Refund policy
SHANELL — RETURN & REFUND POLICY
Effective Date: 28 June 2026
1. Introduction
At Shanell, we are committed to providing you with quality products and a satisfying shopping experience. This Return and Refund Policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) of the Republic of South Africa.
2. Your Statutory Cooling-Off Right (Online Purchases)
In terms of Section 44 of the ECT Act, you have the right to cancel any electronic transaction and return goods within 7 (seven) business days of receiving your order, without reason and without penalty.
To exercise this right: notify us in writing within 7 business days of delivery at lavhelani001@gmail.com. Goods must be returned in their original, unused condition, with all original packaging, tags, and accessories intact. Return shipping costs are your responsibility unless the goods are defective. We will refund the purchase price within 30 days of receiving the returned goods in acceptable condition.
Please note: The cooling-off right does not apply to goods that have been used, damaged, or are not in their original condition.
3. Defective, Damaged or Incorrect Goods
In terms of Sections 55 and 56 of the CPA, all goods sold by Shanell carry an implied warranty of quality for a period of 6 (six) months from the date of delivery. If goods are found to be defective, not fit for purpose, or not as described, you are entitled to repair of the goods, replacement of the goods with the same or equivalent goods, or a full refund of the purchase price.
To lodge a defective goods claim: contact us at lavhelani001@gmail.com within 6 months of delivery. Provide your proof of purchase (order confirmation or receipt) and a clear description and/or photos of the defect. We will assess the claim and respond within 5 business days.
Shanell reserves the right to inspect returned goods before processing a repair, replacement, or refund. If goods are found to have been damaged due to misuse, negligence, or normal wear and tear, the warranty claim may be declined.
4. Change of Mind Returns (Outside Cooling-Off Period)
Outside of the statutory 7-business-day cooling-off period, Shanell is not legally obligated to accept returns for change of mind. However, at our sole discretion, we may offer store credit (not a cash refund) for returns requested within 14 days of delivery, subject to the following conditions: goods must be unused, unworn, and in original condition; all original packaging, tags, and accessories must be intact; proof of purchase must be provided; return shipping is at the customer's expense; items marked as Final Sale are not eligible. We reserve the right to refuse a return that does not meet these conditions.
5. Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances (except where defective): nail products that have been opened, used, or had their hygiene seal broken; custom or personalised orders; items marked as Final Sale or Non-Returnable at the time of purchase; gift cards.
6. How to Initiate a Return
- Email us at lavhelani001@gmail.com with the subject line: "Return Request – [Order Number]"
- Include your full name, order number, reason for return, and photos if applicable
- Wait for our written approval before sending any goods back — unauthorised returns will not be accepted
- Once approved, ship the goods to: Tshituni, Makhado, Limpopo, South Africa
- We recommend using a trackable shipping method — Shanell is not responsible for goods lost in transit
7. Refund Processing
Approved refunds will be processed within 10 business days of receiving and inspecting the returned goods. Refunds will be issued via the original payment method or as store credit, at Shanell's discretion. Original shipping fees are non-refundable unless the return is due to our error or a defective product.
8. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item (subject to the conditions above) and place a new order.
9. Damaged in Transit
If your order arrives damaged: take photos of the packaging and the damaged goods immediately upon receipt and contact us within 48 hours of delivery at lavhelani001@gmail.com. We will arrange a replacement or refund at no cost to you.
10. Contact Us
Shanell Email: lavhelani001@gmail.com Location: Tshituni, Makhado, Limpopo, South Africa Website: vgdxzr-hu.myshopify.com
This policy does not limit or exclude any rights you have under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.