Returns policy

1Time limits

The clock starts on the day the parcel is delivered or collected, not the day you ordered.

2Changed your mind

Because you bought online without seeing the product first, the law gives you a seven-day cooling-off period. You can send back anything unopened and unused, in its original sealed packaging, within 7 days of delivery, without giving a reason.

We refund what you paid for the item. If you return your whole order, we also refund the delivery fee you paid. The only cost to you is sending it back to us.

3Items we can't take back

We also can't accept:

• items damaged after delivery through misuse or careless storage;
• opened fragrance, room sprays and cleaning or pest-control products, unless they are faulty;
• stock marked final sale at the time you bought it — though faulty items are still covered.

4Damaged or wrong items

Please open your parcel as soon as it arrives. If something is broken, leaking, or not what you ordered, message us within 48 hours with your order number and a photo.

We replace it free of charge — or refund you if you would rather — and we arrange and pay for the collection. You never pay to send back our mistake or the courier's.

5Faulty items (6-month warranty)

The Consumer Protection Act gives you six months to return goods that are defective, unsafe, or not fit for the purpose they're normally used for. You choose whether we repair, replace or refund.

For our products, "faulty" includes things like a product that arrived expired, contaminated, spoiled before its best-before date, or with a broken seal. It doesn't cover normal use, misuse, or a product simply not being to your taste — for that, see Changed your mind.

Nothing in this policy takes away any right you have under the Consumer Protection Act.

6How to return something

1. Tell us. Send us a message or email hello@faircart.co.za with your order number and what you're returning.
2. Get a return reference. We reply within one working day with the reference and where to send the item.
3. Pack it well. Use the original packaging if you can, and write the return reference on the parcel.
4. Send or drop it off. Keep your tracking or drop-off slip until the refund is in your account.
5. We check and refund. Once it arrives we inspect it and refund you — see Refunds.

Please don't send anything back without a return reference: we may not be able to match it to your order.

7Refunds

We refund by EFT to the account you paid from, within 5 working days of your return reaching us — and never later than the 30 days the law allows. We email you when it has been paid.

If you paid with a coupon, we refund the amount you actually paid, not the full price.

8Cancelling an order

Contact us before your order is packed and we'll cancel it and refund you in full. Once it's with the courier, it becomes a return and the steps above apply.

If you've changed your mind before paying, just don't pay — we hold stock for 48 hours while we wait for payment, and may cancel an unpaid order after that. Nothing is owed on an order you never paid for.

9Trade orders

Stock bought on a trade account at wholesale prices can be returned unopened within 7 days on the same terms as above, and faulty stock is covered in the same way.

We can't take back stock just because it didn't sell — that risk comes with the wholesale price. If you're unsure about a new product, start with a small order.