Refund policy

Overview Needleless (Pty) Ltd ("Needleless") wants every trade customer to be fully satisfied with their order. This policy explains when a refund, replacement, or credit is available on the b2b.needleless.co.za platform.

Unused, unopened stock Unopened, unused products in their original packaging may be returned for a refund or credit within 7 days of delivery, provided the item is resaleable. Return shipping is for the customer's account unless the return is due to our error.

Fusion vials & injector consumables Due to the risk of cross-contamination once a vial or consumable has been opened or used, Fusion vials and all injector consumables are non-refundable and non-returnable once opened or used, regardless of the reason. This is a hygiene and safety requirement and cannot be waived.

Skincare (Smart Skin) Smart Skin products that have been opened or used cannot be refunded or returned, in line with standard cosmetic hygiene practice. Unopened, sealed stock follows the general returns window above.

 Damaged or faulty on arrival If an order arrives damaged in transit, please notify us within 48 hours of delivery with photos of the damage and the packaging. We will assess each case individually to determine what happened and issue a refund, replacement, or credit where appropriate.

 Out of stock / backorder items If an item you've ordered is out of stock and placed on backorder, and you'd prefer not to wait for it, we will refund that item in full. See our Shipping Policy for how backorders are handled.

How to request a refund Contact our team at info@needleless.co.za with your order number and the reason for the request. Approved refunds are processed back to the original payment method within up to 7 business days.

 General This policy applies to trade/wholesale customers purchasing via the B2B portal. Nothing in this policy limits any rights you may have under South African law