Returns, Exchanges & Refunds Policy

I. Returns for Unused Items (30-Day Return Policy)

If you’ve changed your mind or no longer want the item, no problem! You can return any unused item within 30 days of receiving it.

✅ You qualify for this return if:

• The item is unused, unopened, and in its original packaging
• All original parts, accessories, manuals, and freebies are included
• You provide proof of purchase (order confirmation or receipt)

📦 We cover the return shipping, and once we’ve received and inspected the item, we’ll either:

Arrange an exchange if you prefer, or

Process a refund to your original payment method.

II. Returns for Defective or Faulty Items (12-Month Warranty)

If your product isn’t working properly, we’ve got you covered under our 12-month warranty.

✅ You qualify for this return if:

• The product is defective or not functioning as it should
• The issue is not caused by accidental damage or misuse

To help us assess the issue, please email us at info@gentleza.co.za with:

• Your proof of purchase
• A short video showing the problem (recorded off the body if it’s a personal-use item)
• Your delivery address and contact number

We’ll review your claim and:

Send you a free replacement, or

If you prefer, arrange collection of the faulty item and issue a refund.

III. Exchanges

🔁 Non-Quality Exchanges (e.g. Wrong Size or Preference)

If you’d like to swap an unused product for something else, you can do that within 30 days of receiving your order.

• The item must be unused and in its original packaging
• We’ll cover the return shipping
• Once we’ve received and inspected the product, we’ll send out your exchange at no extra cost

⚠️ Quality-Related Exchanges

If the item is damaged or not working properly, you’re fully covered under our 12-month warranty.

To request an exchange, please email info@gentleza.co.za with:

• Your order number
• A short description of the issue
• Clear photos or a short video showing the problem (off the body, if applicable)

We’ll assess the issue and arrange a replacement or the most appropriate solution — at no cost to you.

IV. Refunds

• Refunds are issued within 5 business days after we’ve received and inspected the returned product.

• Please note: original shipping fees and taxes are non-refundable

• Refunds go back to your original payment method

• You’ll receive a confirmation email once the refund is processed

How to Start a Return or Exchange

1. Email us at: info@gentleza.co.za
2. Include your order number, a short description of the issue, and a video if the item is faulty.
3. We’ll reply within 24 hours with your return or exchange instructions.