Refund and Returns Policy – Thrive at Home
Refund and Returns Policy – Thrive at Home
Returns Policy
You may return an item within 7 days of receiving it, provided the item is unused, in its original condition, and in the original packaging.
Defective or Damaged Items
If you receive a defective or damaged item, please notify us within 7 days by emailing orders@thriveathome.co.za. Include a photo or video clearly showing the defect.
- The item must be in its original packaging.
- Failure to report the defect within 7 days or return the item in appropriate condition may result in your return request being declined.
Our team, together with our suppliers, will inspect the item and contact you with a resolution.
Packaging Requirements
Returned goods must be:
- Properly packaged to avoid damage during transit.
- Include all accessories, manuals, and documentation.
- In undamaged, clean, and resellable condition.
Returns that do not meet these requirements may be declined.
We are not liable for courier fees for defective, unwanted, or damaged products reported after the 7-day return window.
Credit Vouchers
Once we receive and assess your return, a credit voucher will be issued to you. This voucher can be used as a discount code for your next order.
If the item is defective, faulty, or incorrect, we will gladly offer a replacement or exchange, in line with South African consumer law. Misused or altered products are not eligible for return.
Note: For hygiene reasons, we cannot accept returns on undergarments.
Legal Compliance
In line with Section 16 of the Consumer Protection Act (CPA), any defective product may be returned within 7 days of delivery. Return costs and risks are the responsibility of the customer.
Defective, Faulty or Non-Conforming Products
We encourage customers to carefully inspect all products upon delivery.
If a product is defective or not as ordered, you have a statutory right to return it. Please contact us immediately at orders@thriveathome.co.za.
Refund Processing
Eligible refunds will be processed within 7 to 14 business days of receiving the item.
Refunds
Once the returned parcel is received at our warehouse, we will refund the item price only. Delivery and return shipping costs are non-refundable.
Items returned without prior approval or outside of policy guidelines may be returned to you at your own expense.
Please handle all products and packaging with care while in your possession.
To process a return or refund, you must provide your unique order number.
Incorrect Returns
Any item not purchased from Thrive at Home that is returned to us can only be sent back to you at your cost. We are not responsible for the storage, return, or disposal of such items.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. For exchanges, email us at orders@thriveathome.co.za.
Product-Specific Return Conditions
| Category | Return Conditions |
|---|---|
| Baby Products | Must be in original, unused condition with tags. Used or worn items will not be refunded. |
| Mattresses & Bedding | Opened mattresses and bedding (duvets, pillows, toppers) cannot be returned due to hygiene reasons. |
| Jewellery | No returns on pierced body jewellery (e.g., earrings) for hygiene reasons. |
| Clothing, Shoes & Watches | Items must be unused with all original tags. No returns on underwear or swimwear for hygiene reasons. |
| Health & Beauty | No returns if packaging seals are broken due to hygiene and safety concerns. |
| Furniture (Indoor/Outdoor) | No returns on partially or fully assembled self-assembly items. Ensure measurements before ordering. |
| Electronics | Must include all accessories, manuals, and original packaging. Please delete all personal data before return. |
Failure to comply with these return conditions may result in rejection of your return and possible additional charges.
Additional Refund Policy Details
To be eligible for a return:
- The product must have been purchased within 7 days.
- It must be unused, in the original packaging, and in resellable condition.
- We require proof of purchase (receipt or order confirmation).
Non-Returnable Items
- Perishable goods (e.g., food, flowers)
- Intimate or sanitary items
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Downloadable software
- Some health and personal care items
Partial Refunds (If Applicable)
- Books with obvious signs of use
- Opened CDs, DVDs, software, games, or vinyl records
- Items not in original condition, or with missing parts not due to our error
- Items returned more than 7 days after delivery
Refund Approval Process
Once your return is received and inspected, we will notify you of approval or rejection via email.
Approved refunds will be issued to your original payment method within a few working days.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again.
- Contact your credit card provider – posting times may vary.
- Contact your bank – processing delays are possible.
If you’ve done all of the above and still have not received your refund, please email us at orders@thriveathome.co.za.
Sale Items
Only regular-priced items are eligible for refunds. Sale items are non-refundable.
Return Shipping Costs
Customers are responsible for paying their own return shipping costs, which are non-refundable. If you receive a refund, the cost of return shipping will be deducted.
The time it takes for exchanged products to reach you may vary based on your location.