Returns and Refunds Policy

Last updated: 23 June 2026

Thank you for shopping with Okay Sweetheart.

We want you to be happy with your purchase. This Returns and Refunds Policy explains how returns, exchanges, and account credits are handled.

This policy applies to products purchased from https://okaysweetheart.co.za.

1. Contact Us First

Please do not return any product without contacting us first.

To request a return, exchange, or account credit, contact us within 5 days of receiving your order.

Please include:

Your order number
Your name and contact details
The reason for the return
Photos or videos of the product, where applicable
Proof of purchase

Email: sales@okaysweetheart.co.za

2. Returns for Online Purchases

Eligible returns must be requested within 5 days of receiving the goods.

Products may only be returned if they are unused, unopened, undamaged, and in their original packaging.

Returned products must be in a condition suitable for resale.

Approved returns will be issued as account credit only. No cash refunds will be provided unless required by applicable South African law.

The customer may be responsible for return courier costs unless the return is due to an error by Okay Sweetheart or a confirmed product defect.

3. Account Credit Only

Okay Sweetheart does not offer cash refunds for change-of-mind returns.

Where a return is approved, the customer will receive account credit to use on a future purchase from Okay Sweetheart.

Account credit may not be exchanged for cash.

Account credit will be issued once the returned product has been received, inspected, and approved.

4. Hygiene and Safety Products

For hygiene, safety, and quality-control reasons, certain products cannot be returned once opened, used, damaged, altered, or removed from their original sealed packaging.

This may include, but is not limited to:

Opened practice products
Used PMU-related products
Opened cosmetic or beauty products
Products that have been contaminated or handled in a way that affects hygiene
Products without original packaging or seals
Products damaged after delivery

This does not limit your rights where a product is defective, unsafe, or not fit for purpose under applicable South African consumer protection laws.

5. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us within 5 days of delivery.

Please provide:

Your order number
A clear description of the issue
Photos of the product
Photos of the packaging
Videos where applicable

If the product is confirmed to be defective, damaged before delivery, or incorrectly supplied by Okay Sweetheart, we may offer one of the following:

Replacement
Exchange
Store/account credit
Refund, only where required by applicable law

The outcome will depend on the product, issue, supplier assessment, and applicable law.

6. Non-Returnable Items

We may not accept returns for:

Products that have been opened or used
Products returned after the 5-day return period
Products without original packaging
Products damaged by the customer
Products damaged due to misuse, incorrect storage, poor handling, or improper application
Clearance or sale items marked as final sale, unless defective
Digital products, downloadable items, or gift cards, where applicable
Custom, special-order, or personalised items, unless defective

7. Change of Mind Returns

If you change your mind, we may accept a return only if the product is unopened, unused, undamaged, and in its original packaging.

The return request must be made within 5 days of receiving the product.

Approved change-of-mind returns will be issued as account credit only.

Courier costs for change-of-mind returns are for the customer’s account.

8. Exchanges

If you would like to exchange a product, please contact us within 5 days of receiving your order.

Exchanges are subject to product eligibility, stock availability, and the product being returned in acceptable condition.

If the replacement product is more expensive, the customer must pay the difference.

If the replacement product is less expensive, the difference may be issued as account credit.

9. Account Credit Processing

Once a return is received and inspected, we will notify you of the outcome.

If approved, account credit will be added to your customer account or issued in a format approved by Okay Sweetheart.

Account credit may be used toward future purchases on https://okaysweetheart.co.za.

Shipping, courier, and handling fees are non-creditable unless the return is due to an error by Okay Sweetheart or a confirmed product defect.

10. Return Courier Costs

The customer is responsible for return courier costs where:

The return is due to change of mind
The wrong product was ordered by the customer
The product is no longer wanted
The product was correctly supplied and is not defective

Okay Sweetheart may cover reasonable return courier costs where:

We sent the incorrect product
The product was confirmed defective
The product was damaged before delivery

11. Inspection of Returned Products

All returned products will be inspected before account credit, exchange, or replacement is approved.

We reserve the right to refuse a return if the product is used, opened, damaged, incomplete, contaminated, missing packaging, or not in a resalable condition, unless the product is defective.

12. Failed Deliveries and Incorrect Addresses

Customers are responsible for providing the correct delivery address and contact details.

If a courier cannot deliver because of incorrect details, no response from the customer, or failed delivery attempts, additional courier fees may apply.

If the parcel is returned to us, the customer may need to pay a new delivery fee before the order is resent.

13. Order Cancellations

If you want to cancel an order, please contact us as soon as possible.

If the order has not yet been processed, packed, or dispatched, we may be able to cancel it and issue account credit.

If the order has already been dispatched, the normal return process will apply.

14. Products Bought on Sale

Sale items may be returned only if they meet the return requirements or if they are defective.

Final sale or clearance items may not be eligible for change-of-mind returns, unless required by law.

15. How to Request a Return

To request a return, please contact us within 5 days of receiving your order:

Okay Sweetheart
Email: sales@okaysweetheart.co.za
Website: https://okaysweetheart.co.za

Please include your order number and reason for the return.

16. Important Note

Nothing in this policy is intended to remove or reduce any rights you may have under applicable South African consumer protection laws.

Where the law gives you a right to repair, replacement, account credit, or refund, this policy will be applied in line with those legal rights.

Return Policy