Refund policy

Return & Refund Policy

Last updated: October 6, 2026

We want you to be happy with your purchase. If there is a problem with your order, please contact us at telepstore@gmail.com as soon as possible.

1. Returns

You may request a return within 7 days of delivery. Products must be unused, in their original condition and packaging, and not damaged after delivery.

For hygiene reasons, opened or used beauty and skin care products cannot be returned unless they are defective, damaged or incorrect.

Customised or personalised products cannot be returned unless they arrive damaged, defective or incorrect.

2. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and clear photos or a short video of the problem and the packaging. We will offer a replacement, resend the item or give a refund.

3. Change-of-Mind Returns

If you simply change your mind, the return is accepted only if the product meets the conditions in section 1. The customer pays the return shipping costs.

4. How to Request a Return

Email telepstore@gmail.com with your name, order number and the reason for the return. Please do not send anything back before we approve the request. If it is approved, we will send you the return address and instructions. Items sent back without approval will not be accepted.

5. Refunds

Once we have received and checked your return, or approved your claim, we will let you know. Approved refunds are paid to your original payment method, usually within 10 business days. Your bank may need extra time to show the refund. If more than 15 business days have passed, please email us. Shipping costs are not refundable unless the return is due to our error.

6. Order Cancellations

You can request a cancellation before your order has been processed or shipped. Once it has shipped, it can no longer be cancelled, but you may still request a return under this policy.

7. Orders Marked as Delivered

If tracking shows your order was delivered but you cannot find it, please first check with people at your address, your neighbours and the local courier. If you still cannot find it, email us with your order number and tracking details so we can investigate.

8. Incorrect Addresses and Unclaimed Parcels

Please make sure your delivery address is complete and correct. If a parcel comes back because of a wrong address or because it was not collected, extra shipping costs may apply to send it again.

9. Fulfilment Partners

Your order may be packed and shipped by third-party fulfilment partners. We will work with them to resolve eligible claims as quickly as we reasonably can.

10. Your Legal Rights

Nothing in this policy limits any rights you have under South African consumer law, including your rights if goods are defective.

Contact

Email: telepstore@gmail.com