At House of Cashabella, we pride ourselves on delivering premium quality products. We understand that sometimes a purchase might not work out as expected. Our Returns and Refund Policy is designed to be fair, transparent, and fully compliant with the South African Consumer Protection Act (CPA).
1. Standard Products (7-Day Return Policy)
For standard, non-customized products, we offer a 7-day return window from the date of delivery.
To be eligible for a return, your item must meet the following criteria:
- The item must be unused, unwashed, and in the same condition that you received it.
- It must be in the original packaging with all tags, labels, and protective seals intact.
- You must provide a receipt or proof of purchase (your order number).
If 7 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange for "change of mind".
2. Customized & Bespoke Products (Strictly Non-Refundable)
Many of our products allow for personalization (e.g., custom text, names, uploaded images, or specific bespoke modifications). Because these items are manufactured specifically for you, they cannot be resold to anyone else.
- Customized products are strictly exempt from being returned or refunded.
- We do not offer refunds or reprints for customer errors, including typos, spelling mistakes, grammar errors, or the uploading of low-resolution/blurry images.
- Please review your custom inputs very carefully on the checkout page before submitting your order.
The only exception to this rule is if the customized item arrives materially defective or if our production team made a clear error that differs from the exact instructions you submitted at checkout.
3. Defective or Damaged Goods
We thoroughly inspect all items before handing them over to The Courier Guy. However, if your product arrives defective, damaged in transit, or is the incorrect item, please notify us within 48 hours of delivery.
- Please email us at info@houseofcashabella.co.za with your order number and clear, well-lit photographs of the defect or damage (including the outer courier packaging).
- Once we assess and approve the claim, we will arrange for the defective item to be collected at our expense.
- You will have the choice of a full refund, store credit, or an expedited replacement of the exact same item.
4. Return Shipping Costs
Depending on the reason for the return, shipping costs are handled as follows:
- Defective/Incorrect Item: House of Cashabella covers all return shipping and replacement courier costs.
- Change of Mind (Standard Items Only): You will be responsible for paying your own courier shipping costs to return your item to us.
- Original Shipping Fees: The original courier fee you paid during checkout is non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your total refund amount.
5. The Refund Process
If your return is approved, you will be notified via email.
- Once we receive and inspect the returned item at our facility, we will process your refund within 3 to 5 business days.
- Refunds are processed back to the original method of payment (via PayFast).
- Please note that depending on your bank or credit card provider, it may take an additional 3 to 7 business days for the funds to officially reflect in your account.
6. Order Cancellations
If you wish to cancel an order, you must do so immediately by contacting us.
- If the order has not yet been processed or sent to production, we will cancel it and issue a full refund.
- If a custom order has already entered the printing/production phase, it cannot be cancelled or refunded.
- If a standard order has already been dispatched with the courier, you will need to receive the item and log a formal return (shipping fees will be at your expense).
How to Initiate a Return
To request a return, exchange, or report a damaged item, please contact our support team:
