Return and Refund Policy

Thandi & Bloom is committed to fair, lawful, and efficient returns handling. This policy applies to all purchases made from Thandi & Bloom, whether online or in-store, and is intended to be read together with the Consumer Protection Act, 68 of 2008 (“CPA”) and, where applicable, the Electronic Communications and Transactions Act, 25 of 2002 (“ECT Act”).

1. General Position

There is no general automatic right to return goods simply because a customer changes their mind. Returns are accepted only where required by law or where this policy expressly allows a return, exchange, store credit, or refund.mblh+1

Nothing in this policy limits any non-excludable consumer right under South African law, including rights relating to defective, unsafe, or mis-described goods.

2. Returns Required by Law

Where goods fail to meet the quality standards required by the CPA, a customer may return the goods within six months of delivery and choose a repair, replacement, or refund, subject to the CPA and any lawful exceptions.

If goods were not reasonably examinable before delivery and are not of the type and quality reasonably expected, or if goods were purchased for a specific purpose that was disclosed to us and the goods are unsuitable for that purpose, the customer may have return rights under the CPA, including the applicable 10-business-day return period in those circumstances.

For online purchases that fall within the ECT Act cooling-off provisions, a customer may cancel within the statutory cooling-off period after receipt of the goods, without needing to give a reason, subject to the exclusions in law.

3. Change of Mind Returns

Subject to this policy, Thandi & Bloom may, at its discretion, accept change of mind returns for eligible unused/unopened/non-damaged goods within 30 days of delivery or collection. This is a store courtesy only and is not a legal right unless the transaction falls within the ECT Act cooling-off rules or another mandatory legal return right applies.

To qualify, the item must be returned in its original condition, unworn, unused, unwashed, unaltered, and fit for resale, with all original tags, labels, inserts, seals, and packaging intact where reasonably applicable.

4. Defective, Damaged, or Mis-described Goods

If an item is defective, unsafe, damaged on arrival, materially different from its description, or missing essential parts due to our error, please contact us as soon as reasonably possible and within a reasonable time after discovery of the issue.

Where a return is valid under the CPA, we will assess the item and, where the legal requirements are met, offer the remedy required by law. Depending on the circumstances, this may be a repair, replacement, or refund, and the customer’s statutory rights will not be excluded by any contrary term in this policy.

If the defect is not covered by law because the customer was expressly informed of the specific defect and agreed to accept the item in that condition, the return may be refused to the extent permitted by law.

5. Online Sales

For qualifying online transactions, the statutory cooling-off right under the ECT Act may apply, allowing cancellation within the applicable cooling-off period after receipt of the goods. Where it applies, the customer must notify us in writing and return the goods in substantially the same condition as delivered, subject to any lawful deductions or exclusions permitted by law.

The cooling-off right does not apply to transactions excluded by law, including certain special-order, personalised, consumable, and other excluded transactions. If a transaction is excluded, any return will be handled only under this policy or under mandatory legal rights that still apply.

6. Hygiene Sensitive Items

For hygiene, health, and safety reasons, we do not accept returns of items that are sealed or hygiene-sensitive if the seal has been broken, the item has been opened, or the item has been used, except where a return is required by law because the item is defective, unsafe, or mis-described.

This includes, where applicable, intimate wear, earrings, cosmetics, skincare, beauty tools that come into contact with the body, and other items that cannot be reasonably resold once opened.

7. Sale and Discounted Items

Sale, promotional, markdown, and discounted items are final sale unless the item is defective, damaged, misdescribed, or otherwise returnable under mandatory law. A discount does not remove a customer’s statutory rights, but it may limit discretionary change-of-mind returns where lawful.

8. Proof of Purchase

All returns must be supported by valid proof of purchase, such as a receipt, order number, tax invoice, payment confirmation, or other reasonable proof acceptable to us. If proof of purchase is not provided, we may refuse a discretionary return and may require additional verification before considering any claim.

9. Condition Requirements

Where a return is not made under a mandatory legal right, the item must be returned in saleable condition and with all original components, accessories, packaging, inserts, and labels. We may refuse or reduce a discretionary refund, exchange, or store credit if the item shows signs of wear, use, damage, missing parts, or tampering not caused by our error.

Customers must not attach labels, write on packaging, or apply tape directly to product boxes or branded packaging unless necessary for transport. Original packaging should be protected inside a shipping carton where possible.

10. Return Shipping Costs

Where a return is required by law because goods are defective, unsafe, or mis-described, or where another mandatory consumer right applies, we will arrange or reimburse reasonable return logistics as required by law.

Where a customer returns goods for a change of mind or under a discretionary store policy, the customer is responsible for all return shipping, courier, and risk costs unless we agree otherwise in writing. For qualifying online cooling-off returns, any lawful charge for return transport will be handled in accordance with the applicable statutory rules.

11. Inspection Process

All returned items are subject to inspection before any refund, exchange, or store credit is approved. We may reject a return if the item does not meet the conditions of this policy or if the issue falls outside the applicable legal or policy basis for return.

If an item is assessed as defective, damaged, or incorrectly supplied due to our error, we will process the return in accordance with the applicable law or offer a lawful remedy once the inspection is complete.

12. Refunds

Approved refunds will be made to the original payment method where reasonably possible, unless the law permits or the customer agrees to an alternative method. Refunds may take 30 business days from approval, depending on the payment channel and bank processing times.

Where a lawful deduction is permitted, any refund may be reduced only to the extent allowed by law, for example in relation to direct return costs or other permitted charges. No unlawful handling fee, restocking fee, or penalty will be imposed on a mandatory legal return.

13. Exchanges

Exchanges are subject to stock availability and the same condition requirements that apply to returns. If an exchange is not available, we may offer a refund or store credit where appropriate and lawful.

14. Store credit

Where a discretionary return is approved and a refund is not offered, we may issue store credit at our discretion, provided the customer has agreed to that outcome in advance or it is otherwise lawful and clearly communicated. Store credit is not offered in place of any refund or remedy that the law requires.

15. Exclusions

To the fullest extent allowed by law, we do not accept change-of-mind returns for the following: personalised or special order items; perishable goods; sealed hygiene sensitive items that have been opened; items that have been worn, used, washed, altered, or damaged after delivery; gift cards or vouchers; digital products; and any other items excluded by law or clearly marked as non-returnable at the time of purchase.

No exclusion in this policy applies to a mandatory legal return right.

16. Abuse and Fraud Prevention

We reserve the right to decline a return, refund, exchange, or store credit where we reasonably suspect abuse, fraud, serial returns, chargeback abuse, product substitution, tampering, or any attempt to misuse this policy. We may require identification, additional proof, photographs, serial numbers, or other reasonable information to verify the claim.

17. How to Start a Return

To initiate a return, please contact us at hello@thandibloom.co.za with your order number, proof of purchase, a description of the issue, and clear photographs where relevant. Returned items should only be sent to [insert shipping address] after we confirm the return authorisation and provide instructions.

If you return an item without authorisation, or to the wrong address, processing may be delayed and the parcel may be refused to the extent lawful.

18. Business details

Thandi & Bloom (Pty) Ltd.
hello@thandibloom.co.za

19. Final notice

This policy is general template language for website use and must be reviewed by a South African attorney before publication.