Refund policy

1. Seven-Day Voluntary Return Policy

You may request a voluntary return within 7 calendar days after receiving your order.

To qualify for a voluntary return, the product must:

  • Be completely unused and unopened;

  • Have all original seals intact;

  • Be in its original, undamaged packaging;

  • Include all accessories, manuals, labels and promotional items; and

  • Be accompanied by a receipt, order confirmation or other proof of purchase.

We reserve the right to refuse a voluntary return if the packaging has been opened, damaged or tampered with, or if the product shows any signs of use.

A voluntary return request must be submitted within 7 calendar days of delivery. Returning the product without first contacting us does not guarantee that the return will be accepted.

2. Hygiene Restrictions for Opened Products

Electronic cigarettes and related products are personal-use and hygiene-sensitive products.

For health, hygiene and safety reasons, we do not accept voluntary returns or exchanges for the following products once the packaging, hygiene seal or protective seal has been opened:

  • Disposable electronic cigarettes;

  • Vape devices that have been activated, filled or used;

  • Pods and cartridges;

  • Coils and atomisers;

  • Mouthpieces and drip tips;

  • E-liquids;

  • Nicotine-containing products; and

  • Any other opened consumable vaping product.

A customer’s dislike of a flavour, nicotine strength, throat sensation, vapour level or personal experience does not normally mean that the product is defective.

These hygiene restrictions do not apply where a product is defective, unsafe, damaged on arrival, incorrectly supplied or otherwise protected under applicable consumer law.

3. Damaged, Incorrect or Missing Products

Please inspect your order immediately after delivery.

Contact us as soon as possible if:

  • The product was damaged during delivery;

  • The product was leaking when received;

  • You received the wrong product;

  • An item is missing from your order;

  • The quantity received is incorrect; or

  • The product is materially different from what you ordered.

Please provide:

  • Your order number;

  • A description of the problem;

  • Clear photographs or a short video of the product;

  • Photographs of the outer and inner packaging; and

  • The product’s batch number, serial number or authentication code, where available.

Where we confirm that an item was damaged during delivery, incorrectly supplied or missing, we will provide an appropriate remedy, which may include replacement, completion of the order or a refund.

4. Defective Products

Contact us promptly if a product does not operate as reasonably expected.

Examples of a possible defect may include:

  • A device that does not switch on;

  • A device that does not charge;

  • A disposable vape that does not activate;

  • Significant leakage before first use;

  • Battery swelling or abnormal overheating;

  • A device displaying a persistent error; or

  • A product that is unsafe or not reasonably usable for its intended purpose.

For safety reasons, immediately stop using any product that overheats, swells, produces an unusual smell, leaks excessively or shows signs of battery damage.

We may require photographs, video evidence or the return of the product for inspection before confirming the cause of the problem.

The following will not normally be considered manufacturing defects:

  • Accidental or physical damage;

  • Damage caused by dropping or crushing the product;

  • Water or liquid damage not caused by an original defect;

  • Normal wear and tear;

  • Normal battery degradation;

  • Burnt coils caused by dry firing or insufficient e-liquid;

  • Use of an unsuitable charger, cable, coil, pod or accessory;

  • Incorrect installation or use;

  • Failure to follow the manufacturer’s instructions;

  • Unauthorised modification, opening or repair;

  • Improper storage; or

  • Exposure to excessive heat or direct sunlight.

5. Your Rights Under South African Law

Nothing in this policy excludes or limits any mandatory rights available to consumers under the South African Consumer Protection Act 68 of 2008.

Under the Act’s implied warranty of quality, qualifying goods that are unsafe, defective or fail to meet the required quality standards may generally be returned within six months after delivery.

Subject to the circumstances and applicable law, the consumer may be entitled to choose a repair, replacement or refund. The statutory six-month protection applies separately from our voluntary 7-day return policy.

Products damaged through misuse, negligence, unauthorised modification or failure to follow reasonable instructions may not qualify for a statutory remedy.

6. How to Request a Return

Before returning any product, contact us at:

Email: info@saelfbar.co.za

Please include:

  • Your full name;

  • Your order number;

  • The product concerned;

  • The reason for the return; and

  • Relevant photographs or videos, where applicable.

Approved returns must be sent to:

elfbar
495 hilda street, hatfield
Pretoria
South Africa

Products sent back without first requesting and receiving return instructions may not be accepted.

7. Return Shipping Costs

For an approved voluntary return, the customer is responsible for the return shipping costs.

The original delivery fee is not refundable for a voluntary return, except where required by law.

Where we confirm that a product was defective, damaged on arrival or incorrectly supplied, we will cover the reasonable return cost or arrange collection where appropriate.

Customers should use a trackable delivery service and package the product securely. We are not responsible for products lost or damaged while being returned using a courier selected by the customer.

8. Exchanges

Exchanges are subject to:

  • Return eligibility;

  • Inspection of the returned product;

  • Stock availability; and

  • Payment or refund of any price difference.

Opened hygiene-sensitive products cannot be exchanged merely because the customer selected the wrong flavour, nicotine strength, model or product type.

Where an item is defective or incorrectly supplied, the customer’s statutory rights remain unaffected.

9. Refunds

Once we receive and inspect the returned product, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within 10 business days after approval.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

For voluntary returns, reasonable delivery, collection or transaction costs may be deducted where legally permitted and communicated to the customer.

If more than 15 business days have passed since your refund was approved, contact us at info@saelfbar.co.za.

10. Contact Information

For returns, damaged orders, defective products or refund enquiries, contact:

Email: info@saelfbar.co.za