Thank you for shopping with Guiding Stars. We take great pride in the quality of our products.
Please read this Cancellation & Returns Policy carefully before placing an order.
Order Cancellations
1.1 Pre‑Dispatch Cancellations
You may cancel your order before it has been dispatched by contacting us at info@guidingstars.co.za as soon as possible.
If the cancellation is successful, a full refund will be processed to your original payment method, in accordance with section 6 below.
Once an order has been dispatched, it can no longer be cancelled and will be subject to the returns process in section 2 below.
Returns Policy
Due to the hygienic and personal‑use nature of cosmetic, facial and haircare products:
Opened, used, or tampered products cannot be returned or refunded, unless faulty or incorrectly supplied.
We encourage customers to review product descriptions, ingredients, and suitability carefully before purchasing.
Returns Eligibility
You may return a product if:
Products that do not qualify for return include:
Faulty or Incorrect Products
If you receive a product that is:
please contact us within 48 (forty eight) hours of delivery at info@guidingstars.co.za providing:
Your order number;
A description of the issue; and
Clear photographs of the product and packaging.
Once the issue is verified, we will arrange a replacement or refund, in line with applicable consumer legislation.
Return Process
Email info@guidingstars.co.za with your order number and reason for return.
Await return authorisation and instructions from our team.
Securely package the item and return it using the approved method.
Unauthorised returns may not be accepted.
Refunds
Approved refunds will be processed within 5 (five) business days after the returned item has been inspected.
Refunds will be issued to the original payment method used at checkout.
Shipping fees are non‑refundable, unless the return is due to our error.
Return Shipping Costs
Customers are responsible for return shipping costs unless the product is faulty or incorrect.
We recommend using a trackable courier service, as we cannot be responsible for items lost in transit.
Skin Sensitivity Disclaimer
As with all personal care products:
Results may vary depending on individual skin or hair type.
We recommend conducting a patch test before full use.
Allergic or sensitivity reactions do not qualify as defects unless caused by incorrect manufacturing.
Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection laws.
Contact Us
If you have any questions regarding cancellations or returns, please contact:
Email:
info@guidingstars.co.za
Business hours:
Mondays-Thursdays: 09:00-16:30
Fridays: 09:00-12:30
The information, products, and content provided on this website are intended for general information and cosmetic use only. While we make every effort to ensure that our products are formulated using high‑quality ingredients, individual results may vary.
Our products are not intended to diagnose, treat, cure, or prevent any medical condition and should not be regarded as medical or dermatological advice. Always consult a qualified healthcare professional or dermatologist before using any new cosmetic or personal care product, particularly if you have sensitive skin, allergies, scalp conditions, or any underlying medical concerns, or you are currently on medication for the treatment of any skin condition.
It is your responsibility to read all product labels, ingredient lists, and usage instructions provided on the products and/or website carefully before use. We recommend performing a patch test prior to first application. Discontinue use immediately if irritation, redness, or adverse reactions occur.
By using this website and purchasing and/or using our products, you acknowledge and agree that we shall not be held liable for any direct, indirect, or incidental damages arising from the use or misuse of our products, and indemnify us fully in that regard, except as required and/or permitted under applicable consumer protection laws.
All content on this website, including product descriptions, images, and recommendations, is provided in good faith but without warranties of any kind, whether express or implied.
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