Returns & Exchanges
Returns, Exchanges & Refunds Policy
We want you to shop confidently at Uzuri Online. This policy explains how returns, exchanges and refunds are handled. It does not limit any rights that cannot lawfully be excluded under applicable consumer-protection legislation.
1. Change-of-Mind Returns
For eligible products purchased online, you may request a return within seven calendar days after receiving the goods.
The item must be:
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Unused, unworn and unwashed
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In its original condition
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Returned with its original tags, labels, accessories and packaging, where applicable
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Free from damage, alterations, stains or signs of use
For an approved change-of-mind return, you are responsible for the direct cost of returning the item.
2. Damaged, Defective or Incorrect Products
If a product arrives damaged, defective or is not the product you ordered, please report it as soon as reasonably possible. Reporting delivery damage within 48 hours, with photographs where available, helps us resolve the matter quickly. However, this request does not limit your statutory rights.
Where the Consumer Protection Act applies, qualifying defective goods may generally be returned within six months after delivery. Depending on the circumstances and your applicable rights, you may request a repair, replacement or refund.
Uzuri Online will cover reasonable return costs where goods are confirmed to be defective, damaged on delivery or incorrectly supplied.
3. Products Not Eligible for Change-of-Mind Returns
Unless defective, damaged, incorrectly supplied or otherwise returnable by law, we do not accept change-of-mind returns for:
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Underwear, intimate garments or other hygiene-sensitive products once their packaging or hygiene seal has been opened
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Personalised, customised or made-to-order products
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Perishable products
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Products that have been used, worn, washed, altered, damaged or soiled after delivery
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Products missing their original tags, packaging, accessories or components
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Sealed software, audio, video or similar products once opened
4. Requesting a Return or Exchange
Submit a request using the Returns & Exchanges form below.
Please provide:
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Your name and contact details
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Your order number
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The product concerned
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The reason for the request
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Photographs or supporting information where relevant
We will review your request and provide return instructions. Please do not send products back before receiving those instructions.
5. Return Shipping
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For approved change-of-mind returns, the customer is responsible for the direct return-shipping cost.
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For confirmed defective, damaged or incorrectly supplied products, Uzuri Online will cover reasonable return-shipping costs.
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Products remain the customer’s responsibility until received, so tracked shipping is recommended.
6. Refunds
Once a return is approved, refunds will ordinarily be made to the original payment method.
Refund processing times may vary depending on the payment provider. Where a statutory cooling-off right applies, eligible amounts will be refunded within the period required by applicable law.
Original expedited-delivery charges, international duties and taxes might not be refundable unless required by law.
7. Exchanges
Exchanges are subject to stock availability. If the requested replacement is unavailable, we will discuss an appropriate alternative, refund or store credit with you, subject to your applicable consumer rights.
8. International Orders
Customers outside South Africa may have additional mandatory rights under the laws of their country. Nothing in this policy is intended to exclude rights that cannot lawfully be waived.
9. Contact
Submit your request through our Returns & Exchanges form or email: