Refund policy

At Dualora™, we maintain strict quality control and sanitary standards for all our wellness and contouring tools. Due to the intimate, direct-skin contact nature of our products, all sales are final once an item has been unsealed or used.

By completing a purchase on our store, you acknowledge and agree to the terms outlined below.

1. Strict Hygiene Exclusions (No Returns / No Refunds)

In accordance with South African health, safety, and consumer regulations:

  • Final Sale on Opened Items: Once the protective film, box seal, or packaging of the Dualora™ Total-Body Contouring Roller is broken, the product cannot be returned, exchanged, or refunded under any circumstances for health and hygiene reasons.

  • No Change of Mind: We do not accept returns, issue refunds, or offer store credits if you change your mind after dispatch, or decide you no longer require the product.

  • Individual Results Disclaimer: Body contouring, lymphatic drainage, and aesthetic results vary from person to person based on body composition, usage consistency, and personal lifestyle. Subjective dissatisfaction with personal physical results does not constitute a product defect and does not qualify for a return or refund.

2. Statutory 7-Day Cooling-Off Window (Unopened Goods Only)

In terms of Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act):

  • You may cancel your transaction within 7 calendar days of receiving your package ONLY IF the item is completely unopened, unused, with factory seals 100% intact, and in its original saleable condition.

  • Return Shipping & Handling: The customer is strictly responsible for arranging and paying the direct courier cost to return the unopened package to our warehouse.

  • Inspection: All returned unopened items undergo strict quality inspection. If the product is found to have been unsealed, opened, or tampered with, the return will be rejected, and the item will be returned to you at your expense.

3. Damaged or Factory Defective Items

Under Sections 55 and 56 of the Consumer Protection Act 68 of 2008 (CPA), goods sold are covered against genuine manufacturing faults.

If your tool arrives with a manufacturing defect or damage sustained during transit:

  1. Mandatory 48-Hour Reporting Window: You must report the defect through our website Contact Us form within 48 hours of delivery.

  2. Required Proof: You must provide your Order Number alongside clear, unedited photos and a short video illustrating the damage or structural defect.

  3. Resolution: Upon verification, Dualora™ will arrange courier collection of the defective item and dispatch a brand-new replacement at zero charge to you.

Note: The CPA warranty covers structural manufacturing flaws only. It strictly excludes damage resulting from accidental drops, improper storage, force, customer alteration, or normal operational wear and tear.

4. Order Cancellations

  • Before Courier Pickup: Orders may be cancelled for a full refund only if requested before the order has been handed over to our shipping courier.

  • After Courier Pickup: Once an order is in transit with the courier, it cannot be cancelled or intercepted, and falls strictly under Section 2 above (Unopened Returns Only).

5. Contact & Support

If you have received a damaged or defective item, please get in touch with us through our official store channels:

  • Customer Support: Via the Contact Us form on our website

  • Business Hours: Monday – Friday, 08:00 – 17:00 (SAST)

  • Location: South Africa