and wigs or anything sold by Silky Hair.

Sale Items

Sale items are ineligible for refunds and exchange.

Exchanges

Silky Hair only accept exchanges within 2 days , Silky Hair can only accept the product only if it is in its original state.

Damaged, Defective or Incorrect Products

For defective, damaged or incorrect products, contact us promptly at info@silkyhair.co.za or +27680680687

Please report any issues with your product within 2 working days of receipt. Include a detailed description and photographic evidence of the defect, damage or incorrect product. Items should be returned in their original packaging. Silky Hair will cover all shipping costs for the return of defective, damage or incorrect items. An exchange will only be processed upon receipt and verification of the returned item. If a customer declines to return the product, we regret that we cannot proceed with the exchange until the item is received back in our possession. Upon receiving and inspecting the returned item, we will proceed with the  exchange. If the item is confirmed to be defective or incorrect, you will have the choice of a full refund only if we dont have the replacement of the product to your original payment method or an exchange for the correct item. Please allow up to 14 working days for your refund or exchange to be processed. Your satisfaction is our priority, and we are committed to resolving any issues promptly and effectively.

Refund Issuance

Silky Hair does not do any refunds.

Shipping Costs

Return shipping costs are non-refundable, except in instances of defective products or company error.

Advisory

We urge customers to review their orders thoroughly before purchase. For questions or assistance with our refund policy, please contact our customer service.

Policy Modifications

This policy is subject to alterations without advance notice. For the latest information, refer to our website's refund policy section.

Product Sensitivities

Silky Hair is not liable for individual reactions to ingredients. Those with ingredient sensitivities should avoid use or perform an allergy patch test prior. If irritation ensues, discontinue product use immediately.

We appreciate your patronage at Silky Hair and are eager to fulfill your beauty and wellness requirements.

Detailed Customer Service Information

At Silky Hair, we are dedicated to providing an unparalleled level of support to our customers. Should you require assistance, have queries or need to communicate concerns regarding your order, our comprehensive customer service system is at your disposal via multiple channels:

Email Support

For direct and documented correspondence, please reach out to us through the following email addresses, ensuring that your inquiries reach the appropriate department for swift and efficient resolution:

• General Inquiries: info@silkyhair.co.za
• Order Support and Returns: orders@silkyhair.co.za
• Social Media Assistance: info@silkyhair.co.za
• Shipping and Delivery Information: thecourierguy@silkyhair.co.za

We endeavor to respond to all email inquiries promptly. To facilitate a quick resolution, kindly include your order number and a detailed account of your request or issue.

Telephone Support

For immediate assistance, please contact our dedicated customer service team at the following numbers:

• Cell Phone: +27 680680687
• Landline: +27

Our team is available during business hours909:00 - 15:00) to answer your calls. If you reach us outside of these times, please leave a detailed message, and we will return your call as soon as possible.

WhatsApp Support

For real-time messaging support, connect with us on WhatsApp:

• WhatsApp Number: +27 680680687

This service allows for convenient text-based communication where you can receive quick replies to your queries, check on the status of your orders, or resolve any service-related issues.

When reaching out through WhatsApp or any of our communication channels, for a faster service experience, please be ready with your order information and any relevant details about your query or concern.

Operating Hours

Our customer service is operational during the following hours:

• Monday to Friday: 09:00 - 15:00
• Saturday: 09:00 - 15:00
• Most Public Holidays: 09:00 - 15:00
• Sundays: 09:00 - 15:00

Please note that response times may vary depending on the volume of inquiries and the complexity of customer issues. Our goal is to address all concerns with diligence and care, ensuring your complete satisfaction with our services.

We encourage our customers to choose the communication channel that is most convenient for them. Our team is trained and prepared to offer the highest standard of customer service to enhance your shopping experience with Silky Hair.

Feedback

Your feedback is invaluable to us. Should you have suggestions on how we can improve our service or compliments regarding your customer experience, do not hesitate to share them through any of the aforementioned channels.

Thank you for choosing Silky Hair. We are committed to ensuring that your experience with us is as rewarding as our products.