---

Last Updated: 31 December 2025

1. Overview

Nanz Luxury Skincare is committed to delivering high-quality dermatologically tested products. Due to the cosmetic and hygienic nature of our products, returns and refunds are strictly controlled and granted at the sole discretion of Nanz Luxury Skincare. No return or refund is automatic or guaranteed.

---

2. Eligibility for Returns

Returns are considered only under the following cumulative conditions:

• Product remains unopened, unused, and in original condition
• Original packaging and seals are intact
• Return request submitted within 7 calendar days of confirmed delivery
• Valid proof of purchase (invoice or receipt) is provided

Failure to comply with any of these conditions will render a return request automatically invalid.

---

3. Non-Returnable Products

The following items are strictly non-returnable:

• Opened or used skincare products
• Sale or promotional items
• Free gifts, sample products, or bundled items
• Products damaged through misuse, exposure to heat, sunlight, water, or other improper storage

---

4. Damaged, Defective, or Incorrect Orders

• Customers must report damaged, defective, or incorrect products within 24 hours of delivery.
• Reports must include photographs of the product and packaging clearly showing the issue.
• Claims submitted after the 24-hour period will be automatically declined.
• Nanz Luxury Skincare reserves the right to request the return of defective items before issuing a refund or replacement.

---

5. Refund Methods & Discretion

Approved refunds are issued at the sole discretion of Nanz Luxury Skincare and may be provided as:

• Store credit, OR
• Bank refund to the original payment method

Refunds will be processed within 14 business days from approval. Courier charges, re-delivery fees, or administrative costs are non-refundable.

---

6. Return Shipping Costs

• Customers are responsible for all return shipping costs unless the return is due to an error by Nanz Luxury Skincare.
• Use of tracked and insured delivery is strongly recommended. Nanz Luxury Skincare is not liable for loss or damage during the return shipping process.

---

7. Abuse & Fraud Prevention

• Nanz Luxury Skincare reserves the right to refuse returns or refunds in cases of suspected abuse, multiple fraudulent claims, or manipulative use of the return policy.
• Accounts exhibiting suspicious activity may be blacklisted, and further transactions may be refused.
• Any attempt to bypass or exploit the return and refund process may result in legal action.

---

8. Customer Cooperation

• Customers must follow all instructions provided by Nanz Luxury Skincare for returning items.
• Failure to comply with return procedures may result in the automatic rejection of the return request.
• Customers must provide accurate information and documentation to support the return claim.

---

9. Governing Law & Dispute Resolution

• This policy is governed by South African law and aligns with the Consumer Protection Act (CPA).
• Any disputes regarding returns and refunds will first be addressed through direct communication with Nanz Luxury Skincare. Unresolved disputes may be escalated to the Information Regulator or applicable legal authorities.

---

10. Contact for Returns

For all return and refund requests, please contact our customer service team:

Email: order@nanzluxuryskincare.co.za
Phone: 073 970 0502