Refund policy

ALZIBA CARES – CUSTOMER POLICIES

PAYMENT POLICY

  1. We accept online orders through the following payment methods:

    • Visa & MasterCard Debit Cards

    • Visa & MasterCard Credit Cards

    • Other secure online payment methods available at checkout

    All payment options are subject to availability in South Africa and supported regions.

  2. For card payments, customers are required to enter their card number, expiry date, and CVV/security code to complete the transaction.

  3. Additional authentication steps (such as OTP, 3D Secure, or bank verification) may be required by your card issuer to complete the transaction securely.

  4. If the payment amount has been debited from your account but you have not received an order confirmation, please contact our customer support team with the following details:

    • Transaction reference number

    • Amount debited and registered email address

    • Date and time of transaction

SHIPPING POLICY

  1. Shipping and handling charges are clearly displayed at checkout before payment confirmation.

  2. Once your order is confirmed and dispatched, you will receive an email containing your tracking number and courier details.
    Orders are generally dispatched within 1–4 business days.

  3. Estimated delivery timelines may vary depending on your location, courier partner, and logistical conditions.
    Business days exclude weekends and public holidays.

  4. During promotional events, sales, or high-volume periods, dispatch timelines may be extended. We aim to dispatch all such orders within 7 business days from the date of order.

  5. Split shipments may occur when products are dispatched from different fulfillment locations.
    Shipping or COD charges (if applicable) will only be charged once.

DELIVERY POLICY

  1. Cash on Delivery (COD) may be available for selected products and locations, subject to availability, promotions, and courier coverage.

  2. We take extensive precautions to ensure product safety during dispatch. Products are securely packed, and fragile items are provided additional protective packaging.

  3. If a shipment appears tampered with or damaged at the time of delivery, please do not accept the package.

  4. Orders placed after business hours, on weekends, or public holidays will be dispatched within 48–72 working hours.

  5. If an order is marked as delivered but has not been received, the issue must be reported to our customer service team within 24 hours of delivery confirmation.
    Please allow 48–72 hours for investigation with the courier partner.

  6. All claims related to shortages, damages, or defects must be reported within 24 hours of delivery.
    Investigation and resolution may take up to 3 working days.

  7. If reverse pickup service is unavailable at your location, you may be required to self-ship the product using a reliable courier.
    Approved courier charges may be reimbursed via store credit or original payment method.

  8. ALZIBA CARES is not responsible for damages or loss occurring after successful delivery.

  9. We reserve the right to suspend deliveries to specific locations if required due to operational or safety concerns.

  10. Products with an expiry date of less than 3 months at the time of delivery are eligible for return with a full refund.
    Products with more than 3 months remaining shelf life are not eligible for return or refund.

  11. Resellers are not eligible for loyalty points, promotional offers, or rewards.

CANCELLATION POLICY

  1. Orders cannot be cancelled once dispatched.

  2. Discount vouchers are for one-time use and will be considered used even if the order is cancelled.

  3. Loyalty points redeemed for an order will be credited back to your account in case of cancellation (where applicable).

  4. Refunds for cancelled or returned orders will be initiated only after the product is received and verified at our facility.

RETURN & EXCHANGE POLICY

  1. Due to hygiene, health, and personal care considerations, ALZIBA CARES products are non-returnable unless damaged, defective, expired, or incorrectly delivered.

  2. To request a refund or replacement, email us at Sirajandsonco@gmail.com within 24 hours of delivery, along with:

    • Product images

    • Invoice copy

    • Inner and outer packaging images

    • Batch number

    Our team will respond within 48–72 hours.

  3. Please capture clear images of the damaged or tampered portion of the product or packaging.

  4. Processing of returns may take 10–15 working days from the date the returned product is received.

  5. Full refund or replacement is applicable in the following cases:

    • Missing accessories

    • Damaged or broken packaging/bottles

    • Wrong product delivered

    • Expired product delivered

  6. Products must be returned unused, in original condition, with invoice and original packaging.

  7. Returns will not be accepted if:

    • The product has been used

    • Invoice is missing

    • Batch number or pricing is tampered

    • Original packaging is not intact

  8. Do not use any product for which a complaint has been raised.

  9. Pilferage or tampering claims must be raised within 24 hours of delivery.

  10. Refunds will not be processed if:

  • Insufficient information is provided

  • Required images or documentation are missing

  1. Damages caused by improper use, neglect, allergic reactions, or misuse are not covered.
    Festive gift boxes are not eligible for exchange or refund.

REFUND & REPLACEMENT POLICY

  • Refunds are processed via the original payment method or bank transfer.

  • No cash refunds are provided.

  • Refund initiation may take 5–7 business days, and the amount may reflect in your account within 7–10 business days, depending on your bank.

NOTE TO CUSTOMERS

Fair Usage Policy

We reserve the right to review and restrict accounts that repeatedly misuse return, refund, or delivery policies, in order to protect genuine customers.

Impairment & Damages

If you receive a damaged or incomplete order, please:

  1. Do not use the product

  2. Take clear photographs

  3. Retain the invoice

Claims must be raised within 24 hours of delivery.

Change of Packaging

Packaging may change periodically to improve sustainability and comply with regulatory standards. Reduced or eco-friendly packaging does not affect product authenticity or quality.

Suspension of Promotions

ALZIBA CARES reserves the right to modify or cancel promotions, offers, or giveaways at any time without prior notice.

Customer Support

For any questions or clarifications, please contact us at:
📧 Sirajandsonco@gmail.com