Refund Policy
Last updated: July 11, 2026
Overview
This Refund Policy explains how and when we issue refunds. It should be read together with our Return Policy, which covers eligibility and the process for returning a physical item.
When You're Entitled to a Refund
- Your return is approved under our 30-day Return Policy (30 days from delivery)
- An order is cancelled before it has been dispatched
- An item arrives defective, damaged, or significantly not as described
- The wrong item was shipped to you
- An order cannot be fulfilled (e.g. out of stock after payment)
How Refunds Are Issued
Refunds are paid back to your original payment method or the bank account the payment was made from. We do not issue refunds to a different account or card than the one used for the original order, except by prior written agreement.
Processing Time
Once a refund is approved, we process it within 5-10 business days. Please note that after we initiate the refund, your bank or card provider may take additional time to reflect it in your account — this final step is outside our control.
Shipping Costs
Original delivery fees are refunded in full when an item is defective, damaged, or was our error (including the wrong item being shipped). For change-of-mind returns, delivery fees are non-refundable and return shipping is the customer's responsibility. See our Return Policy for full details.
Partial Refunds
Partial refunds may apply where a returned item shows signs of use beyond inspection, is missing original packaging or accessories, or where only part of a multi-item order is being returned.
Cancelled Orders
If you cancel an order before it has shipped, we will refund the full amount paid. If an order has already been dispatched, our standard Return Policy applies instead.
Contact Us
For any refund-related questions, please contact us at sales@retailware.co.za or call +27 61 600 0554.