Refunds and returns

Cancelling before dispatch

Contact theteam@customersupport.care with your order number as soon as possible. Cancellation before dispatch is free. After dispatch, the return terms and statutory rights below apply.

Changing your mind

We offer a voluntary 15-day change-of-mind return window counted from delivery. Contact us within that period for return instructions and the correct return address. Return the complete product with proof of purchase, in its original packaging and resaleable condition, having handled it only as needed to inspect it. You pay the direct return postage; we charge no cancellation, restocking or handling fee.

Separately, qualifying online purchases carry a seven-day cooling-off right after delivery under section 44 of the Electronic Communications and Transactions Act 25 of 2002, subject to its exceptions. Only the direct return cost is payable when that right applies; the statutory refund is due within 30 days of cancellation. Our voluntary conditions do not reduce statutory rights.

Faulty, damaged or incorrect goods

Contact us with your order number and a description of the problem. Photos can help us resolve it. Under sections 55 and 56 of the Consumer Protection Act 68 of 2008, qualifying unsafe, defective or unsuitable goods may be returned within six months of delivery at our cost for repair, replacement or refund as provided by law. These rights are separate from change-of-mind returns.

Refunds and exceptions

We process approved voluntary refunds to the original payment method within 5 to 10 working days of receiving and checking the return. Statutory deadlines apply where relevant. Custom-made goods, and sealed goods opened where health or hygiene rules exclude a change-of-mind return, may have different eligibility; faulty-goods rights remain. We will explain any applicable exception before processing your request.

Contact and disputes

Email theteam@customersupport.care. Never send card details or payment credentials. If we cannot resolve your complaint, you can contact the Consumer Goods and Services Ombud or the National Consumer Commission.