Refund policy

UBELLA Academy (Pty) Ltd Registration Number: 2021/682226/07 Last updated: 29 July 2026

This Returns and Refunds Policy applies to purchases made through www.ubella.co.za and is issued in accordance with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"). It applies to South African and international customers, in addition to any non-waivable statutory rights you may have in your own country.

1. Physical Products

1.1 Cooling-Off Right (Change of Mind)

In accordance with Section 44 of the ECT Act, if you purchased a physical product through our online shop, you have the right to cancel the transaction within 7 (seven) calendar days of receiving the goods, without penalty and without needing to provide a reason.

To qualify for a cooling-off return:

• The product must be unused, unopened, and in its original condition and packaging;
• For hygiene and safety reasons, make-up, brushes, sponges, and other beauty products that have been opened, used, or had their hygiene seal broken cannot be returned under the cooling-off right, unless the product is defective;
• You must notify us in writing at info@ubella.co.za within the 7-day period; and
• You are responsible for the cost of returning the goods to us, unless the goods are faulty or were incorrectly supplied.

1.2 Defective, Damaged, or Incorrect Products

In accordance with Section 56 of the CPA, you are entitled to return goods that are defective, unsafe, or fail to meet the quality standards required by law, within 6 (six) months of delivery, for a repair, replacement, or refund at your choice.

If you receive a product that is damaged, defective, or different from what you ordered, please contact us at info@ubella.co.za within 7 days of delivery, including your order number and photographs of the issue where possible. We will arrange a replacement, repair, or refund, and will cover the cost of returning defective or incorrectly supplied items.

1.3 Refund Method and Timing

Approved refunds will be processed to your original payment method within 7–14 business days of us receiving and inspecting the returned item, unless a repair or replacement is agreed instead.

2. Online Courses

2.1 Because online courses provide immediate digital access to course content upon purchase, and once course material has been accessed the service has effectively been rendered, refunds for online courses are limited as follows:

• If you have not yet accessed or logged into the course content, you may request a refund within 7 days of purchase.
• Once you have accessed any part of a course, the purchase is non-refundable, except where the course was materially not as described, was not delivered due to a fault on our part, or where required by applicable law.

2.2 If you experience a technical issue preventing you from accessing a course you have purchased, please contact us at info@ubella.co.za so we can resolve the issue or, where appropriate, provide a refund.

3. Makeup Services and Bookings

3.1 Makeup services (bridal, event, and personal makeup appointments) are provided at a scheduled time and are not "returnable" in the traditional sense.

3.2 If you are dissatisfied with a service provided, please contact us within 48 hours so we can discuss the matter and, where appropriate, agree on a fair resolution.

3.3 Deposit and cancellation terms for bookings are set out in our Terms of Service.

4. How to Request a Return or Refund

To request a return, refund, or exchange, please contact us with your order number and details of the issue:

Email: info@ubella.co.za Phone: 067 060 5687 Business hours: Tuesday – Saturday

5. International Customers

International customers are entitled to the return and refund rights described above. Please note that return shipping for change-of-mind returns from outside South Africa is the customer's responsibility, and any customs duties or import taxes paid are generally non-refundable by UBELLA, as these are levied by the destination country's customs authority.

6. Exceptions

We are not able to accept returns or offer refunds where: the product has been used, opened, or its hygiene seal broken (other than for defective goods); the return request falls outside the applicable time period described above; or the item was purchased on final sale/clearance, where clearly indicated as such at checkout.