Refund policy

Return & Refund Policy

At Thee Online Store, we strive to ensure a smooth shopping experience. Our return and refund policy is fully compliant with the Consumer Protection Act (CPA 68 of 2008) and the Electronic Communications and Transactions Act (ECTA 25 of 2002) of South Africa.

1. Statutory 7-Day "Cooling-Off" Period (ECTA Section 44)

Under Section 44 of the ECTA, you have the right to cancel and return any online purchase within 7 calendar days of receiving your items for any reason (change of mind).

  • Condition: The item must be unused, unworn, in its original packaging, with all tags and protective seals intact, and accompanied by proof of purchase (order confirmation or invoice).
  • Shipping Fees: For change-of-mind returns under the 7-day cooling-off period, you are responsible for the direct cost of courier shipping back to us. Original shipping fees are non-refundable.

2. 6-Month Quality & Defect Warranty (CPA Section 56)

Under Section 56 of the CPA, all goods sold carry an implied statutory warranty against manufacturing defects, unsafe goods, or items that fail under normal use within 6 months of delivery.

  • Your Rights: If an item is defective or damaged upon delivery, you are entitled to choose one of the following remedies:
    1. A full refund,
    2. A replacement or exchange for the same item, or
    3. A repair (where applicable).
  • Defect Shipping Costs: If your return is verified as defective, transit-damaged, or incorrect, Thee Online Store will cover or reimburse all return shipping charges.
  • Reporting: Please inspect your order upon receipt and contact us promptly with clear photographs/videos so we can resolve the issue swiftly.

3. Non-Returnable & Excluded Items

Unless defective or faulty upon arrival, the following categories cannot be returned or refunded:

  • Custom-made, personalized, or special-order items.
  • Unsealed hygiene or personal care goods (where health or sanitation seals have been opened/broken).
  • Perishable goods or digital/downloadable items.
  • Items damaged due to customer misuse, improper assembly, fair wear and tear, or failure to follow care instructions.

4. Refund Approval & Processing

  1. Inspection: Once your returned package is received at our facility, our team will inspect the item against our policy standards.
  2. Notification: You will be notified via Email or WhatsApp whether your return/refund has been approved or rejected.
  3. Payout: Approved refunds will be processed via Electronic Funds Transfer (EFT) or credited back to your original payment gateway within 5 to 10 business days.
  4. Rejected Items: If an item is returned in an ineligible condition (used, customer-damaged, or incomplete without prior defect notification), it will be returned to you at your expense.

5. Exchanges

  • Change of Mind: The fastest way to exchange an unwanted item is to initiate a cooling-off return for the original item and place a separate new order on our store.
  • Defective Goods: If you receive a damaged or defective item, we will happily arrange a direct replacement at no extra cost to you.

6. How to Initiate a Return

To start a return, please contact our support team with your order number, reason for return, and clear photos/videos (if the item is damaged or defective):

  • Email: theeonlinestoree@gmail.com
  • WhatsApp / Phone: +27 73 276 5300
  • Return Hub Address:
    Thee Online Store Returns
    Lakefield, Benoni, Gauteng, 1501
    (Exact return shipping instructions or waybill labels will be provided upon return authorization via WhatsApp or Email.)