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.

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.
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. Pack the item securely, ideally in its original packaging, and send it to the return address we provide.
5. 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 0554during 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.

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 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.

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

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.

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.