Refund policy

Return & Refund Policy — Bialume

Effective Date: August 2026

1. Our Commitment

At Bialume, we stand behind the quality of our products. This policy is governed by the Consumer Protection Act (CPA) No. 68 of 2008 of South Africa and applies to all purchases made through our online store.

2. Your Rights Under the CPA

Under the CPA, you have the right to:

Return goods within 6 months of delivery if they are defective, unsafe, or not fit for purpose — at no cost to you.
Receive a repair, replacement, or full refund at your election for defective goods.
Cancel a direct marketing transaction within 5 business days of receiving the goods (cooling-off period).

3. Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, subject to the following conditions:

The item must be unused, unopened, and in its original packaging.
Proof of purchase is required.
Return shipping costs are the customer's responsibility for change-of-mind returns.
A refund will be issued to the original payment method within 7 business days of receiving the returned item.

We reserve the right to decline a change-of-mind return if the product has been opened, used, or is not in resalable condition.

4. Defective or Damaged Goods

If your item arrives damaged or is found to be defective within 6 months of delivery:

Contact us at [bialume@gmail.com] within a reasonable time of discovering the defect.
Provide your order number, a description of the defect, and supporting photos.
We will arrange collection at our cost and offer you a repair, replacement, or full refund — your choice.

After 6 months, the onus shifts to you to demonstrate that the defect existed at the time of delivery.

5. Hygiene & Safety Exceptions

Due to the personal care nature of our products (oral care and scalp care), the following items cannot be returned once opened or used, unless defective:

Tongue scrapers
Toothbrushes
Scalp massagers

This exception is consistent with health and hygiene regulations and does not affect your statutory rights under the CPA for defective goods.

6. How to Initiate a Return

Email us at [support@bialume.co.za] with your order number and reason for return.
We will respond within 2 business days with return instructions.
Do not return items without prior authorization — unauthorized returns may not be accepted.

7. Refunds

Approved refunds are processed within 7 business days of receiving the returned item.
Refunds are issued to the original payment method.
Original shipping fees are non-refundable for change-of-mind returns.