Refund policy

We explain our return options below so you know what to expect. Nothing in this policy limits any right that South African consumer law gives you.

Changing your mind after an online purchase

Under our voluntary change-of-mind policy, we will accept a return for a full refund of the product price when the return is requested within seven days after you receive the product and the product is unused, undamaged and remains in its original, unopened packaging.

This voluntary condition does not reduce any statutory right. For transactions covered by section 44 of the Electronic Communications and Transactions Act, you may cancel the purchase of goods without reason or penalty within seven days after receiving them. You are responsible only for the direct cost of returning the goods. Where this right applies and you have already paid, we will refund the payment within 30 days after cancellation. Where opening the packaging was reasonably necessary to inspect the goods, or the goods are incorrect, damaged, unsafe or defective, the applicable legal remedies remain available.

Some goods or transactions may fall within statutory exceptions. We will identify any relevant exception on the product page or explain it when you contact us; we will not apply a blanket exclusion that removes your legal rights.

Incorrect, damaged, unsafe or defective goods

If goods are incorrect, damaged on delivery, unsafe or defective, contact us promptly. Where the Consumer Protection Act applies, goods must meet its quality standards. If they do not, you may return them within six months after delivery at our risk and expense, without penalty, and choose a repair, replacement or refund, subject to the Act’s applicable conditions and exceptions. This does not limit any other warranty or right available to you.

How to request a return

Email info@cartculture.co with your order number and the item you want to return. If an item is damaged or defective, include photographs where possible. We will provide return instructions, including the appropriate destination and who is responsible for the direct return cost.

For a change-of-mind return where the law permits the customer to bear the direct return cost, the customer may either send the parcel to the Shell Lakeside PUDO Locker or deliver it to the address listed on our Returns & Refunds page. Please contact us for the correct recipient and locker-booking details before sending a parcel.

If goods are incorrect, damaged on delivery, unsafe or defective and the law places the return at our risk and expense, Cart Culture will arrange or reimburse the appropriate return method. The customer will not be required to pay a cost that the law places on Cart Culture.

Condition of returned goods

Please keep the product, accessories and packaging together where reasonably possible. We may apply a lawful, reasonable charge for use, consumption or restoration only where the circumstances and applicable law permit it. We will not charge for opening packaging where opening it was reasonably necessary to inspect the product.

Refund method

Approved refunds will be issued to the original payment method unless we agree otherwise. Bank and payment-provider processing times may affect when the amount appears in your account.

For help, see our Contact page.