Return Policy

1. Is the return window 14 days or 30 days, and from what date?

You have 30 calendar days from the date your order is delivered to request a return — not 30 days from the date you placed the order. For example, if your order is delivered on the 1st of the month, you have until the end of that month to request a return. Your return request must be submitted by email within this 30-day window; once approved, the item itself must be shipped back (or handed to our collection team, for large items) within 7 days of approval.

2. How do I request a return?

1. Email info@azarialuxuryspa.co.za (or message us on WhatsApp at +27 79 686 3575) with your order number, the product name, and the reason for the return.
2. We will confirm receipt and approve or query your request within 2 business days.
3. Once approved, we'll tell you exactly how the item should come back to us — a courier collection for small items, or a scheduled pickup for large installed items like jacuzzis and saunas.
4. After we receive and inspect the item (within 5 business days of receipt), we issue your refund.

3. What email address handles returns?

info@azarialuxuryspa.co.za is our single point of contact for returns, refunds, and any order-related question. This is the same address used across the rest of the site, so you'll always reach the same team.

4. Who pays for return shipping?

• Change of mind (you no longer want the item): you are responsible for the cost of returning the item to us. We'll tell you the collection/courier cost upfront before you commit to the return.
• Damaged on arrival, defective, or the wrong item was shipped: we cover 100% of the return shipping cost — you pay nothing. See questions 9 and 10 below.

5. Does the item need to be unopened or sealed?

• All products must be unused and undamaged, in their original packaging, with all accessories, manuals and parts included.
• Hygiene-sensitive items (headrest pillows, cushions, essential oils, and similar accessories) must be unopened and factory-sealed — these cannot be accepted back once opened, for hygiene reasons.
• Large installed items (jacuzzis, saunas, ice baths, splash pools) must be disconnected and prepared by our return/collection team — please don't attempt to disassemble these yourself.

6. How quickly will I get my refund?

Once we receive your returned item, we inspect it within 5 business days. If it meets the conditions above, your refund is processed within a further 5–10 business days. In total, expect your refund within roughly 10–15 business days of us receiving the item back.

7. How is the refund issued?

Refunds are issued back to your original payment method via PayFast, the payment provider used at checkout. If PayFast is unable to refund to the original method for any reason, we'll arrange a direct bank transfer (EFT) instead, and confirm your banking details with you by email first.

8. Are shipping fees refundable?

• Change of mind: the original delivery fee is not refunded, and you also cover the return shipping cost (see question 4). You are refunded the price of the product itself.
• Damaged, defective, or wrong item: you receive a full refund, including the original delivery fee — this is our error to fix, not yours to pay for.

9. What happens if my item arrives damaged?

Contact us within 48 hours of delivery at info@azarialuxuryspa.co.za with photos of the damage and your order number. We will arrange a free collection and, at your choice, either repair it, replace it, or refund it in full (including original delivery fees) — at no cost to you. This is covered independently of, and in addition to, the standard manufacturer warranty described in our Terms of Service.

10. What happens if the wrong item is shipped to me?

Email us within 48 hours of delivery with your order number and a photo of what you received. We will arrange a free collection of the incorrect item and either ship you the correct item at no additional cost, or issue a full refund including delivery fees, whichever you prefer. You will not be charged for our mistake.

11. Exceptions

Custom-configured items and any item explicitly marked "final sale" at the time of purchase cannot be returned for change of mind — but they remain fully covered if they arrive damaged, defective, or incorrect (see questions 9 and 10). Nothing in this policy limits your statutory rights under South African consumer protection law.