Physical Goods and Returns Policy
Posted by Joy Terri, Last modified by PMU Team Admin on 31 October 2016 02:48 PM

Our products.
We supply physical products which need to be kept out of direct light and stored in an area where the temperature is most consistent, avoiding warm temperatures [makeup melts] or very cold temperatures [makeup can crack]. 

Perishable products.
Perishable products are those that can be used up. Perishable products that are not defective cannot be returned/exchanged. This is due to public and safety regulations (hygiene and/or contamination).

Colour/shade variance: No refunds or exchanges will be accepted due to colour variation of any product. Colour variances can occur in the manufacture of colour cosmetics.

Colours on the screen: The colours on your screen may vary to actual colours in the package. Please enquire about options before purchasing if you are not familiar with the product. More information is available here.

Your responsibility:
Do not sign for or accept a delivery that has been tampered with. Within 48 hours of delivery of your order receipt, you need to ensure that the goods received are correct according to the invoice or packing slip supplied. Do not open any items issued in error to you. If there are any discrepancies in the order, including damaged goods, or goods sent in error, or goods not sent, please send an email to within 48 hours of delivery. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection. 

Read information and instructions.
Please carefully read information and follow all instructions regarding usage of our products, which may be supplied with the product(s) or can be found on our websites

Conditions for returns/exchanges.
All orders are packed and shipped according to the selections and entries of the client. PMU shall not be liable for any orders where incorrect selections/entries have been made. Products may only be exchanged or returned if the product has been incorrectly issued by the PMU Stockroom, it is damaged during shipping or it is received damaged or defective. PMU must be notified within 48 hours of delivery.

Our products warranty.
We guarantee that all our products are new and of good quality.

Return of products.
Products incorrectly dispatched by the PMU Stockroom must be returned with all packaging and materials undamaged. Damaged/defective products may not be discarded. PMU may wish to arrange for the item(s) to be returned, or may request a photograph of the damage(s). PMU will notify you with the applicable instruction at such time. This notice may require that you safely store the damaged/defective products until collection. PMU reserves the right to inspect the products, to confirm that they are defective. Once confirmed that a product is damaged/defective, PMU will replace damaged products with a dispatch of the replacements within 3 to 5 working days of PMU being notified of the damage, as well as cover delivery costs for the return of the damaged/defective product. PMU will carry the cost of shipping the replacement product(s) to you. If the product is out of stock, PMU will give a refund, provided we were notified within the 48 hours of the order delivery.

Defective products.
Defective products are those that had a defect when we supplied them. A defect usually means that the products were manufactured using materials, components or workmanship below an acceptable standard. You must prove that products are defective.

Our Commitment.
We will replace or refund the price of any perishable product proved to be defective if reported within 48 hours of receipt of delivery and returned to us within 7 working days of the reported date.
We will replace or refund the price of any other defective product that you return to us during the six-month statutory warranty.
Goods will be refunded or exchanged, in accordance with the applicable provisions of the Consumer Protection Act, if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw. PMU reserves the right to refer returned goods for technical assessment by the manufacturer or laboratory. Customers are required to present their original tax invoice. Please note that it may not be possible to determine whether goods have been damaged or what the cause of a failure or defect may be at our Head Office. Accordingly, PMU reserves the right to refer returned goods for technical assessment by the manufacturer or laboratory prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly. If non-perishable goods show a defect after the initial 6 (six) month period, PMU will decide whether you will have a valid claim and if so, what action is to be taken. Returns must follow our returns procedure.

Invalidation of warranties and right to return unsuitable products.
PMU products are manufactured under strictly controlled conditions. If any person who is not suitably qualified, opens, tampers or alters any product contrary to the instructions, this will invalidate the warranty. This also applies to products found to be unsuitable. Damaging products deliberately in order to claim a refund, may be fraud. 

Our returns and refunds procedure.
You must adhere to our returns and refunds procedure for returning defective or damaged products, or else we may refuse to accept them. Please note that only products purchased on will be considered by PMU for refund or exchange.
If any product is returned and is not proved damaged/defective, PMU can only offer a refund where the product is not a perishable product and has been returned during the six-month statutory warranty.
Please note that products purchased at an independent distributor of our products cannot be returned via PMU Online Store, and need to be handled within the Distributor’s Return Policies. Only products purchased on will be considered by PMU for refund or exchange.

Delivery costs.
We will cover costs of returning defective or unsuitable products. We may inspect the products to confirm that they are defective, or in case of unsuitable opened products, that the quantities used seem reasonable, before we do so.

Statutory products warranty for six months.
When your order arrives, please inspect the package/carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection.

Dispute resolution.
If we do not accept that we supplied defective or unsuitable products, and our team has not been able to help, any distributor or client may still take the matter up with a suitable person or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights consumers may have.

Contact details.
Our customers can contact our service department as follows:

Email Address:   
Postal Address:        
The PMU Trust
P.O. Box 6672

Office hours: 07:30 to 15:30 Mon-Fri, excl. Public Holidays.

PMU Online Store a division of The PMU Trust IT 2514/2010