HomeAid Returns, Refunds & Exchanges Policy

Last Updated: 7 September 2026

At HomeAid, we want you to be satisfied with your purchase. This Returns, Refunds & Exchanges Policy explains when products may be returned, exchanged, repaired, or refunded.

This policy applies to purchases made through the HomeAid online store and is intended to operate in accordance with applicable South African consumer-protection laws, including the Consumer Protection Act 68 of 2008 (CPA).

1. Damaged, Defective or Incorrect Products

If your product arrives:

• Damaged;
• Defective or not functioning properly;
• Missing components or accessories; or
• Different from the product you ordered,

please contact us as soon as reasonably possible after delivery.

Please provide:

• Your order number;
• A description of the problem; and
• Clear photographs or video showing the issue where applicable.

Depending on the circumstances and applicable law, HomeAid may offer a repair, replacement, or refund.

Products that are defective or do not meet the applicable requirements of the CPA will be dealt with in accordance with your statutory consumer rights.

2. Change-of-Mind Returns

If you simply change your mind about a purchase, a return or refund is not automatically available in every circumstance.

Where a voluntary change-of-mind return is offered by HomeAid, the product must generally:

• Be unused;
• Be in its original condition;
• Include all accessories, components and packaging reasonably supplied with the product; and
• Be returned within the period specified by HomeAid.

HomeAid reserves the right to refuse a voluntary change-of-mind return where the stated requirements are not met.

Nothing in this section limits any statutory rights you may have under South African law.

3. Products That Have Been Used

Where a product is returned because of a defect or another reason covered by applicable consumer law, the fact that the product has been used does not automatically remove your statutory rights.

However, where you are requesting a voluntary change-of-mind return, HomeAid may require the product to be unused and in its original condition.

4. Returns That Are Not Covered

A return may not be accepted as a voluntary change-of-mind return where the product has been:

• Damaged through misuse, abuse or negligence;
• Modified or tampered with;
• Damaged through improper use contrary to the product instructions;
• Damaged through normal wear and tear; or
• Returned without components or accessories supplied with the product.

This does not affect your statutory rights where the product has a defect or otherwise fails to meet requirements imposed by applicable law.

5. Refunds

Where a refund is approved, HomeAid will process the refund using the applicable payment method or another appropriate method agreed upon with the customer.

Refund processing times may vary depending on the payment provider or financial institution.

HomeAid will not unnecessarily delay a refund that is legally due to the customer.

6. Delivery Costs

Where a product is returned because it is defective, damaged on arrival, incorrect, or otherwise covered by applicable consumer law, HomeAid will handle reasonable return and delivery costs in accordance with the circumstances and applicable legal requirements.

For voluntary change-of-mind returns, the customer may be responsible for reasonable return shipping costs where this has been clearly communicated and is permitted by law.

7. Return Procedure

To request a return, please contact HomeAid through the contact details provided on our website.

Your request should include:

Order Number:
Full Name:
Email Address:
Reason for Return:
Photographs/Video (if applicable):

Do not send a product back before receiving return instructions from HomeAid, unless otherwise required by law.

8. Inspection of Returned Products

Returned products may be inspected to determine the reason for the return and the appropriate remedy.

Where a product is alleged to be defective, HomeAid may need to assess the product before determining whether a repair, replacement or refund is appropriate, subject to your rights under applicable law.

9. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any rights that cannot lawfully be excluded, restricted or waived under South African law.

Where this policy conflicts with a mandatory provision of applicable consumer law, the applicable law will prevail.

10. Fraudulent or Abusive Returns

HomeAid reserves the right to investigate suspected fraudulent or abusive return activity.

This may include situations where a customer:

• Provides false information;
• Attempts to return a different product;
• Deliberately damages a product and claims it arrived damaged; or
• Repeatedly abuses a voluntary return policy.

Any action taken by HomeAid will remain subject to applicable law.

11. Contact Us

For return or refund enquiries, please contact HomeAid using the contact information provided on our website.

HomeAid
Online Store
South Africa

Important: This policy does not remove or override rights granted to consumers under the South African Consumer Protection Act or other applicable legislation.