Privacy Policy

1 Product Safety Policy

At Formula 29, we are committed to producing high-quality hair care products that are safe for our customers to use. We prioritize the safety and well-being of our customers above all else and take every measure to ensure that our products meet or exceed industry standards for safety and efficacy.

1.1 All our hair care products are formulated using carefully selected ingredients that have been rigorously tested for safety and effectiveness. We adhere to strict quality control measures throughout the manufacturing process to ensure that our products meet the highest standards of quality and safety.

Before any product is released to the market, it undergoes comprehensive testing to assess its safety and efficacy. This testing includes but is not limited to:

– Ingredient safety testing: We thoroughly evaluate each ingredient used in our products to ensure that it is safe for use and does not pose any known health risks.

– Stability testing: We conduct stability testing to assess the shelf life and stability of our products under various conditions, including temperature and humidity fluctuations.

– Compatibility testing: We test our products to ensure that they are compatible with different hair types and do not cause adverse reactions or damage to the hair or scalp.

– Regulatory compliance: We ensure that all our products comply with applicable regulations and standards set forth by regulatory authorities, including the Food and Drug Administration (FDA) and the Cosmetic Ingredient Review (CIR) panel.

1.2 We believe that informed consumers are empowered consumers. That’s why we provide comprehensive information about our products, including their ingredients, usage instructions, and potential risks or side effects. We encourage our customers to read product labels and follow instructions carefully to minimize the risk of adverse reactions or injury.

In the event that a customer experiences any adverse reactions or injury while using our products, we encourage them to contact us immediately for assistance and support. Our customer support team is trained to address customer concerns promptly and take appropriate action to resolve any issues that may arise.

1.3 We are committed to continuously improving the safety and quality of our products through ongoing research, innovation, and feedback from our customers. We regularly review our product formulations and manufacturing processes to identify areas for improvement and implement changes as needed to enhance product safety and efficacy.

1.4 While we take every precaution to ensure the safety and quality of our products, we cannot guarantee that our products will be suitable for every individual or completely free from the risk of adverse reactions or injury. By using our products, customers acknowledge and accept the inherent risks associated with personal care products and agree to use them responsibly and in accordance with the provided instructions.

In the event of any legal claims or disputes arising from the use of our products, we reserve the right to defend ourselves vigorously and will cooperate fully with regulatory authorities and other relevant parties to address any concerns or allegations.

2 Description and Pricing

2.1 The main characteristics of all Products offered via this web site are contained on the web site. We try to ensure that all Products that appear on this web site are displayed and described completely and accurately. Kindly notify us immediately if you become aware of any omissions or inaccuracies pertaining to such display and description.

2.2 The supply of Products (including pursuant to any special promotion) displayed or made available via this web site depends upon the availability thereof. All prices displayed on this web site are in South African Rand and are valid only for delivery in the Republic of South Africa. We may without prior notice change the price, discontinue the availability or change the description of Products or special promotions that are displayed on or made available via this web site. Special promotions may be subject to certain additional terms and conditions which will be clearly set out.

2.3 All prices indicated as applying to Products on this web site will include VAT but exclude any other taxes and duties, which, unless otherwise indicated, will be charged separately.

2.4 All prices indicated as applying to Products on this web site will be exclusive of delivery fees which will be separately charged to you in respect of all deliveries in accordance with the specified rates.

2.5 Should pricing on the site be clearly inaccurate ( substantially less than or greater than the normal price ) due to a site error ( clerical error ), we will notify you and advise you. If you have paid to much, you will have the option to accept a refund for the difference or a full refund and cancel the order. If you have paid too little, you will have the option to pay in the difference or accept a refund for what you have paid and cancel the order. As per section 23(9) of the consumer protection action.

3 Delivery

3.1 We will endeavour to deliver Products within a reasonable time of your order. Delivery will usually occur on Business Days during our business hours. All such arranged times are estimates only and you should not rely on such times. We will not be liable for failing to deliver at the pre-arranged time.

3.2 You agree to accept delivery and make payment for the ordered Products actually delivered to you, notwithstanding that we are unable for any reason to deliver to you all of the Products ordered. We will notify you if we are unable to deliver any Products ordered as soon as we become aware thereof and in such case we will fully refund you the purchase price paid for such undelivered items within 30 days of such notice.

3.3 Upon delivery of Products, you or any person accepting delivery on your behalf will be required to sign a copy of the delivery note showing the items delivered, the delivery fees, VAT and the amount already paid and any amount still payable in respect of such Products (to the extent applicable). We are entitled to assume that anyone other than yourself who receives delivery of the Products at the specified delivery address is authorised to accept delivery on your behalf.

3.4 We are entitled to charge additional delivery fees for failed deliveries to the specified delivery address if nobody is present to accept delivery at a prearranged time.

4 Risk and Title

Risk in the Products ordered shall pass to you upon delivery to you or upon delivery at the specified delivery address to anyone accepting delivery on your behalf. Ownership and title in the Products purchased by you shall remain with us until they are delivered to you and payment for such Products has been received in full at which time they shall pass to you.

6 Direct marketing and returns

You may cancel any order for Products submitted via this web site as a result of direct marketing at any time within 5 (five) Business Days after the later of the date of our acceptance of your order or delivery of the Products to you by sending a cancellation notice to info@formula29.co.za or WhatsApp us on 079 141 1269. When you cancel an order you must provide us with the applicable order reference number. We will refund you within 15 Business Days of cancellation (if the Products where not yet delivered to you) any amount paid to us in respect of such cancelled order or within 15 Business Days after we have received the returned Products (in their original, unopened packaging) from you, provided that we will be entitled to retain any costs already incurred to deliver the relevant Products to you or to restock or repackage the Products for re-sale.

7 limitation of Liability

7.1 WE WILL UNDER NO CIRCUMSTANCES BE LIABLE FOR ANY CLAIMS ARISING FROM ANY ORDER IN AN AMOUNT THAT EXCEEDS THE PAYMENT WE RECEIVED FROM YOU IN RESPECT OF SUCH ORDER, SAVE TO THE EXTENT THAT SUCH LIABILITY CANNOT BE EXCLUDED BY LAW.

7.2 WE WILL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL OR CONSEQUENTIAL LOSSES OF ANY KIND WHATSOEVER ARISING IN CONNECTION WITH ANY PRODUCTS, SAVE TO THE EXTENT THAT SUCH LIABILITY CANNOT BE EXCLUDED BY LAW.

7.3 PLEASE NOTE THAT PRODUCTS MAY HAVE DEFECTS AND ARE SOLD “AS DESCRIBED” AND WITH SUCH DEFECTS. SOME PRODUCTS MAY ALSO BE HAZARDOUS TO YOUR HEALTH OR YOUR PROPERTY. YOU ARE RESPONSIBLE FOR ASCERTAINING WHETHER OR NOT SUCH PRODUCTS ARE SUITABLE FOR YOUR REQUIREMENTS

8. COMPLAINTS AND GENERAL

1 We aim to provide you with a quality service. If, however, you feel that you have cause to complain, you can contact our Customer Care Centre at info@formula29.co.za or on WhatsApp on 079 141 1269. We will try to do our best to resolve any problems that arise. We require that provide us with the following as part of your complaint:

1.1 Your full names, physical address, telephone number and email address

1.2 The location and description of the service feature or transaction which is the cause of your complaint

1.3 The problem with the service or transaction or rights that you allege to be infringed by such feature or component

1.4 The actions you would like us to take to remedy the problem

1.5 A statement confirming that you are making the complaint in good faith

1.6 A statement confirming that the information you are providing to us is to the best of your knowledge true and correct

2 Use of this web site is subject to the laws of the Republic of South Africa, and the exclusive jurisdiction of the South Gauteng High Court, Johannesburg provided that if any South African Magistrate’s Court has competent jurisdiction over your person to adjudicate on any dispute arising from or in connection with these terms of use, such Magistrate’s Court will also have jurisdiction to adjudicate the dispute notwithstanding that the amount in dispute may exceed such court’s jurisdiction. You agree to accept service of legal process at the addresses you may provide to us when you use or subscribe to our web site services.

3 These terms of use and the terms incorporated herein by reference and the relevant terms implied herein by applicable law constitute the entire agreement between you and us with respect to this site, the Products offered here and any Products acquired through this site. These terms of use shall override any contrary terms or conditions incorporated by you in your communications with us and any such conflicting terms or conditions will not form part of the agreement concluded between us.

4 Our failure to enforce any provision of this agreement strictly will not be construed as a waiver of any provision or right. In the event that a portion of this agreement is held unenforceable or invalid by any competent authority, the unenforceable portion will be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties, and the remainder of the provisions will remain in force and effect to the fullest extent permitted by the law.

5 You may not subcontract, cede, delegate, transfer or assign any of your rights, obligations or duties hereunder to any other person without our prior written consent. We may cede, delegate, transfer and assign our rights, obligations and duties hereunder to any other person.

6 We will be excused from a failure to perform or delay in performance of our obligations hereunder if and to the extent that circumstances outside our reasonable control prevent or delay such performance.

Refund policy

RETURNS

Our goal is to ensure that you are the happiest customer at all times, however, in the event that you are not satisfied with your product, you may return it to us. Please keep in mind that for hygiene reasons, we cannot accept returns if the products have been opened and are no longer in a re-salable condition – all tamper seals, and original packaging needs to be intact and in its original condition. In addition please note that brushes cannot be returned or refunded for hygiene reasons unless they are defective. Purchases must be returned within 7 days of delivery. The items are your responsibility until they arrive back with us. All return costs are for your own account.

Should an item not meet with your satisfaction for whatever reason you may return the goods to ” Formula 29 ” within seven days of receipt. You will then get a full refund less all direct costs incurred by “Formula 29” associated with the order such as actual delivery costs. The goods must be returned with all packaging, documentation and be undamaged in any way.
You have 7 days the “day after” the day that the goods are received under the distance selling act from arrival of the goods to cancel your contract. The goods must be returned to us in the condition they were despatched, complete with all packaging and in a re saleable state. The goods remain YOUR responsibility until they are received and signed for by us.
If an unwanted product is returned and exchange for a different product, the customer will be charged or refunded any price difference plus return shipping.
Formula 29 cannot be held liable for any product that does not meet the clients expectations for any reason whatsoever – however, we will encourage and help direct you to the correct contact people at the relevant brands so that they are able to assist you with the correct replacement product/procedure from their side.

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@formula29.co.za.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@formula29.co.za and send your item to us.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over R500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

At “Formula 29”, your privacy is important to us. This privacy policy is designed to inform you of what information “Formula 29” collects, why we collect such information and how we use the information we collect.

Collection and Use of Information

In general, you can browse our Web Site without telling us who you are or revealing any personally identifiable information about yourself.

As a policy, “Formula 29” does not and will not sell, trade or rent your personally identifiable information to third-parties, unless you have granted us permission to do so.

Communications: If you provide “Formula 29” with personally identifiable information, this information may be used to communicate to you information regarding “Formula 29” and its products. Your personally identifiable information may also be used to improve and customize our Web Site’s content and functionality.

Compliance with Law and Fraud Protection: We may collect and disclose any information, including personally identifiable information necessary to comply with any applicable law, regulation, legal process or governmental request. We may collect and possibly share personally identifiable information and any other information available to us in order to investigate, prevent or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any personal or as otherwise required by law. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

Service Providers: We may share your personally identifiable information with authorized third party partners, agents and contractors. For example, when we need to ship something to you, we must share your name and address with our couriers.

Data Collection Devices, such as Cookies: In some instances, “Formula 29” may collect non-personal data through cookies and web logs and other monitoring technologies

“Cookies” are small pieces of information that are stored by your browser on your computer’s hard drive. We use cookies on certain pages of our Web Site to, among other things, analyze our web page flow, measure promotional effectiveness, deliver you a more customized shopping experience, track visits from our affiliates and partners and allow the use of our shopping cart. “Formula 29” does not use cookies to store or collect any personally identifiable information. You are always free to decline our cookies if your browser permits; although, by declining the use of cookies you may not be able to use certain features on the Web Site.

While “Formula 29” and its affiliates shall take reasonable care to safeguard the information provided by you to “Formula 29” from unauthorised access or disclosure, “Formula 29” does not represent or guarantee that the safeguards will provide absolute protection.

“Personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA).