Refund policy

1. Overview

1.1 This refund and return policy forms part of the overall Terms and Conditions of Zella Skincare and any and all terminology have the same meaning as set out in the Terms and Conditions, unless otherwise stipulated.

1.2 This refund and return policy governs the circumstances and conditions in which product(s) will be accepted for refund and return.

1.3 It also stipulates the procedure you will need to follow to properly cancel a purchase, report a defect and/ or arrange a return.

1.4 You are not entitled to any refund and return, repair or replacement save the extent that is expressly stipulated under this refund policy.

2. General

2.1 Any and all returns & refunds are subject to final authorisation and confirmation by Zella Skincare and all returns & refunds must be approved by us.

2.2 A failure to comply with the return & refund procedure will automatically result in any refund being refused.

2.3 If you return any product but fail to return all the accessories and parts that were sold with the product, your order will be recalculated and we will only refund you for the parts that were returned. Unless, you opt to send us all the remaining accessories and part, at your own cost, within 7 days of us notifying you of the missing accessories and/or parts. Alternatively, we will send you back the product(s) in the same condition we received it in and you will be liable for any costs occurred to us for collection and return shipping. 

2.4  Should you return a product that does not comply with our return & refund policy, you may be liable to reimburse Zella Skincare for the cost of collecting the product from you and the cost of returning the product to you.

2.5 We will only refund via the payment method you originally utilised. 

2.6 The terms of this return & refund policy pertain to circumstances of pure economic loss. These terms are not intended to govern any claim of harm caused to the person, allegedly as a result of using any of our products. Such matters are to be put forth directly to our Legal Department.

2.7 Nothing in this return & refund policy or the terms and conditions in general, in any way limit your rights in respect of section 44 of the ECT Act 25 of 2002 or section 55 and 56 of the Consumer Protection Act, where applicable.

3. Refund eligibility

3.1 Unwanted product(s) / non defective product(s)  

If, for whatever reason, you no longer want the item(s) after receiving your product(s), you are entitled to a refund and may return your unwanted product within 5 days of delivery.

The following conditions must be met in order to be eligible for a refund of your unwanted product(s):

3.1.1 The item(s) must be in the original packaging and must not be damaged.

3.1.2 All accessories and parts that were sold with the product must be included and returned.

3.1.3 The item(s) must be unused.

3.1.4 The refund request must be initiated within 5 days of delivery. You can do so by logging a return on the website through your account dashboard.

3.1.5 The return shipping cost and organisation of shipping is the customer’s responsibility.

3.1.6 Shipping costs are not refundable.

3.1.7 The refund and return request must be approved by customer support.

 

3.2 Defective product(s) – Damaged on delivery / Product(s) under warranty

All Zella Skincare products come with a 1 year warranty (read about our guarantee & warranty). You are entitled to return a defective product under 1 year warranty if all the applicable conditions of this policy have been met.

Before we send any product(s) for delivery to our customers, it goes through a mandatory quality check and is clearly marked as such. If you find that any product that is delivered to you is less acceptable than one would reasonably be entitled to expect or damaged on delivery, you are entitled to a return, exchange, refund or store credit equal to the value of the original price you paid for the product. 

3.2.1 Defective products generally have a material imperfection in the design or characteristic of the product.

The following will not be regarded as defects and will not entitle you to a refund under this section 3.2 :

3.2.1.1  Faults resulting from normal wear and tear;

3.2.1.2 Damage arising from negligence, user abuse and incorrect usage of the product;

3.2.1.3 Damage arising from electronic surges or sea air corrosion;

3.2.1.4 Damage arising from failure to adequately care for the product;

3.2.1.5 Damage arising from unauthorised alterations to the product;

3.2.1.6 Where specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you; and

3.2.1.7 In relation to used products, signs of handling and/or repackaging.

3.2.2 The following conditions must be met in order to be eligible for a return, refund, exchange, repair or store credit of any defective product(s): 

3.2.2.1 The item(s) must be returned in the original packaging

3.2.2.2 All accessories and parts that were sold with the product must be included and returned.

3.2.2.3 The request must be initiated within 1 year of delivery. 

3.2.2.4 The request must be approved by Zella Skincare.

3.2.3 In order for a product to be deemed defective you will need to set out the proper reason for the return which is in the form of an explanation of the alleged defect together with, where possible, pictures as evidence of such. 

3.2.4 You must report any defect in the product as soon as it has been discovered by logging a return on the website through your account dashboard.

3.2.5 If all the return conditions in clause 3.2.2 above have been satisfied, you will be notified and an arrangement for our courier to collect the product from you, at no additional charge to you, will be made. 

3.2.6 Once we have received the defective product(s), inspected the product and validated your return, we will at your choice repair, replace the product as soon as possible (if such repair is possible / we have the product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). 

3.2.7 If you nominate for an exchange or repair of your returned defective product to occur, we will ship the new or repaired product back to you at no additional charge.

3.3 30 Day Money Back Guarantee

3.3.1 The money back guarantee is separate from the unwanted and non-defective product(s) return policy. For clarification, if for whatsoever reason, the product(s) purchased are unwanted and non-defective you are entitled to return within 5 days of delivery, should the necessary criteria be met. The 30 day money back guarantee applies where you are unhappy with the results of the product(s) and the eligibility criteria has been met.

3.4 Not what you ordered?

3.4.1 Should you receive the product(s) that is not the same as originally ordered and you would like to return it, you must report this to us within 24 hours after delivery. You can do so by logging a return on the website through your account dashboard.

3.4.2 After Zella Skincare had approved your return request, we will collect the incorrect product(s) from you at no charge. Once the product(s) have been inspected and the return has been validated, you will have the option of a replacement of the correct product you originally ordered delivered to you at no additional cost, a store credit or a refund equal to the value of the price you paid for the product being returned as stated on the original order.

How to prepare your product(s) for return:

To ensure your request is processed as quickly as possible, you are responsible for the following when returning your product(s): 

1. Package your product(s) safely and securely for protection during transit;
2. Mark your return reference number (which we issue to you upon approval of your return request) on the outside of your package. See how to here.
3. Include all accessories and parts that where sold with the product.

If the above mentioned requirements are not adhered to, it could result in a delay of processing your request and/or refusal all together.

4. Late or missing refunds

4.1 If you have not received your refund yet, please check your bank account again.

4.2 Thereafter, contact your bank. It may take some time before your refund is officially posted. 

4.3 Once you have done all of the above and still have not received your refund, please contact us on support@zellaskincare.com . We will be happy to assist you. 

5. Gift items

5.1 Product(s) that were bought as a gift for others may be returned.

5.2 The product(s) will need to be returned through the same account with which the purchase was made. 

5.3 We will only refund via the payment method originally utilised upon purchasing the product(s) being returned.

6. Gift vouchers

6.1 Gift vouchers are not eligible for cash refund.

6.2 If you have purchased items with a gift voucher, we will credit your account with the Rand value equal to the value of the gift voucher used.