Refund policy

Last updated: 13 October 2026

This policy explains how cancellations, returns and refunds work at Gentle Co. Nothing in it limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Cooling-off period (7 days)

Under section 44 of ECTA, you may cancel your order without giving a reason and without penalty within 7 days of receiving your goods. The only charge you may be responsible for is the direct cost of returning the goods to us. Please return the item unused, with all parts and attachments, and in its original packaging.

2. Defective goods (6 months)

Under section 56 of the CPA, if your product is defective, unsafe or not fit for its intended purpose within 6 months of delivery, you may return it at our cost and choose a repair, a replacement or a refund. This does not apply to damage caused by misuse, accidents, or failure to follow the user manual.

3. Items that cannot be returned

  • Used replacement filters (for hygiene reasons), unless they are defective.
  • Hair dryers and attachments that have been used, for hygiene reasons, unless they are defective. This does not affect your right to return a faulty product.
  • Products damaged through misuse, accidents, or failure to follow the user manual.

4. How to return an item

  1. Send us a message through the contact form with your order number, the reason for your return, and photos if the item is damaged or faulty.
  2. We will reply within 2 business days with return instructions, including the return address and, where we cover the cost, an Aramex collection.
  3. Pack the item securely. Items sent back without contacting us first cannot be processed.

5. Refunds

Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are paid back to the card you paid with, through our payment provider Yoco, within 10 business days. Your bank may take a few extra days to show the refund. Original delivery fees are refunded for defective items and ECTA cancellations, as required by law.

6. Damaged on arrival

If your order arrives damaged, contact us through the contact form within 48 hours of delivery, with photos, and we will arrange a replacement or refund.

7. Questions

Please use the contact form or email us at support@gentleco.co.za and we will get back to you.