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Shipping and Returns

SHIPPING

Ohen Group ships across South Africa with The Courier Guy. For deliveries in South Africa a pin code is sent to the email or phone number provided which is required to accept delivery of orders. All shipping is free. Orders can be paid for via bank transfer or cash on collection. Requirements for each payment method will be communicated to you in a quotation. Ohen Group Online gift cards may be used, you will need to provide us with the gift card code prior to placing an order. We aim to process and dispatch your order as quickly as we can. Order processing is 1 day from payment before dispatch excluding public holidays. This excludes bank transfers where dispatch will occur on receipt of funds. Should Ohen Group be unable to fulfil a delivery to your address, we will provide you the option to collect your order at your nearest Courier Guy kiosk. This will be communicated to you before order placement if you have given an address. If you have not given an address before order placement and we are unable to fulfil a delivery to you, you will be offered a full refund. For returns, we may, at our discretion, provide courier services to collect the returns at a standard courier fee. All queries can be directed to us via our contact page.

SHIPPING - REST OF THE WORLD

Ohen Group ships internationally with FedEx or DHL. Please contact us for specific rates or prices in your currency and available payment options. Shipping cost varies based on weight and dimensions of an order. All rates will be communicated to you prior to making payment. Orders can be paid for via Paypal, card or bank transfer. Requirements for each payment method will be communicated to you once you have placed an order. To redeem a gift card, read the instructions issued with the gift card. We aim to process and dispatch your order as quickly as we can. Order processing is 4 days from payment before dispatch excluding public holidays. Should Ohen Group be unable to fulfill a delivery to your address, we will notify you and cancel your order before payment is made. For returns, we may, at our discretion, provide courier services to collect the returns at a standard courier fee. Ohen Group will not accept deliveries or returns sent with any postal system or DHL e-commerce solutions. All queries can be directed to us via our contact page. 

Customs policies vary from country to country. We ship all International Packages DDP, "Duties and Taxes Paid". Please also be advised that when customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Ohen Group makes every effort to prevent customers purchasing products that are unable to be shipped to some countries, however it remains the responsibility of the customer to enquire with local customs before purchasing.

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RETURNS - INTRODUCTIONS

This Policy forms part of the Customer Terms of Sale, and so words defined in the Terms of Sale have the same meaning in this Policy, unless the context indicates otherwise. This Policy applies to products purchased offline with an Ohen Device and does not apply to online orders. Nothing in this Policy is intended to limit your statutory rights in any way. You may return any product that you bought from Ohen Group if:

  1. you’ve changed your mind;

  2. you purchased the wrong item;

  3. the Ohen Group product has a technical fault; or

  4. you have concerns about the quality of the product (the “Returned Product”).

  5. Ohen Group will not accept returns delivered by DPD Laser t/a Dawn Wing.

PRODUCTS PURCHASED INCORRECTLY OR UNWANTED

You can return an unwanted product to Ohen Group, provided:


  1. It is unopened, undamaged and unused, with the original labels and stickers still attached;

  2. save in relation to second-hand products sold at Ohen Group, the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);

  3. it is not missing any accessories or parts; and

  4. you return the product to the Store together with the invoice you received from the Store or you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.


Once we have inspected the Returned Product and validated your return form, we will credit your account with the purchase price of the product within 10-14 working days of the return being received at our warehouse or service centre.

You may also elect to exchange a Returned Product for another product (the “Exchange Product”) that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, Ohen Group may give you an Ohen Group voucher or refund equal to the value of the difference between the two product prices.

If the packaging is in any way opened, damaged or tampered with, Ohen Group will charge you a handling fee of up to 10% (ten percent) of the total purchase price of the Returned Product.

All Returned Products are subject to inspection by the Ohen Group prior to a refund or an exchange.

If you want Ohen Group to collect the Returned Product from you, Ohen Group may charge a fee to facilitate the collection on the Returned Product. This is applicable to purchases made online. This fee is payable within one day of receipt.

A courier fee may be charged on refunds and exchanges containing initial courier costs. Ohen Group will process the refund within 10-14 working days after you cancel your agreement with Ohen Group or Ohen Group receives the returned product.

PRODUCTS DAMANGED ON DELIVERY

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify Ohen Group within 7 days of such delivery.

Once we have inspected the product and validated your return, we will at your choice repair or replace the product as soon as possible or credit your account with the purchase price of the product.

FAULTY PRODUCTS

Unless specified otherwise, all content including but not limited to logos, designs, text, documents, pictures are copyrighted and the property of Ohen Group (Pty) Ltd.  Without prior written consent of Ohen Group (Pty) Ltd, any materials shared, sent, provided or available shall not be photocopied, reproduced, distributed or translated into other languages. You may not modify, print or copy any part of the Website and Services. Inclusion of any part of the Website and Services in another work, whether in printed or electronic or another form or inclusion of any part of the Website and Services on another resource by embedding, framing or otherwise without the express permission of Ohen Group is prohibited. Ohen Group (Pty) Ltd reserves all rights.

PRODUCTS THAT CANNOT BE RETURNED

Ohen Group sells medical and cosmetic products. For hygenic reasons, some products cannot be returned if opened  unless faulty or defective.

REFUNDS

Refunds will be done electronically via bank transfer to a bank account nominated by you. In certain circumstances where possible, Ohen Group may effect a credit card transaction reversal. Refunds may take between 10-14 working days to process.

Ohen Group will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.

GENERAL

To process a return, refund or exchange please submit a return with your request. If you purchased from the Online Store, please visit their website.

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