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Refund Policy

NESOTOUCH REFUND & CANCELLATION POLICY
Effective Date: June 2026

At Nesotouch, we are committed to providing quality products and reliable service. As we offer both available stock and pre-order imported products, different refund conditions apply depending on the type of order.

By placing an order on our website, you acknowledge that you have read and agreed to this Refund & Cancellation Policy.

1. Payment Policy
  • All online orders require 100% payment upfront before processing.
  • Your order will only be confirmed once payment has been successfully received.

2. Order Categories

A. Available Stock
  • Estimated Delivery: 2–5 Business Days (or according to the selected courier)
  • Orders may be cancelled before dispatch for a full refund.
  • Once an order has been dispatched, it cannot be cancelled.
Products may be returned within 7 days of delivery if they are:
  • Unused
  • In their original packaging
  • In a resalable condition


Shipping charges are non-refundable unless the item supplied was incorrect or defective.

B. Air Pre-Orders
  • Estimated Delivery: 7–14 Days
  • These products are specially sourced from our suppliers after your order has been placed.
  • Once the supplier has confirmed and processed your order, cancellations are generally not possible.


Refunds will be provided if:
  • Nesotouch cannot source the product.
  • The supplier cannot fulfil the order.
  • The product arrives damaged or defective.
  • Nesotouch is unable to deliver your order within a reasonable extended period without a valid explanation.


C. Sea Pre-Orders
  • Estimated Delivery: 4–8 Weeks
  • Sea orders are imported specifically for each customer.
Because these products are purchased specifically on your behalf, cancellations after supplier confirmation are generally not possible.

Refunds will be provided if:
  • The supplier cannot supply the goods.
  • Nesotouch cannot fulfil the order.
  • The product arrives damaged or defective.
  • Nesotouch is unable to deliver your order within a reasonable extended period without a valid explanation.


3. Delivery Timeframes
  • All delivery times shown on our website are estimated.
  • Although we work hard to meet our estimated timelines, delays may occasionally occur due to:
  • Customs inspections
  • Shipping line delays
  • Airline scheduling
  • Port congestion
  • Public holidays
  • Weather conditions
  • Other events beyond Nesotouch's reasonable control
  • Customers will be kept informed should any significant delays occur.


4. Damaged, Faulty or Incorrect Items
  • Please inspect your order immediately upon delivery.
  • Any damaged, defective or incorrect items must be reported within 48 hours together with photographs.
  • Where applicable, Nesotouch will arrange a replacement, repair or refund.


5. Order Updates
  • Customers will receive order progress updates throughout the sourcing and shipping process.
  • Tracking information will be provided once available.


6. Refund Processing
  • Approved refunds will be processed back to the original payment method within 5–10 business days.
  • Processing times may vary depending on your bank or payment provider.


7. Consumer Rights
Nothing in this policy limits any rights that customers may have under applicable consumer protection laws.

8. Contact Us
For any questions regarding your order, refunds or returns, please contact:
Nesotouch (Pty) Ltd
masingubane@nesotouch.co.za
 +27 74 267 4679