Returns and Refunds Policy

Last updated 18 May 2026

Our Policy

At www.alcell.co.za, we want you to shop with confidence. If you're having second thoughts about a purchase, we're here to help. Please review our returns and replacements policy below for full details.

Returns Policy

If you are not completely satisfied with your purchase, you may return any unopened, unused item in its original packaging within 7 days of receiving it — for any reason.

How to Initiate a Return

Before returning any item, please contact our customer care team by either:

Our support team will guide you through the return process, including packaging and delivery procedures. Do not return items before contacting us, as you may be held responsible for any associated expenses.

You may be required to complete a returns form provided by us. Once the returned item is received and inspected, we will issue a refund minus the following deductions:

  • 15% administration fee
  • Inbound and outbound delivery charges

Product Condition: We only accept returns for items that are in new, unused, and original condition, with all original packaging, accessories, and documentation included.

Return Window: Returns must be requested and received within 14 days from the date of delivery.

Replacement Policy

If your item arrives damaged or faulty, you must notify Bataviya Traders CC T/A Al-cell within 14 working days of delivery.

How to Report Damaged or Faulty Items

Please report the issue by:

You may be asked to complete a returns form and submit clear images of the damaged item(s). After assessment and approval by our support team, we will proceed with one of the following:

  • Repairing the item
  • Replacing the item (subject to availability)
  • Issuing a store credit equal to the sale price

Note: Please do not return any products without prior approval, as this may result in additional costs for which you will be responsible.

Warranty Exclusions

Please be aware that the following conditions will void any warranty or return claims:

  • Negligent installation: If the item was not installed following proper procedures
  • Misuse: Use outside the scope of intended purpose or listed specifications
  • Unreported damage: Visible damage not reported within 10 working days of receiving the item
  • Modifications: Items that have been altered or tampered with from their original state

We do not issue refunds or replacements for products that, in our reasonable opinion, have deteriorated due to:

  • Normal wear and tear
  • Misuse or failure to follow the manufacturer's instructions
  • Use in abnormal conditions
  • Lack of reasonable care

Need Help?

For any queries related to returns, replacements, or warranty, please don't hesitate to contact us at info@alcell.co.za or call us on 015 297 8666.

Contact Support