Refund policy

RETURN & REFUND POLICY

Effective Date: 21.02.2026
Business Name: Whimsical Express
Website: www.whimsicalexpress.co.za           

1. Your Rights Under South African Law

This Return & Refund Policy is governed by the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) of South Africa.

Nothing in this policy limits your statutory rights under South African law.

2. Cooling-Off Period (Online Purchases)

In terms of the Electronic Communications and Transactions Act:

  • Customers have the right to cancel an online order within 7 days after receiving the goods.

  • The customer must return the goods at their own cost.

  • A full refund will be issued within 30 days of cancellation, excluding delivery costs.

  • Goods must be unused, in original condition, and in original packaging.

This cooling-off right does not apply to:

  • Custom-made or personalised items

  • Goods made to the customer’s specifications

  • Perishable goods

  • Sealed items that have been opened and cannot be returned for hygiene reasons

3. Defective, Damaged, or Unsafe Goods (CPA Section 56)

Under the Consumer Protection Act, customers are entitled to return goods within 6 months if the product:

  • Is defective

  • Is unsafe

  • Does not match the description

  • Is not of good quality or durable

If a product is returned within 6 months due to a defect, the customer may choose:

  • A repair

  • A replacement

  • A full refund

We will cover all reasonable return shipping costs for defective products.

4. Non-Defective Returns

If you wish to return a product that is not defective:

  • Returns must be requested within 7 days of receiving the product.

  • Goods must be unused, unopened, and in original packaging.

  • Return shipping costs are the responsibility of the customer.

  • A refund may be issued minus original delivery fees.

For hygiene and safety reasons, we cannot accept returns on:

  • Opened bath and body products

  • Used candles

  • Opened essential oil products

5. Personalised or Custom Orders

Custom-made or personalised products cannot be returned or refunded unless they are defective.

6. Refund Processing

  • Refunds will be processed within 7–14 business days after the returned goods have been inspected.

  • Refunds will be made via the original method of payment.

  • If payment was made via EFT, refunds will be made to the same bank account used for payment.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, please contact us at:

📧 we.whimsicalexpress@gmail.com

8. How to Request a Return

To initiate a return, please email us with:

  • Your full name

  • Order number

  • Reason for return

  • Clear photographs (if product is damaged or defective)

We will provide return instructions.

9. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

  1. Check with your bank.

  2. Contact your payment provider.

  3. Contact us at we.whimsicalexpress@gmail.com

10. Contact Us

If you have questions regarding this policy, please contact:

Whimsical Express
📧 Email: we.whimsicalexpress@gmail.com