Return and Refund Policy

Effective date: 1 December 2025

Scope

Applies to purchases from https://www.stretchgazelle.co.za/
Read with our Terms and Privacy Policy.

Your statutory rights

• Consumer Protection Act applies. Defective goods may be returned within six months from delivery for assessment. Remedy is repair or replacement or refund, chosen by us, unless not reasonably possible. Electronic
• Communications and Transactions Act cooling off may apply to electronic transactions where eligible. Cooling off for direct marketing applies when you bought because of direct marketing and you cancel in time.

What qualifies as defective

• Manufacturing fault.
• Not fit for stated purpose.
• Not of acceptable quality.
• Not matching description or sample.
• Damage in transit reported on time.
• Wear and tear, misuse, neglect, unauthorised repair, modification, or failure to follow instructions do not qualify.

Return windows

• Defect or failure. Within six months from delivery.
  Transit damage or shortages. Notify within 48 hours from delivery with photos.
  Wrong item received.
• Notify within 7 days from delivery unopened where possible.
• Change of mind. Only if stated on the product page or our site returns page. If allowed, return within 7 days from delivery. Unused and sealed. Return shipping for your account.

Non returnable items

• Used items that touch skin where hygiene matters, unless defective.
• Consumables or items with tamper seals that are opened.
• Personalised or special order items.
• Gift cards and vouchers.
• Downloadable or access code products.

Condition requirements

• Include all accessories, manuals, freebies, and original packaging.
• No stickers or writing on retail boxes.
• Pack safely. Damage in return transit caused by poor packing is your risk.

How to start a return

• Email info@stretchgazelle.co.za
• Include order number, product name, clear photos of the item, the fault, and the packaging, and a short description.
• Wait for return instructions. Do not ship before receiving a return authorisation reference.

Assessment process

Inspection is required. Third-party or manufacturer testing may be used. If no fault is found, the item is returned to you. Shipping back to you may be for your account.

Remedies

• Repair if practical within a reasonable time.
• Replacement if repair is not practical or fails.
• Refund if repair and replacement are not practical.
• For change of mind if allowed. Refund to original payment less shipping and reasonable handling charges.
• For bundles. If one item is defective, we handle that item only unless the defect affects the bundle.

Refund method and timelines

Refund to the original payment method only. Bank processing times apply. We process within 5 business days after assessment and approval. Shipping fees are refundable only if we shipped the wrong item or the item is defective.

Return shipping

• Defective within six months. We cover reasonable return shipping if approved.
• Change of mind if allowed. You cover return shipping.
• Wrong address or failed delivery leading to return to sender. Re shipment and fees are for your account.

Exchanges

If the exact item is in stock and the request meets the policy, we can exchange it. Otherwise, follow the refund or replacement process.

Pre-orders and special orders

Lead times are estimates. Cancellation before dispatch is at our discretion unless required by law. After dispatch, normal returns policy applies.

Wrong item or missing parts

Report within 7 days from delivery with photos of the outer box, packing slip, and contents. We correct the error. Opened or used wrong items must be returned in saleable condition unless the error required opening to discover.

Abuse and fraud

We may refuse returns that show misuse, tampering, or fraudulent claims. Repeated high return rates may trigger additional checks.

Data on returned items

Remove personal data, accounts, and accessories before sending back. We are not responsible for data loss.

Contact

info@stretchgazelle.co.za