Refund policy

We want you to be happy with your purchase. In addition to your rights under South African consumer law, we offer a 30-day return policy, giving you 30 days after receiving your item to request a return.

You may cancel your order within 7 days of receiving your goods without needing a reason. In this case, you will be responsible for the direct cost of returning the goods.

If your item is defective or not fit for its intended purpose, you have 6 months from delivery to request a replacement, or refund , your choice. We will cover the cost in these cases.

If you did not have the opportunity to examine your item before delivery, you may also cancel your order and request a full refund within 10 business days of delivery, without penalty.

For change-of-mind returns under our extended 30-day policy, your item must be in the same condition you received it , unused, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at hello@shopdoucelle.co.za. Once your return is approved, we will send you instructions to drop your item off at your nearest Paxi point for return. Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate and resolve it as soon as possible.

Exceptions / non-returnable items
Once an item has been opened or used, it cannot be returned for a change of mind , to be eligible for a change-of-mind return, the item must be sent back in the same state it was delivered in (unopened and unused). This exception does not apply to defective, or unsuitable goods. If there is a problem with your item, please contact us even if it has been opened or used, so we can resolve it in line with your rights under South African consumer law.

Exchanges
Return the original item first, once accepted, request a refund or a replacement.

Refunds
Where a refund is due, you may choose your refund method, including your original payment method. Approved refunds will be processed within 10 - 12 business days of us receiving and inspecting the returned item.