At Completely Needleless (Pty) Ltd, we take pride in supplying high-quality aesthetics, skincare, and wellness products to our wholesale clients. Due to the nature of our product range — which includes cosmeceuticals, skincare formulations, medical-grade consumables, and injectable solutions — our ability to accept returns and issue refunds is strictly limited.
This policy applies to all wholesale orders placed through the Needleless B2B portal (www.b2b.needleless.co.za). By placing an order, you confirm that you have read and accepted the terms set out below.
1. General Position on Returns
As a general rule, all sales are final. We do not accept returns or issue refunds on products that have been opened, used, or are no longer in their original sealed condition. This position exists for the following reasons:
- Skincare, cosmeceutical, and injectable products are hygiene-sensitive and cannot be restocked once opened or handled
- The efficacy and safety of such products cannot be verified once they leave our facility
- Regulatory and health compliance requirements prevent the resale of returned cosmetic and medical-grade products
- Our wholesale clients are professional practitioners who are responsible for assessing product suitability prior to ordering
2. Circumstances Under Which a Return May Be Considered
A return request may be considered, at the sole discretion of Completely Needleless (Pty) Ltd, only where all of the following conditions are met:
- The product is unopened, with all original seals, packaging, and labels intact and undamaged
- The product is in the same condition as dispatched — no tampering, labelling alterations, or external damage
- The return request is submitted in writing to info@needleless.co.za within 5 business days of the delivery date
- Proof of purchase (invoice number) is provided with the request
- The product has been stored correctly as per the manufacturer's storage instructions (temperature, humidity, light exposure)
- The product is not from a non-returnable category (see Section 4)
Submitting a return request does not guarantee approval. All requests are subject to a formal review and inspection process.
3. Inspection Process
Where a return request is conditionally approved, the following process applies:
- Return Authorisation: You must receive a written Return Merchandise Authorisation (RMA) from us before sending any product back. Products returned without an RMA will not be accepted and will be returned to sender at the client's cost.
- Physical Inspection: All returned items will be inspected for condition of outer packaging, integrity of seals, batch codes and expiry dates, evidence of temperature or storage compromise, and any signs of tampering or mishandling.
- Time in Possession: Products held for more than 30 days from the invoice date will generally not qualify for return, as storage conditions over that period cannot be verified.
- Outcome: Following inspection, we will notify you in writing of our decision — approval, partial credit, or rejection. Our decision is final.
4. Non-Returnable Products
The following product categories are non-returnable under any circumstances:
- Fusion Meso vials and injectable solutions (any variant or volume)
- Any product with a broken or missing seal
- Products that require cold-chain handling once received
- Consumables (needles, syringes, applicators, cannulas, gloves, and similar single-use items)
- Products with fewer than 3 months remaining until expiry at the time of the return request
- Promotional, discounted, or clearance items sold as final sale
- Any product that has been relabelled, repackaged, or altered in any way
5. Damaged or Incorrect Orders
If you receive an order that is visibly damaged in transit, or if incorrect products were supplied, you must:
- Notify us at info@needleless.co.za within 48 hours of delivery
- Provide photographic evidence of the damage or incorrect item, including the outer packaging, the product, and the delivery note
- Retain all original packaging until the matter is resolved
Failure to report within 48 hours may result in your claim being declined. Verified damage or incorrect supply will be remedied by replacement or credit note at our discretion.
6. Refunds
Refunds are not issued as a default remedy. Where a return is approved following inspection, the preferred resolution is a credit note applied to your account for use against future orders. Cash or card refunds will only be considered in exceptional circumstances and at the sole discretion of management.
No refund or credit will be issued for products that fail inspection, regardless of the reason for the return request.
7. Return Shipping
All costs associated with returning products — including courier fees, packaging, and insurance — are the responsibility of the client. We recommend using a tracked and insured courier service. Completely Needleless (Pty) Ltd accepts no liability for products lost or damaged in transit on the return journey.
8. Wholesale Client Responsibility
As a registered wholesale client, you are expected to:
- Order quantities appropriate to your usage and storage capacity
- Verify product selection before placing an order — we are not liable for ordering errors made by the client
- Store all products in accordance with manufacturer guidelines from the moment of receipt
- Ensure your team handles products correctly to maintain product integrity
We strongly encourage all clients to contact us before placing a large order if there is any uncertainty regarding product suitability or application.
9. Contact Us
All return and refund requests must be submitted in writing to:
- Email: info@needleless.co.za
- Website: www.b2b.needleless.co.za
Please include your invoice number, the product(s) in question, reason for the request, and supporting photographs where applicable. Verbal or telephonic requests will not be accepted as formal submissions.
Completely Needleless (Pty) Ltd reserves the right to amend this policy at any time. The version published on this website at the time of your order applies.