Refund policy
Returns, Refunds & Exchanges Policy
Last Updated: [24/07/2026]
At Homley, we want you to love every purchase. If you're not completely satisfied, we're here to help. This policy explains your rights and our procedures for returns, refunds and exchanges.
Nothing in this policy limits or excludes any rights you may have under South African consumer protection laws.
1. Change of Mind Returns (Online Orders)
If you purchased an item through our website and simply changed your mind, you may request a return within 14 days of receiving your order in accordance with the Electronic Communications and Transactions Act (ECTA).
To qualify:
- The item must be unused.
- The item must be in its original condition.
- Original packaging, accessories and manuals (where applicable) must be included.
- Proof of purchase is required.
For change-of-mind returns:
- The customer is responsible for the cost of returning the item.
- Original delivery charges are non-refundable unless required by law.
- Once we have inspected and approved the returned item, your refund will be processed.
2. Faulty, Damaged or Defective Products
If your item:
- arrives damaged,
- is defective,
- is not fit for its intended purpose,
- or does not match its description,
please contact us as soon as possible.
Under the Consumer Protection Act, qualifying products are covered by an implied warranty of quality for 6 months from the date of delivery. During this period you may be entitled to a repair, replacement or refund, depending on the circumstances and the applicable law.
Where a product is confirmed to be defective:
- Homley will arrange the return of the item where appropriate.
- No return shipping costs will be charged to you for approved warranty claims.
- Refunds will be issued to the original payment method where applicable.
3. Incorrect Items
If you receive the wrong item, please notify us within 14 days of delivery.
We will arrange collection of the incorrect product and send the correct item at no additional cost to you.
4. Items That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns on:
- Products that have been used where hygiene cannot reasonably be restored.
- Items damaged due to misuse, negligence or accidental damage.
- Products altered or modified after delivery.
- Gift cards or digital products (where applicable).
This does not affect your statutory rights relating to defective goods.
5. Return Process
To request a return:
Email us at:
Please include:
- Your order number
- Your full name
- Reason for the return
- Photos (if the product is damaged or defective)
Our team will provide return instructions within 2 business days.
Please do not return products without first contacting us.
6. Refunds
Once your returned item has been received and inspected:
- We will notify you of the outcome.
- Approved refunds will be processed to your original payment method.
- Depending on your payment provider, refunds may take several business days to appear.
7. Exchanges
If you would prefer a replacement instead of a refund, simply let us know when submitting your return request.
Exchanges are subject to product availability.
8. Packaging
Where possible, please return items in their original packaging to help protect them during transport.
If original packaging is unavailable for a warranty claim, please package the item securely to prevent shipping damage.
9. Contact Us
If you have any questions regarding this policy, please contact us.
Homley
