Refund policy

SHELF MADE - Return & Refund Policy

Effective Date: 24 May 2026

Welcome to SHELF MADE. This Return & Refund Policy applies to all purchases made through our website and is governed by the laws of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

By purchasing from SHELF MADE, you agree to the terms set out below.

1. RETURN PERIOD

All return requests must be submitted within 14 calendar days of delivery.

No returns, exchanges, credits, or refunds will be considered after the 14-day period has expired, except where required by applicable South African consumer law.

2. ELIGIBILITY FOR RETURNS

To qualify for a return:

  • The item must be unused, unworn, unwashed, and in original condition.
  • All original tags, packaging, hygiene liners, and accessories must be attached and intact.
  • Proof of purchase or order confirmation must be provided.
  • The item must not contain makeup marks, deodorant stains, perfume smells, pet hair, damage, or signs of wear.

All returned items are subject to inspection and approval by SHELF MADE before any refund, exchange, or credit is processed.

SHELF MADE reserves the right to reject any return that does not comply with this policy.

3. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If you receive an item that is:

  • materially defective;
  • damaged upon delivery; or
  • incorrect compared to your confirmed order,

you must notify SHELF MADE within 14 calendar days of delivery.

Where required under applicable South African consumer law, SHELF MADE may, at its discretion and subject to inspection:

  • replace the item;
  • exchange the item; or
  • issue a refund.

Items will not be regarded as defective where damage results from:

  • normal wear and tear;
  • misuse or abuse;
  • improper washing or care;
  • accidental damage;
  • unauthorised alterations;
  • failure to follow garment care instructions; or
  • incorrect sizing choices.

SHELF MADE reserves the right to request photographs, videos, or additional information before approving any claim.

4. NO ADDITIONAL WARRANTIES

Except for any rights that cannot legally be excluded under South African law, SHELF MADE provides no additional warranties, guarantees, or representations regarding products sold.

To the maximum extent permitted by law:

  • all products are sold “as is”; and
  • SHELF MADE disclaims any implied warranties not required by law.

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded under the Consumer Protection Act.

5. NON-RETURNABLE ITEMS

The following items are strictly non-returnable unless required by law:

  • underwear or intimate wear;
  • worn or washed garments;
  • items without tags or hygiene liners;
  • sale, promotional, discounted, or clearance items marked “Final Sale”;
  • gift cards; and
  • customised or personalised items.

For hygiene and consumer safety reasons, SHELF MADE reserves the right to refuse any return that may pose contamination or health risks.

6. SHIPPING COSTS

Customers are responsible for all return shipping costs unless otherwise required by law or approved by SHELF MADE.

Original shipping fees are non-refundable.

SHELF MADE is not responsible for:

  • lost return parcels;
  • untracked returns;
  • courier delays; or
  • incorrect delivery details supplied by the customer.

Customers are encouraged to use a tracked courier service.

7. REFUND PROCESSING

Approved refunds will be processed to the original payment method where reasonably possible.

Refund processing times may vary depending on payment providers and financial institutions.

SHELF MADE reserves the right to refuse refunds where:

  • fraudulent activity is suspected;
  • the product has been worn, damaged, altered, or washed;
  • the return falls outside the 14-day period; or
  • the return does not comply with this policy.

8. FRAUD PREVENTION

To protect against abuse, excessive returns, and fraudulent conduct, SHELF MADE reserves the right to:

  • refuse suspicious returns;
  • request identity verification;
  • limit repeat return requests; and
  • report fraudulent activity to relevant authorities.

9. LIMITATION OF LIABILITY

To the fullest extent permitted under South African law, SHELF MADE shall not be liable for:

  • indirect or consequential damages;
  • loss of profits;
  • loss of business;
  • delays caused by third-party couriers; or
  • damages arising from misuse of products.

Customers use SHELF MADE products at their own risk.

10. CONTACT US

For all return-related queries, contact:

Email: support@shelfmade.co.za
Website: www.shelfmade.co.za

Please include:

  • your order number;
  • full name;
  • contact details;
  • reason for the request; and
  • supporting photographs where applicable.

Unauthorised returns may be refused.

11. CONSUMER RIGHTS

Nothing in this policy is intended to exclude or limit any rights that consumers may have under applicable South African law where such rights cannot legally be excluded.