Refund policy
Return & Refund Policy
Thank you for shopping with us. We want you to be completely satisfied with your purchase. If you are not happy with your order, please contact us so that we can assist you with a return, exchange or refund.
1. Returns
You may request a return if:
- You received the wrong item.
- Your item arrived damaged or defective.
- The item is materially different from what was advertised.
- You simply changed your mind, subject to the applicable cooling-off rights and the conditions below.
For change-of-mind returns, the item must be returned in its original condition, unused and undamaged, with its original packaging and any accessories or tags included.
We reserve the right to assess returned items before approving a voluntary return or exchange. This does not limit any rights you may have under applicable South African consumer protection law.
2. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on eligible purchases.
If you are not satisfied with your purchase, contact us within 30 days of receiving your order to request a return.
To qualify for our voluntary 30-day guarantee, the product must be unused, undamaged and returned in its original condition and packaging.
The 30-day guarantee does not limit any rights you have under the Consumer Protection Act or other applicable South African law.
3. Damaged or Defective Items
Please inspect your order when you receive it.
If your item arrives damaged, defective or faulty, contact us as soon as reasonably possible and provide:
- Your order number;
- Your name and contact details;
- A description of the problem; and
- Clear photographs or videos showing the damage or defect.
Where the item is confirmed to be defective or otherwise covered by applicable consumer law, we will provide an appropriate remedy in accordance with the law, which may include a repair, replacement or refund.
South African consumer law provides protections for goods that are defective or fail to meet required standards, including certain rights to return defective goods within six months of delivery.
4. Wrong Item Received
If you received an item that is different from what you ordered, please contact us before returning it.
We will arrange the appropriate solution, which may include sending you the correct item or providing a refund.
5. Change of Mind Returns
If you change your mind about an online purchase, you may have a statutory cooling-off right under the Electronic Communications and Transactions Act.
For qualifying electronic transactions, South African law generally allows a consumer to cancel within 7 days after receiving the goods, without giving a reason or incurring a penalty. The consumer may be responsible for the direct cost of returning the goods.
Where the statutory cooling-off right applies, we will process the refund in accordance with applicable law.
Our additional 30-day money-back guarantee may provide a longer voluntary return period, subject to the conditions stated in this policy.
6. Items That Cannot Be Returned
We may refuse voluntary returns where an item has been:
- Used or worn;
- Damaged after delivery through misuse or negligence;
- Altered or modified;
- Returned without the original packaging where the packaging is necessary to protect the product;
- Returned incomplete or missing accessories.
These restrictions do not affect any mandatory consumer rights that cannot legally be excluded.
7. How to Request a Return
To request a return, please contact us using the contact details provided on our website.
Please include:
Order number:
Full name:
Reason for return:
Photographs/videos, where applicable:
We will provide you with return instructions if your request is approved.
Please do not send an item back without first contacting us, as this may delay the processing of your return.
8. Return Shipping
For a change-of-mind return under our voluntary 30-day guarantee, the customer may be responsible for the direct cost of returning the item.
Where the return is due to an incorrect, damaged or defective item, we will handle the return arrangements in accordance with the circumstances and applicable law.
Where South African law requires the supplier to bear the return costs, this policy will not limit those rights.
9. Refunds
Once we receive and assess the returned item, we will notify you whether your refund has been approved.
If approved, the refund will generally be made using the original payment method, where reasonably possible.
Depending on your bank or payment provider, it may take additional time for the refunded amount to reflect in your account.
Where a statutory refund period applies, we will comply with the applicable legal timeframe.
For example, under section 44 of the ECT Act, qualifying cooling-off cancellations require a full refund within 30 days of cancellation.
10. Sale Items and Promotions
Items purchased during a sale or promotional period may still be eligible for returns where required by law.
Any additional promotional return conditions will be communicated to customers before or at the time of purchase.
11. Exchanges
Where available, we may offer an exchange instead of a refund.
If the requested replacement item is unavailable, we may offer a refund or another appropriate solution.
12. Our Legal Obligations
Nothing in this Return & Refund Policy is intended to remove, restrict or limit any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.
13. Contact Us
If you have any questions about returns or refunds, please contact us through the contact details provided on our website.
Email: support@simbaluxe.co.za
Phone: 0608274226
Business Name: Simba Luxe
We are committed to handling every return fairly and providing our customers with a positive shopping experience.