Refund policy
Returns & Refunds Policy
We have a 14-day return policy, which means you have 14 days after receiving the last item in your order to request a return.
Eligibility for Returns
To be eligible for a return, your item must be in its original condition, together with the original packaging and proof of purchase.
To start a return, please contact us at dean(at)deanmandim.co.za.
Please note that returns must be sent to our returns address in Leiria, Portugal. If your return request is accepted, we'll provide instructions on how and where to send your item. Items returned without first requesting a return will not be accepted.
If you have any questions, you can contact us at dean(at)deanmandim.co.za.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item is damaged, defective or you have received the wrong product, contact us as soon as possible so we can assess the issue and arrange an appropriate solution.
Exceptions / Non-returnable Items
Due to health protection and hygiene reasons, we cannot accept returns of topical oils, salves, creams or other personal care products that have been opened, used or are no longer in their original condition.
We also cannot accept returns of:
- Gift cards
- Custom or personalised products
- Any item that has been damaged through misuse or improper handling after delivery
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
The fastest way to receive a different item is to return your eligible product (where applicable) and place a new order once your return has been approved.
EU Right of Withdrawal
If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without justification, including sale items.
To exercise your right of withdrawal, the goods should only be handled to the extent necessary to establish their nature, characteristics and functioning, as you would be able to do in a physical retail store. You are responsible for any diminished value resulting from handling beyond what is necessary for that purpose.
Please note: The right of withdrawal does not apply to personal care products that have been opened or used after delivery where they are no longer suitable for return for health protection or hygiene reasons.
If you are exercising your right of withdrawal and the return is not due to an error on our part or a defective product, you are responsible for the cost of returning the goods.
For customers in the European Union wanting to start a return or cancellation request, please visit your Order History or contact us at dean(at)deanmandim.co.za.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and reflect the refund.
If more than 14 business days have passed since your refund was approved and you have not received it, please contact us at dean(at)deanmandim.co.za.