Refund policy
Returns & Refunds Policy
At UnderToneSA, your satisfaction matters. If you are not happy with your purchase, please contact us within 30 calendar days of delivery.
Eligible purchases under our 30-day satisfaction promise qualify for a full refund.
30-Day Satisfaction Promise
The 30-day period begins on the date your order is delivered.
If you are not satisfied with your purchase, contact UnderToneSA within this period with your order details. Please contact us before returning or sending any products back so that our team can review your request and provide the appropriate instructions.
How to Request a Refund
To request a refund:
- Contact our team within 30 calendar days of receiving your order.
- Provide your order number and the email address used when placing your order.
- Our team will review your request and advise you of the next steps.
- Once an eligible request has been approved and any required return process has been completed, your refund will be initiated.
Refund Method and Processing
Approved refunds will be processed to the original payment method used for the purchase.
Once UnderToneSA has initiated the refund, your bank or payment provider may require additional processing time before the funds are reflected in your account.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, appears to be defective, or is different from the product you ordered, please contact us as soon as reasonably possible.
Please provide your order number and, where appropriate, clear photographs of the product so that we can assess the issue and assist you efficiently.
Order Cancellations
If you need to cancel or make a correction to an order before it is dispatched, please contact us as soon as possible.
We will make every reasonable effort to assist. However, we cannot guarantee that an order can be cancelled or changed once it has entered processing or has already been dispatched.
Consumer Rights
Our 30-day satisfaction promise is provided in addition to your rights under the South African Consumer Protection Act and any other applicable legislation.
Nothing contained in this Returns & Refunds Policy is intended to exclude or limit any consumer rights that cannot legally be excluded or limited.
Certain consumer rights and remedies may continue to apply after the 30-day satisfaction period where products are defective, unsafe or otherwise fail to comply with applicable legal standards.
Contact Us
If you are not completely satisfied with your purchase, please contact the UnderToneSA team within 30 calendar days of delivery.
Please include your order number so that we can locate your purchase and assist you as efficiently as possible.
This Returns & Refunds Policy should be read together with our Shipping Policy and any mandatory rights available under applicable South African consumer law.