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Refund and Returns Policy

Agent Unboxing Verification Policy

1. Mandatory Unboxing Video Requirement

All agents are required to record a continuous, unedited unboxing video for every order received from the company.

The video must:

  • Start before the package is opened
  • Clearly show the sealed outer packaging
  • Show the opening process in full
  • Display all items removed from the package
  • Clearly capture any visible damage, leaks, or missing items
  • Be recorded in good lighting, with items clearly visible
  • Be saved and kept by the agent until the order has been fully checked and confirmed as correct

Failure to provide an unboxing video may result in claims being declined.

2. Purpose of the Unboxing Video (Why This Is Required)

This requirement exists to protect both the agent and the company, and to ensure fair, transparent, and fast resolution of any order-related queries.

The unboxing video serves as:

  • Objective proof of the condition and contents of the parcel at the time of delivery
  • A way to verify claims relating to:
    • Missing items
    • Damaged products
    • Leaking or broken packaging
    • Incorrect quantities or products

Without a video, it becomes difficult to determine:

  • Whether damage occurred during transit
  • Whether items were lost before or after delivery
  • Whether packaging was tampered with post-delivery

This policy prevents misunderstandings, disputes, and delays, and allows both parties to rely on clear visual evidence rather than assumptions.

3. Speedy Resolution of Claims

When an unboxing video is provided:

  • Claims can be assessed quickly and accurately
  • Replacement, refund, or corrective action can be processed much faster
  • Communication between the agent and the company remains professional and transparent

This significantly reduces back-and-forth communication and ensures efficient customer and agent support.

4. Claims Without an Unboxing Video

If an agent fails to provide a valid unboxing video:

  • The company reserves the right to decline the claim
  • Responsibility for missing or damaged items may be transferred to the agent
  • No replacements, refunds, or credits may be issued

This is not punitive, but a necessary safeguard to maintain fairness and accountability.

5. Responsibility of the Agent

By operating as an agent, you acknowledge that:

  • You understand the importance of the unboxing verification process
  • You accept responsibility for recording and retaining the video
  • You agree that this policy is a condition of participation in the agent program

6. Agreement Acceptance

Participation in the agent program confirms that the agent:

Accepts that this policy is non-negotiable

Has read and understood this policy

Agrees to comply with the unboxing video requirement

🔁 Exchanges, Returns & Refunds Policy

Mooiste Meisie

At Mooiste Meisie, we take pride in the quality and hygiene of our cosmetic products. This policy outlines the conditions under which exchanges, returns, or refunds may be considered, in accordance with the South African Consumer Protection Act (CPA).

1. Scope & Application

This policy applies to all purchases made via https://mooiste.shop/ and governs exchanges, returns, and refunds for cosmetic products.

Due to the hygiene-sensitive nature of cosmetics, strict conditions apply.

2. Exchanges for Manufacturing Defects Only

We offer exchanges only for products that are found to have a verified manufacturing defect, subject to investigation.

A manufacturing defect refers to a fault that:

  • Originated during production
  • Existed at the time of supply
  • Was not caused by transit damage, misuse, contamination, or customer handling

All defect claims are assessed on a case-by-case basis and may require:

  • Clear photographic or video evidence from the customer
  • Review of our quality control and dispatch records
  • Inspection of the product where necessary

If a manufacturing defect is confirmed, we will issue an exchange for the same product.

3. No Refunds on Cosmetic Products

For hygiene, safety, and regulatory reasons, Mooiste Meisie does not offer refunds on cosmetic products.

Once a product has been:

  • Opened
  • Used
  • Swatched
  • Partially consumed
  • Contaminated

It cannot be resold, and accepting it back would result in a loss to our business.
As such, refunds are not available under these circumstances.

4. Used, Opened & Contaminated Products

We reserve the right to decline exchanges or returns where investigation shows that:

  • The product was opened or used
  • The product was contaminated after delivery
  • The product was misused or mishandled
  • There is evidence of tampering or alteration

Cosmetic products are classified as hygiene-sensitive goods, and customers are responsible for proper handling once delivery has taken place.

5. Courier Damage & Transit Handling

All orders are carefully packed and inspected prior to dispatch.
Where applicable, video and/or photographic evidence is recorded to confirm that products leave our facility in perfect condition.

Damage caused during courier transit:

  • Does not constitute a manufacturing defect
  • Is attributed to courier handling
  • Is handled through the courier’s formal claims process

Courier-related damage does not qualify for refunds or automatic exchanges.

6. Reporting an Issue

Any issue must be reported within 24 hours of delivery.

Customers are required to provide:

  • Clear photos of the damaged or defective product
  • Photos of the inner and outer packaging
  • A photo of the parcel with the waybill clearly visible

Failure to report within this timeframe or provide sufficient evidence may result in the claim being declined.

7. False Claims, Misrepresentation & Abuse

Mooiste Meisie reserves the right to refuse exchanges, returns, or refunds where:

  • Claims are found to be false or misleading
  • Evidence is inconsistent with a manufacturing defect
  • Products show signs of use, contamination, or tampering

Any attempt to obtain a refund or exchange through misrepresentation may be declined in accordance with the CPA.

8. Investigation & Final Decision

All claims are subject to:

  • Verification
  • Evidence review
  • Quality control assessment

The outcome of the investigation will determine whether an exchange is approved.
All decisions are final and made in accordance with the Consumer Protection Act and hygiene regulations.

9. Contact Us

For all exchanges or product-related queries, please contact us:

📧 Email: info@mooistemeisie.co.za
📱 WhatsApp Support: +27 67 877 3518

10. Acceptance of Policy

By placing an order with Mooiste Meisie, you acknowledge and accept the terms outlined in this Exchanges, Returns & Refunds Policy.