Refund policy

RETURNS & REFUNDS INFORMATION 

Please note: The information below applies to orders placed directly through the Sh’Zen website. If your order was placed through one of our valued Consultants, please contact them directly for assistance. They will liaise with Sh’Zen Head Office on your behalf.

COMMON QUESTIONS

What is your returns philosophy? 

At Sh'Zen, we strive to put our customers and Consultants first. Returns and replacements are handled on a case-by-case basis, in line with the South African Consumer Protection Act.

Each situation is assessed individually, and we take pride in our high-quality products and low returns rate.

If you experience an issue with your order, please contact Customer Support and we'll work with you to find the best possible solution.

Phone: 021 704 2940 

Email: customerservice@shzen.co.za

What refund or replacement options are available? 

Depending on the circumstances and your original payment method, we may either: arrange a replacement product or issue a refund to your original payment method.

Who is liable for the return shipping costs? 

Where the issue is due to a packing error, product fault or courier damage, Sh'Zen will cover the return courier costs.

Where a return request is due to customer error (for example, ordering the incorrect item or providing an incorrect delivery address), the customer will be responsible for the applicable return or replacement delivery charges, set at the current shipping rate.

Original delivery charges are non-refundable unless the return is the result of an error on our part.

What happens if my item arrives damaged, faulty or incorrect? 

If your order arrives damaged, defective or has been incorrectly packed, please notify us as soon as possible after receiving your order. 

We'll prioritise resolving the issue as quickly as possible. We may ask you to provide photographs of the item(s) to assist with our investigation and, where required, arrange a courier collection.

How long do I have to report an issue with my order? 

For the best possible outcome, we encourage customers to notify us as soon as possible after delivery, so that we can assist promptly, especially for damaged items, missing items or incorrect products.

How long will it take to resolve my issue? 

We aim to process returns within a few working days wherever possible.

In some cases - such as courier investigations, awaiting further information from the customer, or during peak promotional periods - processing may take a little longer.

Please note that our offices close for approximately three weeks over the December and New Year period. Returns submitted during this time will be processed promptly once we reopen.

Can I return a product if I change my mind? 

Change-of-mind returns may be considered at our discretion. If approved, the product must be unopened, unused, and in resalable condition. For change-of-mind returns, return courier costs will be for the customer’s account. Please note: we do not offer exchanges.  

What happens if my delivery address was entered incorrectly? 

If you entered an incorrect delivery address at checkout, please notify us as soon as possible so we can update your details before your order is dispatched.

If your order has already been dispatched, additional courier charges may apply to redirect or redeliver your parcel.

What if my parcel is returned to the sender or lost in transit? 

If your parcel is confirmed as lost or undelivered by the courier, we'll work with you to arrange the most appropriate resolution, which may include a replacement or refund, depending on the circumstances.

How do I request assistance with a return or replacement? 

If your order was placed through one of our valued Consultants, please contact your Consultant directly for assistance. They will liaise with the Sh'Zen Head Office on your behalf.

If you placed your order through the Sh'Zen website, please contact Customer Service using the details below. When emailing us, please include your Order Number and a brief description of the issue to help us assist you as quickly as possible.

Phone: 021 704 2940

Email: customerservice@shzen.co.za

Where can I find my order number?

You can find your order number in your order confirmation email. If you can't find it, please check your junk or spam folder.

If you have created an account on the website, you can also log in and view your order history.