Refund policy

FIRST FORM RETURNS, REFUNDS & EXCHANGES POLICY

First Form is committed to providing quality skincare products and a fair customer experience. This Returns, Refunds & Exchanges Policy explains when products may be returned, exchanged or refunded.

This policy applies to purchases made through the First Form website and is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to limit, exclude or waive any right or remedy that a consumer may have under applicable South African law.

1. Change-of-Mind Returns

In addition to your rights under South African law, First Form offers a 30-day voluntary return period for eligible products.

You may request a return within 30 days after receiving your order if you have simply changed your mind, provided that the product:

  • is unused and unopened;

  • remains in its original, sealed packaging;

  • is in the same condition in which you received it;

  • has not been applied to the skin or otherwise used;

  • has not been damaged, altered or contaminated;

  • includes the original packaging and any included accessories or materials; and

  • is accompanied by reasonable proof of purchase.

Because First Form products are skincare and personal-care products, opened, used, applied or unsealed products generally cannot be accepted as voluntary change-of-mind returns where accepting the product would create hygiene, health or resale concerns.

This restriction does not affect any statutory rights you may have in relation to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

2. Your Statutory Consumer Rights

Nothing in this policy removes or limits your rights under South African consumer law.

Defective, unsafe or poor-quality products

Under the Consumer Protection Act, consumers have rights relating to goods that are defective, unsafe, not of acceptable quality, or unsuitable for their intended purpose.

Where applicable, a consumer may return qualifying goods within six months of delivery and may be entitled to a repair, replacement or refund, as provided for by law.

If you believe that your product is defective, unsafe or does not meet the requirements applicable to the goods, please contact First Form as soon as reasonably possible after discovering the problem.

We may request reasonable information, photographs, batch information or other evidence to help us assess the issue. We may also need to inspect the product.

We will not refuse a statutory remedy merely because a product has been opened or used where the consumer's legal rights otherwise apply.

The statutory rights described above are separate from First Form's voluntary 30-day change-of-mind return policy.

3. Online Orders and Cooling-Off Rights

Where applicable to an electronic transaction, consumers may have a statutory right under section 44 of the Electronic Communications and Transactions Act to cancel a transaction for goods within seven days after receiving the goods, without giving a reason and without penalty, subject to the exclusions and requirements contained in the Act.

Where this statutory cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods.

The statutory cooling-off right does not apply to every transaction. The ECTA contains exclusions, including certain goods that, by their nature, cannot be returned or that are likely to deteriorate or expire rapidly.

Where a statutory cooling-off right applies, First Form will process the refund in accordance with the applicable legal requirements.

This section does not limit any other consumer right available under South African law.

4. How to Request a Return

To request a return, please contact:

Email: firstform.skin@gmail.com

Please include:

  • your full name;

  • order number;

  • date of purchase;

  • product(s) you wish to return;

  • reason for the return; and

  • photographs where relevant, particularly where the product is damaged, defective or incorrect.

Please do not send products back before receiving return instructions from First Form.

We may provide you with a return authorisation and instructions explaining where and how the product must be returned.

Products sent to an address without prior return authorisation may be delayed or may not be identifiable to a specific order.

5. Return Address

First Form does not currently publish its return address publicly.

If your return request is approved, we will provide you with the applicable return address and return instructions by email.

Please do not send any products to an address before receiving return authorisation and the correct return address from First Form.

Any product sent to an address other than the address provided by First Form may not be accepted or processed as a return.

6. Return Shipping Costs

The responsibility for return shipping depends on the reason for the return and the consumer's legal rights.

Change-of-mind returns

For First Form's voluntary 30-day change-of-mind returns, the customer is responsible for the reasonable direct cost of returning the product unless First Form agrees otherwise.

Defective, unsafe or incorrectly supplied products

Where a product is defective, unsafe, incorrectly supplied or otherwise falls within a statutory return or remedy available under South African law, First Form will handle return costs in accordance with the consumer's applicable legal rights.

Statutory cooling-off returns

Where the ECTA cooling-off provisions apply, the consumer may be responsible for the direct cost of returning the goods, as provided by section 44 of the ECTA.

7. Damaged Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives damaged, please contact us promptly at:

Email: firstform.skin@gmail.com

Please provide:

  • your order number;

  • photographs of the product;

  • photographs of the external packaging;

  • photographs showing the damage; and

  • a brief description of what happened.

Do not dispose of the damaged product or packaging until First Form has had a reasonable opportunity to assess the matter.

Where the product was damaged before delivery or otherwise falls within your statutory consumer rights, First Form will provide the remedy required by applicable law.

8. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us as soon as possible.

First Form will arrange an appropriate remedy, which may include:

  • collection or return of the incorrect product;

  • delivery of the correct product; or

  • a refund,

depending on the circumstances and the consumer's applicable rights.

Where the incorrect product was supplied due to an error by First Form, First Form will cover the reasonable return or collection costs.

9. Unused Change-of-Mind Returns

For voluntary change-of-mind returns, First Form reserves the right to refuse a return where the product:

  • has been opened;

  • has had its protective seal broken;

  • has been used or applied;

  • has been partially or completely consumed;

  • has been damaged or contaminated after delivery;

  • is missing its original packaging;

  • has been altered or tampered with; or

  • cannot reasonably be resold as a new skincare product.

These conditions apply only to voluntary change-of-mind returns and do not override statutory consumer rights.

10. Products That Cannot Be Returned for Change of Mind

For health, hygiene and product-integrity reasons, First Form generally does not accept voluntary change-of-mind returns of skincare products that have been opened, unsealed, used or applied.

This includes, without limitation:

  • facial serums;

  • skincare treatments;

  • moisturisers;

  • cleansers;

  • skincare bundles; and

  • other personal-care products.

An unopened and properly sealed product may still qualify for a voluntary change-of-mind return if it satisfies the requirements in this policy.

This exclusion does not apply where applicable law gives the consumer a right to return the product or obtain a remedy, including rights relating to defective, unsafe or incorrectly supplied goods.

11. Allergic Reactions and Skin Sensitivity

First Form products are intended for their stated cosmetic purposes and should be used according to the product instructions.

Customers should review the product information and ingredient list before use and follow any patch-testing or usage guidance provided with the product.

A customer's individual skin sensitivity or allergic reaction does not automatically mean that a product is defective.

However, if you believe that you have experienced an adverse reaction because a product was unsafe, incorrectly labelled, contaminated, defective or otherwise failed to comply with applicable legal requirements, please contact First Form immediately so that the matter can be investigated.

Where applicable, your statutory consumer rights remain unaffected.

12. Exchanges

If you wish to exchange an eligible unopened product for another product, please contact First Form before sending anything back.

Subject to availability, First Form may offer an exchange.

Where an exchange is not available or appropriate, you may instead be required to return the eligible product and place a new order.

An exchange is not intended to limit any statutory remedy available to a consumer in respect of defective, unsafe or incorrectly supplied goods.

13. Sale Items and Promotional Products

Products purchased during a sale or promotional campaign may still be subject to the same consumer rights as other products.

A sale price does not, by itself, remove a consumer's statutory rights in relation to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

For voluntary change-of-mind returns, promotional products may be subject to the return conditions displayed at the time of purchase, provided those conditions are lawful and do not limit rights that cannot legally be excluded.

14. Gift Cards

Gift cards and vouchers are not eligible for voluntary change-of-mind returns once purchased, except where otherwise required by applicable law.

Nothing in this section limits a consumer's statutory rights.

15. Refunds

Once First Form receives a returned product, we may inspect it to determine whether the requested return qualifies under this policy or applicable law.

We will notify you once the assessment has been completed.

Where a refund is approved, the refund will generally be processed to the original payment method used for the purchase, unless another method is agreed or required by law.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Where a statutory refund period applies, First Form will comply with the applicable statutory period.

16. Partial Refunds and Deductions

For voluntary change-of-mind returns, First Form may refuse the return or make a reasonable deduction where permitted by law if the product has been used, consumed, damaged, altered, contaminated or otherwise returned in a condition that prevents it from being resold as new.

Any deduction will not be used to reduce a refund that the consumer is legally entitled to receive under applicable consumer-protection legislation.

17. Returns That Are Not Approved

If a voluntary change-of-mind return does not satisfy the requirements of this policy, First Form may decline the voluntary return.

Where appropriate, we may offer to return the product to the customer at the customer's cost.

A decision regarding a voluntary change-of-mind return does not affect any separate statutory rights the customer may have.

18. Proof of Purchase

A valid order confirmation, invoice, receipt or other reasonable evidence of purchase may be required to process a voluntary return.

If you cannot locate your receipt, please contact us. We may be able to locate the transaction using your order number, name, email address or other transaction information.

19. Returns Process

To protect both First Form and our customers, returns must follow the authorised return process.

Step 1: Contact First Form at firstform.skin@gmail.com

Step 2: Provide your order details and explain the reason for the return.

Step 3: Wait for First Form to confirm whether the return has been authorised and provide return instructions.

Step 4: Package the product securely, using the original packaging where reasonably possible.

Step 5: Send the product using the return method provided by First Form.

Step 6: First Form will assess the returned product and process the applicable remedy.

20. Fraudulent or Abusive Returns

First Form reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include, for example:

  • returning products that were not purchased from First Form;

  • submitting false damage or defect claims;

  • repeatedly misrepresenting the condition of returned products;

  • returning materially different products;

  • tampering with products or packaging; or

  • attempting to obtain multiple refunds for the same order.

Where permitted by law, First Form may refuse voluntary returns associated with fraudulent or abusive conduct and may take appropriate steps to protect the business and its customers.

Nothing in this section limits a consumer's legitimate statutory rights.

21. International Orders

This policy is primarily intended for purchases delivered within South Africa.

Where an order is delivered outside South Africa, mandatory consumer-protection laws applicable in the destination country may apply.

Where another country's mandatory law gives a consumer rights that cannot lawfully be excluded, those rights will apply to the extent required by that law.

22. European Union Consumers

Where First Form sells and delivers products to consumers in the European Union, mandatory EU consumer-protection requirements may apply.

Where applicable, EU consumers may have statutory cancellation rights that cannot be excluded by this policy.

The rights and exceptions applicable to the specific transaction will be determined by the mandatory law governing that transaction.

23. No Waiver of Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded, restricted or waived under South African law.

If any provision of this policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail to the extent of the conflict.

All other provisions of this policy will remain in effect.

24. Contact Us

If you have any questions regarding returns, refunds or exchanges, please contact:

First Form
Email: firstform.skin@gmail.com

Please include your order number in all return-related correspondence.

Important Legal Notice

This policy is designed around the South African consumer-protection framework and should be reviewed by a South African attorney or suitably qualified legal professional before being published as First Form's final legal policy.

South African consumer law can impose rights that a retailer cannot contract out of. In particular, the Consumer Protection Act provides statutory protections concerning the quality and safety of goods, including the six-month implied warranty framework, while the ECTA contains specific rules for electronic transactions and cooling-off rights.

First Form's voluntary 30-day return policy is intended to provide an additional customer benefit and is not intended to replace those statutory rights.