Shipping & Returns Policy

SHIPPING POLICY
We ship NATIONWIDE! All of our prices are in South African Rands (ZAR). Please see our delivery times and shipping rates below:

Shipping rate: Flat rate R65.00 ZAR shipping with tracking & Free shipping on orders over R300.00

Delivery time: typically, 2 - 7 business days

Orders are processed typically within 2 business days. Please allow more time during peak holiday seasons as order volumes tend to be larger during this time. Once your order has been processed you will receive a unique tracking number via the email or cell phone number you used to place your order.

Mentholatum South Africa (Pty) Ltd delivers goods via third party services, namely Fastway courier services.

Our delivery charges are subject to change at any time, without prior notice to you, so please check the FAQs for the most up-to-date information. You will see the applicable delivery charges in your cart when you check out.

The provision of goods and services by Mentholatum South Africa (Pty) Ltd is subject to availability. In cases of unavailability, Mentholatum South Africa (Pty) Ltd will refund the client in full within 30 days.

Subject to availability and receipt of payment, requests will be processed within 2 (two) business days and delivery confirmed by way of SMS/Email. Where it accepts your order, Mentholatum South Africa (Pty) Ltd will deliver the Goods to you as soon as reasonably possible, but no later than 30 (thirty) days of receipt of your payment (“Delivery Period”). We will notify you if we are unable to deliver the Goods during the Delivery Period.

Mentholatum South Africa (Pty) Ltd’s obligation to deliver a product to you is fulfilled when we deliver the product to the physical address nominated by you for delivery of the order.

Mentholatum South Africa (Pty) Ltd is not responsible for any loss or unauthorised use of a product, after it has delivered the product to the physical address nominated by you.

The offering on this website is available to South African clients only.

If there are questions and concerns regarding shipping please feel free to contact us at orders@mentholatum.co.za.

RETURNS POLICY
Your satisfaction is important to us and if you feel that the items you have received are not up to that standard, we will gladly accept returns and either replace it, or credit your account, subject to the below terms. We currently accept returns on items that have arrived damaged, or if you have incorrectly received the wrong item. However, please understand due to the nature of cosmetic products, any used item cannot be returned for hygienic reasons. Those sales are final. This Policy applies to products bought from Mentholatum South Africa (Pty) Ltd’s Online Health Store.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This Policy forms part of the Mentholatum South Africa (Pty) Ltd Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Return shipping, handling fees and any taxes charged at the time of the order are unfortunately non-refundable.

DAMAGED ITEMS
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 orders@mentholatum.co.za and include your order number, shipping and billing address information.

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 as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or refund you with the purchase price of the product within 15 business days of the return.

NOT WHAT YOU ORDERED?
If we accidentally deliver 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 refund you with the purchase price of the product within 15 business days of the return.

SIMPLE RETURNS OF UNWANTED ITEMS
Prior to delivery of the Goods, you may cancel an order at any time provided you do so before receiving a dispatch or delivery notice. Cancellation of orders by the client will attract a 10% administration fee. After receiving a dispatch or delivery notice, you may return the Goods only in accordance with the Returns Policy.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Please understand that we cannot accept any used, opened items due to the nature of cosmetics and for hygienic reasons. 

Products purchased from anywhere other than https://shop.mentholatum.co.za unfortunately cannot be processed for returns.

To start the return process, please email us at orders@mentholatum.co.za and include your order number, shipping, and billing address information. DO NOT mail packages without sending us an email. We will then provide further instructions on returning packages for a refund. Once you have mailed your package back to us, allow for up to 15 business days to receive a refund.

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you have any further questions or concerns regarding returns, please feel free to contact us at: orders@mentholatum.co.za.

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.

GIFT VOUCHERS AND COUPONS
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Mentholatum South africa (Pty) Ltd later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Mentholatum South Africa (Pty) Ltd may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will refund you as normal with the value of the returned product.

Where you have used a Percentage Coupon to pay for an order, and you or Mentholatum South Africa (Pty) Ltd later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you for the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Mentholatum South Africa (Pty) Ltd may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will refund you as normal with the value of the returned product.

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will replace the Gift Voucher.

BUNDLES
All returns relating to bundles are subject to the terms of this Policy as read with the following provision:

  • You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will refund you with the actual purchase price (after applying any applicable apportionment, saving or discount) you paid for such a product as displayed in your order history.

EXCEPTIONS/NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.