Refund policy

We want you to shop with confidence at Uzuri Online. This policy explains how change-of-mind returns, defective products, exchanges and refunds are handled. Nothing in this policy limits your rights under applicable South African consumer law.

1. Seven-Day Cooling-Off Period

For eligible products purchased online, you may cancel your purchase without giving a reason within 7 days after receiving the goods.

The product must be returned to us, and the customer is responsible for the direct cost of returning a change-of-mind purchase.

Certain products may be excluded from this cooling-off right where permitted by law.

2. Products Excluded From Change-of-Mind Returns

For hygiene, safety or product-integrity reasons, change-of-mind returns may not be accepted for:

  • Underwear or intimate garments once opened, tried on, worn or removed from sealed hygiene packaging

  • Personalised or made-to-order products

  • Perishable products or goods likely to deteriorate rapidly

  • Unsealed software, audio or video products

  • Products that, because of their nature, cannot reasonably be returned

These exclusions do not remove any rights you may have where a product is defective, unsafe, incorrect or materially different from its description.

3. Condition of Change-of-Mind Returns

Eligible change-of-mind returns should be:

  • Unused, unworn and unwashed

  • In their original condition

  • Returned with supplied tags, labels and accessories

  • In the original packaging where reasonably possible

  • Accompanied by proof of purchase

Products damaged through misuse, neglect, incorrect handling or normal wear and tear may not qualify for a refund.

4. Defective, Damaged or Incorrect Products

If a product is defective, unsafe, not of acceptable quality or not reasonably suitable for its intended purpose, you may have the right to return it within 6 months of delivery in accordance with the Consumer Protection Act.

Depending on the circumstances and your statutory rights, the product may be repaired, replaced or refunded without penalty and at the supplier’s risk and expense.

If an item arrives damaged or you receive the wrong product, please notify us within 48 hours where reasonably possible and include photographs. Reporting it quickly helps us resolve the matter faster, but a delayed report does not automatically remove your statutory rights.

5. Requesting a Return

To request a return or exchange, submit the returns form and provide:

  • Your order number

  • The product concerned

  • The reason for the request

  • Photographs where the product is damaged, defective or incorrect

Please wait for return instructions before sending the product.

6. Refunds

Returned products will be inspected after receipt.

Where a refund is approved:

  • It will be issued to the original payment method

  • Any legally required refund will be processed within the applicable statutory period, including within 30 days of cancellation where the ECTA cooling-off right applies

  • Your bank or payment provider may require additional time to reflect the refund

Original delivery charges and return shipping costs will be handled according to the reason for the return and applicable law.

7. Return Shipping Costs

  • For eligible change-of-mind returns, the customer is responsible for the direct return shipping cost.

  • For defective, damaged or incorrect products, return shipping will be handled at our or the relevant supplier’s cost where required by law.

8. Exchanges

Exchanges are subject to product and variant availability. If the requested replacement is unavailable, we will discuss the available alternatives, including a refund where applicable.

To request an exchange, submit the returns form.

9. Contact

For return, exchange or refund enquiries, email admin@uzurionline.co.za and include your order number.