Refund policy

We want you to be happy with your purchase. This Returns, Refunds & Exchanges Policy applies to purchases made from our online store and is intended to operate in accordance with the Consumer Protection Act 68 of 2008 (CPA) and other applicable South African laws.

1. Change-of-Mind Returns

Where permitted by law, you may request a return within 30 days of receiving your order if you have simply changed your mind.

For a change-of-mind return, the product should be:

Unused and in its original condition;
In its original packaging, where reasonably possible;
Complete with all accessories and parts; and
Accompanied by your proof of purchase.

Please note that certain products may not be eligible for a change-of-mind return where applicable law permits an exclusion, including products that cannot reasonably be returned due to their nature, hygiene-related products once opened or used, personalised or custom-made products, and other products where a lawful exclusion applies.

Any applicable return or collection costs for a change-of-mind return may be for the customer's account, subject to your rights under the CPA.

2. Defective, Damaged or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your product is defective, damaged, unsafe, incomplete, or you received the wrong product, please contact us at:

Email: bkmakwaiba@gmail.com

Please provide your order number and, where appropriate, photographs or videos showing the problem.

Your statutory rights under the CPA are not affected by this policy. Where goods do not meet the standards required by the CPA, you may have the right to request a repair, replacement or refund, depending on the circumstances and the applicable legal requirements.

We will assess the issue and advise you of the appropriate next steps.

3. Products That Are Not Eligible for Change-of-Mind Returns

Certain products may not qualify for a change-of-mind return where permitted by law. These may include:

Products that have been used or altered after delivery;
Personalised or custom-made products;
Products that cannot reasonably be returned due to their nature;
Certain hygiene or personal-care products once opened or used; and
Other products where an applicable legal exclusion applies.

These exclusions do not remove or limit your statutory rights in respect of defective or otherwise non-compliant goods.

4. Sale Items and Promotions

Sale or discounted products are not automatically excluded from your statutory consumer rights.

If a sale item is defective or otherwise does not comply with the requirements of applicable South African consumer law, your rights under the CPA still apply.

5. How to Request a Return

To request a return, contact us at:

bkmakwaiba@gmail.com

Please include:

Your full name;
Order number;
Reason for the return;
Description of the issue, where applicable; and
Photos or videos if the product is damaged or defective.

Please do not send products back without first contacting us and receiving return instructions.

Return address:
[INSERT RETURN ADDRESS]

Depending on the circumstances of the return, we will advise you whether the product should be returned by courier, post or another suitable method.

6. Refunds

Once we receive and inspect the returned product, we will notify you of the outcome.

If a refund is approved, the refund will generally be processed using the original payment method, unless another method is agreed upon or required by applicable law.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Where a refund is required under the CPA, we will process the refund in accordance with the applicable legal requirements.

7. Exchanges

If you would like to exchange a product because you have changed your mind, please contact us first.

An exchange may be subject to stock availability and the applicable return requirements.

Where a product is defective or otherwise does not comply with the CPA, your statutory rights regarding repair, replacement or refund will apply.

8. Important Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any rights that you have under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

Where this policy conflicts with a mandatory consumer right, the applicable law will take precedence.

9. Contact Us

If you have any questions about returns, refunds or exchanges, please contact us: