Refund Policy

Change of Mind

• Returns for change of mind are accepted within 14 days of delivery, provided the item is:
• Unused and in its original condition, and
• In its original packaging with all labels intact.
• The customer is responsible for all courier costs (both ways).
• Refunds exclude the original delivery cost.
• The R25 packaging fee is non-refundable.
• Proof of purchase is required for all returns.

 

Faulty or Defective Items

• In line with the Consumer Protection Act (CPA), you may return goods that are defective, unsafe, or not as described within 6 months of purchase.
• You may request a repair, replacement, or refund.
•  If the product is found defective, The Prism will cover return shipping costs.

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How to Request a Return

1. Email info@theprism.co.za with your order number, item details, and reason for return.

2. We will confirm eligibility and provide courier instructions.

3. Returned items will be inspected upon arrival. If products are found to be used,

damaged, or not in their original condition, THE PRISM reserves the right to decline the refund or apply a partial refund.

4. Refunds are processed to your original payment method within 7–14 business days after we receive and inspect the returned product.

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Non-Returnable Items

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We cannot accept returns for:

•  Opened skincare, body, or personal-use products,

•  Custom, made-to-order, or personalised items,

•  Perishable or hygiene-sensitive products,
•  Sale or clearance items (unless defective).