Effective Date: 01 July 2026
At Nelle Mavri, customer satisfaction remains one of our highest priorities. We are committed to providing quality products and responsive customer support while maintaining fair and transparent return practices.
Due to the hygienic nature of cosmetic and personal care products, certain conditions apply to returns, exchanges and refunds.
Eligibility for Returns
Customers may request a return under the following circumstances:
- The incorrect product was received
- The product arrived damaged during transit
- The product received differs significantly from what was ordered
- Manufacturing defects are identified
- The product was delivered in a compromised condition
All return requests must be submitted within 7 calendar days of receiving the order.
Requests received after this period may not qualify for return consideration.
Products Eligible for Return
Products may be considered for return if they are:
- Unopened
- Unused
- In their original packaging
- Accompanied by proof of purchase
- In resalable condition
Nelle Mavri reserves the right to inspect returned products before approving refunds or replacements.
Non-Returnable Products
For hygiene, safety and quality assurance reasons, the following items are generally non-returnable:
- Opened cosmetic products
- Used haircare products
- Used body care products
- Products showing signs of use
- Gift cards
- Promotional items
- Complimentary products
- Products purchased during clearance campaigns unless defective
Allergic Reactions and Sensitivities
Individual skin and scalp responses may vary.
Customers are encouraged to review ingredient information and perform patch testing prior to full use.
Refunds will generally not be issued for allergic reactions, sensitivities or individual preferences unless a verified manufacturing defect is identified.
Customers experiencing adverse reactions are encouraged to discontinue use immediately and contact us for assistance.
Damaged or Incorrect Orders
If you receive a damaged, defective or incorrect product, please notify us within 48 hours of delivery.
Please provide:
- Order Number
- Full Name
- Contact Details
- Photographs of the product
- Photographs of packaging
- Description of the concern
Claims submitted without supporting evidence may delay resolution.
Return Procedure
To initiate a return request, customers should contact:
Email:
nelle.mavri@gmail.com
Subject Line:
Return Request – Order #[Insert Order Number]
Our team will review the request and provide further instructions where applicable.
- Returns should not be shipped without prior approval.
- Unauthorised returns may not qualify for reimbursement.
- Return Shipping Costs
If the return is due to:
- Incorrect products supplied by Nelle Mavri
- Damaged goods
- Confirmed manufacturing defects
Nelle Mavri may arrange collection or reimburse reasonable courier costs.
If the return is due to:
- Customer preference
- Incorrect selection by the customer
- Change of mind
Customers may be responsible for return shipping expenses.
Refunds
Approved refunds will be processed using the original payment method where reasonably possible.
Refund processing times may vary depending on payment providers.
Estimated processing period:
- 5–10 business days
- after refund approval.
Shipping charges are generally non-refundable unless the return results from an error attributable to Nelle Mavri.
Exchanges
- Where stock is available, customers may request an exchange instead of a refund.
- Exchanges remain subject to product availability.
- If replacement items are unavailable, a refund may be offered at our discretion.
Order Cancellations
- Orders may be cancelled before dispatch.
- Once an order has been processed, packaged or handed over to Fastway Couriers, cancellation requests may not be accommodated.
- Customers are encouraged to contact us promptly should they wish to amend or cancel an order.
Customer Promise
At Nelle Mavri, we understand that trust is built through quality, transparency and service.
We are committed to:
✓ Delivering products with care
✓ Resolving concerns professionally
✓ Communicating openly throughout the resolution process
✓ Continuously improving customer experiences
✓ Maintaining standards that support customer confidence and satisfaction
Every concern raised by a customer provides us with an opportunity to improve and better serve our growing community.
Consumer Rights
Nothing contained within this policy limits or excludes any rights afforded to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008.
Contact Us
Nelle Mavri (Pty) Ltd
Email:
nelle.mavri@gmail.com
Website:
www.nellemavri.co.za
Telephone:
+27 81 310 9851
Business Hours:
Monday – Friday
09:00 – 17:00
South African Standard Time (SAST)
By purchasing products from Nelle Mavri, customers acknowledge that they have read, understood and accepted this Returns & Refund Policy.
