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REFUND POLICY

At JOWELLE, we take care to manufacture, package and dispatch every order to a high standard. If something goes wrong with your order, please contact us and we will work with you to resolve the issue.

This Refund Policy should be read together with our Terms & Conditions and Shipping Policy. Nothing in this policy limits any rights you may have under applicable South African consumer law.

1. DAMAGED PRODUCTS

If your order arrives damaged, please contact JOWELLE as soon as reasonably possible and provide photographs of the damaged products and packaging.

We may ask you to return the damaged products so that we can assess the damage and, where appropriate, investigate the matter with the courier.

Where a return is required because the products arrived damaged, JOWELLE will cover the reasonable courier cost of returning the affected products. The return may need to be dropped off at a PUDO locker or another designated collection point.

Following assessment, JOWELLE will either:

  • replace the affected products; or

  • provide a refund for the affected products, including the original delivery charge where appropriate.

Please retain the original packaging and damaged products until JOWELLE confirms that they are no longer required.

2. INCORRECT OR MISSING PRODUCTS

If you receive an incorrect product or an item is missing from your order, please contact JOWELLE as soon as reasonably possible.

We will investigate the order and, where appropriate, arrange for the correct or missing product to be sent to you or provide an appropriate refund.

If a product needs to be returned because JOWELLE supplied the incorrect product, JOWELLE will cover the reasonable return courier cost.

3. PRODUCTS THAT DO NOT MEET EXPECTATIONS

JOWELLE products are handmade in small batches and may exhibit minor variations in colour, texture, shape, weight and appearance between batches. Such variations do not necessarily indicate a product defect.

Natural ingredients may also have their own characteristic colour or aroma, and these characteristics may vary between batches.

If you believe that a product is defective or does not conform to what you ordered, please contact us with details of the issue. We will assess the matter and provide an appropriate remedy where required by applicable law.

4. CHANGE-OF-MIND RETURNS

Because JOWELLE products are personal-care products, opened or used soaps cannot generally be returned for hygiene reasons.

Where applicable law provides a right to return a product due to a change of mind, any applicable conditions and statutory requirements will apply.

Customers should contact JOWELLE before returning any product. Do not send products back without first receiving return instructions.

5. ALLERGIC OR ADVERSE REACTIONS

Customers should review the ingredients of a product before purchase and use, particularly if they have known allergies or sensitivities.

If you experience irritation, discomfort or another adverse reaction after using a JOWELLE product, discontinue use and contact us if you believe the product may be defective or otherwise responsible for the issue.

JOWELLE will assess reported adverse reactions on a case-by-case basis and will comply with any applicable consumer rights and legal obligations.

6. ORDER CANCELLATIONS

Orders may be cancelled before the parcel has been deposited with the courier, subject to any applicable legal rights.

Once an order has been handed to the courier, it may no longer be possible to cancel the shipment. In such cases, the applicable return and refund provisions will apply.

If JOWELLE cancels an order because a product is genuinely unavailable or because of a material pricing or stock error, any payment received for the cancelled order will be refunded.

7. REFUNDS

Where a refund is approved, JOWELLE will process the refund using the original payment method where reasonably possible.

The time taken for the refunded amount to appear in your account may depend on the payment provider or financial institution used for the original transaction.

Where a full refund is provided for an order that was lost or damaged during delivery, the original delivery charge will also be refunded where applicable.

8. SALE AND PROMOTIONAL PRODUCTS

Products purchased during a sale or promotional period remain subject to the same consumer rights and applicable statutory remedies as products purchased at the regular price.

Any additional promotional conditions will be communicated at the time of purchase.

9. HOW TO REQUEST A REFUND OR REMEDY

To request a refund, replacement or other remedy, please contact JOWELLE using the contact details provided on our website.

Please include:

  • your order number;

  • the product concerned;

  • a description of the issue;

  • photographs where relevant; and

  • any other information reasonably required to assess the matter.

We will review the request and respond as soon as reasonably practicable.

10. STATUTORY RIGHTS

Nothing in this Refund Policy is intended to exclude, restrict or waive any rights or remedies that cannot lawfully be excluded, restricted or waived under applicable South African law.

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

11. POLICY UPDATES

JOWELLE may update this Refund Policy from time to time. The version applicable to an order will generally be the version in effect when the order was accepted, subject to any applicable legal requirements.

12. CONTACT

For refund, return or product-related enquiries, please contact JOWELLE using the contact details provided on our website.

Mushroombosch (Pty) Ltd t/a JOWELLE

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