Refund Policy

We want you to love what you order. If something isn't right, here is how we put it right.

Last updated: 20 October 2026

Your rights

South African law gives you rights when you buy online and when goods are faulty. This policy explains how we apply them and does not limit your legal rights, including those under the Consumer Protection Act and the Electronic Communications and Transactions Act.

Changed your mind?

• You may return most items within 30 days of delivery, without giving a reason.
• Items must be unused, unworn and in their original condition and packaging.
• Please log the return first (see "How to log a return"). You are responsible for the courier cost of sending the item back.

Items that cannot be returned for a change of mind

• Items that were on sale or on promotion, including items bought on an order that had a promotion, discount code or voucher code applied to it.
• Personalised and made-to-order items.
• Fresh flowers and other perishable goods.
• Gift vouchers.
• Items that have been used, damaged by misuse, or altered after delivery.

Damaged, faulty, wrong or not-as-described items

• Arrived damaged or faulty: tell us within 6 months of delivery. Please add 1 to 5 photos of the damage or fault when you log the return - they are required.
• Wrong item received or not as described: tell us within 3 days of delivery.
• We will approve the return and send you a prepaid return label by email (it is also on your Returns page). We then repair, replace or refund the item at our cost.

How to log a return

• Sign in and choose Log a return in the footer, or open your order under My account.
• Select the whole order or only certain items, tell us why, and submit.
• Items that can't be returned show an information icon explaining why.
• We reply within 2 business days with the next steps.

Refunds

• Approved refunds are paid to your original payment method (card or Instant EFT) within 10 business days after we receive and inspect the goods.
• Delivery fees are not refunded unless the item was faulty, damaged or incorrect.
• Any part of your order paid with a gift voucher is returned to that voucher.
• Petals earned on returned items may be deducted from your rewards balance.

Exchanges

Exchanges are subject to stock. If the replacement costs more you pay the difference; if it costs less we refund the difference.

Questions?

Email info@allthingsus.co.za.