Refund policy
Returns & Refunds Policy
Last updated: October 2026
Our 30-Day Satisfaction Promise
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.
The 30-day period begins on the date your order is delivered. Please contact us before returning or sending any products back, so that our team can review your request and give you the correct instructions.
How to Request a Refund
- Contact our team within 30 calendar days of receiving your order, by email at Support@UnderToneSA.co.za or through our Contact page.
- Give us your order number and the email address used when you placed your order.
- Our team will review your request and tell you the next steps.
- Once an eligible request has been approved and any required return process has been completed, we will start your refund.
Refund Method and Processing
Approved refunds are paid to the original payment method used for the purchase. Once we have started the refund, your bank or payment provider may need additional time before the funds show in your account.
Damaged, Defective or Incorrect Products
If your product arrives damaged, appears defective, or is different from what you ordered, please contact us as soon as reasonably possible. Give us your order number and, where possible, clear photographs of the product and its packaging, so that we can assess the problem and help you quickly.
Order Cancellations and Corrections
If you need to cancel an order or correct its details, please contact us as soon as possible. We will make every reasonable effort to help, but we cannot guarantee that an order can be changed or cancelled once it is being processed or has been dispatched.
Your Consumer Rights
Our 30-day satisfaction promise is in addition to your rights under the South African Consumer Protection Act and any other applicable law. Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited.
Certain consumer rights and remedies may continue to apply after the 30 days if a product is defective, unsafe or does not meet applicable legal standards.
Contact Us
UnderToneSA is a trading name of DJG (Pty) Ltd, based in Durban, KwaZulu-Natal, South Africa.
Email: Support@UnderToneSA.co.za
Please include your order number so we can find your purchase and help you as efficiently as possible.
This policy should be read together with our Shipping Policy, our Terms of Service and any mandatory rights available under South African consumer law.