Returns
Returns & Refund Policy
At ThulaBaby Co, we strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns & Refund Policy below.
Return Eligibility
To qualify for a return, the following conditions must be met:
- The return request must be submitted within 14 days of receiving your order.
- The product must be unused, unwashed, and in its original condition.
- The product must be free from damage, stains, odours, scratches, or signs of use.
- The product must be returned in its original packaging, including all accessories, manuals, tags, and protective materials.
- A valid proof of purchase (order confirmation, invoice, or receipt) must accompany the return.
- Clear photos of the product before opening and photos of the product at the time the return is requested may be required to assess the return.
- The item must be securely packaged to prevent damage during return shipping.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
- Products that have been used or assembled.
- Products that have been washed or cleaned.
- Items returned without their original packaging.
- Products damaged due to misuse, negligence, improper storage, or normal wear and tear.
- Clearance, sale, or promotional items unless faulty.
- Gift cards or digital products (where applicable).
Faulty or Damaged Products
If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of:
- The product.
- The packaging.
- Any visible damage.
Once inspected and approved, we will arrange a replacement, repair, or refund in accordance with the Consumer Protection Act.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be processed to your original payment method within 5–10 business days.
- Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty, damaged on arrival, or incorrectly supplied.
- We recommend using a tracked courier service, as we cannot be held responsible for parcels lost during return transit.
Inspection Process
All returned products are inspected upon arrival.
We reserve the right to refuse a return if:
- The product shows signs of use.
- The product is damaged after delivery.
- Accessories or packaging are missing.
- The return does not meet the conditions outlined in this policy.
Consumer Protection Act (South Africa)
Nothing in this Returns Policy limits or excludes any rights you may have under the South African Consumer Protection Act, 2008 (Act No. 68 of 2008). Where the CPA provides greater protection than this policy, the provisions of the CPA will apply.
Contact Us
If you have any questions regarding returns, please contact our Customer Support team before sending any items back.
Email: support@[yourstore].co.za