Terms of Service

Last updated: 9 June 2026

Welcome to M ROSS. These Terms of Service explain the rules that apply when you use our website, browse our store, create an account, place an order, purchase products, contact us, or otherwise use our services.

This website is operated by M ROSS. Throughout these Terms, the words “we”, “us” and “our” refer to M ROSS. The words “you” and “your” refer to any customer, visitor, user or person who accesses or uses our website or services.

By using our website or purchasing from M ROSS, you agree to these Terms of Service, our Privacy Policy, Returns & Refunds Policy, Shipping Policy and any other policies displayed on our website.

If you do not agree to these Terms, please do not use our website or purchase from our store.

1. Business information

Business name: M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa

2. Online store

M ROSS provides an online shopping experience for hair care, beauty, salon and related products.

Our store is powered by Shopify, which provides the e-commerce platform that allows us to sell our products and services to you.

3. Eligibility to use our store

By using our website, you confirm that you are legally able to enter into a binding agreement.

If you are under the age of majority in your country or province, you may only use our website with the involvement and consent of a parent or legal guardian.

You may not use our website or products for any unlawful, harmful, fraudulent or unauthorised purpose.

4. Products and product information

We aim to display our products as accurately as possible, including product names, descriptions, images, pricing, sizes, ingredients, usage instructions and availability.

However, product packaging, ingredients, formulas, labels and descriptions may change from time to time. Customers should always read the product packaging, ingredients, warnings and directions before using any product.

Product images are for display purposes and may differ slightly from the actual product due to packaging updates, lighting, screen settings or supplier changes.

We do not guarantee that product colours, packaging or images displayed on your device will be completely accurate.

5. Product use and results

Our products are intended for general beauty, hair care, scalp care, styling or personal-care use, unless stated otherwise.

Results may vary from person to person depending on hair type, scalp condition, product routine, frequency of use, previous treatments, colour history, heat styling, lifestyle and other factors.

Any product advice, routine suggestions or recommendations provided by M ROSS are general guidance only and should not be treated as medical advice, dermatological advice or a guaranteed result.

If you have allergies, sensitivities, scalp conditions, skin conditions, are pregnant, are taking medication, or are unsure whether a product is suitable for you, please consult a qualified professional before use.

You are responsible for following the product instructions, warnings and usage directions supplied by the manufacturer.

6. Allergies, sensitivities and patch testing

Hair care, beauty and personal-care products may cause irritation or allergic reactions in some individuals.

Before using a new product, especially colour, scalp, treatment, chemical or active products, we recommend that you perform a patch test where appropriate and follow the manufacturer’s instructions.

M ROSS is not responsible for reactions caused by misuse, failure to follow instructions, known allergies, undisclosed sensitivities, incorrect application, overuse, or use of a product for a purpose other than intended, except where liability cannot be excluded under South African law.

7. Pricing

All prices are displayed in South African Rand unless stated otherwise.

We may change prices at any time without prior notice. The price charged will be the price shown at checkout at the time your order is placed, unless there is an obvious error.

Prices may include or exclude delivery fees, depending on the offer, product, promotion or delivery option selected.

Delivery fees, taxes or other charges will be displayed at checkout where applicable.

8. Pricing errors and stock errors

We try to ensure that all product prices, promotions, stock levels and descriptions are accurate.

However, mistakes may occasionally happen. If a product is listed at an incorrect price, with incorrect information, or as available when it is actually out of stock, we may cancel or correct the order and refund you where payment has already been made.

We will not be required to supply a product at an obviously incorrect price or under obviously incorrect terms where the error is clear and reasonable.

9. Promotions, discounts and voucher codes

Promotions, discounts, bundles, free gifts, voucher codes and special offers are subject to the specific terms shown with that offer.

Unless stated otherwise, promotions cannot be combined with other offers, discounts or voucher codes.

Promotions may be limited by date, stock availability, customer eligibility, order value, product type or quantity.

We may amend, suspend or withdraw promotions at any time, provided this does not affect orders already lawfully accepted by us.

If you return an item that formed part of a promotion, bundle or free-gift offer, your refund may be adjusted to reflect the value of the items you kept, and any free gift may need to be returned unused and unopened.

10. Orders

When you place an order, you are making an offer to purchase the products in your cart.

An order is only accepted once we have confirmed it and/or started processing it. Receiving an order confirmation email does not always mean that your order has been finally accepted, especially where payment, stock, pricing or fraud checks are still pending.

We reserve the right to refuse, cancel or limit any order where reasonably necessary, including where:

Payment is not authorised or is reversed.

The product is unavailable.

There is an obvious pricing, stock or description error.

We suspect fraud, abuse, unauthorised activity or resale misuse.

The delivery address is incomplete, invalid or outside our delivery area.

The order appears unusual, excessive or inconsistent with normal personal use.

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled item or order.

11. Payment

Payment must be made using the payment methods available at checkout.

You confirm that you are authorised to use the payment method selected.

All payments are processed through secure third-party payment providers. M ROSS does not store full payment card details.

Orders may only be processed once payment has been successfully authorised or received.

12. Delivery

We deliver to the areas and addresses supported by our courier or delivery partners.

Delivery times shown on our website are estimates only. While we aim to deliver orders as quickly as possible, delivery may be affected by courier delays, stock availability, payment verification, public holidays, incorrect delivery details, weather, strikes, load shedding, high order volumes or events outside our control.

You are responsible for providing complete and accurate delivery information.

If a delivery fails because you provided incorrect details, were unavailable, failed to answer the courier, or failed to collect the parcel, you may be responsible for any additional delivery, return or redelivery fees.

Risk in the products passes to you when the products are delivered to the delivery address or collected by you or your authorised representative.

13. Returns, refunds and exchanges

Returns, refunds and exchanges are handled according to our Returns & Refunds Policy and applicable South African consumer law.

For online purchases, you may have a legal cooling-off right to cancel within 7 days of receiving the goods, subject to applicable legal limits and product conditions.

For hygiene and safety reasons, opened, used, tested, sprayed, tampered-with or unsealed hair care, scalp care, cosmetics and personal-care products cannot be returned for change of mind, unless they are defective, damaged or incorrectly supplied.

Defective, damaged, unsafe or incorrect products will be handled in line with South African consumer protection law.

Nothing in these Terms is intended to remove or limit any consumer rights that you have under applicable law.

14. Damaged, incorrect or defective products

If you receive a damaged, incorrect or defective product, please contact us as soon as possible at:

support@mross.co.za

Please include your order number, photos of the product, packaging and courier waybill, and a clear description of the issue.

Where the product is confirmed to be defective, damaged, unsafe, not of acceptable quality, or incorrectly supplied, we will assist you in line with our Returns & Refunds Policy and applicable South African consumer law.

15. Product availability

All products are subject to availability.

We may limit quantities, discontinue products, update product ranges, change suppliers or remove products from the website at any time.

Adding a product to your cart does not reserve the product. Stock is only allocated once your order is processed, subject to payment and availability.

16. Customer accounts

You may be able to create an account on our website.

You are responsible for keeping your login details confidential and for all activity that occurs under your account.

You agree to provide accurate, complete and up-to-date account information.

Please notify us immediately if you believe your account has been accessed without authorisation.

We may suspend or close an account if we reasonably suspect fraud, abuse, misuse, unauthorised activity, or breach of these Terms.

17. Reviews, comments and user content

If you submit a review, comment, photo, message, suggestion or other content to M ROSS, you confirm that the content is accurate, lawful, your own, and does not infringe any third-party rights.

You may not submit content that is false, misleading, abusive, defamatory, offensive, unlawful, discriminatory, spam-related, or harmful.

By submitting content, you allow M ROSS to use, display, reproduce, edit and share that content for website, marketing, customer service and business purposes, unless you specifically request otherwise and we agree.

We may remove or refuse to publish content that we consider inappropriate, unlawful, misleading, offensive or inconsistent with our brand.

18. Intellectual property

All content on our website, including text, graphics, logos, design, images, product layouts, website structure, branding, product descriptions and other materials, belongs to M ROSS or is used with permission from suppliers, licensors or service providers.

You may not copy, reproduce, modify, distribute, sell, exploit or use our website content for commercial purposes without our written permission.

19. Third-party brands and products

M ROSS may sell products from third-party brands, suppliers or manufacturers.

Brand names, trademarks, product names and logos belong to their respective owners.

Unless clearly stated, M ROSS is not the manufacturer of third-party branded products and is not claiming ownership of those brand names or trademarks.

Use of third-party brand names on our website is for product identification and retail purposes only.

20. Third-party links and tools

Our website may contain links to third-party websites, platforms, apps, tools or services.

We are not responsible for the content, security, availability, accuracy, privacy practices or terms of any third-party websites or services.

Your use of third-party websites, payment providers, delivery partners, apps or tools may be subject to their own terms and privacy policies.

21. Privacy

Your personal information is handled according to our Privacy Policy.

By using our website, creating an account, placing an order or contacting us, you acknowledge that we may collect and process your personal information for purposes such as order processing, payment, delivery, customer support, marketing, fraud prevention and legal compliance.

22. Prohibited uses

You may not use our website or services to:

Break any law or regulation.

Commit fraud or attempt unauthorised transactions.

Interfere with the security or operation of our website.

Upload viruses, malware or harmful code.

Scrape, copy or harvest information from our website without permission.

Misrepresent your identity or payment authority.

Abuse promotions, discounts, returns or refunds.

Resell products in a way that violates supplier terms, brand restrictions or applicable law.

Submit false, misleading, offensive or unlawful content.

Infringe the rights of M ROSS, our customers, suppliers, service providers or third parties.

We may restrict, suspend or terminate access to our website if we reasonably believe these Terms have been breached.

23. No unlawful limitation of consumer rights

Nothing in these Terms is intended to unlawfully limit, exclude or reduce any rights you may have under South African law, including the Consumer Protection Act, Electronic Communications and Transactions Act, POPIA or any other applicable law.

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed or limited to the minimum extent necessary, and the rest of the Terms will continue to apply.

24. Limitation of liability

To the extent allowed by law, M ROSS will not be liable for indirect, incidental, special or consequential losses, including loss of profit, loss of business, loss of data, loss of goodwill or loss of opportunity.

We are not responsible for losses caused by:

Incorrect information provided by you.

Misuse of products.

Failure to follow product instructions or warnings.

Third-party service failures outside our control.

Courier delays outside our control.

Website interruptions, technical issues or security incidents outside our reasonable control.

Events beyond our reasonable control.

This clause does not limit liability where the law does not allow liability to be limited, including liability for defective, unsafe or harmful goods where applicable consumer law applies.

25. Indemnity

You agree to indemnify M ROSS against claims, losses, damages, costs or expenses arising from your breach of these Terms, misuse of our website, unlawful conduct, violation of third-party rights, or misuse of products, except where we are responsible under applicable law.

26. Events outside our control

We will not be responsible for delays or failure to perform where caused by events outside our reasonable control, including courier disruptions, strikes, natural disasters, fire, flood, power failures, load shedding, internet failures, supplier delays, stock shortages, war, civil unrest, government restrictions, pandemics or other force majeure events.

27. Changes to our website and services

We may update, change, suspend or discontinue any part of our website, product range, services, pricing, promotions or content at any time.

We may also update these Terms from time to time. The updated version will be posted on our website with the latest “Last updated” date.

Your continued use of our website after changes are posted means that you accept the updated Terms.

28. Complaints and customer support

If you have a complaint or customer service query, please contact us at:

support@mross.co.za

Please include your order number, contact details and a clear description of the issue so that we can assist you properly.

29. Governing law

These Terms are governed by the laws of the Republic of South Africa.

Any dispute relating to these Terms, our website, our products or your order will be dealt with under South African law, subject to any consumer rights or dispute resolution processes available to you under applicable law.

30. Contact information

For questions about these Terms of Service, please contact:

M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa