Refund policy

Last Updated: July 2026

At ZALU Cosmetics, we take pride in creating skincare products of exceptional quality. Your satisfaction is important to us, and we are committed to providing a seamless shopping experience from checkout to delivery.

If something isn't quite right, we're here to help.

Returns

Due to the nature of skincare and personal care products, we can only accept returns on products that are unused, unopened, and in their original condition, unless the product is defective, damaged, incorrect, or otherwise does not comply with applicable South African consumer protection laws.

To be eligible for a return, your item must:

Be unused and unopened;
Be returned in its original packaging with all seals intact;
Include proof of purchase or your order number; and
Be returned within 30 calendar days of delivery.

Returns that do not meet these requirements may not qualify for a refund or exchange.

How to Request a Return

To initiate a return, please email info@zalucosmetics.co.za with:

Your order number;
The reason for your return; and
Photographs of the product where applicable.

Please do not send products back without first receiving return authorisation from our Customer Care team.

Once your request has been approved, we will provide you with the appropriate return instructions and the return address.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

If you receive a product that is:

damaged during delivery;
defective;
incorrect; or
incomplete,

please notify us within 48 hours of delivery by emailing info@zalucosmetics.co.za.

To help us investigate the matter quickly, please include:

your order number;
photographs of the product;
photographs of the packaging (if applicable); and
a brief description of the issue.

Once your claim has been assessed, we will arrange an appropriate remedy, which may include a replacement, repair or refund, in accordance with the Consumer Protection Act.

Refunds

Once we have received and inspected your returned product, we will notify you of the outcome of your refund request.

If your refund is approved:

the refund will be processed to your original payment method;
refunds are typically processed within 10 business days of approval; and
your financial institution may require additional time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at info@zalucosmetics.co.za.

Exchanges

We currently offer exchanges only for products that are defective, damaged, or incorrectly supplied.

If you would like a different product, we recommend returning your eligible unopened item (where applicable) and placing a new order.

Return Shipping

Where a return is approved because the product is damaged, defective or incorrectly supplied, ZALU Cosmetics will arrange collection or cover the reasonable cost of return shipping.

For all other approved returns, the customer is responsible for the cost of returning the product unless otherwise agreed by ZALU Cosmetics.

Original shipping charges are non-refundable unless the return is due to an error on our part or a defective product.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

opened or used skincare products;
products with broken safety seals;
gift cards;
promotional gifts; or
products that have been damaged through misuse, neglect or improper storage.

Products purchased during promotional or sale periods may not be returned simply because you have changed your mind. However, this does not affect your rights where a product is defective or otherwise fails to meet the standards required by applicable South African consumer protection laws.

Allergies & Skin Sensitivity

Every individual's skin is unique.

We strongly recommend reviewing the ingredient list carefully and performing a patch test before using any new skincare product.

If irritation occurs, discontinue use immediately and consult a qualified healthcare professional.

ZALU Cosmetics cannot guarantee compatibility with every skin type and is not responsible for allergic reactions where ingredients have been accurately disclosed and the product is free from defects.

Consumer Rights

Nothing in this Returns & Refund Policy limits, excludes or replaces any rights you may have under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or any other applicable South African law.

Where a product is defective, unsafe or fails to meet the quality standards required by law, your statutory rights remain fully protected.