Refund policy

Refund Policy

At CelluFlow, we are committed to delivering high-quality products and providing a fair and transparent returns process in accordance with the Consumer Protection Act, 68 of 2008.

Eligibility for Returns

You may request a return within 90 calendar days from the date your order is delivered.

To qualify for a return, the product must:

• Be unused, unworn and unwashed.

• Be in its original condition with no signs of damage caused after delivery.

• Be returned in its original packaging with all labels, tags, accessories and inserts included.

• Be accompanied by proof of purchase, such as your order confirmation or invoice.

CelluFlow reserves the right to refuse returns that do not meet these requirements.

Faulty, Defective or Incorrect Products

If you receive a product that is defective, damaged during transit, incorrect, missing components or different from what you ordered, please notify us within 7 days of delivery by emailing support@celluflow.co.za.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the product, packaging and shipping label.

Once your claim has been reviewed and approved, CelluFlow may replace the product, repair it where appropriate or issue a full refund in accordance with the Consumer Protection Act. If the return is due to our error or a verified manufacturing defect, we will cover the reasonable return shipping costs.

Returns for Change of Mind

If you change your mind, you may return your order within 30 days of delivery, provided it meets the return requirements above.

For change-of-mind returns:

• Return shipping costs are the customer’s responsibility.

• Original shipping charges are non-refundable.

• Refunds are issued only after the returned product has been received and inspected.

Refund Process

Once your returned item has been received and approved, your refund will be processed to your original payment method.

Refunds are generally issued within 5 to 10 business days after approval. Processing times may vary depending on your bank or payment provider.

You will receive an email once your refund has been processed.

Exchanges

We are happy to exchange products where the incorrect size was ordered, subject to stock availability, where the product is defective, or where the wrong item was supplied.

Customers requesting a size exchange may be responsible for shipping costs unless the exchange is required because of our error.

Items Not Eligible for Return

For hygiene and quality reasons, we cannot accept returns for:

• Products that have been worn, used, washed or altered.

• Products damaged after delivery through misuse or negligence.

• Products returned without their original packaging or tags.

• Clearance or final-sale items, unless they are defective under applicable law.

Return Shipping

Please package approved returns securely to prevent damage during transit and use a courier that provides tracking and proof of delivery. CelluFlow is not responsible for items that are lost or damaged while being returned.

Return instructions will be provided once your return request has been approved.

Consumer Protection

This Refund Policy operates alongside your rights under the Consumer Protection Act, 68 of 2008. Nothing in this policy limits or replaces your legal rights.

Contact Us

CelluFlow

133 Francis Baard, Pretoria, 0002, South Africa

Email: support@celluflow.co.za

Phone: 072 273 4793

Please include your order number in all correspondence. We aim to respond to enquiries within 1 to 2 business days.