Refund policy
10x10 South Africa Refund, Return & Exchange Policy
Last updated: August 2026
At 10x10, we value your trust and want you to have a positive shopping experience. This policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our website and in our stores.
Nothing in this policy limits any rights you may have under the Consumer Protection Act (CPA) or any other applicable law.
1. Exchanges
We offer a 7-day exchange policy for eligible products.
You may request an exchange within 7 days of receiving your online order or, for in-store purchases, within 7 days of purchase.
To be eligible for an exchange:
Last updated: August 2026
At 10x10, we value your trust and want you to have a positive shopping experience. This policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our website and in our stores.
Nothing in this policy limits any rights you may have under the Consumer Protection Act (CPA) or any other applicable law.
1. Exchanges
We offer a 7-day exchange policy for eligible products.
You may request an exchange within 7 days of receiving your online order or, for in-store purchases, within 7 days of purchase.
To be eligible for an exchange:
- The item must be unused, unworn, and unaltered.
- The item must be in its original packaging with all tags attached.
- Proof of purchase or a valid receipt is required.
- The product must not fall under our non-returnable product categories listed below.
To request an exchange, please contact us at za-contact@10by10styles.com.
Please do not send an item back without contacting us first. Unauthorized returns may not be accepted.
2. Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it.
If you receive an item that is:
Please do not send an item back without contacting us first. Unauthorized returns may not be accepted.
2. Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Different from what you ordered
please contact us as soon as possible at za-contact@10by10styles.com, including your order number and, where applicable, photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with the CPA.
3. Online Purchases – CPA Cooling-Off Period
Certain online transactions may be subject to the cooling-off provisions of the Consumer Protection Act.
Where the CPA cooling-off provisions apply, you may cancel the transaction within the applicable statutory period after delivery of the goods.
Returned goods must meet the requirements of the CPA and any applicable return instructions provided by 10x10.
Where permitted by law, the customer may be responsible for the direct costs of returning the goods.
If your delivery was significantly delayed, please contact us as soon as possible after receiving your order. We may consider a reasonable extension where the circumstances can be verified.
4. In-Store Purchases
The statutory cooling-off period applicable to certain direct marketing transactions does not generally apply to ordinary purchases made in our physical stores.
However, if a product is defective, unsafe, or does not meet the standards required under the CPA, you may be entitled to a repair, replacement, or refund, as applicable under the law.
For exchanges based on customer preference, such as a change of mind, our 7-day exchange policy applies to eligible products.
5. Non-Returnable Products
For hygiene and product-safety reasons, certain products cannot be returned or exchanged once they have been opened, used, worn, or altered.
These may include:
We will assess the issue and provide an appropriate remedy in accordance with the CPA.
3. Online Purchases – CPA Cooling-Off Period
Certain online transactions may be subject to the cooling-off provisions of the Consumer Protection Act.
Where the CPA cooling-off provisions apply, you may cancel the transaction within the applicable statutory period after delivery of the goods.
Returned goods must meet the requirements of the CPA and any applicable return instructions provided by 10x10.
Where permitted by law, the customer may be responsible for the direct costs of returning the goods.
If your delivery was significantly delayed, please contact us as soon as possible after receiving your order. We may consider a reasonable extension where the circumstances can be verified.
4. In-Store Purchases
The statutory cooling-off period applicable to certain direct marketing transactions does not generally apply to ordinary purchases made in our physical stores.
However, if a product is defective, unsafe, or does not meet the standards required under the CPA, you may be entitled to a repair, replacement, or refund, as applicable under the law.
For exchanges based on customer preference, such as a change of mind, our 7-day exchange policy applies to eligible products.
5. Non-Returnable Products
For hygiene and product-safety reasons, certain products cannot be returned or exchanged once they have been opened, used, worn, or altered.
These may include:
- Wigs
- Hair extensions
- Other hygiene-sensitive hair products
- Cosmetics
- Custom-made or personalized products
- Gift cards
Sale items may also be excluded from change-of-mind returns or exchanges, unless the product is defective or the CPA provides otherwise.
Nothing in this section affects your statutory rights in respect of defective, unsafe, or otherwise non-compliant goods.
6. Refunds
We encourage exchanges where possible. However, refunds will be provided where required under the CPA or where otherwise approved by 10x10.
A refund may be available where:
Nothing in this section affects your statutory rights in respect of defective, unsafe, or otherwise non-compliant goods.
6. Refunds
We encourage exchanges where possible. However, refunds will be provided where required under the CPA or where otherwise approved by 10x10.
A refund may be available where:
- The product is defective, unsafe, or not reasonably suitable for its intended purpose.
- The applicable CPA cooling-off provisions apply.
- The product cannot be replaced because it is out of stock or otherwise unavailable.
- A refund is otherwise required by applicable law.
7. Refund Processing
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be processed within 7–14 business days after inspection.
Refunds will normally be made using the same payment method used for the original purchase, where reasonably possible.
Please note that the time required for the funds to appear in your account may vary depending on your bank or payment provider.
8. How to Request a Return, Exchange or Refund
To start a return, exchange, or refund request, please contact:
Email: za-contact@10by10styles.com
Please provide:
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be processed within 7–14 business days after inspection.
Refunds will normally be made using the same payment method used for the original purchase, where reasonably possible.
Please note that the time required for the funds to appear in your account may vary depending on your bank or payment provider.
8. How to Request a Return, Exchange or Refund
To start a return, exchange, or refund request, please contact:
Email: za-contact@10by10styles.com
Please provide:
- Your order number or proof of purchase
- The product name
- The reason for the return, exchange, or refund
- Photographs of the product, where relevant
Our team will review your request and provide further instructions if the request is eligible.
Please do not send products back before receiving instructions from our team.
9. Contact Us
If you have any questions about our Refund, Return & Exchange Policy, please contact us at:
10x10 South AFrica Email: za-contact@10by10styles.com
We are committed to handling all requests fairly and in accordance with the Consumer Protection Act and applicable South African law.
Please do not send products back before receiving instructions from our team.
9. Contact Us
If you have any questions about our Refund, Return & Exchange Policy, please contact us at:
10x10 South AFrica Email: za-contact@10by10styles.com
We are committed to handling all requests fairly and in accordance with the Consumer Protection Act and applicable South African law.
