Refund policy

At Sibella Lifestyle, we take pride in the quality of our products and want you to be completely satisfied with your purchase. Please read our policy carefully before placing an order.

1. Returns

We accept returns within 14 days of the delivery date, provided that:

  • The item is unused, unworn, and in its original condition
  • The item is in its original packaging with all tags attached
  • Proof of purchase (order confirmation or receipt) is provided

Items that do not meet these conditions will not be accepted for return.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Sale or discounted items (unless faulty)
  • Gift cards
  • Intimate or personal care products
  • Items that have been used, washed, or damaged after delivery

3. Faulty or Damaged Items

In accordance with the South African Consumer Protection Act (CPA), if you receive a faulty, damaged, or incorrectly described item, you are entitled to a repair, replacement, or full refund. Please contact us within 6 months of receiving the item.

To report a faulty item, please email us at sales@sibellaonline.co.za with:

  • Your order number
  • A description of the fault
  • Clear photos of the damage or defect

4. How to Initiate a Return

To start a return, please contact us at: Email: sales@sibellaonline.co.za 

We will respond within 2–3 business days with return instructions. Please do not send items back without prior authorisation.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrectly sent.
  • We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit.
  • Original shipping fees are non-refundable.

6. Refunds

Once your return is received and inspected, we will notify you of the outcome within 5 business days. If approved, your refund will be processed to your original payment method within 7–10 business days, depending on your bank or payment provider.

7. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at sales@sibellaonline.co.za 

8. Cancellations

Orders may be cancelled within 24 hours of placement, provided they have not yet been dispatched. Once an order has been shipped, it cannot be cancelled and must go through the return process.

9. Contact Us

For any return or refund queries, please reach out to us:

Email: sales@sibellaonline.co.za Address: 31 Burma Crescent ext 8 Cosmo City South Africa

We aim to respond to all queries within 2–3 business days.