Return & Refund Policy
Effective date: 26 October 2026
This policy applies to purchases from Lontel Global ZA (“Lontel”). Nothing in this policy limits rights under South Africa’s Consumer Protection Act (CPA), Electronic Communications and Transactions Act (ECTA), or other applicable law.
Online cooling-off rights
Where ECTA’s cooling-off right applies, you may cancel your online purchase without giving a reason or paying a penalty within seven days after receiving the goods. Only the direct cost of returning the goods may be charged to you. We will refund payments within 30 days of cancellation. Statutory exclusions apply only where the law allows them.
Additional change-of-mind returns
As an additional store benefit, you may request a change-of-mind return within 14 calendar days of delivery for items that are unused, unopened, in their original packaging and with any hygiene or tamper seals intact. Please provide your order number or other reasonable proof of purchase. For this additional benefit, you pay the direct return shipping cost; we do not charge a restocking fee.
Opened skincare, cosmetics, fragrances, supplements and other personal-use products are not eligible for this additional change-of-mind benefit. This restriction does not override a statutory cooling-off right or a valid claim for defective, unsafe, incorrect or misdescribed goods. Sale items retain the same statutory protection.
Defective, unsafe or incorrect items
If an item arrives damaged, leaking, incorrect or appears defective, contact us as soon as reasonably possible. Photos of the product, packaging and delivery label help us investigate, but a short reporting deadline is not a condition of your statutory rights.
Where the CPA applies and goods fail its quality and safety standards within six months of delivery, you may return them without penalty, at our risk and expense, and choose a repair, replacement or refund as the law provides. We will arrange a suitable return method. Original packaging and unopened seals are not required for a valid defect claim. Damage caused by misuse or improper storage will be assessed separately; it does not remove unrelated statutory rights.
How to request a return
- Email sales@lontel.shop with your order number, the item and your preferred remedy. Give a reason for a defect claim; no reason is required for a statutory cooling-off cancellation.
- We will provide return instructions and the correct destination. An administrative return authorisation does not replace or restrict your legal cancellation rights.
- Package the item safely. Fragrances and other restricted goods must be shipped using a carrier that accepts them; contact us for guidance.
Refunds and exchanges
Refunds are made to the original payment method where possible, unless another method is agreed with you. Bank processing times can vary. We will explain the outcome of any inspection and honour applicable statutory deadlines; inspection does not extend those deadlines. We do not substitute store credit for a refund you are legally entitled to receive.
For a voluntary size or product exchange, contact us to arrange an eligible return and a replacement order, subject to availability. If we cannot supply an order, we will notify you and refund the affected payment within the period required by law.
Contact
Email: sales@lontel.shop
Website: lontel.shop
Business contact address: 2018 Cabbage Tree St, Johannesburg, Gauteng, 1819, South Africa. Please contact us before sending a return; the return destination may differ.