About Return

I. Order Cancellation

We know that things don’t always go as planned, so we offer a flexible cancellation policy to support you. If you need to cancel your order, just reach out to us at info@gentleza.co.za before it has been shipped. We’ll do our best to stop the shipment and process a full refund. If the order has already been dispatched, let us know as soon as possible — we’ll guide you through the return and refund process

II. 30-Day No-Reason Return Policy

1. Return Period

Shop with confidence—Gentleza offers a 30-day no-reason return period. You can request a return within 30 days from the date you receive your order.

2. Return Conditions

• Brand New and Unopened:
  Items must be returned in their original condition—unused, unopened, and with all packaging intact.
• All Original Accessories:
  Please include all accessories, manuals, and any free items that came with the product.
• We Cover Return Shipping:
  Gentleza will cover the return shipping costs. You won’t need to pay anything extra to send the item back.
• Proof of Purchase Required:
  Be sure to include your order confirmation or receipt to help us process your return faster.
• Important Note:
  Clearance items and non-Gentleza products are not eligible under this return policy.

III. Return Process

1. Contact Customer Support

To begin your return, please email us at info@gentleza.co.za with your order number and a brief description of the reason for the return. Our team will guide you through the process.

2. Get Approval

A member of our support team will respond within 24 hours with return instructions and confirm the next steps.

3. Prepare and Return the Item

Carefully pack the item in its original packaging, including all accessories and freebies. We’ll arrange for return shipping at no cost to you, so there’s no need to worry about postage.

4. Refund Processing

Once we receive and inspect the returned item, we’ll process your refund within 5 business days. You’ll receive confirmation via email once the refund has been issued.

🔔 Important Note

To ensure a smooth and quick return process, please contact our support team before sending anything back. We’re here to help and want to make sure everything goes as smoothly as possible. Returns sent without prior approval may not be accepted.

About Exchange

I. Exchange Conditions

1. Exchanges for Non-Quality Reasons

We understand that sometimes things just don’t fit quite right. If you’d like to exchange an unused product (for example, due to size or personal preference), you can do so within 30 days of receiving your order. The item must be in its original condition and packaging.

✅ No stress: Gentleza will cover the return shipping costs, so you won’t need to pay anything extra to send it back.

2. Exchanges for Quality Issues

If your product is damaged or defective due to a manufacturing issue, you’re covered under our 12-month warranty. Just email us at info@gentleza.co.za, and our support team will take care of you. We’ll assess the issue and arrange the best solution—whether that’s a replacement, repair, or exchange.

II. Quality Issue Verification

Please provide your order number, clear photos or videos of the product issue, and a detailed description to facilitate quick processing.

III. Exchange Process

1. Contact Customer Support

To start the process, please email info@gentleza.co.za with your order number and a short description of the issue or reason for the exchange request.

2. Get Approval

Our team will respond within 24 hours to confirm if the item qualifies for exchange and provide step-by-step return instructions.

3. Prepare and Return the Item

Pack the item carefully in its original packaging, including all accessories and freebies. Gentleza will cover the return shipping, so you don’t have to worry about extra costs.

4. Processing the Exchange or Replacement

• For non-defective items (such as size or preference-based exchanges), we’ll send out the replacement within 5 business days after we receive and inspect the return.
• For defective or damaged products, we do not exchange them. Instead, we’ll inspect the returned item and send you a brand new replacement at no extra charge.

🔔 Important Note

To ensure a smooth experience, please contact us before sending any items back. Returns or exchanges sent without prior approval may not be accepted.

About Refund

I. Refund Timeline

Once the refund request is approved, the amount will be returned to the original payment method within 5 business days.

II. Refund Details

Order Cancellation: Full refund.

Returns: For returns made within the allowed period, we will refund the product price only.
Please note: Original shipping fees and taxes are non-refundable.
Gentleza will cover the cost of return shipping, so you won’t pay anything to send the item back.

Warranty: If your item qualifies under our 12-month warranty and cannot be replaced, we’ll issue a full or partial refund depending on the situation.

Note: Refunds are only processed back to the original payment account. Processing times may vary depending on your bank or payment provider.