Time limits

If we deliver the wrong item to you, your item arrives damaged on delivery, your item is missing parts, or you changed your mind and you no longer want the item, you must return it to us within 30 days of delivery.

Prepare your return

Please package your return carefully to prevent damage during transit. 

You must return the item in its original product packaging with all the accessories and parts included, and all seals must be intact (if applicable). If you don’t, we will not accept the return and will send the item back to you. However, you may log the return again if you can do so with all the missing packaging and parts, but we may charge you a fee for collecting the item from you and, where applicable, a fee for delivering the same or a replacement item back to you.

Wrong item, damaged on delivery, or missing parts

If we deliver the wrong item to you, your item arrives damaged on delivery, or your item is missing parts, you must return it to us within 30 days of delivery.

We can replace the item, credit your  account with the purchase price, or refund you – it’s your choice. However, if we do not have replacement stock available, we’ll rather credit your  account.

An item will not be considered as damaged on delivery if, for example, the item:

• is damaged by you;
• is damaged due to electrical surges; or
• works as described on our website, but you’re using it for an unintended purpose.

You changed your mind

If you simply changed your mind and you no longer want the item, you must return it to us within 30 days of delivery.

Defective items

You must return defective items within 30 days of delivery.     

When we receive the item, we’ll inspect it. If we accept the return, you must choose whether we should repair or replace the item, credit your  account with the purchase price, or refund you. Keep in mind that not all defects can be repaired, and we may not always have replacement stock available.

A defective item will not be accepted if the item:

• is faulty due to normal wear and tear (that means the normal damage that occurs over time);
• is damaged by you  or you didn’t take good care of it;
• is damaged by electrical surges or sea air corrosion (like rust);
• is damaged because you modified it; or
• works as described on our website, but you’re using it for an unintended purpose.

Warranty items

Direct warranties

Some items have manufacturer warranties. With a manufacturer warranty, the manufacturer handles the return of any defective items themselves.

When you log the return of a defective item with a manufacturer warranty, you will receive the contact details of the relevant manufacturer. You must then contact that manufacturer directly.

Wrong item returned

You must return the correct item. Please contact us immediately if you have returned the wrong item because we dispose of incorrect returns. We cannot guarantee that we will find your item and unfortunately, we will not pay for lost items. If we find it, you will have to collect it.

Taking back your item

If we reject your return, we will send the item back to you. If we can’t deliver the item to you within 30 days of its return having been rejected, for example because you are unavailable or you refuse delivery, we will consider the item abandoned and may dispose of it.

Collection or delivery

When you log a return you can select your return method. We can either arrange to collect the item from you, or you can return it to any  pickup point. If you choose to return the item to a pickup point you must do it within 7 days of logging the return. 

We must collect large items and alcohol – you don’t have the option to return them to our pickup points.

Non-returnable items

Items you cannot return are marked as non-returnable on the product description page. There are exceptions, such as if we delivered the wrong item, if the item arrives damaged on delivery, or if it is defective.  If you’re unsure whether your return will be successful, please contact us and we can figure it out together. For example,

For health and safety reasons we won’t accept returns of:

• intimate items, underwear, swimwear and jewellery
• foodstuff, beverages or other items intended for everyday consumption

If you can download or open it, you can’t return it:

• digital items, such as electronic vouchers, gaming codes or other digital downloads
• audio or video recordings or computer software that has been unsealed
• books and periodicals (magazines, newspapers, journals)

If you put your name on it, it’s yours forever:

• any item that has been personalised for you or made to your specifications

Exchanges

Got the size or colour wrong? You can exchange clothing, sportswear, and shoes for a different size or colour.

Credit and refunds

When you log your return, you can choose whether we must credit your account, refund you the same way you paid, or replace the item.

If your return is accepted and you want us to credit your account, we will load your credit within 2 business days after your return is accepted. You will have 3 years to use that credit. If you don’t use your credit within 3 years or ask us for a refund during this time, you will lose that credit.

If you want us to refund you, we will refund you the same way you paid. Funds can take 3 to 5 business days to reflect in your account and are subject to your bank or payment provider’s processing times. If your original payment method is not available, we will ask you for your bank details which we will have to verify before we can refund you. This could take a little longer than 5 days. 

 

If you paid with a coupon or voucher

If you paid for your items with a voucher and you want to return or cancel your whole order or some of the items in your order, we’ll load the value of the voucher you used as non-refundable credit on your account.

For example, if you used a R100 voucher to buy a R500 item that you return, we’ll load the R100 onto your account as non-refundable credit, and you can choose whether we credit your account or refund you the remaining R400.

If you paid with a coupon and you want to return or cancel your whole order or some of the items in your order, we will issue a new coupon with the coupon value you spent, and that coupon will have its own terms and conditions that may differ from the terms and conditions of your original coupon.

For example, if you used a R100 coupon to buy a R500 item that you return, we’ll issue a new coupon to the value of R100, and you can decide whether we credit your account or refund the remaining R400. 

Or, if you use a R250 coupon to buy two items of R125 each and only return one, we’ll issue a new coupon to the value of R125 with its own terms and conditions.