What our Returns Assistance covers
Returns Assistance is for customers who need help with eligible returns, exchanges, damaged-on-arrival reports, missing items, or order checks before sending anything back. We guide you on the correct steps for homeware, kitchenware and gadgets, especially where packaging, seals, or item condition matter. For products that must be tested, we also explain how to handle power use, charging, or basic setup so you can confirm the fault before requesting a return.
Because this is a daily-deals shop, stock can move quickly. That means the first step is always to confirm the order details, item condition, and whether the product still falls within the return window. If the item is eligible, we explain the options available, including exchange, replacement, or a refund route where applicable.
- Eligibility checks for unopened and used items
- Help with damaged, incomplete, or incorrect orders
- Exchange guidance where replacement stock is available
- Order status checks before a return is logged
- Advice for gadget testing before sending the item back
How the return process works step by step
Once you submit your query through the contact page enquiry form, the team reviews the order details and comes back with the correct next step. We may ask for clear photos of the product, packaging, courier label, or damage, depending on the issue. This helps us decide whether the item should be returned, exchanged, or assessed first.
After approval, we provide the return instructions and the address or collection process where relevant. Please keep all parts together, including manuals, inserts, cables, chargers, and packaging, as these are often needed for a proper assessment. If the item was supplied as part of a set, the full set may need to come back together.
- Step 1: Submit the enquiry form with your order number
- Step 2: Share photos or short notes if the item is damaged or incomplete
- Step 3: Wait for eligibility confirmation and return instructions
- Step 4: Pack the item securely and include all accessories
- Step 5: Tracking or collection is checked until the parcel is received
What we need from you to assess a return
To avoid delays, please have your order number, the name used for the purchase, and a short explanation of the problem ready. If the item arrived damaged, mention where the issue is visible and whether the outer carton was also affected. For electrical or battery items, note whether the unit powers on, charges, or shows any fault lights or messages.
Good photos help a lot. We usually need a clear image of the item, the packaging, any visible damage, and the shipping label. If the product is small, place it on a plain surface so the size and condition are easy to see. This is especially useful for kitchen tools, storage items, and compact gadgets where a tiny crack or missing part can affect use.
- Order number and buyer name
- Photos of the item and box
- Short fault description or reason for return
- Any missing accessories or parts
- Courier label or proof of delivery if needed
Turnaround times and courier handling
Most return queries are first reviewed within 1 to 2 working days, depending on the queue and the detail supplied with the enquiry. If a courier collection or parcel check is required, the final outcome can take longer, especially during busy sale periods or after public holidays. Customers in Johannesburg, Pretoria, Midrand, East Rand and West Rand often see quicker collection coordination, while Cape Town, Durban and Gqeberha may depend more on the courier route and the time of day the parcel is booked.
For appliances and gadgets, turnaround can be affected by testing time. If a charger, battery, or power point is involved, please allow a little extra time so the item can be checked properly. Load-shedding can also slow down testing in some cases, so we keep customers updated when that affects the process. Parcels should be packed well for courier handling, with enough padding to prevent movement during transport.
- Initial review: 1 to 2 working days
- Courier movement: depends on route and collection booking
- Assessment of faulty items: varies by product type
- Updates sent after each key stage
Pricing approach and who pays what
Our pricing approach is straightforward. Where a return is accepted because of an incorrect item, clear transit damage, or a verified fault, the next step is handled according to the outcome of the assessment. If the return is due to change of mind, packaging damage caused by the customer, or incomplete items, the courier and handling costs may differ. We always explain the position before anything is sent back so there are no surprises.
Some items may also need a check fee if they are returned used, assembled, or missing packaging. For home and kitchen products, condition matters because a scratched surface, broken seal, or missing insert can change whether the item can be restocked. For gadgets, signs of misuse, water damage, or incorrect charging can also affect the result. If a return is not eligible, we explain why and what alternatives are available.
- Accepted fault or shipping issue: handled per case outcome
- Change of mind: costs may apply depending on the item
- Missing parts or used condition: may affect eligibility
- Each quote or cost update is confirmed before the item moves
Packing rules for homeware, kitchenware and gadgets
Good packing protects your item and speeds up the assessment. Use the original box where possible, add bubble wrap or paper filler, and close the parcel firmly with tape on all seams. Glass, ceramic, stainless steel, and electronic items need a bit more care. If the item has a lid, cord, blade, remote, or removable tray, secure those parts so they do not scratch the main unit in transit.
For coastal deliveries or returns from humid areas such as Durban or Gqeberha, please pack items dry and clean before handover. Moisture can affect boxes, labels and some electronic parts. If the item was a gift, remove any personal wrapping before you send it back unless the whole presentation set is part of the issue. If we ask for a sealed return, do not open the pack further after approval.
- Use the original carton where possible
- Pad fragile edges and corners
- Keep cables, chargers and inserts together
- Seal the parcel fully before collection
- Keep a copy of the return reference until closed
When to contact us again and service intervals
For active return cases, a follow-up is useful if the parcel has not moved within the expected courier window, if you have new photos, or if the item fails a second check. If you are waiting on an exchange and stock changes, we can suggest the next practical option. Customers often ask whether a return can be paused and resumed later, and the answer depends on the item status and the return stage already reached.
If you buy gadgets that are used often, it helps to keep the packaging and accessories for the first few days after delivery. That makes any early issue easier to confirm. For kitchen tools and household goods, a quick inspection within the first 24 to 48 hours is a sensible habit, especially after a busy courier week. We recommend storing the order reference until the case is fully closed, then keeping the final confirmation for your records.
- Check your item within 24 to 48 hours after delivery
- Keep packaging until the return window has passed
- Follow up if tracking stalls or the case changes
- Hold all proof until the matter is completed
Key facts
| Service type | Returns Assistance for eligible orders and product issues |
|---|---|
| Coverage | Midrand base with courier support across South Africa |
| Review turnaround | 1 to 2 working days for initial assessment |
| Return methods | Courier collection or customer drop-off where approved |
| Product categories | Homeware, kitchenware, storage items and gadgets |
| Contact method | Enquiry form on the contact page only |
