Returns and refunds

In short

You have 7 days from delivery or collection to return unbranded, unused consumer goods you simply no longer want. Strictly 7 days.

Branded and personalised goods, hygiene items and a few other things cannot be returned for a change of mind (below).

A return that meets this policy earns a credit, which we review and release as store credit or a refund.

Faulty, damaged or wrong goods are different: you have six months, branded or not, and this policy does not take that away.

Ask in Your account: open the order and choose "Request a return".

Changed your mind: 7 days

You may return unbranded consumer goods bought on this website, without giving more of a reason than that you changed your mind, within 7 days. The 7 days start on the day the goods are delivered to you or, if you collect them from us, the day you collect them. If we have no delivery or collection date for your order, they start on the day you paid.

Ask for the return in your account within the 7 days. We cannot take a request after the 7 days for a change of mind.

Send the goods back unused, undamaged and, where you can, in their original packaging, once we have approved the request.

You pay the direct cost of sending them back, unless they were faulty, damaged or not what you ordered, in which case we do.

If you are a consumer, this is also your cooling-off right under section 44 of the Electronic Communications and Transactions Act, which gives you at least the same 7 days. If you bought as a business, that Act does not apply; this policy is what we offer.

What cannot be returned for a change of mind

Branded and personalised goods: anything printed, embroidered or engraved for you, made to your specification, or ordered with a note or artwork (section 42(2) of the Electronic Communications and Transactions Act).

Hygiene and personal items: for example in-ear earbuds and headsets, face masks, cosmetics and skincare, underwear and socks, toothbrushes and razors.

Perishables, such as food, snacks and hampers.

Software and licences once opened or activated.

Gift cards and vouchers.

Hosting, domains and other services, which have their own cancellation rules below.

When you ask for a return, each item shows whether it can be returned and, if not, why. If you think we have it wrong, say so in the request or contact us: a person decides every return.

Faulty goods are different: the next section applies to them, branded or not.

Faulty, damaged or wrong goods: six months

If goods are faulty, damaged, not what you ordered, or not as described, tell us within 6 months of delivery (section 56 of the Consumer Protection Act). Return them at our risk and expense, and you choose whether we repair them, replace them or refund you. This policy does not shorten or remove that right, and the 7-day limit and the exclusions above do not apply to a fault.

Choose "Damaged or faulty", "Wrong item sent" or "Not as described" when you ask, and attach a photo of the problem.

Branded goods are faulty if the branding does not match the proof you approved, or the item itself is defective. Branding that matches the approved proof is not a fault.

Normal wear and tear, damage from misuse, and small colour differences between materials are not faults.

Damaged or missing on delivery

Please check your parcel when it arrives. If it is damaged, note it on the courier's delivery note if you can, and ask for a return in your account straight away with photos. We will arrange a replacement, a credit or a refund for what was damaged or missing.

How to ask for a return

Sign in, open Your returns, or open the order and choose "Request a return".

Choose the items and how many, say why, add up to five photos (JPEG, PNG or WebP), say whether you would like store credit or a refund, and tick the declaration.

We email you a confirmation and you can follow the request in your account: requested, under review, approved and awaiting goods, goods received, then credit issued or refund sent. If we cannot approve it, we tell you why.

Please do not send goods back before we approve the request, because they may not reach the right place.

Credit or refund

A return that meets this policy earns a credit. We review every request, and when we approve it we say whether it is released as store credit or as a refund to the way you paid, and for how much. Where only some of the items qualify, or only some of the goods come back, we release the amount for those.

Store credit is a single-use code, tied to your email address, that you type at checkout. It takes its value off the goods before VAT, covers goods only, and does not pay out in cash. It is valid for 12 months.

A refund goes back to the payment method you used.

Nothing in this policy reduces a refund you are entitled to by law, for example for a fault under the Consumer Protection Act or a consumer's cooling-off under the Electronic Communications and Transactions Act.

How refunds are paid

If you paid by card through PayFast, the refund goes back to that card through PayFast. Your bank may take a few days to show it.

If you paid by EFT, we pay the refund into your bank account by EFT and email you the reference and date.

If you paid with Mobicred, the refund goes back to your Mobicred account.

If you paid with Payflex, the refund goes back through PayFast and Payflex cancels your remaining instalments and returns what you have paid.

We pay a refund within 30 days of agreeing the return or receiving the goods back, whichever is later. A credit note is issued for every credit or refund.

Hosting, domains and subscriptions

Cancel a subscription in your account under Services. It stops renewing at the end of the period you have paid for, and you keep the service until then.

If you are a consumer, you may cancel a service bought online within 7 days of buying it (section 44 of the Electronic Communications and Transactions Act), unless you asked us to start it before then. A domain name cannot be returned once it has been registered.

If you are a consumer on a fixed-term agreement, you may cancel it at any time with 20 business days' notice (section 14 of the Consumer Protection Act). A reasonable cancellation fee may apply.