Refund policy

Last updated: 27 September 2026

We want you to be happy with your order. This policy explains your rights. It doesn't take away any rights you have under South African law.

1. Changed your mind? (7-day cooling-off)

Because you bought online, the Electronic Communications and Transactions Act (ECTA) lets you cancel your order within 7 days after you receive it, for any reason.

  • There is no restocking fee and no penalty.
  • The only cost to you is the direct cost of sending the item back.
  • We'll refund the full price you paid within 30 days of your cancellation, and we aim to do it much sooner.
  • Please send the item back with all its parts, in its original packaging if possible.

2. Faulty, damaged or not what you ordered

Under the Consumer Protection Act (CPA), you have a 6-month warranty on quality from the day your order is delivered. If the product is faulty, unsafe, not of good quality, or doesn't match its description:

  • You can return it at our cost and risk, and you choose a repair, a replacement or a full refund.
  • If something we repaired fails again within 3 months, we'll replace it or refund you.
  • You don't need the original packaging for a faulty item.
  • This warranty doesn't cover damage from misuse, accidents, or using the product against its instructions. Normal wear (like a mop pad wearing out after lots of use) is not a fault.
  • Please tell us as soon as you notice a problem. This helps us sort it out faster, and it doesn't shorten your 6-month warranty.

If your parcel arrived damaged or you received the wrong item, please email us with photos as soon as possible.

3. How to return something

  1. Email us first at neatlyhome8@gmail.com with your order number, what the problem is (or that you're cancelling), and photos if the item is faulty or damaged.
  2. We'll reply within 1 to 2 working days with the return address and instructions. Please don't post anything back before you hear from us, because our products ship from a supplier's warehouse and the return address may be different.
  3. For faulty items, we'll arrange and pay for the return, or refund your reasonable return costs.
  4. For change-of-mind returns, you arrange and pay for the return. We recommend a trackable service, and please keep your proof of postage.

4. Refunds

  • Refunds go back to your original payment method.
  • Change of mind: we refund the full price you paid, including delivery.
  • Faulty goods: we refund the full price you paid, plus any return costs you paid.
  • We'll email you when your refund has been processed. Banks can take a few working days to show it.

5. Contact us

Neatly Home is owned and run by Vanessa Whittaker.
16 Muratie Street, Durbanville, Cape Town, 7550, South Africa
Phone: 061 506 2734
Email: neatlyhome8@gmail.com

If we can't sort out a complaint together, you can contact the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission.