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Terms and Conditions

Table of Contents

Introduction

Welcome to True to Life Hair and Skin Care Co. These Terms and Conditions govern your use of our website and the purchase of our hair and skin care products. By purchasing our products, you agree to the terms outlined below.

General Information

Company Information

True to Life Hair and Skin Care Co. provides natural hair and skincare products. Our goal is to provide high-quality products that are safe, effective, and naturally formulated.

Acceptance of Terms

By purchasing products from us, you agree to be bound by these Terms and Conditions. Please review them carefully before placing your order.

Customer Support & Communication Policy

At True to Life, we’re committed to delivering thoughtful, effective support to all of our customers. To ensure fairness and protect the capacity of our small, dedicated team, the following terms apply:

Support Scope

Our support team is available to assist with:

  • Questions about our products

  • Order and delivery queries

  • Concerns about product outcomes provided the customer has selected accurate hair and scalp condition information

Customer Responsibility

Product recommendations and outcomes are based on the information you share during the hair assessment. Customers are responsible for the accuracy of this information. We cannot be held liable for unsatisfactory results that arise from incorrect or incomplete answers or the selection of hair and scalp conditions that do not reflect your true needs.

Availability

Support is provided via email or WhatsApp during business hours:
Monday to Friday | 09:00 – 16:00 CAT

Feedback Channels

We welcome your feedback and regularly collect insights via email surveys and other forms. You do not need to provide daily updates.

What Our Support Line Is Not For

To maintain the integrity of our customer care service, our WhatsApp and email channels are not intended for:

  • Daily journaling or ongoing hair updates

  • Personal consultations or coaching beyond product use

  • Non-product-related conversations or personal messaging

  • Sharing personal matters unrelated to True to Life products

Respecting Boundaries

If a customer’s communication becomes excessive or repetitive or goes outside the intended purpose of our support system, we reserve the right to limit or pause engagement. Continued misuse of support channels may result in restricted access or account suspension.

Online Conduct, Reviews & Public Commentary

Customers agree not to post, publish, or distribute comments, reviews, messages, or other content relating to True to Life that:

  • Is false, misleading, incomplete, or misrepresents the facts or circumstances of an order, delivery, product, or interaction

  • Omits material information that would reasonably change the context of the complaint (including, but not limited to, failure to collect parcels, missed delivery attempts, or customer unavailability)

  • Is defamatory, harmful to the reputation of the company, abusive, threatening, harassing, or intended to cause reputational damage

  • Contains offensive, hateful, discriminatory, or inappropriate language

  • Violates any applicable laws or platform policies

True to Life reserves the right, at its sole discretion, to moderate, hide, report, or remove public comments or content across its platforms (including advertisements and social media) that are deemed misleading, inaccurate, abusive, or not reflective of the full factual situation.

If a customer publicly posts misleading or bad-faith commentary without first giving True to Life a reasonable opportunity to investigate and respond, such action automatically constitutes a breach of these Terms and Conditions accepted by the customer at the time of purchase.

Consultations

15-minute Free Consultations

We offer a complimentary 15-minute consultation to help guide your first purchase—but only once we’ve received all five required hair photos as outlined in our Free Hair Assessment. This allows us give you the most accurate and personalised advice.

Please note:
Support offered via WhatsApp or email also counts toward your free 15-minute consultation time. If we don’t receive your photos, we won’t be able to proceed with a consultation.

Further Consultations

If you’d like additional support after your free session—whether through WhatsApp, email or Zoom—we’re happy to help! Just book a paid follow-up consultation, and we’ll continue guiding you with a routine tailored to your evolving needs.

We’re here for your full hair journey—every step of the way.

Formulation Approach

Our personalised products are created using a library of over 1,700+ tested formulations, developed to deliver consistent, effective results across a wide range of hair and scalp needs.

Rather than formulating entirely from scratch for each order, we customise within these proven formulations by selecting the most suitable ingredients for your hair profile. This ensures both performance and product stability while still allowing for meaningful personalisation.

If you have specific ingredient sensitivities or preferences, we encourage you to review the ingredient information provided prior to purchase.

Custom Formulation Requests

While True to Life specialises in personalised hair care, our products are developed from a library of over 1,700+ carefully tested formulations to ensure consistent performance, safety, and stability.

Requests for fully custom formulations, including the exclusion or substitution of core base ingredients, fall outside of our standard personalisation process.

Where a customer requires a bespoke formulation tailored to specific ingredient exclusions or preferences, this is treated as a custom formulation service.

Such requests are subject to:

  • A formulation development fee, quoted based on complexity
  • Additional development time prior to production
  • Minimum order quantities, where applicable

Submission of a custom formulation request does not guarantee that a suitable or stable formulation will be created.

Product Use and Liability

General Use

Our products are formulated using natural ingredients to promote healthy hair and skin. However, individual results may vary as each person’s hair and skin are different. We recommend conducting a patch test before using any product.

Product Recommendations Disclaimer

Our product recommendations are carefully crafted based on the information you share with us about your hair and scalp. To give you the best possible match, it’s important that the details and photos you provide are accurate and complete.

Because every person’s hair journey is unique, we rely on your input to guide the process. If the information submitted doesn’t reflect your true hair or scalp condition, or if photos don’t meet our quality guidelines, we can’t guarantee the results—and True to Life won’t be held responsible for outcomes based on inaccurate or incomplete details.

Ultimately, you know your hair best—and we’re here to support you every step of the way in finding what works for you.

Allergic Reactions, Sensitivities & Patch Testing

True to Life Hair and Skin Care Co. formulates products using carefully selected ingredients; however, individual sensitivities or allergic reactions may occur.

Customers are responsible for reviewing ingredient lists provided prior to purchase and are strongly advised to conduct a patch test before full application.

If any irritation or adverse reaction occurs, discontinue use immediately and consult a qualified healthcare professional.

True to Life Hair and Skin Care Co. shall not be liable for adverse reactions resulting from individual sensitivities where ingredients have been fully disclosed and products have been used as intended and in accordance with provided guidance.

By purchasing and using our products, customers acknowledge and accept this risk.

Medical Advice Disclaimer

The information provided on our website or through our products is not intended as medical advice. Consult a healthcare provider before using our products if you have any pre-existing conditions or concerns about ingredients.

Orders and Payments

Order Confirmation

Once your order is placed, you will receive an order confirmation via email. This confirmation does not guarantee availability, and we reserve the right to cancel any order due to stock shortages or other reasons and refund your money.

Payments

We accept payments via Visa, Mastercard Credit Cards and EFT Transfers. Payment is required at the time of purchase.

Orders paid via EFT Transfers will only be processed once money has cleared in our bank account.

Pricing

All prices are listed in ZAR and include applicable taxes. We reserve the right to change prices at any time without notice.

Shipping, Collection and Delivery

Shipping Policy

We offer shipping to South Africa and strive to dispatch orders within two days. Shipping times may vary based on your location and chosen shipping method. True to Life Hair and Skin Care Co. is not responsible for delays caused by third-party carriers. Delivery times are between three to five business days after a shipment is created.

Delivery Confirmation

Once your order is dispatched, you will receive an email with your tracking information. Once the tracking status shows “Delivered,” we are not responsible for lost or stolen packages.

Delivery Attempts & Uncollected Parcels
True to Life uses trusted courier and locker partners to deliver your order. If a customer fails to collect their parcel from a PUDO locker or any designated collection point within the specified time frame, or if the courier has made three (3) unsuccessful delivery attempts due to incorrect or incomplete delivery details or the recipient’s unavailability, the parcel will be returned to True to Life.
In such cases, a second delivery fee will be charged if the customer wishes to have the order re-sent.

Refunds for Uncollected or Undeliverable Parcels

If the customer chooses to request a refund instead of redelivery, any additional delivery, return, or handling fees incurred by True to Life due to the failed delivery or an uncollected parcel will be deducted from the refund amount before processing.

Refunds will only be considered for non-customised products. Customised or personalised products are not eligible for refunds under any circumstances, as outlined in the Customised Products section above.

This includes:

  • Return courier costs charged by the delivery partner

  • A return processing and handling fee of R50 per parcel to cover administrative handling, processing, and restocking considerations

Refunds will be processed only after the returned parcel has been received and assessed by the True to Life team.

Customised Products
Please note that no refunds or exchanges are available on customised or personalised products, including True to Life’s custom shampoos and conditioners, as these are made specifically according to your individual hair assessment.

Returned or Damaged Parcels
If a returned parcel arrives damaged or with product leakage, True to Life reserves the right to withhold a full or partial refund based on the condition of the returned goods. Refunds will only be issued for items returned in their original, unopened and resalable condition.

Factory Collections
Customers who wish to collect their orders directly from the True to Life factory may do so only during business days, Monday to Friday, between 08:30 and 13:00. Please phone ahead to confirm a date and time before coming through to ensure your order is prepared and ready for collection. No collections on a Saturday.

Customer Responsibility: Tracking & Delivery Monitoring

Once an order has been dispatched, the customer is responsible for actively tracking their parcel using the provided waybill number on the courier or locker partner’s website.

While True to Life may or logistics providers send delivery notifications via email, WhatsApp or SMS as a courtesy, these notifications are supplementary and should not be relied on as the sole means of tracking a delivery.

Customers are responsible for:

  • Monitoring the delivery status using the waybill number

  • Ensuring availability on the scheduled delivery day

  • Collecting parcels from PUDO lockers or designated collection points within the courier’s specified time frame

Failure to track a parcel, be available for delivery, or collect an order timeously may result in failed delivery attempts or returned parcels, for which True to Life cannot be held responsible. Any additional delivery, return or handling fees incurred as a result will be for the customer’s account, as outlined in the Delivery Attempts & Uncollected Parcels and Refunds for Uncollected or Undeliverable Parcels sections above.

Courier Tracking & Status Enquiries

Once an order has been dispatched and a waybill number has been issued, delivery and tracking updates are managed directly by the courier service provider.

Before the courier’s estimated delivery timeframe has elapsed, customers are responsible for contacting the courier directly using the provided waybill number should they require interim updates on delivery status.

For convenience, customers may contact the relevant courier using the details below and should reference their waybill number in all correspondence.

Courier Contact Details

(Please note: True to Life does not have access to additional tracking information beyond what is available via the courier’s tracking system prior to SLA expiry.)

True to Life will assist with courier follow-ups only once the estimated delivery window has passed, or in cases where a parcel is confirmed as delayed, misrouted, or undeliverable.

Collections & Payment Terms

No Card or Cash Payments on Collection

Please note that our pickup point is not equipped with a card machine, and we do not accept cash payments on site. All payments must be made in advance via EFT or our approved online card payment methods.

Prepayment Required for Pickup

Orders must be paid in full before collection. We cannot release any products — including previously prepared orders or added items – without full cleared payment.

Additional Product Requests at Pickup

All additional items requested after an order is prepared must be paid for in advance, and will only be available for collection once:

  • Payment has been received in full, and
  • Cleared in our account (EFT payments must reflect before collection).

Product Availability at Pickup

Products cannot be assumed to be available on request at the pickup point. We only prepare what has been ordered and paid for in advance. Please place all product requests via the website.

Change from Collection to Delivery

If a customer initially selects collection and later chooses delivery, a delivery fee will apply and must be paid before the order is dispatched.

Deliveries are only fulfilled via our selected courier/logistics partner.
Please note: True to Life team members do not handle personal or manual deliveries under any circumstances.

Returns, Damaged Items and Refunds

Hardware Returns (Devices Only)

You may return eligible hardware items (e.g. hair care devices) for a refund or exchange, under the following conditions:

  • You notify us within a day of delivery of the item.

  • The item is not functioning or was damaged during delivery.

  • A video demonstrating the fault (for non-functional devices) is submitted for review.

  • Photos showing the damaged device are submitted for review

  • LED Scalp Massagers are subject to the additional inspection and warranty assessment process outlined below.

If your return is approved:

  • A refund or replacement will be issued.

  • Refunds are issued via EFT only, and may take up to 20 business days to reflect.

Damaged Items (Devices and Hair Care Products)

If any item (hardware or haircare) arrives damaged, we will replace it free of charge under the following conditions:

  • You notify us within a day of delivery of the item.

  • You submitted clear photos of the damaged product and its packaging.

  • For devices, we received a video showing the malfunction is required.

  • If the issue is unclear, we may request a video call to assess the damage.

Approved damage claims will receive replacement products only, not refunds.

LED Scalp Massager Inspection & Warranty Assessment

In the event that an LED Scalp Massager fails to charge, power on, or operate as intended, True to Life reserves the right to request the return of the device for inspection before any replacement, exchange, or refund is considered.

Upon receipt, the device will be opened and inspected to determine the cause of the failure.

If the inspection reveals evidence of moisture ingress, liquid damage, corrosion, misuse, improper storage, physical damage, unauthorised modification, or damage to the internal circuit board caused after delivery, the device will not qualify for a replacement, refund, or exchange. In such cases, the customer will be responsible for purchasing a replacement device if required.

True to Life’s determination following inspection of the returned device shall be final for the purposes of assessing warranty eligibility.

Only devices determined to have failed due to a manufacturing defect, and not as a result of customer use, misuse, damage, or environmental exposure, will qualify for replacement or refund consideration if still under warranty.

Refund Policy

Refunds may only be considered for shampoo and conditioner products under the following strict conditions.

You may request a refund for products after 30 consecutive days of product use, subject to the following conditions. If approved, you will receive a refund for the applicable products only, excluding shipping fees, or an exchange.

Refund requests made before 14 days of consistent use cannot be processed. After this point, customers must commit to an additional 14 days of guided use and support from the True to Life team. Refunds will only be evaluated after 30 consecutive days of use, supported by photo evidence and documented engagement with our usage guidance.

Refund Eligibility Conditions

  • You followed the prescribed usage instructions sent with your first order (via email) for a minimum of 14 consecutive days.

  • After 14 days, you contacted the True to Life team to raise a concern, provided initial photo evidence, and engaged with us to apply our best practice usage guidance for an additional 14 days.

  • After 30 consecutive days of use, you remained unsatisfied with the results, despite making the recommended adjustments to your routine.

  • You submitted a second set of clear photo evidence to support your ongoing concern at the 30-day mark.

  • Proof of purchase is required for all refund evaluations.

Refunds will be processed once:

  • Submitted photos have been reviewed after 30 days of consistent use.
  • Any additional information or clarifications requested by our team have been provided.
  • Our team has reviewed your claim, and it is deemed valid.

A written confirmation of the refund outcome will be shared via email or WhatsApp.

Refunds will only be issued for the product(s) directly related to the concern, and will be processed via EFT only. Refunds may take up to 20 business days to reflect.

Important: Non-Refundable Situations

Because our products are freshly made to order and personalised to your hair assessment, we do not offer refunds under the following conditions:

  • If you expected instant results similar to silicone-based or synthetic commercial products. These products mask problems; they do not fix them.
    Our products are natural and performance-based — they work with your hair, not against it, and in some instances take time and consistency to deliver results.

  • If you don’t like the natural scent of the product.
    We do not use synthetic fragrance. All scents are derived from real botanical ingredients and may vary slightly from batch to batch.

  • If you don’t like the texture or consistency of the product.
    Our formulations are made for nourishment and restoration, not to mimic the feel of commercial haircare.

  • If feedback or claims made are inconsistent with the expected performance of our professionally designed formulas.
    For example, our conditioners and oils contain active ingredients known to support detangling, reduce breakage, and soften the hair. Claims that contradict the core functionality of these ingredients may not be accepted as valid grounds for a refund.

  • If your order included a full list of ingredients, shown to you at the time of completing your Hair Assessment and via email, and no allergies or objections were raised before purchase.

We understand that many customers are new to natural haircare and may be transitioning from synthetic products. Some may not be familiar with what natural performance looks or feels like. We are here to support and guide you — but results take time, and purchasing implies agreement with the values and expectations of clean, conscious care.

How to Initiate a Return or Refund

To initiate a return or refund, please get in touch with our customer service team at connect@truetolife.com, providing all the requested information outlined in this policy.

Damaged or Defective Products

Damaged Products

If your product arrives damaged, please contact us within seven days of delivery with photos of the damaged item and packaging. We will arrange for a replacement or refund at no additional cost to you.

Defective Products

If you receive a defective product, contact us immediately. We will assess the defect and, if approved, provide a replacement or refund.

Product Exchanges

We offer exchanges for unused, unopened products within 14 days of receipt. To initiate an exchange, please get in touch with our customer service team at connect@truetolifeco.com.

Limitation of Liability

True to Life Hair and Skin Care Co. is not responsible for any direct, indirect, incidental, or consequential damages arising from the use or inability to use our products, including but not limited to allergic reactions, misuse, or improper storage.

Privacy and Data Protection

Please see our Privacy Policy.

Changes to This Policy

We reserve the right to update or modify these Terms and Conditions at any time. Any changes will be posted on this page, and the revised terms will apply to all purchases made after the change’s effective date.

Contact Us

If you have any questions about these Terms and Conditions, please contact us at:

Email: connect@truetolifeco.com

Contact Form

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the Western Cape, South Africa. Any disputes arising from these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of the Western Cape. South Africa.

Consumer Rights

Nothing in these Terms and Conditions is intended to limit your statutory rights as a consumer under applicable consumer protection laws.