Online Store Refund Policy
Last Updated: February 2026
At The Hair Transplant Clinic (THTC), we maintain the highest standards of medical hygiene and safety. Because our products are designed for specialized hair restoration and scalp health, we have strict protocols regarding returns to protect the well-being of all our patients.
1. Core Return & Refund Policy
|
Category |
Policy Detail |
Terms & Conditions |
|---|---|---|
|
Return Window |
14 Days |
You have 14 calendar days from the date of delivery to initiate a return request. |
|
Product Condition |
Unopened & Sealed |
Items must be in their original, unopened packaging with all safety seals, shrink-wrap, and tamper-evident tabs intact. |
|
Refund Method |
Credit or Original Payment |
Approved returns can be settled via THTC store credit or a reversal to your original payment method. |
|
Exclusions |
Opened/Used Items |
Any product that has been opened, used, or had its seal tampered with is strictly ineligible for return. |
2. Non-Returnable Items (Hygiene & Safety)
Due to the medicinal and personal care nature of our inventory, the following items cannot be returned or exchanged once opened:
|
Product Category |
Specific Items Included |
Reason for Restriction |
|---|---|---|
|
Medicinal Products |
Any lab-engineered or prescription-grade restoration treatments. |
Safety and medical integrity protocols. |
|
Liquid & Topical Care |
Shampoos, conditioners, hair growth sprays, and scalp serums. |
Potential for contamination once the seal is broken. |
|
Topical Applications |
Gels, creams, ointments, and foam-based restoration treatments. |
Hygiene and temperature-sensitivity requirements. |
|
Consumables |
VITAHAIR supplements or oral medicinal boosters. |
Health and safety regulations regarding ingestibles. |
3. The Return Process
|
Step |
Action Required |
Responsibility |
|---|---|---|
|
1. Notification |
Email info@hairtransplantclinic.co.za with your order number and photos of the sealed product. |
Customer |
|
2. Authorization |
Our clinical team will verify the request and issue a Return Authorization Number (RAN). |
THTC Team |
|
3. Shipping |
Securely courier the item to: Centre of Advanced Medicine, Building C, Level 2, Unit C2.10. |
Customer |
|
4. Inspection |
Our lab team will inspect the product seal under magnification to ensure it has not been tampered with. |
THTC Team |
|
5. Final Approval |
You will be notified of the approval or rejection of your refund within 72 hours of inspection. |
THTC Team |
4. Damages and Incorrect Orders
|
Issue |
Policy Detail |
Resolution |
|---|---|---|
|
Damaged on Arrival |
If the product arrives with a broken seal or damaged packaging. |
Notify us within 48 hours for a full replacement or refund at our expense. |
|
Incorrect Item |
If the item delivered does not match your order confirmation. |
We will collect the incorrect item and deliver the correct one at no cost, provided the seal remains intact. |
5. Compliance & Contact
This policy is designed to align with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act of South Africa, specifically regarding health and hygiene exclusions.
|
Contact Method |
Details |
|---|---|
|
Clinic Address |
Centre of Advanced Medicine, Waverley, Johannesburg. |
|
WhatsApp/Call |
075 0800 800 |
|
Email Support |
info@hairtransplantclinic.co.za |
Note: Shipping costs for “Change of Mind” returns are the responsibility of the customer. Original shipping fees are non-refundable.