Refund policy

We want you to love your MANÉ. If something's not right, we're here to help. Here's everything you need to know about returns and refunds.

Our return window

You have 7 days from the date of delivery to request a return. Requests made after 7 days cannot be accepted, unless the product is defective (see below — you're protected for longer on those).

When you can return

You can return your MANÉ for a full refund or store credit if:

  • The product is faulty or defective — something is wrong with the brush out of the box
  • The product is damaged in transit — you report it within 48 hours of delivery
  • You changed your mind — the product is still sealed, unused, and in its original packaging

When we can't accept a return

We can't accept returns if:

  • The item has been used (for hygiene and safety reasons — this is standard practice for all hair styling tools)
  • The hygiene seal or packaging has been opened or tampered with, unless the product is defective
  • The return is requested more than 7 days after delivery (for change-of-mind returns)
  • The product is damaged due to misuse, improper charging, or exposure to water
  • Your reason is that the brush didn't work well on your hair type, and you purchased despite our Type 1-3 hair guidance (we clearly state the suitable hair types on every product page — please read this before ordering)

Change-of-mind returns

If you simply changed your mind and the product is still sealed and unused:

  • You arrange and pay for return shipping — use Aramex, Postnet, or any courier you prefer. We recommend sending it tracked so you have proof of postage.
  • We refund the full product price back to your original payment method, or issue store credit if you prefer (your choice).
  • Refunds are processed within 5 business days of us receiving and inspecting the returned item.

Faulty or defective products

If your MANÉ brush arrives defective or stops working properly, you have options. Under South Africa's Consumer Protection Act, you're covered for 6 months from purchase on manufacturing defects.

Your choices:

  1. Replacement — we send you a brand new MANÉ
  2. Full refund — we refund the product price and return shipping
  3. Store credit — same value as your refund, to spend whenever

We cover the return shipping when the product is genuinely faulty. Simply email us and we'll arrange a prepaid return waybill or reimburse your shipping cost.

Damaged on arrival

If your parcel arrives visibly damaged — torn packaging, dents, crushed box, anything not right:

  • Contact us within 48 hours of delivery at support@getmane.co.za
  • Include photos of the damaged packaging and the product inside
  • We'll arrange a replacement or refund at no cost to you

Reports made more than 48 hours after delivery are harder for us to investigate, since we can't confirm whether the damage happened in transit or after you received it.

Lost or missing parcels

Every MANÉ order ships with Aramex tracked delivery. If you think your parcel is lost:

  • First, check your tracking number in the shipping confirmation email
  • If tracking shows "Delivered" but you don't have it, check with your neighbours, building security, or reception
  • If it's still missing, email us at support@getmane.co.za and we'll investigate with Aramex

Aramex provides proof of delivery for every order (including signature or delivery photo). If the parcel was signed for at your delivery address, we unfortunately cannot issue a refund — but we'll do everything we can to help you locate it.

How to start a return

It's simple:

  1. Email support@getmane.co.za within 7 days of delivery (or 48 hours for damaged parcels)
  2. Include your order number, reason for return, and photos if the product is damaged or defective
  3. We'll respond within 24 business hours with next steps
  4. Send the product back (at your cost for change-of-mind returns, at our cost for faulty items)
  5. Once we receive and inspect it, we'll process your refund or replacement within 5 business days

Refund processing times

Once your return is approved and received:

  • Refunds to your card or EFT — 5-10 business days (your bank's processing time)
  • Store credit — issued immediately via email as a gift card code
  • Replacements — dispatched within 2 business days of approval

Your rights under South African law

Nothing in this policy affects your rights under the Consumer Protection Act (CPA). For defective products, you are entitled to a refund, replacement, or repair within 6 months of purchase, at your choice. We fully honour these rights.

Questions?

Email us at support@getmane.co.za — we typically respond within 24 hours on business days. We're a small South African team and we genuinely want every customer to have a great experience with MANÉ.