Returns & warranty
Start a return
Pick the order, tick the items and tell us what happened.
- 1Choose the orderAnything delivered in the last 7 days can be returned.
- 2Pick the itemsTell us why, add a photo or video.
- 3Send it backYour own courier, or we collect from R 200.
Sign in to start a return
Your orders are listed on the next screen, so there's nothing to type in. Pick the order, tick the items and tell us what went wrong.
Before you start
- Returns are logged within 7 days of delivery.
- Items must be unused, in original packaging, with seals and tags intact.
- Damaged or wrong deliveries must be reported within 24 hours.
- Have a photo or video of the item ready.
Ordered as a guest? Create an account with the same email address and your orders will appear.
The fine print
Tap a section to expand it.
Return window and what qualifies
You can request a return within 7 days of receiving your order. Items must be in the identical condition they were delivered in: unused, with all tags, seals and labels intact, and in the original packaging. Keep your proof of purchase.
A change of mind is not a valid reason for a return. Each request is assessed on its own merits; opened, used or broken seals mean an item can no longer be sold as new.
Damaged, faulty or wrong items
Inspect your order as soon as it arrives. Damage, defects and wrong items must be reported within 24 hours of delivery. After that we can't claim from the courier and can't entertain damage claims. Some couriers require damage to be noted at delivery, and signing for the parcel confirms it arrived in good condition.
Please attach clear photos or a short video showing the problem and the packaging.
Items that can't be returned
- Perishables and consumables: food, supplements, liquids, livestock and plants
- Custom and special-order items (glass tubes, bulbs, products we don't normally stock)
- Hazardous materials, flammable liquids and gases
- Sale items and gift cards
- Anything with broken original packaging or a broken factory seal
Special orders are marked as pre-order or special order on our site. Ask us if you're unsure about a specific product.
Getting it back to us
Wait for approval before sending anything. Returns that aren't pre-approved can't be processed.
Your own courier: you arrange and pay for the return shipping and suitable packaging. Use a tracked service.
Assisted collection: we book The Courier Guy for you. Fees start at R200 and depend on parcel size and area, and are for your account: deducted from your credit or refund, or payable up front when the return is logged after the 7-day window. If the fault is ours or the supplier's, the fee is waived.
Store credit and refunds
Once your return arrives we inspect it and let you know the outcome by email.
- Store credit: no fees. You receive a credit code to use on your next order, including a replacement or a different item.
- Refund to your original payment method: only if the return is approved after inspection. Refunds are not guaranteed. Approved refunds are paid less a 15% refund fee; the fee is waived when the fault is ours or the supplier's. Original delivery charges are not refunded. Banks can take a few days to show it.
Electronics warranty (6 months)
Because of load shedding, power surges and unstable supply in South Africa, standard manufacturer warranties don't apply here. Suppliers offer a limited 6-month warranty from the date of purchase on electronic products, covering defects in materials and workmanship under normal use.
The warranty is void if the product or its plug has been modified or tampered with. It does not cover misuse, accidents, corrosion, foreign objects, water damage (for example aquarium lights) or use against the instructions. Bulbs and globes carry no warranty. The supplier decides whether to repair or replace, and whether a claim qualifies. Please read the product instructions before use: we can't accept liability for faults caused by unfamiliarity with a product.
