Please read our FAQs , Terms of Service & Shipping Policy prior to ordering.

If you have not paid yet: You may cancel your order or allow the 2 calendar days to pay to elapse and it will be cancelled for you.

If you have paid for your order and it is yet to be dispatched: Please send us an email with your order number and a reason for cancellation. Our manager will evaluate your case and decide if your order may or may not be cancelled. Please ensure that you have read all our terms of service before finalizing your order (you will have to tick your agreement to the terms on checkout). If your cancellation has been approved, you will receive a refund [minus a 15% handling fee] in the form of an EFT or a voucher.

If you have paid for your order and it has been booked for dispatch: Your order is essentially dispatched the moment we book the courier and funds have been paid for the delivery. Your order can no longer be cancelled at this stage. 

Very Important: Orders that are cancelled through no fault of African Thoro will incur a 15% handling fee. We advise that you pay only when you are sure about your order and have went through our terms of service before committing. Sale/coupon orders cannot be cancelled/refunded. We are a business as well and the moment your order is received, we start processing your order – even after office hours, your order is added to our processing queue on our WhatsApp group and plans are made for it. If your order is urgent, please contact us before paying to see if we can process and dispatch your order before a stipulated time/date. That being said, unforeseen delays can still occur, e.g. Poor weather conditions grounding courier vehicles.

Please note that design and sticker printing services are outsourced and they will have their own terms of service. No cancellations/refunds as far as we know but this can be confirmed or negated by the relevant party.

The following types of items cannot be exchanged or returned: Sale items [this includes orders that have a discount coupon applied as all/majority of our sales are coupon based], cosmetic ingredients, readily made cosmetic products, branding design products [stickers, etc.] & services, gift cards, jewellery packaging and consumables [pH strips, gloves]. Please get in touch if you have questions or concerns about your specific item.

Items that qualify for exchange/refund are items such as cosmetic containers, boxes, bubble wrap, tissue paper, packaging stickers [fragile stickers] and equipment. The items must be un-used and in their original packaging. Please note that if they were purchased during a sale, they are automatically non-eligible for exchange/refund.

African Thoro (Pty) Ltd will not be liable for any incorrect item selection by customers. Ensure that you order the exact item you want and that you confirm that it is correct prior to making payment. If you notice that you have an “incorrect item” in your invoice – please notify us immediately and we can try to make the necessary arrangements to correct your mistake. We have to ensure that the processing teams receives the order before they start making efforts towards the wrong one. All orders are considered correct upon receipt of payment.

Please inspect your order upon receipt and contact us immediately at orders@africanthoro.co.za if the item is defective, damaged or if you receive the wrong item(s) or quantities, so that we can evaluate the issue and make it right if it is due to our negligence. If formal communication is not received within 24 hours from receipt of your parcel, you will not be eligible for a refund.

In your email, include images and/or videos of the defective or damaged product to enable us to start the inspection process. Should the evidence you submit give us reason to believe that your item(s) were damaged in transit, as a result of our negligence [no protective packaging/fragile stickers], we will initiate an exchange or replacement delivery process. Please note that the courier options listed on this website exclude insurance. We highly recommend taking up insurance to protect your orders against theft, hijacks, breakage and leakages that may occur during transit. African Thoro is not liable for any loss, breakage, leakage and any damage that may occur during transit. Courier services are third party services and all complaints/concerns about damaged products should be directed to them first.

With regard to incorrect order item(s) or product quantity, we will run an investigation after inspecting the images and videos sent by you. We will then arrange for collection of the wrong item(s) and delivery of the correct item(s) and/or quantities.

Please note that we keep a duplicate of the packing slip and should our duplicate indicate that everything got ticked off – with our packer having clear recollection of what they put in your order – we will consider your order having been complete with the correct items and quantity. We have been victimized previously by clients who wanted more stock without paying for it. Please do not join that crew. Lets work together towards making your business a successful one.

Dissatisfaction with your order is not grounds for a refund. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you from us will meet your expectations, or that any errors in the overall service will be corrected. We vary as people and that includes taste. One client may love the fragrance of our hair moisturizer while another despises it and requests a refund thereof. That is not grounds for a refund and/or exchange.

Should you be unhappy with a certain product, e.g., 50ml Amber Dropper Bottles, you can contact us to exchange for another product or for a refund. The product must fall under our eligible for refund products.

Contact us at orders@africanthoro.co.za with your return/exchange request within 30 calendar days of order receipt. Courier to return these items to us for inspection will be at your own personal expense. Should inspection grant your requested exchange/refund, you will be given a gift card to the value of the returned items. After which, you can order your desired item(s) and use the gift card during checkout. Please note that inspection can take up to 3 business days after receipt of your returned items. If formal communication is not received within 30 calendar days from receipt of your parcel, you will not be eligible for an exchange/refund.

If more than 5 business days have passed since we’ve approved your return, and we have not issued your gift card, please contact us at orders@africanthoro.co.za.

A formal communication is an email or WhatsApp message including the following:

• Pictures/videos of the item(s) you want to return/exchange. Same applies to damage or incorrect items/quantity of items.
• Your order number
• Name of the item(s)
• Your personal details (Name, surname, email address & phone number)