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Cancellation Before Shipment: If your order or specific item(s) haven't been shipped, please contact our customer support team via email at [email protected] or call us on +27 087 3515 116. Upon confirmation, the order will be cancelled, and a refund will be processed within 24-48 business hours from the time of the cancellation request.

Refund Process: For credit/debit card or online banking payments, refunds will be credited back to the original account within 24-48 business hours after receiving the returned products. It might take an additional 2-3 business days for the amount to reflect in your account. Cash on delivery transactions will be refunded via a bank transfer after receiving the products back, completing within 24-48 business hours.

Discount Vouchers or Loyalty Points: Discount vouchers, once redeemed, are considered utilized even in the case of order cancellation. Loyalty points redeemed will be credited back to your account upon cancellation.

Returns, Replacements, and Refunds:

South African Orders: Customers can request returns/exchanges within 7 days of delivery and raise a return request within 15 business days via email to [email protected]. Refunds or replacements will be processed upon receiving the products in their original packaging and condition.

International Orders: Returns for international orders are accepted for damaged, defective, expired, or incorrectly delivered products within their original, unused, and sealed packaging.

Non-Returnable Items: Certain conditions apply for non-returnable items, including damaged due to misuse, missing original packaging, tampered serial numbers, used or altered products, and requests initiated after 15 business days of delivery.

Categories Not Eligible for Return: Customized products and personal care appliances are not eligible for return due to specific reasons like hygiene and select promotional availability.

Damaged or Defective Item/Wrong Product: For damaged, defective, or wrong products received, notify us within 7 business days of receipt via email at [email protected]. Return/refund processes apply upon verification.

Returning Free Gifts: Free gifts included in the order need to be returned along with the original product.

Partial Order Return: Partial returns are allowed at the item level, requiring the return of the complete product with all components and complimentary gifts.

Refund Process for Returns: Refunds for returns will be processed within 24-48 business hours upon receiving and verifying the products at our warehouse. Credit/debit card or net banking refunds reflect in 2-3 business days, while cash on delivery refunds take an additional 2-3 business days. Refunds via the Smartafro.co.za wallet are also available.

Feel free to contact our customer care for any clarifications, and note that during specific promotions, distinct return rules may apply as indicated in the promotion details.