Returns & Refunds Policy

1) Returns – General Rules

We want you to shop with confidence. If you are not satisfied with your purchase, you may request a return in line with this policy and South African consumer laws.

Returns may be accepted for:

• Incorrect item delivered
• Damaged item on delivery
• Defective or faulty item
• Item not as described
• Unwanted item (change of mind) (where applicable)

All returns are subject to:

• The product being returned within the return period
• The product being in its original condition (unless faulty/damaged)
• Proof of purchase (order number / invoice)

2) Return Timeframes

2.1 Change of mind (Unwanted items)

You may request a return within 7 days of delivery, provided that:

• The item is unused, unwashed, and in original packaging
• The item is still in resellable condition
• All accessories, manuals, free gifts, and parts are included

Note: Return shipping fees may apply for change-of-mind returns unless otherwise stated.

2.2 Damaged, defective, or incorrect items

You must report the issue within 48 hours of delivery, with clear photos/videos showing:

• The damage or fault
• The packaging (if applicable)
• The product label or identifying details

If approved, you may qualify for a refund, replacement, or repair, depending on the product and supplier availability.

3) Items That Cannot Be Returned

For hygiene, safety, and legal reasons, the following items may not be eligible for return unless defective:

• Products marked “Final Sale”, “Clearance”, or “Non-Returnable”
• Used, washed, or altered items
• Items missing original packaging or accessories
• Gift cards / vouchers / digital products
• Customised or made-to-order items (unless faulty)

4) How to Request a Return

To request a return, please contact us at:

support@warmnest.co.za

Include:

• Order number
• Full name & contact number
• Item name(s)
• Reason for return
• Photos/videos (if damaged/defective/incorrect)

Once approved, we will provide return instructions and the return address or collection details.

5) Return Condition Requirements

Returned items must be:

• Packed securely to prevent damage during transit
• Returned with all original components (tags, manuals, accessories)
• In original condition (unless defective/damaged)

Warmnest and/or the Seller reserves the right to reject returns that do not meet these requirements.

6) Refunds

6.1 Refund method

Refunds are processed to the original payment method used at checkout (e.g., card, EFT, PayFast).

6.2 Refund processing time

Once the returned item is received and inspected:

• Refunds are typically processed within 5–10 business days
• Banking processing times may vary depending on your bank/payment provider

6.3 Partial refunds

A partial refund may apply if:

• The item is returned in incomplete condition
• The product is returned damaged due to poor packaging during return shipping
• Accessories or original components are missing

7) Exchanges

Exchanges may be offered depending on product availability. If you request an exchange and the item is unavailable, we will issue a refund instead.

8) Return Shipping & Collection Fees

8.1 If the return is our fault (wrong item, defective, damaged)

Warmnest or the Seller will cover the return shipping cost where applicable.

8.2 Change of mind returns

The customer may be responsible for return shipping costs unless otherwise stated.

9) Marketplace Seller Products (Third-Party Sellers)

Warmnest Marketplace includes products sold by independent Sellers.

• Some products are shipped directly by Sellers.
• Returns may be handled by the Seller under this policy.
• Warmnest may assist with communication and resolution, but the final approval may depend on the Seller's return conditions.
• Warmnest reserves the right to suspend or restrict Sellers who do not meet customer service and return standards.

10) Faulty Goods & Consumer Rights (South Africa)

In line with the Consumer Protection Act (CPA), customers may have the right to return defective goods within a reasonable period, subject to assessment.

If a product is confirmed defective, you may be entitled to:

• Repair
• Replacement
• Refund

This does not apply to damage caused by:

• Misuse or negligence
• Normal wear and tear
• Incorrect installation or handling
• Unauthorised repairs/modifications

11) Order Cancellations

If your order has not yet been shipped, you may request a cancellation by contacting support immediately.

If the order has already been shipped, it will be treated as a return once delivered (subject to return eligibility).

12) Contact Us

For help with returns or refunds, contact:

support@warmnest.co.za

Warmnest Marketplace Support