Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. This policy outlines your statutory rights and our standard processes for returns, refunds, and exchanges under South African law.

1. Statutory 7-Day Cooling-Off Period (ECTA)

Under Section 44 of the South African Electronic Communications and Transactions Act (ECTA), you are entitled to cancel your purchase within 7 days of receiving the item without giving any reason and without penalty.

  • Refund Amount: You will receive a full refund for the purchase price of the items returned.

  • Shipping Costs: Unless the item delivered was incorrect or defective, you will be responsible for the direct cost of returning the item to us.

  • Exceptions: The cooling-off period does not apply to personalized or custom products, unsealed personal care goods, unsealed audio/video recordings or software, or perishable items.

2. Our Extended 30-Day Change-of-Mind Policy

Beyond your 7-day statutory right, we offer an extended 30-day return policy for change-of-mind requests. You have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return:

  • The item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging.

  • You must provide valid proof of purchase (such as an order confirmation email, receipt, or bank statement).

Note: Sale items and gift cards are excluded from our extended change-of-mind policy once the initial 7-day statutory cooling-off period has passed.

3. Defective, Damaged, or Incorrect Items (CPA Warranty)

In accordance with Section 56 of the South African Consumer Protection Act (CPA), all goods sold carry an implied 6-month warranty against defects or material faults.

If your item is defective, damaged, or you received the incorrect item:

  1. Contact us immediately at mandyoelofse22@outlook.com with your order number and details/photos of the issue.

  2. If the item is confirmed to be defective or incorrectly sent within 6 months of delivery, you may choose to receive either a full refund, a replacement, or a repair.

  3. We will cover the costs of return shipping for defective, damaged, or incorrect items.

4. Exceptions & Non-Returnable Items

Certain types of items cannot be returned for change of mind due to hygiene, safety, or legal reasons:

  • Perishable goods (such as food, flowers, or plants)

  • Customized products (such as special orders or personalized items)

  • Personal care products (such as unsealed beauty or hygiene goods)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

(Please note: Statutory warranty rights still apply to these items if they arrive damaged or defective.)

5. How to Initiate a Return

  1. To start a return, contact us at mandyoelofse22@outlook.com.

  2. Returns must be sent to the following return address: [INSERT YOUR PHYSICAL RETURN ADDRESS HERE]

  3. If your return is accepted, we will provide you with a return shipping label (if applicable) and detailed instructions on how and where to send your package.

  4. Items sent back to us without first requesting a return will not be accepted.

6. Exchanges

The fastest way to exchange an item is to return the item you have following the standard return process. Once the return is accepted and processed, you can place a separate purchase for the new item.

7. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, customers have the statutory right to cancel or return their order within 14 days of delivery for any reason without justification. Items must be unworn or unused, with tags attached, and in original packaging.

8. Refunds

  • We will notify you once we’ve received and inspected your returned item.

  • Once approved, refunds will be processed automatically using your original payment method within 10 business days.

  • Please note that financial institutions may take additional time to post the refund to your account.

  • If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at mandyoelofse22@outlook.com.