Refund policy
Refund & Returns Policy
Last updated: July 2026
Paul Mitchell The Salon ("we", "us", or "our") operates paulmitchellsa.co.za. By placing an order through this website, you agree to the terms below. We want you to shop with complete confidence — if something isn't right, we'll make it right.
1. Returns — Change of Mind
You may return any product due to a change of mind within 30 days of delivery, provided the product is unused, unopened, and in its original packaging and condition.
- You will receive a full refund of the product price to your original payment method, or store credit if you prefer.
- Original shipping costs are not refunded, and return shipping is for the customer's account.
- To start a return, contact us at info@paulmitchellsa.co.za or +27 (12) 997-4417 with your order number.
Returns can be made by mail (courier), at a drop-off location arranged with us, or in store at our salon in Woodlands Boulevard, Pretoria.
2. Defective, Damaged or Incorrect Products
If your product arrives damaged, defective, or is not what you ordered, please contact us within 14 days of delivery. In line with the Consumer Protection Act, defective products may be returned within 6 months of purchase.
For valid claims, we will cover the return shipping and you may choose:
- (a) a full refund to your original payment method;
- (b) store credit; or
- (c) a replacement product (subject to stock availability).
Claims are processed within 5 business days of receiving the returned item.
3. Refund Processing
Once your return is received and inspected, approved refunds are processed within 5 business days to your original payment method. Depending on your bank, it may take a further few days for the refund to reflect in your account.
4. Non-Returnable Items
For hygiene reasons, we cannot accept change-of-mind returns on products that have been opened or used. This does not affect your rights in respect of defective products.
5. Cancellations
You may cancel your order at no charge at any time before it has been dispatched. Contact us as soon as possible if you wish to cancel. Once dispatched, the change-of-mind return process above applies.
6. Out-of-Stock Items
We try to maintain accurate stock counts, but occasionally a discrepancy may occur. If we cannot fulfil part of your order, we will contact you and offer a refund or store credit for the unavailable items and dispatch the rest of your order.
7. Parcels Damaged or Lost in Transit
If your parcel arrives visibly damaged, please reject the delivery if possible and contact us immediately. If your parcel is lost in transit, we will open an investigation with the courier and issue a refund, store credit, or replacement once the courier confirms the claim.
8. Shipping
Shipping anywhere in South Africa is a flat R100.00, with free delivery on orders over R500.00. See our Shipping Policy for full details.
9. Contact Us
For all returns and refund enquiries:
- Phone: +27 (12) 997-4417
- Email: info@paulmitchellsa.co.za
- Address: Woodlands Boulevard Shopping Centre, Shop 221, Garsfontein, Pretoria, 0081, South Africa
- Hours: Monday–Saturday, 9am–5pm