Refund policy

Return & Refund Policy

Last Updated: June 2026

At HER ZURI, customer satisfaction is important to us. This Return & Refund Policy is designed in accordance with applicable South African consumer protection laws.

1. Returns for Online Orders

If you purchased your order through our website, you may request a return within 7 days of receiving your order, in accordance with applicable South African legislation governing electronic transactions.

To qualify for a return:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging where reasonably possible.
  • Proof of purchase must be provided.

Unless the product is defective, damaged, incorrect, or not as described, the customer will be responsible for the cost of returning the item.

2. Defective, Damaged or Incorrect Products

If you receive a product that is:

  • Damaged on arrival;
  • Defective;
  • Incorrect; or
  • Not substantially as described,

please contact us within 7 days of delivery with photographs and your order number.

Where applicable, we may offer:

  • A replacement;
  • A repair; or
  • A full refund.

In such cases, we may cover reasonable return shipping costs.

3. Perfume & Personal Care Products

For hygiene, health, and safety reasons, opened or used perfume products cannot be returned for a refund unless they are defective, damaged, or incorrect.

Products that have been significantly used, altered, or damaged after delivery may not qualify for a refund.

4. Refund Process

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method used during checkout.

Please allow 7–14 business days for the refund to reflect, depending on your payment provider or bank.

5. Exchanges

We currently only replace items that are defective, damaged, or supplied incorrectly.

If you require assistance, please contact our support team.

6. Non-Returnable Items

The following items cannot be returned unless faulty, defective, or supplied incorrectly:

  • Opened perfume products;
  • Gift cards;
  • Promotional or clearance items marked as non-returnable;
  • Personal care products that have been used after delivery.

7. How To Request A Return

To request a return, please contact us with:

  • Your full name;
  • Order number;
  • Reason for return; and
  • Supporting photos if applicable.

Our team will provide return instructions and assist you through the process.

8. Contact Us

For return and refund enquiries, please contact our customer support team through the contact details provided on our website.

We are committed to resolving issues fairly, efficiently, and in accordance with South African consumer protection laws.