Refund policy

WECOZYSTORE Return & Refund Policy

At WECOZYSTORE, we want you to be completely satisfied with your purchase. In compliance with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA), we have designed a clear and fair return process for our customers.

1. Standard Return Window

You have 14 days from the date of delivery to request a return for an eligible item. In accordance with Section 44 of the ECTA, this includes the mandatory 7-day "cooling-off" period for online purchases.

2. Eligibility for Returns

To be eligible for a return and full refund, the following conditions must be met strictly:

  • Grooming Products: For health and hygiene reasons, all grooming, skincare, and cosmetic items must be completely unopened, unused, and in their original intact packaging with all hygiene seals unbroken. We cannot accept returns on grooming products that have been unsealed or tested.

  • Jewelry: Pieces must be unworn, undamaged, and in their original packaging with all tags still attached. Any jewelry showing signs of wear, scratching, or alteration will not be accepted.

  • Proof of Purchase: A valid receipt, order number, or proof of purchase must accompany the return.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or used grooming products.

  • Customized or engraved jewelry.

  • Gift cards.

  • Items marked as "Final Sale" or clearance (unless defective).

4. Defective or Damaged Goods

If you receive a product that is defective, damaged during transit, or incorrect, please notify us within 48 hours of delivery. We will cover the return shipping costs for defective or incorrect items and arrange for a prompt replacement or full refund.

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Email our support team at wecozystore@gmail.com with your order number and the reason for the return.

  2. If your return is accepted, we will provide you with a return authorization and the return shipping address.

  3. Securely package the item to prevent damage during transit.

6. Return Shipping Costs

  • Change of Mind: If you are returning an item due to a change of mind (within the 14-day window), you will be responsible for paying your own return shipping costs. Shipping costs are non-refundable.

  • We strongly recommend using a trackable courier service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. The Refund Process

Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed automatically to your original method of payment.

  • Timeline: Please allow 5 to 10 working days for the funds to reflect in your account, depending on your bank or payment gateway's processing times.

  • Late Refunds: If you haven’t received a refund after 10 working days, first check your bank account again, then contact your credit card company or bank. If you have done all of this and still have not received your refund, please contact us at wecozystore@gmail.com