SHIPPING & RETURNS

SHIPPING & RETURNS

Muk haircare South Africa strives to fulfil all orders as fast as possible (most orders are dispatched within 24 hours).

Muk haircare South Africa delivery is made after funds have cleared successfully to our account.

Delivery Timeframes (all via door-to-door courier)

3.1. Major Centres via Express courier – 1 to 3 working days (Saturdays, Sundays, and Public Holidays are not included in the delivery timeframe. Please note that the delivery timeframe is from dispatch and not from when the actual order is placed).

3.2. Regional Areas – 2 to 5 working days (Saturdays, Sundays, and Public Holidays are not included in the delivery timeframe. Please note that the delivery timeframe is from dispatch and not from when the actual order is placed).

3.3. Postal Service is not used unless arranged and billed for separately.

3.4. Should an order be particularly heavy or bulky, an additional working day may be required.

3.5. Delivery FEE:

3.5.1. FREE DELIVERY on orders over R500 anywhere in South Africa. This amount is subject to change at the discretion of Muk haircare South Africa at any time they deem necessary. Furthermore, the delivery fee will increase annually.

3.5.2. Orders to remote areas may attract additional charges.

3.5.3. Orders below R500.00 will attract a delivery charge of R80.00. This amount is subject to change at the discretion of Muk haircare South Africa at any time they deem necessary. Furthermore, the delivery fee will increase annually.

Muk haircare South Africa endeavours to always keep all stock items on hand. However, should an item be out of stock, or a supplier is out of stock, or a stock item is discontinued, Muk haircare South Africa will suggest an alternative, provide a timeframe for the stock item
to come back into stock, or provide you with a credit to use on the website. A Muk haircare South Africa ambassador will be assigned to the matter with urgency and we will assist to ensure that resolve is met.

All transactions are encrypted using appropriate encryption technology through a third party (VCS recently rebranded to Paygate: https://www.paygate.co.za/vcs-brand-change/ ).

All payments are done online through PAYGATE & PEACHPAYMENTS – we do not keep any personal information. We accept: VISA, MASTERCARD, DEBIT CARDS, and MOBICRED. A full list of supplier logos can be found in the website footer on the home page. Payment can be made by EFT, debit card, instant bank transfer, and credit card. Where payment is made by credit card, we may require additional information in order to authorize and/or verify the validity of payment. In such cases, we are entitled to withhold delivery until such time as the additional information is received by us and authorization is obtained by us for the amounts. If we do not receive authorization, your order for the Goods will be cancelled. You warrant that you are fully authorized to use the credit card supplied for purposes of paying for the Goods. You also warrant that your credit card has sufficient available funds to cover all the costs incurred because of the services used on the Website.

Festive Shipping Times:

Final delivery orders before December 25 must be placed by December 18; orders between December 21 and January 2 will be dispatched on January 3.

RETURNS

Our goal is to ensure that you are always the happiest customer. However, if you are not satisfied with your product, you may return it to us. Please keep in mind that for hygiene reasons, we cannot accept returns if the products have been opened and are no longer in a
re-saleable condition – all tamper seals, and original packaging need to be intact and in its original condition. In addition, please note that brushes cannot be returned or refunded for hygiene reasons unless they are defective. Purchases must be returned within 7 days of delivery. The items are your responsibility until they arrive back with us. All return costs are for your own account. A handling fee on return goods is not charged for.

Should an item not meet with your satisfaction for whatever reason, you may return the goods to Muk haircare South Africa within seven days of receipt. You will then get a full refund less all direct costs incurred by Muk haircare South Africa associated with the order
such as actual delivery costs. The goods must be returned with all packaging, documentation and be undamaged in any way. A written reason for the cancellation must accompany the returned goods.

You have 7 days the “day after” the day that the goods are received under the distance selling act from the arrival of the goods to cancel your contract. The goods must be returned to us in the condition they were dispatched, complete with all packaging and in a resalable
state. The goods remain YOUR responsibility until they are received and signed for by us.

If an order is cancelled/returned, a 15% handling fee will be levied to cover processing/handling fees.

If an unwanted product is returned and exchanged for a different product, the customer will be charged or refunded any price difference plus return shipping.

Muk haircare South Africa cannot be held liable for any product that does not meet the client's expectations for any reason whatsoever. However, we will encourage and help direct you to the correct contact people at the relevant brands so that they are able to assist you
with the correct replacement product/procedure from their side.

At Muk haircare South Africa we cannot accept returns on discounted or sale items unless the product is defective.

REFUNDS – In the case of an approved refund, Muk haircare South Africa will process the refund transaction internally within 5 working days and send the refund request to the banks. Please note that the banking timeframes for a reversal can take up to 10 working days through the payment gateway. Credit card transactions are processed as a reversal through the payment gateway. EFT transactions are refunded by means of an EFT. Muk haircare South Africa cannot speed up the banking process and timeframes as these are out of our control.

ERRORS

Muk haircare South Africa shall take all reasonable efforts to accurately reflect the description, availability, purchase price, and delivery charges of Goods on the Website. However, should there be any errors of whatsoever nature on the Website (which are not due to Muk haircare South Africa’s gross negligence), Muk haircare South Africa shall not be liable for any loss, claim or expense relating to a transaction based on any error, save – in the case of any incorrect purchase price – to the extent of refunding you for any amount already paid.