Chelev Return & Refund Policy
At Chelev, we are committed to providing you with high-quality, handcrafted skincare made with natural ingredients. Due to the nature of our products and for hygienic reasons, we cannot accept returns on opened or used items. However, we will always do our best to make things right if you are unhappy with your purchase.
Returns & Exchanges
Unused and unopened items may be returned within 7 calendar days of delivery. To qualify:
- The product must be in its original, unopened, and unused condition.
- Items must be returned in the original packaging.
- You must contact us first at hello@chelev.co.za with your order number and reason for the return.
Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item sent or damaged product).
Damaged or Defective Items
If your product arrives damaged or defective, please notify us within 48 hours of receiving your order by sending a photo and a description to hello@chelev.co.za
We will offer you the option of:
- A replacement, or
- A refund (processed within 5–7 business days after approval)
Skincare Sensitivities or Reactions
Our products are formulated with gentle, natural ingredients, but individual skin reactions can occur. If you experience an adverse reaction:
- Discontinue use immediately.
- Contact us with your order number and a photo of the reaction (if possible).
- We may offer store credit or a product exchange, depending on the circumstances. Refunds are not guaranteed for personal sensitivities.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns on:
- Opened or used skincare products
- Items purchased on sale or as part of a promotion
- Gift cards
Legal Rights
This policy is in line with the Consumer Protection Act and Electronic Communications & Transactions Act of South Africa. You are entitled to a 7-day cooling-off period for online purchases, provided items are unopened and returned at your cost.
How to Start a Return
To begin a return, email us at hello@chelev.co.za with the subject line “Return Request – Order #[YourOrderNumber]”.
Include:
- Your full name
- Order number
- Product(s) you’d like to return
- Reason for return
- Photos if applicable (e.g., damage, incorrect product)
If you have any questions about our return policy, please reach out to us at hello@chelev.co.za. We’re here to help and ensure that you love your Chelev skincare experience.