Returns and refunds
In short: you can return unopened, unused products within 7 days of delivery. Faulty or incorrect products are replaced or refunded at no cost to you.
This policy applies to orders placed on laloo.co.za and delivered in South Africa. It forms part of our Terms and Conditions.
Returns at a glance
| Situation | Time to tell us | Condition | Return courier | Outcome |
|---|---|---|---|---|
| Changed your mind | 7 days from delivery | Unopened, unused, original sealed packaging | Paid by you | Refund |
| Faulty product | 6 months from delivery | Any | Paid by us | Repair, replacement or refund |
| Wrong item or damaged in transit | As soon as you receive it | As delivered | Paid by us | Correct item or refund |
Changed your mind
- Let us know within 7 days of delivery.
- Products must be unopened, unused and in their original sealed packaging.
- You pay the courier cost of sending the products back to us.
- Once we receive and check the return, we refund the price you paid for the returned products to your original payment method. If you return the whole order, we also refund the original delivery fee.
- Refunds are processed within 30 days of receiving your return, and usually much sooner.
Why products must be sealed
Gel polish, liquids, powders, brushes and files are professional products used on clients’ nails and skin. For hygiene and product safety we cannot resell anything that has been opened or used.
Faulty products
If a product is faulty, tell us within 6 months of delivery. We will repair it, replace it or refund you, as required by the Consumer Protection Act, and we cover the cost of the return. This does not apply to normal wear, misuse or products used against the instructions.
Wrong or damaged deliveries
If we sent the wrong item, or the parcel arrives damaged, contact us as soon as you receive it at hello@laloo.co.za with photos of the parcel and products. We arrange collection and send the correct item or refund you at no cost.
How to return a product
- Email hello@laloo.co.za with your order number, the products you want to return and the reason.
- We reply with the return address and confirm the next steps.
- Pack the products securely and send them with a tracked courier. Keep your tracking number.
- We check the products when they arrive and process your refund or replacement.
Cancelling before delivery
You can cancel an order at no cost before you receive a dispatch or delivery notice. Email us with your order number and we refund you in full.
Questions
Email hello@laloo.co.za or visit our contact page. Laloo Cosmetics SA (Pty) Ltd, The Gate Centurion, Centurion, Gauteng.