Refund policy

Return and Refund Policy

The Good Home

Last updated: 1 November 2026

At The Good Home, customer satisfaction is important to us. We want you to shop with confidence and enjoy every purchase.

1. Returns

Customers may request a return within 14 calendar days of receiving their order, subject to the conditions below and their rights under applicable South African consumer legislation.

To qualify for a change-of-mind return, products should:

- Be unused, undamaged, and in their original condition.
- Include original packaging, accessories, and labels where reasonably possible.
- Be accompanied by proof of purchase.

These conditions do not limit your statutory rights concerning defective, unsafe, or incorrectly supplied goods.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible with your order number, a description of the problem, and photographs if available.

We will assess the matter and provide an appropriate remedy in accordance with the Consumer Protection Act and other applicable laws.

3. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

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

Please allow approximately 5–10 business days after processing for your payment provider or bank to reflect the refund. Actual processing times may vary.

4. Exchanges

Exchanges may be arranged depending on product availability and the reason for the return.

Where an exchange is unavailable, an appropriate refund or other legally required remedy will be offered.

5. Non-Returnable Products

For voluntary change-of-mind returns, certain products may be excluded where permitted by law, including personalised products and opened hygiene-sensitive goods.

These exclusions do not override any applicable statutory return, cooling-off, or warranty rights.

6. Return Shipping

For voluntary change-of-mind returns, return delivery costs may be the customer's responsibility, provided this was disclosed before purchase and is legally permitted.

Where goods are defective or incorrectly supplied, The Good Home will meet applicable legal obligations concerning return costs.

7. Consumer Rights

Nothing in this policy removes or restricts rights provided by the Consumer Protection Act 68 of 2008, Electronic Communications and Transactions Act 25 of 2002, or other applicable legislation.

8. Contact Us

To request a return or refund, please contact:

The Good Home

Email: [Customer support email]

WhatsApp: [Business contact number]