Return Policy

1. Is it 30 days from delivery or from purchase?

The 30-day return window runs from the date the order is delivered to you, not the date you placed the order or made payment. If you ordered a large or made-to-order item with a longer lead time, your 30 days still only start counting once the item is physically in your hands. You must contact us to request the return within 30 calendar days of delivery; you do not need to have the item back at our facility within that window. Calendar days include weekends and public holidays. For example, if an item is delivered on 1 June, request its return by 1 July. For orders delivered in separate shipments, the window for each item runs from its own delivery date. We use the delivery record to confirm the date; contact us if you believe it is incorrect.

2. How do I request a return?

1. Email us at sales@retailware.co.za or call +27 61 600 0554, within 30 days of delivery.
2. Include your order number, the item(s) you want to return, and the reason for the return. For damage, a defect, or an incorrect item, include photos of the product, packaging and label where possible.
3. We will confirm your return is eligible and send you a return authorization along with instructions on how and where to send the item back.
4. Wait for our authorization and instructions before sending anything. We will provide the return address and explain the shipping or collection arrangements; please do not assume it is the same as another business address.
5. Pack the item securely in its original packaging with its accessories, manuals and tags. Follow the instructions provided, and keep any shipping or collection confirmation until your return is resolved.
6. Once we receive and inspect the item, we notify you by email and process your refund.

3. What email do I contact for a return?

sales@retailware.co.za is our dedicated return and customer support address. You can also call +27 61 600 0554 during business hours (Mon–Sat, 8AM–5PM) if you'd prefer to speak to someone directly.

4. Who pays for return shipping?

• Change of mind / no longer wanted: you are responsible for the cost of returning the item to us.
• Defective, damaged on arrival, or not as described: we cover the full cost of return shipping — you pay nothing.
• Wrong item shipped (our error): we arrange and pay for collection of the incorrect item and cover delivery of the correct one, at no cost to you.

5. Does the item need to be unopened or sealed?

No — the item does not need to be factory-sealed. You may open the packaging to inspect the product, the same way you would in a physical store. What matters is that the item itself is unused, undamaged, and in resellable condition, with all original packaging, accessories, manuals, and tags included. Items that have been used, installed, or damaged after delivery may only qualify for a partial refund, or may be ineligible for return — we'll always tell you which applies before you send anything back.

6. How quickly will I get my refund?

Once your returned item arrives and passes inspection, we process the refund within 5–10 business days. We'll email you as soon as the return is received and again once the refund has been issued. Note that your bank may take a few additional days to reflect the funds in your account after we send the refund — that final step is outside our control. The 5–10 business days start after we receive the item and it passes inspection, not on the delivery date, the date you request the return, or the date you hand it to a carrier. Return transit and inspection happen before this refund processing period. Business days exclude weekends and public holidays. Bank posting time is additional and varies by provider, so the total time until funds appear can be longer. If the refund has not appeared after it has been issued, contact your bank and then contact us with your order number so we can help trace it.

7. How is the refund issued?

Refunds are issued back through PayFast to the same card or account you paid with. We do not issue refunds via cash, voucher, or to a different account or card, except by prior written agreement with you.

8. Are delivery/shipping fees refundable?

• Change of mind: the original delivery fee is not refunded, and return shipping is at your cost.
• Defective, damaged, or wrong item (our error): the original delivery fee is refunded in full, along with the product price.

9. What happens if my item arrives damaged?

Contact us as soon as possible at sales@retailware.co.za or +27 61 600 0554, ideally with photos of the damage and the packaging. We will ask you to keep the product and packaging available for assessment. We will arrange free collection of the damaged item and, at your choice, send a replacement or issue a full refund (product price and original delivery fee) — at no additional cost to you.

10. What happens if the wrong item is shipped?

If we make a mistake and send you the wrong product, contact us at sales@retailware.co.za or +27 61 600 0554. We will arrange free collection of the incorrect item and ship you the correct item at no extra charge. If you'd prefer a refund instead of a replacement, we will issue a full refund of the product price and delivery fee.

What happens after inspection?

We check the returned item and its contents against your request and notify you of the outcome. If an item shows use beyond inspection, is missing packaging or accessories, or only part of a multi-item order is returned, a partial refund may apply. We will explain any proposed reduction or ineligibility before you send the item back; contact us if you disagree with the inspection outcome. The refund processing period begins once the return has been received and has passed inspection. It does not include shipping time or bank posting time.

Can I cancel before delivery?

Contact us as soon as possible with your order number. If the order has not yet been dispatched, you can cancel it for a full refund. Once dispatched, the standard return process applies instead. See our Refund Policy for more on cancellations and refunds.

Non-Returnable Items

The following cannot be returned under this policy:

• Items marked as final sale at the time of purchase
• Personalized or custom-made items
• Items returned outside the 30-day window without a defect

These exclusions describe our standard change-of-mind policy and do not remove your rights under applicable South African consumer law. Contact us if a final-sale or custom item is defective, damaged, incorrect, or not as described, or if you need help with a return outside the standard window.

Warranty Returns

Manufacturer warranty claims made after the 30-day return window has closed are handled separately from this Return Policy — contact us with your order details and we'll direct your claim to the manufacturer or handle the repair/replacement directly. A warranty claim for a fault is different from a change-of-mind return and may still be available after the 30-day return window. See our Warranty Policy for coverage and the claims process. Nothing in this policy limits your statutory rights.

Contact Us About a Return

Email sales@retailware.co.za or call +27 61 600 0554 (Mon–Sat, 8AM–5PM). We aim to reply to every return request within one business day.