We have a 7-day return policy, which means you have 7 days after receiving your item or service to request a return or refund.

HAIRCARE RETAIL

For hygiene purposes there is no refund on hair care products that can be opened or where the packaging or tamper proof seal where provided has been tampered with. To be eligible for a return your item must be in the same condition as you received it, unopened with the box seal still in tact and in it’s original packaging undamaged or opened. 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 request. In the event that your order is damaged or an incorrect item was delivered in error by us you may return it to us within 7 days of delivery for an exchange.

If a refund is approved, then your refund will be processed, a credit will automatically be applied to your original method of payment or a replacement will be sent at the discretion of the business. For hygiene reasons, we cannot accept returns of haircare products that do not work for you. 

APPLIANCES

If your appliance appears to have a manufacturing defect then we will return it to the supplier or national distributor who will decide on a repair or a replacement. We will notify you on the outcome provided to us by the supplier or national distributor.

With a claim of defect, the goods shall be returned for a repair, replacement or refund depending on the decision by the local national distributor for that brand. Refunds and warranties will not be applied to goods that have been damaged due to misuse, negligence and/or not correctly following the instructions supplied with the product by the manufacturer.

All appliances purchased are final, we cannot refund returned appliances if the appliance has no manufacturing defect.

The local distributor or importer will be solely responsible for deciding on any refunds or repairs, the end user therefore has no claim against the reseller (The Federation Store). The reseller (The Federation Store) will only act as an intermediary between the end user and the appliance importer or distributor.

SALON SERVICES

We have a no refund policy on services provided in the salon, where we may need to adjust a service outcome this needs to be brought to the salon's attention within 7 days of the service by sending a detailed email to info@thefederation.co.za We reserve the right to offer a fix or adjustment or alternatively a gift voucher to be used on any services within the salon.

If the client opts not to allow The Federation to repair, adjust or fix a service and makes a decision to have a fix done elsewhere then the client relinquishes all their rights to any claims, recourse or damages. 

All service vouchers refund requests are subject to a 35% cancellation fee as determined by the CPA (consumer protection act) Reasonable cancellation penalty charge in terms of section 17 against cancellation without penalty in terms of section 19 read with section 21 of the Consumer Protection Act.

For billing disputes clients are advised to discuss any billing issues with their stylist on the day of the service, if the client still disagrees with the charges the client is urged to send a detailed description of the billing dispute within 7 days of the service to info@thefederation.co.za

STEPS TO FOLLOW FOR A RETURN OR REFUND

• Contact us at info@thefederation.co.za within 7 days of your receipt of goods or services and kindly attach images and a short description of why you would like to return the item or unhappy with a service.
• Please note that we only accept returns for damaged goods or if the wrong product was shipped due to an internal error.  No other returns are permitted.  We do not exchange products that were incorrectly ordered.
• To be eligible for a product return, your item must be in the same condition as you received it, unopened, with the box seal still in tact and in its original packaging.
• You need the receipt or proof of purchase and your order number in order to proceed with return / refund process. 
• Each return will be evaluated on a case-by-case basis and accepted or denied accordingly.
• If your return is accepted for product returns, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
• Items sent back to us without first requesting a return will not be eligible for a refund or replacement.
• We will notify you once we’ve received and inspected your return of damaged goods, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@thefederation.co.za

INTERNATIONAL CARD PAYMENTS

Unfortunately our card merchant provider cannot process card refunds to clients using debit or credit cards issued by international banks. We are a South African business and are only authorised to do business within the borders of South Africa and therefore we can only issue card refunds to cards issued by South African banks. For refunds please message info@thefederation.co.za to enquire on our alternative refund options for clients that may have used international credit or debit cards to transact on our online shop.

ON SALES ITEMS

On Sale items cannot be returned or refunded. 

HELP

Contact us at info@thefederation.co.za for any further questions related to refunds and returns.