Refund policy

At Gel-Oh, we take pride in the quality of our products and want you to shop with confidence. If something isn’t right, our team is here to help.

 

Requesting a Return

To request a return, please email nails@geloh.co.za with your order number.

Our team will review your request, confirm eligibility, and guide you through the next steps.
Please note that items returned without prior approval may not be processed.

Inspection & Approval

Once your return has been received, it will be carefully inspected by our team.

  • If a manufacturing defect is confirmed, you will be offered a refund or replacement, subject to availability.

  • Where a defect is confirmed, reasonable return shipping costs will be refunded.

 

Processing Time

Refunds

After your return has been received and inspected (usually within 2–3 business days), refunds are processed within 5–7 business days.
Please allow additional time for your bank or payment provider to reflect the funds.

Exchanges

Approved exchanges are shipped within 2–3 business days after confirmation.
Delivery times may vary depending on your location and courier service.

Sale Items

Items purchased on sale are not eligible for return or exchange, unless found to be defective in line with the Consumer Protection Act.

 

Return Eligibility

Returns apply to unused products only.

To be eligible:

  • Items must be unused, unopened, and in their original packaging

  • Return requests must be made within 30 days of delivery

  • Proof of purchase is required

If a product has been used, please refer to the Faulty or Damaged Items section below.

 

Return Shipping

  • Return shipping costs for non-defective items are the responsibility of the customer

  • We cannot accept responsibility for items lost or damaged in transit

  • For confirmed defective items, return shipping costs will be refunded

 

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns in the following cases:

  • Products that have been opened or used

  • Items with broken or removed hygiene seals, unless confirmed faulty

  • Returns requested more than 30 days after delivery

  • Items damaged due to misuse, mishandling, or incorrect storage

 

Policy Compliance

Returns may be declined if:

  • Proof of purchase cannot be provided

  • Items are returned without prior authorization

  • Items fall outside the terms of this policy

 

Gifts with Purchase

If your order included a complimentary gift, it must be returned with the main item.
If the gift is not returned, its value may be deducted from the refund total.

 

Faulty or Damaged Items

If your order arrives faulty or damaged, please contact us within 7 days of delivery and include clear photographs.

  • We will arrange a replacement or refund, where appropriate

  • Faulty items do not need to be returned unless requested

This policy is aligned with the Consumer Protection Act (South Africa).

 

Privacy & POPIA

By submitting a return or refund request, you consent to the use of your personal information solely for the purpose of processing your request.

We handle your information in accordance with the Protection of Personal Information Act (POPIA) and are committed to keeping your details secure and confidential.

For any privacy-related enquiries, please contact nails@geloh.co.za.

 

Need Assistance?

Our team is always happy to help and typically responds within 24 hours.
📧 nails@geloh.co.za