Returns & Refund Policy

At M ROSS, we want every customer to be happy with their purchase. Because we sell professional hair care, beauty and salon products, our returns policy is designed to protect both our customers and product hygiene standards.

1. Change-of-mind returns

If you purchased from our online store, you may request a return within 7 days of receiving your order.

To qualify for a change-of-mind return, the product must be:

Unopened, unused, in its original packaging, with all seals, labels and protective packaging intact.

For hygiene and safety reasons, we cannot accept change-of-mind returns on products that have been opened, used, sprayed, tested, damaged, tampered with, or where the hygiene seal has been broken, unless the product is defective.

The customer is responsible for the direct courier cost of returning change-of-mind items to us. This is in line with South African e-commerce rules, which allow the customer to cancel within 7 days, while the direct return cost may be charged to the customer.

2. Defective, damaged or incorrect products

If your product arrives damaged, incorrect, unsafe or defective, please contact us as soon as possible at:

Email: support@mross.co.za
Order number: Your order number 
Photos: Please include clear photos of the product, packaging and courier waybill.

If the product is confirmed to be defective, damaged, unsafe or incorrect, M ROSS will arrange the appropriate solution. Depending on the situation and the customer’s rights under the Consumer Protection Act, this may include a replacement, refund or other suitable remedy.

Customers have statutory protection for defective goods within 7 days, and the remedy choice belongs to the customer where the goods fail to meet the required quality standards. 

3. Products we cannot accept back for hygiene reasons

Unless defective, damaged or incorrectly supplied, we do not accept returns on:

Opened shampoos, conditioners, masks, treatments, oils, serums, scalp products, styling products, cosmetics, personal-care items, samples, travel-size products, or any item where the hygiene seal has been broken.

This is because these products cannot safely be resold once opened or used.

4. Sale items, promotions and bundles

Sale items and promotional items may be returned only if they meet the requirements of this policy.

If you return part of a bundle, promotional set or discounted offer, the refund may be adjusted to reflect the actual value of the items kept. Any free gift received as part of a promotion must also be returned unused and unopened, otherwise its value may be deducted from the refund.

5. Refunds

Once we receive and inspect the returned item, we will notify you whether the return has been approved.

Approved refunds will be processed to the original payment method.

For valid online cooling-off cancellations, refunds will be processed within the legally required period. The ECT Act provides that a full refund must be made within 30 days of cancellation where the customer validly exercises the cooling-off right.

Courier fees are not refundable for change-of-mind returns, unless the return is due to an error by M ROSS, a defective product, or a damaged/incorrect item.

6. How to start a return

To request a return, email us at:

support@mross.co.za

Please include:

Your order number, full name, contact number, reason for return, photos where relevant, and whether you would prefer a refund, replacement or exchange.

Please do not send any product back before your return has been approved by M ROSS.

7. Failed deliveries and uncollected parcels

If a parcel is returned to us because the customer provided incorrect delivery details, was unavailable, or failed to collect the parcel, the customer may be responsible for the second delivery fee.

If the customer chooses to cancel the order after the parcel is returned to us, the refund may exclude courier costs already incurred, unless the cancellation falls under a valid legal cooling-off right.

8. Your legal rights

Nothing in this policy is intended to remove or limit any rights you may have under South African consumer law. Any clause that tries to exclude statutory consumer protection rights under the ECT Act consumer protection chapter is not valid.