Start a return
Contact us with your order number, the product and the reason for the request. We will explain the next steps and where to send the item. Please include accessories and any packaging you still have. Do not send parcels to the registered office unless we have confirmed that route.
Online cooling-off rights
Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online goods purchase without giving a reason within 7 days after receipt. No cancellation penalty applies; only the direct cost of returning the goods may be charged to you. The statutory exceptions apply where relevant. Refunds for a valid cooling-off cancellation are made within 30 days of cancellation.
Our 14-day change-of-mind policy
We also accept change-of-mind requests made within 14 calendar days of delivery for unused goods in resaleable condition, with accessories and original packaging where available. You arrange and pay the direct return delivery cost for this voluntary return. This extra policy does not limit the separate cooling-off or defective-goods rights described here.
Faulty, unsafe or incorrect goods
For qualifying goods that fail the standards in section 55 of the Consumer Protection Act within 6 months of delivery, you may choose a repair, replacement or refund under section 56. Applicable return costs and risk are ours, and there is no penalty. Original packaging is not a condition for a valid statutory defect claim.
Contact us about incorrect items or delivery damage so we can arrange a suitable remedy. Please report damage promptly, ideally with photographs; a short reporting period does not replace or reduce your legal rights. A manufacturer warranty may provide additional protection.
Inspection and refunds
We may inspect returned goods to establish the issue and appropriate remedy. We will explain the outcome. An inspection does not allow us to override your statutory choice of remedy.
Approved refunds go back to the original payment card through Stripe, unless another lawful arrangement is agreed. We aim to initiate routine refunds within 5–10 working days of approval; bank processing can add time. Any shorter legal deadline takes priority, including the 30-day cooling-off refund limit.
Before dispatch
Call us as soon as possible if you need to cancel an order before dispatch. If it has already been sent, the applicable return process will apply. A payment authorisation that has not been captured is released rather than treated as a completed purchase.
Call +27 53 927 3891 for assistance. Our current email is [email protected] (test address, not monitored). Please use the phone for help until our live support email is announced.