Returns, Refunds & Replacement Policy
At Kuello, we take great care when preparing and packaging your order. We want your products to reach you safely and in good condition.
Change-of-Mind Returns
Due to the personal-use nature of our hair care products and for hygiene and safety reasons, we do not accept returns or exchanges of products that have been opened, used or tampered with simply because you have changed your mind.
This does not affect any rights you may have under applicable South African consumer law.
Damaged, Broken or Leaking Products
If a product arrives damaged, broken or leaking during delivery, please contact Kuello as soon as reasonably possible after receiving your parcel.
Please provide:
- Your order number
- Clear photographs and/or video of the affected product
- Photographs of the parcel and packaging as it was received
- A brief description of what happened
Please keep the affected product and all original packaging until your claim has been resolved, as we may require additional photographs, information or the return of the affected product.
Once we have assessed and verified the claim, Kuello will provide an appropriate remedy. Depending on the circumstances, this may include replacing the affected product or providing another remedy where required by applicable consumer law.
Claims that cannot reasonably be verified may not qualify for replacement.
Incorrect Products
If Kuello sends you an incorrect product, please contact us with your order number and clear photographs of the product received.
Once verified, we will arrange for the correct product to be sent to you or provide another appropriate remedy.
Refunds
Where a refund is required by law or approved by Kuello, it will be processed using the appropriate payment method or process applicable to the original transaction.
Processing times may vary depending on your bank or payment provider.
Contact Us
To report a problem with an order, please contact Kuello by email or WhatsApp and include your order number, a description of the issue and the required supporting photographs or video.