At Gentle Haven, your health and satisfaction are our top priorities. Due to the personal and medical nature of our urinary incontinence products, we adhere to strict hygiene standards to ensure the safety of all our customers.
1. Return Conditions
We can only accept returns on items that meet the following criteria:
- Unopened & Unused: The product must be in its original, sealed packaging. Once the outer plastic or box seal is broken, the item is no longer eligible for return.
- Timeframe: Returns must be initiated within 14 days of delivery.
- Proof of Purchase: A valid receipt or order number is required.
2. Hygiene Restrictions
Due to health and safety regulations, we cannot accept returns on any products that have been opened, even if they were not used. We recommend double-checking our Sizing Guide before purchase to ensure the correct fit.
3. Return Shipping
- Cost: The cost of return postage is for the sender’s account and is non-refundable.
- Recommendation: We strongly recommend using a trackable shipping service or purchasing shipping insurance. Gentle Haven is not responsible for return packages that are lost or damaged in transit.
4. Refund Process
- Inspection: Once your return is received, our team will inspect the items to ensure the packaging is intact and unopened.
- Approval: We will notify you via email regarding the approval or rejection of your refund based on the condition of the product.
- Processing: If approved, your refund will be processed automatically to your original method of payment (e.g., via Paystack) within 5 business days.
5. Damaged or Incorrect Items
If you received a damaged product or the wrong item entirely, please contact us immediately at info@gentlehaven.co.za so we can resolve the issue at no additional cost to you.
