Which items qualify for a return
Most products can be returned if they are unused, in the original packaging, and sent back within the stated return period. We ask that items are kept in the same condition as received, with all parts, manuals, tags and accessories included. If an item arrives damaged or not as described, report it as soon as possible so we can check the case and advise the next step.
Some items are not suitable for return once opened or used, especially where hygiene, safety, or product seals are involved. If a product was part of a special order or made to your request, return eligibility may be limited. For gift orders, the same general rules apply, but the person who placed the order should submit the request unless we tell you otherwise.
How to log a return request
Start by sending your request through the enquiry form on our contact page. Please include your order number, the item name, a short reason for the return, and clear photos if the item is faulty, damaged, or incorrect. The more detail you give us upfront, the quicker we can assess the request.
- Order number and full name used at checkout
- Item name, quantity, and date received
- Reason for return or exchange
- Photos showing any fault, damage, or missing parts
- Preferred outcome, such as exchange, refund, or store credit where applicable
Once we review the request, we will let you know if the item qualifies and what to do next. Please do not post anything back before getting confirmation, because unapproved parcels can slow things down.
Packing the parcel correctly
Good packing helps prevent extra damage in transit, especially on courier routes that cover long distances or coastal humidity. Use the original box if you still have it, and protect the product with enough padding so it cannot move around inside the carton. If the item is fragile, wrap it carefully and seal the outer box properly with strong tape.
Include the original accessories, free extras, and any paperwork that came with the order. If the item was delivered with a protective seal, the seal must still be intact unless the problem only became clear after opening. We may decline the return if parts are missing, the item is dirty, or there are signs of misuse.
- Keep the outer box dry and clean
- Remove old shipping labels before reuse
- Place the return note inside the parcel if requested
- Do not attach loose items to the outside of the package
Refunds, exchanges, and store credit
Once the parcel reaches us, we inspect the item to confirm its condition and compare it with the original request. If the return is approved, we will process the agreed outcome. Depending on stock availability and the reason for the return, this may be a replacement, refund, or store credit.
Refund timing can vary depending on the payment method and banking processes. Please allow a reasonable processing period after approval. If you chose an exchange, we will dispatch the replacement once the returned item has been checked and approved, subject to stock on hand.
- Approved returns are handled after inspection
- Refunds follow the original payment path where possible
- Exchanges depend on stock availability
- Store credit may be offered in specific cases
Items that cannot be returned
For safety and hygiene reasons, some products cannot be accepted back once opened, used, or installed. This often applies to goods that have been in close contact with food, personal care items, or products that cannot be resold in the same condition. We also cannot accept items damaged after delivery through improper use, rough handling, or incorrect setup.
If an item is listed as non-returnable at the time of purchase, that condition will apply unless the product arrives faulty or incorrect. Please check the product details carefully before ordering, especially for items you plan to gift, use in a business setting, or order in bulk.
What to expect from our support team
We aim to keep the process practical and straight forward. After you submit your request, our team will review the details, confirm whether the item qualifies, and guide you on the next step. If more information is needed, we will ask for it through the enquiry form communication thread so nothing gets missed.
Our logistics and customer care teams work closely on returns that come from Midrand, Johannesburg, Pretoria, Cape Town, Durban, Gqeberha, East Rand and West Rand deliveries. Courier collection or drop-off instructions may differ by location, so please follow the return details you receive for your order. Once the case is closed, you will get a clear update on the outcome.
- Submit the request through the enquiry form
- Wait for confirmation before sending anything back
- Keep your parcel tracking details until the case is complete
- Respond quickly if we request more photos or order details
