Return, Refund ~

& Cancelation

Returns, Refund, and Cancellation Policy

Last Updated: July 2026

We strive to deliver flawless service and premium hair and beauty products. Please review our policy regarding salon changes and product sales, structured in alignment with the South African Consumer Protection Act (CPA).

Exchange & Return Policy

It is important to us that you are completely satisfied with your purchase. If for any reason you do not absolutely love the item you ordered, we gladly offer returns and free exchanges.
Return Eligibility
  • Returns and exchanges accepted within 14 days of purchase (or 14 days from receiving the item if purchased online)
  • Item must be unaltered, unworn, unwashed, undamaged and in original packaging
  • Do not cut the lace if you intend to return or exchange the wig
Non-Returnable Items
  • Customised wigs: no refunds if colouring or a specific style not on our online list was requested by the client
  • Pre-orders: no refunds unless there is a quality defect or fault in the item
  • Items that have been opened, worn, or altered for hygiene and safety reasons
Wig Resizing
  • Wig resizing is done free of charge if requested within 14 days of purchase
Faulty Products
  • In the rare event that our product has a fault, we will gladly fix the product or exchange it if reported and returned within 14 days
Return Shipping
  • The cost of shipping for exchanges or refunds is paid by the client
  • We recommend using a tracked courier service as we cannot be held responsible for items lost in transit
Refund Processing
  • Refunds are processed for the purchase amount minus the original shipping charges
  • Please allow up to 10 business days for the refund to reflect in your account

How to Return or Exchange

  • Contact us at info@thepenthousebeautystudio.co.za to initiate a return or exchange
  • Please include your order number and reason for return
  • Once approved, ship the item back to us in its original packaging

Damaged, Missing or Incorrect Items

    • Damaged or incomplete orders must be reported within 48 hours of delivery
    • Shipping errors (incorrect item sent) must be reported within 3 business days of the date of delivery
    • Once confirmed that an incorrect item was sent, we reserve the right to resend the correct product or refund your money
    • The incorrect products must be returned to our office prior to re-shipping of products
    • Contact us at info@thepenthousebeautystudio.co.za or +27 11 791 2321 / +27 62 781 4286 with your order number and photos

Booking Cancellation Policy

To give every client the time and attention they deserve, please review our booking policy before scheduling your appointment.
Deposit
  • A non-refundable deposit of 50% is required to confirm your booking
Cancellations & Rescheduling
  • Please notify us at least 24 hours before your appointment if you need to cancel or reschedule
  • Cancellations made with less than 24 hours notice, or missed appointments (no-shows), will forfeit their deposit
  • Deposits may be transferred to a rescheduled appointment if we receive at least 24 hours notice
Late Arrivals
  • Please arrive 5–10 minutes before your scheduled time
  • Arrivals more than 15 minutes late may result in a shortened service or the need to reschedule
Consultations
  • Certain services (for example wig installs, colour correction, extensions) may require a consultation before booking to ensure accurate timing and pricing
Right of Admission
  • The Penthouse reserves the right to refuse or end a service where a client’s health, hygiene, or conduct poses a risk to our staff or other clients

Service Satisfaction & Refunds

  • We do not offer cash refunds on completed beauty, nail, or hair styling services.

  • If you are unhappy with the technical execution of a service (e.g., a lifting nail or an issue with your lash set), please notify the studio within 48 hours of your treatment. We will gladly book a complimentary adjustment session with a specialist to correct the issue.

Need Help?

Contact us at info@thepenthousebeautystudio.co.za or +27 11 791 2321 / +27 62 781 4286 for questions related to refunds, returns, exchanges and bookings.