CARTOVA RETURNS, REFUNDS AND EXCHANGES POLICY

Last updated: [15/10/2026]

1. Our approach to returns

We want you to shop with confidence. This policy explains when you can return, exchange, repair, or get a refund for a product.

If something’s wrong on our end — the item is incorrect, damaged, defective, missing parts, or not as described — we’ll treat you fairly and sort it out. At the same time, we do need to protect the business against misuse of our returns process, especially for items that are opened, used, hygiene-sensitive, perishable, or heavily discounted.

This policy should be read together with our Website Terms and Conditions, Shipping and Delivery Policy, and Payment Policy.

2. How to request a return

To request a return, please submit a request through our Contact Us page or Help Centre on the Cartova website.

Please choose the relevant returns, refunds or exchanges option and include:

your order number;
your full name and surname;
your contact number;
the product name;
your reason for the return;
photos, where applicable;
a description of the issue; and
whether you’d like a refund, replacement, repair, or exchange, where available.

Please don’t send or drop off items to us without prior return authorisation — once we approve your return request, we’ll arrange collection or send you return instructions.

3. Who pays for return collection

Generally, whoever is responsible for the reason behind the return pays the collection or delivery cost, where the law allows this.

We’ll usually cover the return cost if, for example:

we sent you the wrong item;
the item arrived damaged;
the item is confirmed defective;
the item is materially not as described; or
we made an error.

You may be responsible for the return cost if, for example:

you changed your mind;
you ordered the wrong item by mistake;
you gave us an incorrect address;
you weren’t available for collection or delivery;
you refused delivery without a valid reason;
your return is rejected after inspection; or
the return falls outside this policy.

4. Important timelines

Please report any issues within the timeframes below — the sooner you let us know, the easier it is for us to investigate.

Return reason	Time period
Wrong item delivered	Within 48 hours of delivery
Damaged on delivery	Within 48 hours of delivery
Missing item, part or accessory	Within 48 hours of delivery
Perishable or fresh grocery issue	Within 24 hours of delivery
Eligible change-of-mind return	Within 7 days of delivery
Clothing/shoes size issue	Within 7 days of delivery
Defective product	As provided by law, including your rights under the Consumer Protection Act
Manufacturer warranty claim	As provided by the manufacturer’s warranty

Reporting an issue late can make it difficult for us to properly investigate delivery damage, missing items, or courier issues — so where the law allows, we may decline late claims.

5. Wrong item delivered

If we deliver the wrong item, please let us know within 48 hours of delivery.

We may ask for photos of the product you received, the packaging, the courier label, your invoice or order slip, and everything that came with the parcel.

Once we’ve confirmed the mistake, we’ll arrange collection and either replace the item, deliver the correct one, or refund you — and we’ll cover the reasonable return and replacement delivery costs, since this was our error.

6. Damaged on delivery

If your product arrives damaged, please let us know within 48 hours of delivery.

In the meantime, please hold onto the product, its original packaging, the courier label, and everything that came with it, so we can properly investigate.

We may ask for photos showing the external packaging damage, internal packaging, the damaged product itself, the courier label, and all accessories or parts.

Once confirmed, we may repair, replace, exchange, or refund the product, depending on what’s most appropriate.

7. Missing items or accessories

If something’s missing — an item, accessory, manual, part, or component — please let us know within 48 hours of delivery.

Once confirmed, we’ll supply the missing part, replace the product, arrange collection, or refund you for the affected item.

8. Perishable or fresh grocery issues

Please report any issues with perishable, fresh, or short-dated groceries within 24 hours of delivery. We may ask for photos and batch or expiry date details.

Please note: perishable and fresh goods generally can’t be returned for change of mind.

9. Change-of-mind returns

If you simply change your mind, eligible products can be returned within 7 days of delivery, provided the item is:

unused and unopened, where applicable;
undamaged and complete;
in its original packaging;
accompanied by all accessories, manuals, and parts; and
has all tags, labels, seals, and protective packaging intact.

We may decline a change-of-mind return if the item is opened, used, damaged, incomplete, dirty, altered, tampered with, missing its packaging, or otherwise not in a resaleable condition.

You may be responsible for the return delivery and handling costs for change-of-mind returns, where the law allows this.

10. Items we can’t accept opened for change of mind

For hygiene and safety reasons, we generally can’t accept opened items back for change-of-mind returns. This applies especially to:

beauty products, cosmetics, fragrances and skincare;
health products and supplements;
baby feeding items and personal hygiene items;
food, groceries and other consumables;
pet food;
chemicals; and
electronics where packaging, seals, or accessories are missing.

This doesn’t affect your legal rights if the item is defective, damaged, incorrect, unsafe, or not as described — those returns are handled separately. See Clauses 5, 6, and 13.

11. Clothing and shoes

Clothing and shoes can be returned for change of mind or a size issue if:

you request the return within 7 days of delivery;
the item is unworn, unused, and clean;
all labels, tags, and hygiene stickers are still attached; and
you include the original packaging.

We may decline items that show signs of wear, odour, washing, alteration, staining, damage, or missing labels/tags.

12. Electronics

Electronics can be returned for change of mind if:

you request the return within 7 days of delivery;
the item is unused, with all seals and packaging intact, where applicable;
all accessories, manuals, cables, and parts are included; and
the product hasn’t been registered, activated, damaged, or altered.

Defective electronics are handled differently — see Clause 13. We may need to inspect, test, or refer the item to the supplier or manufacturer before approving a repair, replacement, or refund.

13. Defective goods

If a product is defective, unsafe, or doesn’t meet the required quality standard, you may have rights under South African consumer protection law.

We may inspect, test, or assess the product ourselves, or refer it to the supplier, manufacturer, or an authorised service centre. If it’s confirmed defective and you have a valid legal remedy, we’ll repair, replace, or refund the product, depending on the circumstances.

We may decline a defective goods claim where the issue was caused by:

misuse, abuse, or negligence;
accidental or liquid damage not covered under warranty;
power surges;
normal wear and tear;
not following the provided instructions;
unauthorised repairs or modifications;
incorrect installation; or
using the product for something it wasn’t intended for.

14. Manufacturer warranties

Some products come with a manufacturer’s warranty. These warranties are provided by the manufacturer, importer, or supplier, and may have their own terms, exclusions, and claims process.

We’re happy to help you with a warranty claim where we reasonably can, but the final outcome may depend on the manufacturer, supplier, or authorised service centre. Warranty claims don’t cover damage caused by misuse, negligence, unauthorised repairs, normal wear and tear, or other excluded causes.

15. What can’t be returned for change of mind

The following generally can’t be returned for change of mind — unless the item is defective, damaged, incorrect, unsafe, or not as described:

food, groceries, beverages, and everyday consumables;
perishable or fresh goods;
opened health products, supplements, and vitamins;
opened beauty products, cosmetics, skincare, and fragrances;
personal care and hygiene items, once opened or used;
baby bottles, teats, pacifiers, formula, nappies, wipes, breast pumps, and similar items, once opened or unsealed;
underwear, lingerie, swimwear, socks, and similar hygiene-sensitive clothing;
pierced jewellery, earrings, and similar hygiene-sensitive accessories;
opened printer cartridges, ink, and consumables;
pet food, treats, and pet health items, once opened;
pool or garden chemicals, once opened, leaking, damaged, or tampered with;
software, digital codes, vouchers, downloads, and electronic content, once delivered, redeemed, or downloaded;
personalised, customised, or specially ordered goods, once production or procurement has started; and
clearance or final-sale items, where clearly marked, subject to your statutory rights.

16. Sale, clearance and promotional items

Sale, clearance, promotional, discounted, or final-sale items may have stricter return rules, and — where clearly stated before purchase — may not be returnable for a simple change of mind.

Your statutory rights remain unaffected if the item is defective, damaged, incorrect, unsafe, or materially not as described.

17. Restocking, handling and collection fees

Where the law allows, we may charge a reasonable collection, handling, or restocking fee — particularly for change-of-mind returns, failed return collections caused by the customer, customer-caused redelivery, bulky or heavy item collection, or returns needing extra handling.

We won’t charge these fees if the return is due to our error, confirmed delivery damage, or a confirmed defective product, unless the law specifically allows it.

18. Inspecting returned items

We may inspect all returned products before approving a refund, replacement, repair, or exchange.

We may decline a return if the product is used where it should be unused, opened where it should be sealed, damaged by the customer, incomplete, missing its accessories or original packaging, not the same product we supplied, outside the return period, excluded from returns, tampered with, or returned for an abusive or fraudulent reason.

19. How refunds are paid

Approved refunds go back to your original payment method, wherever this is reasonably possible. We don’t offer store credit as our default refund method.

Refunds may take a little longer if your bank, card issuer, or payment provider needs additional processing time on their end.

See our Payment Policy for more detail.

20. How long a refund takes

Once we’ve received and inspected your returned product, we’ll let you know whether your return has been approved or rejected.

If approved, we’ll process your refund within 5–10 business days of that approval. Your bank or payment provider may then take a little additional time to reflect the refund in your account.

21. If your return is rejected

If we reject your return after inspection, we’ll let you know why. If you’d like the product sent back to you, you may need to cover the return delivery cost.

If we don’t hear back from you within a reasonable period, we may deal with the product in line with applicable law and our internal procedures.

22. If you disagree with our decision

If we reject your return and you believe this was unfair or incorrect, you can escalate the matter using our complaints process.

See our Complaints and Customer Support Policy.

If you remain unsatisfied after escalating with us directly, you may refer the matter to the Consumer Goods and Services Ombud (CGSO) for free, independent dispute resolution:

Website: cgso.org.za
Email: info@cgso.org.za
Call centre: 0860 000 272

23. Protecting against returns abuse

We may restrict, suspend, or close a customer account where we reasonably suspect things like repeated return abuse, fraudulent claims, false damage claims, returning a different product than the one purchased, using an item and then returning it, excessive failed collections, chargeback abuse, or misuse of our promotions or policies.

See our Acceptable Website Use Policy for more on this. Also see our Payment Policy for how reversed payments are handled.

24. Contact us about a return

For return, refund, exchange, defective product, missing item, damaged item or warranty-related queries, please submit your request through our Contact Us page or Help Centre on the Cartova website.

Please choose the relevant returns, refunds or exchanges option and include your order number, product details, photos where relevant, and a short description of the issue so that we can assist you properly.

Business hours: 08:00–17:30, Monday to Friday, South African time.