Returns & Refund Policy

At Isibuko Somenzi, we want you to be satisfied with your purchase. This Returns & Refund Policy explains your rights and our procedures in accordance with the Consumer Protection Act (CPA) of South Africa.

1. Returns Under the CPA (Cooling-Off Period)

In terms of Section 44 of the Electronic Communications and Transactions Act, you are entitled to cancel your order within 7 days of receiving your goods, without providing a reason.

To qualify:

You must notify us in writing within 7 days of delivery.
The item must be returned in its original condition and packaging.
The item must not have been used or damaged.
The customer will be responsible for all return courier fees unless the item was incorrect or defective upon delivery

Return shipping costs during the cooling-off period may be for the customer’s account unless the product is defective.

2. Defective or Damaged Goods

If you receive a defective, damaged, or incorrect item, you must notify us within 6 months of delivery, as provided under the Consumer Protection Act.

You may choose:

A repair
A replacement
A full refund

The item will be inspected upon return. If the defect is confirmed, we will cover the reasonable return shipping costs.

3. Non-Returnable Items

The following items may not be eligible for return unless defective:

Custom-made or personalised products
Items that have been used, altered, or damaged after delivery
Intimate or hygiene-sensitive goods (if applicable)

4. Return Process

To initiate a return, please contact us at:

Email: [Insert Email Address]
Phone: [Insert Phone Number]

Please include:

Your order number
A description of the issue
Clear photos (if the item is damaged or defective)
Once approved, we will provide return instructions.

5. Refunds

Refunds will be processed once the returned item has been received and inspected.

Approved refunds will be issued via the original payment method.

Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.

6. Exchanges

We may offer exchanges subject to stock availability. If the requested item is unavailable, a refund may be issued instead.

7. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

Check with your bank or payment provider.
Contact us if the issue persists.

8. Contact Us

If you have any questions about returns or refunds, please contact:

Isibuko Somenzi
Email: [Insert Email]
Phone: [Insert Phone Number]
Address: [Insert Physical Address]