Refund policy

Return & Refund Policy

We, at Clout, take product integrity very seriously to ensure the safety and wellbeing of our customers. Clout Group (Pty) Limited imports beauty, skincare, haircare, cosmetics and food products into South Africa. Because the safety of these products depends on how they are stored and handled, our returns process reflects that. As such, we have a strict Return Policy while giving full effect to your rights under South African law. 

Changing Your Mind? 7-Day Return Policy

If you bought from us online, you may cancel your order and return the goods within 7 days of receiving them, without giving a reason. You pay the cost of returning the goods to us, and we will refund you in full within 30 days of your cancellation.

Because of the nature of the products we sell, the following may not be returned under this 7-day right:

  • Food and confectionery products, including all chocolate, and any other perishable goods. These cannot be returned once they have left our control, as we cannot verify how they have been stored or transported.

  • Cosmetics, skincare, body care and haircare products where the seal has been broken, or where the product has been opened, used, sampled or tested in any way. These products cannot be returned once opened, for reasons of hygiene and product safety.

  • Custom, personalised or special-order items, made or ordered to your specifications.

You are welcome to open the outer box or carton to look at the product. Only breaking the product's own seal removes your right to return it under this section. 

Returns under this section are inspected on arrival to confirm that the product is not one of the excluded items above and that its seal is intact. Where it qualifies, we refund you in full. Where a product arrives with its seal broken, or is a food or perishable item, we will contact you to discuss the options available to you.

To cancel, email admin@cloutgrp.com with your order number and proof of purchase.

30-Day Return Policy

Beyond the 7 days above, we offer a 30-day return window on most products, which means you have 30 days after receiving your item to request a return, subject to the following conditions:

  • The item must be unused, unopened and in its original sealed packaging and undamaged condition.

  • The product must not have been exposed to direct sunlight, heat, extreme cold, humidity, or any other conditions that could compromise its quality.

  • Items returned under this 30-day policy are inspected on arrival, and the return or exchange is approved only if the conditions above are met.

To request a return, you can contact us at admin@cloutgrp.com. Items sent back to us without first requesting a return will not be accepted. Please note that returns will need to be sent to the Shipping Address below.

This 30-day policy does not apply to:

  • Opened, used or tampered products

  • The items listed as excluded under the 7-day section above

  • Sale items and promotional products, unless the product is defective

These conditions apply to our 30-day policy only. They do not affect your rights where a product is defective, damaged, or not what you ordered, which are set out below.

Exchanges

Product exchanges are subject to approval and must be confirmed in writing before any item is returned.

Defective or Damaged Products

Please inspect your order upon receiving it and contact us immediately, by sending us an email at admin@cloutgrp.com, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If a product is defective, unsafe, or not of the quality you are entitled to expect, you may return it within 6 months of delivery, without penalty and at our cost. You choose whether you would like the item replaced or your money refunded. Where a product can be repaired, you may choose a repair instead. If we repair a product and the same fault, or a further fault, appears within three months of that repair, we will replace the product or refund you. We will arrange and pay for collection. If we repair a product and the same fault, or a further fault, appears within three months of that repair, we will replace the product or refund you.

A product will not be regarded as defective where the fault results from normal wear and tear, negligence, or damage arising from misuse or from improper or inadequate care of the product. A product will not be regarded as defective where it has been altered contrary to the instructions provided, or where the fault arises from something done to the product after it left our control.

Wrong Items Delivered

If we send you the wrong item, or goods you had no chance to examine before delivery and you reject them on arrival, contact us within 10 business days of delivery and we will collect them at our cost and refund you in full.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Approved refunds are processed within 15 business days, and are returned by the same method you used to pay:

  • Card payments are refunded to the card used for the original purchase.

  • Pay-by-bank, instant EFT and Capitec Pay payments are refunded by EFT to your bank account. We will contact you for your banking details.

  • Buy-now-pay-later payments are refunded to your credit provider, who will adjust or cancel your instalment plan. Any instalments already paid are returned by them, not by us.

  • Where the original payment method cannot be reversed, we will arrange an EFT with you.

Shipping Address

To return your product, you should courier your product to:

Clout Group (Pty) Limited
 Unit 2
 2 3rd Avenue, Corner Voortrekker Road
 Maitland, Cape Town
 Western Cape
 South Africa
 7404

If you are shipping an item over R500.00 we suggest you make use of a trackable shipping service or purchasing shipping insurance.

Shipping / Courier Costs

Where you are returning a product because you have changed your mind, or under our 30-day policy, the shipping or courier fees are your responsibility and are non-refundable.

Where a product is defective, damaged, unsafe, or not what you ordered, we carry the cost of the return and will arrange collection.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us admin@cloutgrp.com.