Refund policy

At Gel With Us, we want you to be happy with your purchase. If something isn't right, please read through this policy so you understand your options and how we handle returns.

1. Eligibility for returns

You can return certain items within 7 days of receiving your order. To be eligible:

The item must be unused and in the same condition you received it.
The item must be in its original packaging.
You must have the original receipt or proof of purchase.

2. Non-returnable items

The following items cannot be returned:

Gift cards
Sale items: all sale purchases are final and cannot be returned or exchanged, unless the item is defective
Nail care equipment: Nail care kits, cuticle clippers, cuticle pushers, curettes, files, nail clippers
Nail care personal items: Cuticle oils, polishes and gels, cuticle remover jelly

The above exclusions apply because these items are classified as personal grooming products.

Changed your mind? If you bought online, you can cancel any order within 7 days of receiving it, including sale items, as long as the item is unused, unopened and in its original packaging. You cover the cost of sending it back.

3. How to initiate a return

To start a return, email us at admin@gelwithus.co.za with the subject line "RETURNS". Please include your order number and the reason for your return. We'll guide you through the next steps.

4. Return shipping

If the return is due to our error: for example, you received a defective or incorrect item, we will cover the return shipping costs.
For all other returns, you are responsible for the cost of return shipping. The courier cost can only be confirmed at the time of shipping. We recommend using a trackable shipping service.

5. Processing your return

Once we receive your return we will inspect it and notify you of the outcome. If your return is approved, we will process a refund to your original payment method within 7–10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or card issuer.

6. Exchanges

Exchanges are handled on a case-by-case basis. We reserve the right to refuse an exchange, except in the case of a defective product. Please note:

Sale items are not eligible for exchange, unless the item is defective.
Items that have been used or removed from their original packaging may not be exchanged.
Where an exchange is approved, courier costs work the same way as returns: if it was our error we cover them, otherwise you do.

7. Damaged or defective items

If you receive a damaged or defective item, please contact us immediately. We'll arrange for a replacement or refund at no cost to you.

8. Your rights under South African law

Nothing in this policy limits your rights under the South African Consumer Protection Act 68 of 2008. If you believe your statutory consumer rights apply to your situation, please contact us and we will work through it with you.

Note: The Consumer Protection Act gives South African consumers specific rights regarding defective goods, regardless of our returns policy. These rights are in addition to, not instead of, the options listed above.