Return Assurance 

What Return Assurance is
Return Assurance is an optional add-on you may choose at checkout. It provides additional cover if a return or exchange shipment is lost, damaged, or stolen while in a courier’s custody. It applies only to South African orders and returns within South Africa. 

Your standard consumer protections under South African law apply whether or not Return Assurance is added.

What it covers
When added to your order, Return Assurance provides cover for:

• Loss of a parcel while in a courier’s custody
• Damage caused during courier handling or transit
• Theft while a parcel is in the courier’s custody
• The return journey to our warehouse
• The replacement or exchange shipment sent back to you

Coverage applies only during courier transit.

What it does not cover
Return Assurance:

• Does not cover the cost of return shipping
• Does not replace or expand standard return eligibility
• Does not cover wear and tear, misuse, or customer-caused damage
• Does not cover damage caused before the parcel is handed to the courier

Return shipping costs remain the customer’s responsibility at all times.

Mandatory conditions (strictly applied)

To be eligible for Return Assurance:

• The return must be sent via a tracked courier service
• Tracking must confirm acceptance by the courier
• The parcel must be securely packaged to courier standards
• Any loss, damage, or theft must be confirmed by the courier

We reserve the right to request courier documentation or confirmation where required.

Damage assessment and fraud prevention

To ensure fairness and prevent misuse:

• All items are checked, logged, and documented before dispatch
• All returned items are inspected, logged, and documented on arrival
• Damage to outer packaging is assessed alongside internal item condition
• Damage patterns are reviewed to determine where and how damage occurred

Return Assurance does not apply where damage is inconsistent with courier handling or is reasonably assessed to have occurred before courier acceptance, including deliberate or negligent damage.

Why we offer this
Courier issues are uncommon, but when they occur, they can create delays and disputes.
Return Assurance allows us to resolve genuine courier-related issues quickly and cleanly.

Resolutions
Where Return Assurance applies, we will offer:

• A replacement item, or
• Store credit

Refunds are handled in line with our standard returns policy.