Return and Refund Policy
What if I don't want the goods when they arrive?
Under the South Africa Consumer Protection act, up to 10 days after receiving your goods, in most cases, you can change your mind and get a full refund.
Unless faulty, we can only accept the return of goods that are "not used" and in "as new" condition with original packaging. Worn, opened, used or damaged goods will not be refunded.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How long will the refund take?
We will normally process a refund within 2 working days of the returned items reaching us, although the Directive allows us up to 30 days. Please note that the refund may take several days between us authorising the payment and it showing on your card account.
What is the best way of organising the return?
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com..
Who pays for the return costs?
You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.
What if the goods are faulty or have been incorrectly described?
The above cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or incorrectly described.
Our goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
Up to 30 days, if your goods are faulty, you can get a refund.
Where returned goods are faulty due to a manufacturing problem, then as well as replacing the item in question, we will also refund the cost of the return shipping.
We can only refund these cost where the return shipping method has been agreed by us prior to the goods return.
We will not refund items that have been abused, accidentally damaged or clearly used for purposes for which they were not intended.
To notify us of a problem please follow the instructions in the What is the best way of organising the return? section above.
What is your returns policy for custom and bespoke orders?
We are unable to accept the return of goods made to the customer’s specifications. This includes items made to special sizes, colours or goods that have been customised, for example that have been embroidered or printed.
What are the terms for business to business transactions?
For business to business transactions, goods must be returned at your own cost.
For business sales where goods are unwanted, rather than faulty or damaged, any refund will be subject to a 25% restocking charge calculated on the order value.