Absolutely! Here's our full refund policy below to ensure that you are fully supported.
We want you to love your purchase, but if something isn’t right, we’re here to help. This policy sets out your rights and our responsibilities under South Africa’s Consumer Protection Act (CPA).
1. Standard Return Policy
You have 7 days from the date you receive your order to request a return.
To qualify, items must be:
- In their original condition (unused, unworn and undamaged).
- In the original packaging, with tags, labels or seals intact.
- Accompanied by a proof of purchase (e.g., order confirmation or receipt).
2. Items That Cannot Be Returned
For health, safety or legal reasons, the following items are non-returnable and non-refundable (unless defective or not as described):
- Custom-made or personalised items
- Sale and clearance items.
3. Warranties
Some products may come with a manufacturer’s warranty. If your item is covered by such a warranty, the details (including duration and process) will be provided with your purchase.
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Manufacturer Warranty Claims: Where a warranty is offered, repairs or replacements will be handled according to the manufacturer’s terms. In most cases, you will need to return the product directly to the authorised service centre.
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CPA Six-Month Warranty: Even if no manufacturer warranty applies, the Consumer Protection Act gives you the right to return goods within six months if they are defective, not fit for purpose, or fail to meet quality standards. We will then arrange a repair, replacement or refund (at our discretion, depending on the circumstances).
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What’s Not Covered: Damage caused by misuse, neglect, unauthorised modifications, or normal wear and tear is not covered under warranty.
4. Who Pays for Returns?
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If the item is defective, damaged or we sent the wrong product: We’ll cover the cost of return shipping.
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If you change your mind or order the wrong item: Return shipping will be your responsibility.
5. How to Start a Return
- Contact our support team before sending anything back.
- Once your return is approved, we’ll share instructions and if applicable a return shipping label.
- Items returned without approval may not be accepted.
6. Damages & Issues
Please check your order on arrival. If it’s defective, damaged or incorrect, let us know immediately so we can make it right.
7. Exchanges
We don’t always offer direct exchanges. If you’d like a different product, simply return your item (if eligible) for a refund and place a new order. Exchanges may be done on a case by case basis.
8. Refunds
- Once your return arrives and is inspected, we’ll notify you of the outcome.
- Approved refunds will be processed back to your original payment method within 10 business days.
- Your bank or card provider may take extra time to reflect the refund.
- If more than 15 business days have passed since approval, please contact us.
9. Your Rights Under the CPA
In line with the Consumer Protection Act:
- You may return goods that are defective, unsafe or not fit for purpose within six months of purchase.
- We may first offer a repair or replacement; if that’s not possible, a refund will be issued.
- These rights apply regardless of our standard 30-day return policy.
10. Cooling-Off Period for Online Purchases
If you buy online, you’re entitled to a 7-day cooling-off period. You may cancel your order within 7 days of receiving it for a full refund, provided the item is unused, unopened, and in its original packaging. Return shipping costs may apply.
11. Questions or Support
If you have any questions, please reach out to our support team — we’re here to help.
Email: info@oumaenoupa.co.za
