Refund policy

The Essentials ZA wants you to love what you buy. If something's not right, here's exactly how returns and refunds work.

This policy is written to align with South Africa's Consumer Protection Act (CPA), Act 68 of 2008, and the Electronic Communications and Transactions (ECT) Act, which govern goods bought online/via direct marketing. It doesn't override any rights you have under South African law.

1. Your Cooling-Off Right (7 Days)

Because you bought from us online, the CPA gives you the right to cancel your order within 7 days of receiving your goods, without reason and without penalty, under the direct marketing provisions of the Act.

To use this right:

  • Notify us in writing at info.essentials@gmail.com within 7 days of delivery.
  • Return the item(s) unused, in original packaging, with all tags/seals intact.
  • We'll refund you in full, excluding original delivery charges, once we've received and inspected the item.

2. Standard Returns (14 Days)

On top of your legal cooling-off right, we offer a 14-day return window from the date you receive your order, for a change of mind or wrong choice.

To qualify, items must be:

  • Unused, unworn, and in original condition
  • In original packaging with tags and seals intact
  • Accompanied by proof of purchase (order number or receipt)

Non-returnable items (for hygiene, safety, and consumable-goods reasons):

  • Opened or used consumable/essentials products where the seal has been broken
  • Items marked "final sale" or purchased on clearance
  • Gift cards
  • Perishable goods

If you're unsure whether your item qualifies, email us at info.essentials@gmail.com before sending anything back.

3. Faulty, Damaged, or Incorrect Items

This is separate from — and in addition to — the CPA's implied warranty of quality (section 56), which entitles you to a repair, replacement, or refund on defective goods for 6 months after delivery, at no cost to you.

If your item arrives damaged, faulty, or isn't what you ordered:

  1. Email info.essentials@gmail.com within 7 days of delivery with your order number and photos of the issue.
  2. We'll arrange a free collection or prepaid return, no cost to you.
  3. You'll get a full refund, replacement, or repair — your choice — once we've confirmed the fault.

4. How to Start a Return

  1. Email info.essentials@gmail.com with your order number and reason for return.
  2. We'll send you return instructions and, where applicable, a returns address.
  3. Pack the item securely with proof of purchase included.
  4. Post it back within 7 days of receiving your return authorization.

Return shipping: For change-of-mind returns, the customer covers return shipping costs. For faulty, damaged, or incorrect items, we cover the cost.

We recommend using a trackable courier — we're not responsible for returns lost in transit without tracking.

5. Refunds

Once we receive and inspect your return (usually within 2–3 business days):

  • We'll notify you by email that it's been approved or declined.
  • Approved refunds are processed to your original payment method within 5–10 business days, depending on your bank/payment provider.
  • No restocking fees apply to standard returns.

If more than 15 business days have passed since your refund was approved and you haven't received it, contact your bank first, then email us at info.essentials@gmail.com.

6. Exchanges

Want a different size, color, or variant instead of a refund? Email info.essentials@gmail.com — we'll happily arrange an exchange, subject to stock availability, under the same conditions as a standard return.

7. Order Cancellations

You can cancel an order for a full refund any time before it has shipped. Email info.essentials@gmail.com with your order number as soon as possible — once an order has been dispatched, our standard return process applies instead.

8. Contact Us

The Essentials ZA
Email: info.essentials@gmail.com