Your cancellation, return and refund rights under the ECT Act and Consumer Protection Act.
Returns & Exchanges
We want you and your Frenchie to love your gear. If something isn't right, here's how it works.
Your 7‑day cooling‑off right (online purchases)
Under section 44 of the Electronic Communications and Transactions Act, you may cancel your order within 7 days of receiving it, for any reason, and receive a refund. The item must be returned unused and in its original condition and packaging. You cover the cost of returning it, and we'll refund you within 30 days of the cancellation.
Our 30‑day returns (change of mind)
Beyond the 7‑day cooling‑off period, we give you a full 30 days from delivery to return an unworn, unused item in its original packaging and tags for a refund or exchange. Return postage for change‑of‑mind returns is for your account.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, or not what you ordered, we'll make it right at no cost to you — your choice of a repair, replacement, or full refund, including any return shipping. Under the CPA you're also covered by a 6‑month warranty on defects. Please tell us within 7 days of delivery for anything damaged or incorrect, and as soon as you notice any defect.
What we can't accept back (for hygiene & safety)
- Opened or used supplements (NutriFlex) and used grooming items — unless they're faulty.
- Items that come back worn, washed, soiled or without original packaging may be refused or refunded in part.
How to return something
Email us at hello@shopsideeye.co.za (or support@shopsideeye.co.za) with your order number and a quick note on what's wrong. We'll confirm the return address and next steps. Please don't send anything back before you hear from us.
Refunds
How you're refunded
- Refunds go back to your original payment method (or as store credit, if you'd prefer).
When
- Once we've received and checked your return, we'll process the refund promptly — and always within 30 days of an accepted cancellation or return, as the law requires.
What's covered
- Faulty, damaged or incorrect items: we refund the full amount, including delivery.
- 7‑day cooling‑off cancellations: we refund what you paid; you cover the return postage.
- Change‑of‑mind returns: we refund the product price. Original delivery and return postage aren't refunded.
- Items returned not in resaleable condition may receive a reduced refund.
Questions?
Email hello@shopsideeye.co.za or WhatsApp/call 071 608 1865 — we're happy to help.