Return & Refund Policy

Last updated: November 2025

At Lerato Balance Cape Town, we want you to be completely satisfied with every purchase.
We stand behind the quality and craftsmanship of our magnetic bracelets, and your happiness is our top priority.

If for any reason you are not entirely satisfied with your purchase, we offer a 30-day return and refund policy, designed to make your experience safe, fair, and hassle-free — in full compliance with the Consumer Protection Act of South Africa.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Your return request must be submitted within 30 days of the delivery date.

  • The item must be unused, undamaged, and in its original packaging (including any gift boxes or pouches).

  • You must provide a valid proof of purchase, such as your order confirmation email or receipt.

If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange, unless the item is defective under our warranty terms.

2. Non-Returnable Items

For hygiene and personalization reasons, certain products are non-returnable, including:

  • Personalized or engraved jewelry

  • Gift cards or promotional items

  • Clearance or final sale items (unless defective or damaged upon arrival)

We appreciate your understanding, as these items are made uniquely for you.

3. How to Start a Return

Returning your Lerato Balance product is easy.
Simply follow these steps:

  1. Contact Us
    Email our support team at support@leratobalance.co.za with your order number and reason for return.
    Please include photos if the item is damaged or defective.

  2. Approval & Instructions
    Once your request is reviewed, we’ll send you detailed return instructions, including the return address of our warehouse in Cape Town.

  3. Ship Your Item

    • Use a trackable shipping method to ensure safe delivery.

    • You are responsible for the return shipping cost unless the product is defective or an incorrect item was sent.

Once received, our quality control team will inspect your returned product within 2–5 business days.

4. Refund Process

After inspection, we’ll send you an email to confirm receipt and inform you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed within 14 business days after receiving your return.

  • The amount will be credited automatically to your original payment method (e.g., credit card, PayFast, or Shop Pay).

  • If the item was received as a gift, a store credit or voucher may be issued to the original purchaser.

Please note:

  • Refunds do not include the original shipping costs (if any paid for express delivery).

  • Refund times may vary slightly depending on your bank or payment provider’s processing speed.

5. Exchanges

We accept exchanges for the same item in a different size, color, or style (if available).
If the desired item is out of stock, you may request a store credit or refund instead.

To initiate an exchange, simply contact support@leratobalance.co.za with your order number and the product you’d like to exchange.

6. Defective or Damaged Items

If your product arrives damaged or defective, please contact us within 7 days of delivery.
Email support@leratobalance.co.za and include:

  • Your order number

  • Clear photos of the item and packaging

  • A short description of the issue

We will gladly offer a replacement or full refund at no cost to you once the issue has been verified.
All defective items are covered under our 2-Year Warranty.

7. Late or Missing Refunds

If you haven’t received your refund within 14 business days after approval:

  1. Check your bank account again.

  2. Contact your credit card company — it may take additional time before your refund is officially posted.

  3. Contact your bank or payment provider (processing times vary).

  4. If you’ve done all of the above and still haven’t received your refund, please reach out to us at support@leratobalance.co.za and we’ll assist you promptly.

8. Warranty-Related Returns

All Lerato Balance products include a 2-Year Warranty that covers manufacturing defects (e.g., faulty clasps, magnetic issues, or craftsmanship errors).
If your product fails due to a manufacturing issue, we’ll replace it free of charge.
Warranty claims must include:

  • Proof of purchase

  • Photos of the defect

  • A short explanation of the issue

Warranty claims typically take 5–10 business days to process.

9. Return Address

All returns should be sent to our warehouse in Cape Town, South Africa.
The exact address will be provided in your return approval email.

We recommend using a trackable shipping service and keeping your receipt as proof of return.
Lerato Balance cannot be held responsible for lost or untracked return parcels.

10. Customer Satisfaction Promise

Our mission at Lerato Balance is to make every customer feel valued and confident in their purchase.
If you’re unhappy for any reason — even outside of standard policy — please contact our support team.
We’ll do our best to find a solution that leaves you happy, whether it’s a replacement, partial refund, or store credit.

We treat every customer with fairness, respect, and care — because balance starts with trust.

Contact Information

If you have any questions regarding your return, exchange, or refund, please reach out to our support team:

📧 support@leratobalance.co.za
📍 Cape Town, South Africa