Dr. Grandel Gentle Foam Cleanser

Refund & Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or credit your account, subject to the below terms.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products; package your products safely and securely for protection during transit; clearly mark your return reference number on the outside of the parcel, and include all accessories and parts that were sold with the product. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Unwanted products

Unless otherwise specified, you can return an unwanted product to us at no charge, provided; it is undamaged and unused, with the original labels and stickers still attached; it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). It is not missing any accessories or parts; a return is logged by sending n email to support@enter-africa.com within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.

Not what you ordered?

In the unlikely event of accidentally delivering the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 14 days of the return (or refund you if that is your preference).

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days of such delivery by sending an email to support@enter-africa.com.

Defective products

We do our best to ensure that the products we deliver to you are of high quality, and in good working order and without defects.

What is a defect?

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return

• - Faults resulting from normal wear and tear;
• - Damage due to negligence, user abuse or incorrect usage of the product;
• - Damage arising from electrical surges or sea air corrosion;
• - Damage arising from a failure to adequately care for the product;
• - Damage arising from unauthorized alterations to the product;
• - Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery/collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 month period.

Extended Supplier Warranty (stipulated on the product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery/collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible so by sending an email to support@enter-africa.com after you become aware of the defect.

We will facilitate the return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.