Refund policy
CART SOCIETY™
RETURN & REFUND POLICY
At Cart Society™, we want you to shop with confidence.
We carefully check and pack every order before it leaves us. If your order arrives damaged, faulty, incorrect, or you have a qualifying right to return it, we're here to help.
This policy explains how returns, exchanges and refunds work. It applies to purchases made through the Cart Society™ website, online store and other official Cart Society™ sales channels.
Our policy is designed to comply with applicable South African consumer-protection laws, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).
Nothing in this policy limits your legal consumer rights.
1. CHANGE-OF-MIND RETURNS
Changed your mind? We understand that sometimes an item isn't quite what you expected.
For qualifying online purchases, South African law may give you a 7-day cooling-off right under the ECT Act. Where this right applies, you may cancel the purchase within the applicable period after receiving your order, subject to the requirements of the Act.
You may also return an item where Cart Society™ has specifically offered a voluntary change-of-mind return for that product.
For a voluntary change-of-mind return, the item must generally be:
- Unused and unworn
- In its original condition
- Clean and undamaged
- Returned with its original packaging, tags and accessories where reasonably applicable
- Free from alterations or modifications
- In a condition that allows it to be resold
Return delivery costs for a change-of-mind return may be for the customer's account, where permitted by law.
Please note: Change-of-mind returns are different from returns for faulty, damaged or incorrectly supplied products. Your legal rights relating to those products remain protected.
2. FAULTY OR DEFECTIVE PRODUCTS
We want every Cart Society™ product to arrive in the condition you expect.
If your product is faulty or defective, please contact us as soon as possible.
Under the Consumer Protection Act, qualifying goods carry an implied warranty of quality. Where goods fail to meet the applicable quality requirements, you may have the right to return them within 6 months of delivery and may be entitled to a repair, replacement or refund, depending on the circumstances and applicable law.
To help us resolve the issue quickly, we may ask you for:
- Your order number
- Proof of purchase
- Photos or videos showing the problem
- A short description of the issue
We may need to inspect or test the product before determining the appropriate solution.
Where the issue is covered by your statutory consumer rights, we will provide the remedy required by law.
3. WHEN AN ITEM ISN'T CONSIDERED FAULTY
An item isn't necessarily considered faulty simply because you've changed your mind, no longer want it, or it doesn't meet a personal preference.
A problem may also not be considered a product defect where it has resulted from:
- Normal wear and tear
- Accidental damage
- Misuse or abuse
- Negligence
- Incorrect use
- Failure to follow product instructions
- Improper installation
- Unauthorised alterations or modifications
- Using the product for something it wasn't designed for
- Damage caused after delivery
This does not affect your legal rights where a product was defective, unsafe or otherwise non-conforming.
4. RECEIVED THE WRONG ITEM?
Mistakes happen — and if we've sent you the wrong item, we'll help put it right.
Please contact us with your order number and details of what you received.
Where the mistake was made by Cart Society™, we will arrange an appropriate solution, which may include sending the correct item, arranging the return of the incorrect item, or providing a refund where appropriate.
Where we are responsible for the error, we will generally cover the reasonable cost of correcting it.
5. YOUR ORDER ARRIVED DAMAGED
If your order arrives damaged, please let us know as soon as possible.
Please send us:
- Your order number
- A photo of the damaged product
- Photos of the packaging
- Any other information that may help us understand what happened
Please keep the original packaging until your return or refund has been resolved.
We'll assess the issue and, where applicable, arrange the appropriate remedy.
6. BEAUTY, PERSONAL-CARE & HYGIENE PRODUCTS
For health and hygiene reasons, certain products cannot be returned for a change of mind once they have been opened, unsealed or used.
This may include products such as:
- Cosmetics
- Skincare
- Beauty products
- Make-up brushes and applicators
- Personal-care products
- Products intended for direct contact with the skin, face, eyes or body
- Products supplied in sealed packaging where the seal has been broken
This restriction applies to change-of-mind returns only.
If an item is faulty, defective, unsafe or incorrectly supplied, your applicable consumer rights remain protected.
7. SALE & CLEARANCE ITEMS
We love a good deal too.
Sale, promotional and clearance products are still covered by your statutory consumer rights.
However, where permitted by law, Cart Society™ may specify that a particular sale or clearance item is not eligible for a voluntary change-of-mind return.
If an item has a known imperfection or specific condition that was clearly disclosed before purchase, that information will form part of the sale.
A discount or sale price does not remove your legal rights relating to defective or non-conforming products.
8. FINAL SALE
If an item is clearly marked "Final Sale", this means that we do not offer voluntary change-of-mind returns on that item.
It does not remove any statutory rights you may have if the product is defective, unsafe, incorrect or otherwise covered by consumer-protection law.
9. USED, DAMAGED OR ALTERED ITEMS
For voluntary change-of-mind returns, we may not be able to accept an item that has been:
- Used or worn
- Washed or cleaned
- Stained
- Scratched
- Damaged
- Altered or modified
- Assembled or installed
- Dismantled
- Repaired by an unauthorised person
- Exposed to liquids or other damaging substances
- Returned without important components
Items should be handled with reasonable care while you decide whether you wish to keep them.
This does not affect your statutory rights relating to defective or non-conforming goods.
10. REFUNDS
Once your return has been approved and, where applicable, the item has been received and inspected, we'll process your refund using the original payment method where reasonably possible.
Please allow additional time for your bank or payment provider to reflect the refund in your account.
If a refund is required under South African law, we will process it in accordance with the applicable legal requirements.
11. WHO PAYS FOR RETURN DELIVERY?
This depends on why the item is being returned.
Change of mind
For voluntary change-of-mind returns, the customer may be responsible for the return delivery cost.
Where the statutory online cooling-off right applies, the customer may be responsible for the direct cost of returning the product, as permitted by law.
Wrong item
If we sent you the wrong item, Cart Society™ will generally cover the reasonable cost of correcting the mistake.
Faulty or defective item
Where the return is covered by a statutory consumer remedy, the return will be handled in accordance with the applicable law.
12. HOW TO REQUEST A RETURN OR REFUND
Before sending anything back, please contact us so that we can assist you with the correct return process.
Website: www.cartsociety.co.za
Please include:
- Your name
- Order number
- Product name
- Reason for the return
- Photos or video, where relevant
- Any other information reasonably needed to process your request
Please don't send an item back without receiving return instructions from us, unless otherwise required by law.
13. RETURNING YOUR ITEM
We'll provide you with the relevant return instructions once your request has been reviewed.
Please package your return securely so that it isn't damaged during transportation.
If you're arranging the return yourself, we recommend using a tracked delivery service and keeping your proof of postage until the return has been completed.
14. RETURN INSPECTIONS
Some returns may need to be inspected before a refund, exchange or other remedy is confirmed.
This allows us to check the condition of the item and, where relevant, understand the nature of a reported fault or damage.
We may request reasonable evidence such as photographs, videos or proof of purchase.
An inspection does not affect any statutory consumer rights.
15. EXCHANGES
Where we offer an exchange for an eligible return, the replacement item will be subject to availability.
If the replacement item costs more, you may need to pay the difference.
If it costs less, the applicable difference may be refunded.
If your exchange request relates to a faulty or defective product, your statutory consumer rights will take precedence.
16. PROMOTIONS, DISCOUNT CODES & BUNDLES
If you purchased an item using a promotional code, discount, voucher or bundle offer, your refund will generally be based on the actual amount paid for the returned item.
If part of a bundle is returned, we may need to recalculate the original bundle discount where permitted by law.
17. GIFTS
If you received a Cart Society™ product as a gift and the item qualifies for a return or exchange, please contact us with the relevant order or purchase information.
Where a refund is due, it will generally be made to the original purchaser or original payment method, subject to applicable law and payment-provider requirements.
18. FAIR USE OF OUR RETURNS POLICY
We want to keep our returns process fair for everyone.
We may investigate suspected fraudulent or abusive return activity, including situations where:
- A different product is returned
- A product has been deliberately damaged
- False information is provided
- A product has clearly been used but is claimed to be unused
- Fraudulent proof of purchase is provided
- Multiple refunds are requested for the same purchase
Where legally permitted, Cart Society™ may refuse a voluntary return in cases of suspected fraud or abuse.
This does not affect any statutory remedy that we are legally required to provide.
19. YOUR SOUTH AFRICAN CONSUMER RIGHTS
Cart Society™ respects your rights under applicable South African consumer-protection legislation.
Nothing in this policy is intended to remove or reduce any consumer right that cannot legally be excluded, including applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
If any part of this policy conflicts with a mandatory requirement of South African law, the applicable law will take precedence.
20. CONTACT CART SOCIETY™
Have a question about a return or refund?
We're happy to help.
Cart Society™
Website: www.cartsociety.co.za
We aim to make every return and refund experience as simple, fair and straightforward as possible.
SHOP WITH CONFIDENCE.
Cart Society™