Refund policy

RETURNS & REFUND POLICY

Last Updated: August 2026

At HIS&herhaven™, customer satisfaction is important to us. We take pride in providing premium satin-lined beanies and hair care products. This Returns & Refund Policy explains your rights and our procedures in accordance with South African consumer law.

This policy applies to products purchased from HIS&herhaven™ and forms part of the HIS&herhaven™ Terms and Conditions. Words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise.

Nothing in this policy is intended to limit your statutory rights in any way.

1. GENERAL RETURNS & REFUNDS

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair, replace it, or credit your account, subject to the terms below.

Returns, refunds and exchanges will not be permitted on bespoke, made-to-order, promotional, sale and/or clearance items, except where required by applicable law.

Discounts cannot be converted to cash. If a discount is not applied due to a technical error, the discounted amount may be transferred to a gift voucher for use on your next purchase.

2. COOLING-OFF PERIOD — ONLINE PURCHASES

As per the Electronic Communications and Transactions (ECT) Act, consumers may have a general right to return certain goods purchased through direct marketing/online transactions within seven (7) days after delivery, subject to the requirements of the Act.

If you are not satisfied with any product you have purchased from us, please notify us at:

Email: hisandher@gmail.com

Notification should be made within 7 days of receiving your order.

The customer will be responsible for the costs associated with returning an unwanted product where permitted by law.

3. UNWANTED PRODUCTS / CHANGE OF HEART

In general, you can return an unwanted product or a product returned due to a change of heart, provided that:

  • The return complies with the applicable 7-day cooling-off period under the ECT Act, where applicable.
  • The product is undamaged and unused, with the original labels and stickers still attached.
  • The product is in its original packaging, which must be undamaged and in its original condition, with all seals still intact where applicable.
  • The product is not missing any accessories or parts.
  • The product is not listed under Section 4 – Products Not Eligible for Return.
  • Sale items cannot be returned, refunded or exchanged, except where required by applicable law.

You would need to log a return on the Website or email orders@ hisandherhaven@gmail.com or contact us via our contact number within 7 days of delivery to you or collection by you of the unwanted product.

We will arrange upliftment at competitive pricing where applicable.

A standard 10% handling fee may be charged on orders where a customer has experienced a change of heart and requests to return the order outside of the applicable cooling-off period, where permitted by law.

The handling fee may be deducted from the final purchase amount to cover the costs of uplifting the items by courier, order fulfilment costs and transactional fees.

Bespoke / Made-to-Order Purchases

Any order that meets either of the following criteria is classified as a Bespoke / Made-to-Order (MTO) purchase:

  • The total order contains more than 10 units in aggregate; or
  • The order includes multiple or singular items featuring the same print, canvas colour or leather colour.

Because these items are custom-made specifically to fulfil your request, MTO orders are strictly final sale. We cannot approve or accept exchanges, returns or refunds for these items once the order is placed, except where required by applicable law.

4. PRODUCTS NOT ELIGIBLE FOR RETURNS

The following products are not eligible for a refund, exchange or credit, except where required by applicable law:

  • Any bespoke orders.
  • Electronic vouchers.
  • All sale and promotional items, including Black Friday items.
  • Products which have been personalised for you or made to your specifications from the options selected online, unless defective.
  • Made-to-order products as described in this policy.

5. RETURN INSPECTION & REFUNDS

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return, or refund you if that is your preference, subject to applicable law.

Please bear in mind that refunds can take up to 7 working days to be processed by our accounts department.

We are entitled to refuse a return where the unwanted product is returned damaged, used, not in a re-saleable condition, or is missing any accessories, subject always to your statutory rights under applicable law.

6. EXCHANGES

Products can be exchanged for a different size provided that:

  • The requested variation is available; and
  • The requested variation is available at the same price as the product originally purchased.

In such a case, we will collect the product from you at a cost which we will quote you on and deliver the requested replacement product to you at a quoted return cost, which will be a minimal charge.

We reserve the right to inspect the product to validate your return. Action will only be taken once the item has been sent back to the HIS&herhaven™ facility for full inspection.

7. INCORRECT PRODUCT / PRODUCT NOT AS DESCRIBED

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, or if the product is missing any accessories, please notify us.

We will arrange to collect the product from you at no charge, where the error is attributable to us.

Once we have inspected the product and validated your return, you may, subject to applicable law, choose to:

  • Receive the correct product as soon as possible, if the correct product is available; or
  • Receive a credit for the purchase price of the product; or
  • Receive a refund of the purchase price, where applicable.

8. PRODUCTS DAMAGED ON DELIVERY

Should a product be damaged at the time of delivery or collection, please notify us as soon as reasonably possible by logging a return on the Website or contacting us.

We will arrange to collect the product from you at no charge where the damage occurred prior to delivery or is otherwise our responsibility.

Once we have inspected the product and validated your return, you may, subject to applicable law, choose to:

  • Have the product repaired;
  • Have the product replaced, if replacement is possible; or
  • Receive a credit or refund of the purchase price.

Credits and refunds are normally handled within 8 days of logging the return. Please bear in mind that refunds may take approximately 1–4 working days to reflect in your account after processing.

Repairs and replacements could take longer depending on parts or replacement availability.

9. DEFECTIVE PRODUCTS

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect?

A defect is a material imperfection in the manufacture of a product or any characteristic of a product which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will not generally be regarded as defects where they result from the customer's actions or circumstances and, where permitted by law, will not entitle you to a return under this section:

  • Faults resulting from normal wear and tear.
  • Damage arising from negligence, user abuse or incorrect usage of the product.
  • Damage arising from electrical surges or sea air corrosion.
  • Damage arising from a failure to adequately care for the product.
  • Damage arising from unauthorised alterations to the product.
  • Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

10. STANDARD WARRANTY

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 1 months after delivery or collection of the product, except where an extended supplier warranty applies.

You can do so by logging a return on the Website or contacting us.

Where applicable, we will arrange to collect the product from you at no charge.

Once we have inspected and validated the return, we will, subject to applicable law:

  • Repair or replace the product, if possible; or
  • Credit your account with the purchase price; or
  • Refund you, where applicable.

Credits and refunds are normally handled within 8 days of logging the return. Refunds may take approximately 1–4 working days to reflect in your account after processing.

Repairs and replacements could take longer depending on parts or replacement availability.

Please provide suitable packaging for returning the product. The packaging does not need to be the original packaging. You must also return all accessories that were sold with the defective item.

Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Where there is no extended supplier warranty period, we cannot facilitate returns that fall outside the applicable 6-month period, subject to your statutory rights under applicable law.

11. EXTENDED SUPPLIER WARRANTY

A product may have a supplier warranty that extends beyond the standard 6-month period. Where an extended supplier warranty applies, this will be stipulated on the relevant product page.

If such a product turns out to be defective more than 6 months after delivery or collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the applicable extended supplier warranty period.

We will facilitate the return of the product to the relevant supplier at no charge where applicable.

Unfortunately, we cannot facilitate returns that fall outside the applicable extended supplier warranty period, subject to applicable law.

Please note that any extended supplier warranty is subject to the terms and conditions imposed by the relevant supplier or manufacturer. These terms are usually stated in a brochure or leaflet inside or on the product packaging.

It is your responsibility to make yourself aware of these terms and conditions.

Please provide suitable packaging for returning the product, together with all accessories that were sold with the defective item.

Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.

It is also important to note that the supplier or manufacturer may determine whether the item will be repaired, replaced or refunded in accordance with the applicable supplier warranty.

12. VOUCHERS

Where you have used a voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for the portion of the purchase price that was paid using the voucher.

Instead, that portion will be credited to your account or otherwise handled in accordance with the applicable voucher terms.

13. RETURN & COLLECTION CHARGES

If you return a defective product to us but fail to return all of the accessories that were sold with that product, we are entitled, subject to applicable law, to:

  • Refuse the return where legally permitted;
  • Replace only the item that you returned; or
  • Estimate the value of the missing accessories and only credit or refund you in respect of the returned item.

If you return items to us by mistake and want these items returned to you, you may be liable to reimburse HIS&herhaven™ for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable, subject to applicable law, for the cost of collecting the product from you and the cost of having the product returned to you.