Refund policy
Refund & Returns Policy
At Real Kurls, we want you to love your hair. Please read our return and refund policy before placing your order.
Returns
We accept eligible returns within 3 days of delivery.
To be eligible for a return, the item must be:
- Unworn and unused
- In its original condition
- Free from cutting, colouring, washing, styling, glue, products or other alterations
- Returned with its original packaging and any accessories included with the order
For hygiene reasons, we cannot accept returns of wigs or hair products that have been worn, altered or used.
How to Request a Return
Please contact us within 3 days of receiving your order and provide:
- Your order number
- Your name
- The reason for the return
- Clear photographs of the item, where applicable
We will review your request and provide return instructions if the return is approved.
Please do not send an item back without contacting us first.
Damaged or Incorrect Items
If you receive an incorrect, damaged or defective item, please contact us as soon as possible after delivery.
Send us your order number and clear photographs showing the issue. We will assess the matter and, where appropriate, arrange a replacement, repair, refund or other remedy in accordance with applicable South African consumer law.
Refunds
Once an approved return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be processed using the original payment method, subject to the applicable payment provider’s processing times.
Please note that it may take additional time for your bank or payment provider to reflect the refund.
Exchanges
Exchanges may be considered where stock is available. Please contact us before returning an item so that we can confirm whether an exchange is possible.
Return Shipping
Where a return is requested because you changed your mind or selected the wrong product, colour or other option, return delivery costs may be your responsibility, subject to your rights under applicable law.
Where the item is incorrect, defective or damaged due to an issue for which Real Kurls is responsible, we will discuss the appropriate return or delivery arrangement with you.
Consumer Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer protection laws.
If you have any questions about a return or refund, please contact Real Kurls before sending your item back.