Refund policy

Due to the nature of some products, returns are only accepted under specific conditions to ensure safety and quality standards. Smollz operates on the principle that all sales are final. We also endeavour to ensure that all products sent to clients, are correct , undamaged and complete. All returns will be exchanged to different items or refunded via online store credit .Refunds are subject to eligibility requirements met.

2. Eligible Returns

We accept refunds, returns or exchanges within 7 days of delivery provided that

• The items Smollz provided were damaged or defective.
• The items Smollz provided were incorrect .
• There were missing items.
• The items were expired.

      If the customer believes they are eligible based on the above stated points the customer should notify Smollz within 48 hours of delivery. It is the customer’s responsibility to inspect that the order is correct  and has no damage upon receipt of delivery. To request a refund the parcel must be returned back within 4 working days after receipt. The proof of purchase must be presented on the return.

3. Cancellation of orders by Customer

Orders that have already been sent to the courier cannot be cancelled. Fees incurred in such orders will also be deducted from the refund.

4. Cancellation of orders by Smollz

Smollz Reserves the right to cancel orders where :-

Pricing errors have occurred

Website errors have affected the transaction

Where completing the order is impossible due to circumstances that are not under Smollz’s control. A full refund will be given in such instances.

5. We do not offer returns or exchange for the following reasons:-

• Change of mind purchases.
• Return of items that were on sale, clearance and promotional items.
• Selecting incorrect size, colour ,type or shade .
• Errors the customer made during ordering process.
• Items damaged due to misuse.
• Returns requested after 7 days . 

6. Non-Returnable Items

We do not accept returns for the following unless proven to be defective:

• Personal hygiene and skincare products including make up product

                 -cosmetic accessories and hair care products including hair extension

                 -Food and beverage product

                 -Medical and health products.

• Opened or used food products.
• Products stored incorrectly or damaged after delivery.
• Underwear such as socks, panties, boxers including swimwear.
• Earrings or any personal body jewellery that meets strict hygiene standards.
• Items without their protective strips attached .
• The price tag is not attached (for clothing items). 
• The item shows signs of being worn or used.
• The item is not in original condition and packaging.
• Promotional gifts are not returned together with the gift.
• Items returned in a state that makes them impossible to resell where reasonable.

All these will be inspected in line with the consumer’s act.

7. Refund Process

Email us at Info@smollz.co.za with

- photos of the item.

 - description of  the issue.

- Order reference and proof of payment.

The email should be within 48 hours of receiving your order to be eligible for a refund.

We will review and send you return instructions if requirements are met.

Once approved

• Refunds will be processed to the original payment method.
• Processing time may take 5–14 business days .Smollz is not liable for delays caused by payment service providers.
• Instructions for returns will be sent.

8.Shipping of returned Items.

You will be responsible for covering the shipping costs to return your item.

The original courier fee paid by the customer will not be refunded.

Refunds are processed within 5-10 business days After we receive the item .

NB: RETURNS WILL NOT BE ALLOWED AFTER 7 DAYS.

9. Important Notes

If your order is missing items or arrives damaged, please notify us within 48 hours of delivery.

We are not responsible for delays caused by third-party delivery services; however, we will assist in resolving any issues where possible.

• All claims are subject to verification.
• We reserve the right to refuse refunds if policy conditions are not met
• This policy complies with applicable consumer protection guidelines