Refund policy

INOUTHOMECO RETURN & REFUND POLICY

Last Updated: July 2026

At Inouthomeco, we aim to ensure that our customers are satisfied with their purchases. This Return and Refund Policy is governed by the Consumer Protection Act 68 of 2008 ("CPA") and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

By purchasing from Inouthomeco, you acknowledge and agree to the terms of this policy, subject always to your rights under applicable South African law.

1. 7-DAY RETURN POLICY

Customers may request the return of an unwanted or change-of-mind product within 7 calendar days from the date the product is received or collected.

To qualify for a return:

The product must be unused and in its original condition.
The product must be returned with its original packaging, accessories, manuals and components.
The product must not be damaged, altered or modified.
Proof of purchase or other reasonable proof that the product was purchased from Inouthomeco must be provided.
The return request must be submitted within the 7-day return period.

Inouthomeco reserves the right to inspect all returned products before approving a refund.

Returns requested after the 7-day period for change-of-mind reasons may be refused.

This 7-day policy does not limit any statutory rights available to a consumer under the CPA or other applicable South African law.

2. CHANGE-OF-MIND RETURNS

Where a customer no longer wants a product, ordered the incorrect product or has otherwise changed their mind, the return must be requested within 7 calendar days.

Unless otherwise required by law, the customer will be responsible for the cost of returning the product to Inouthomeco.

The product must be returned in a condition suitable for resale.

Where permitted by applicable law, Inouthomeco may deduct a reasonable amount for the use, consumption, damage or necessary restoration of a returned product.

Under the CPA, certain statutory returns may allow a supplier to charge reasonable amounts for use or restoration depending on the condition of the returned goods.

3. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS

Nothing in our 7-day return policy limits a customer's rights regarding defective, unsafe or poor-quality goods.

In accordance with the CPA, a consumer may return qualifying defective goods within six months from the date of delivery.

Subject to the requirements of the CPA, the consumer may elect to have the product:

Repaired;
Replaced; or
Refunded.

The product may be inspected or assessed to determine the nature and cause of the reported defect.

The CPA's implied warranty applies where goods fail the required statutory standards, subject to matters such as goods being altered contrary to instructions or after leaving the control of the relevant supplier.

Damage caused by misuse, abuse, negligence, accidental damage, incorrect installation, unauthorised modification or use contrary to the manufacturer's instructions will not automatically be regarded as a product defect.

4. DAMAGED OR INCORRECT PRODUCTS

Customers must notify Inouthomeco as soon as reasonably possible if they receive:

An incorrect product;
A product damaged during delivery;
A product with missing parts or components; or
A product that materially differs from the product ordered.

Please contact admin@inouthomeco.co.za with your order details and clear photographs or videos of the product and packaging where reasonably required to assess the matter.

Any rights available under the CPA or other applicable law remain unaffected.

5. NON-RETURNABLE PRODUCTS

Subject to applicable consumer law, Inouthomeco may refuse change-of-mind returns for:

Products that have been used, damaged or altered by the customer;
Products not returned with their original components or accessories;
Personal care, cosmetic or hygiene-related products that have been opened, unsealed or used;
Products that cannot reasonably be returned due to their nature;
Custom-made, personalised or specially ordered products;
Products damaged due to misuse, negligence or improper handling; and
Products otherwise excluded from a statutory cooling-off right under applicable law.

ECTA specifically excludes certain categories from its section 44 cooling-off right, including goods made to a consumer's specifications, clearly personalised goods, certain goods that cannot by their nature be returned, and goods likely to deteriorate or expire rapidly.

These exclusions do not remove any statutory rights relating to qualifying defective, unsafe or poor-quality goods.

6. REFUNDS

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

Refunds will only be processed once the returned product has been received and, where reasonably necessary, inspected.

Processing times may vary depending on the payment provider, bank or financial institution.

For qualifying electronic transactions cancelled under section 44 of ECTA, the Act provides for a full refund within 30 days of cancellation and permits the consumer to be charged the direct cost of returning the goods.

7. ONLINE PURCHASES

Where ECTA applies to an electronic transaction, customers may have the right to cancel a qualifying transaction without reason or penalty within 7 days after receiving the goods.

The customer may be responsible for the direct cost of returning the goods where permitted by ECTA.

Certain products and transactions are excluded from this cooling-off right in terms of ECTA.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded. ECTA expressly provides that provisions attempting to exclude the consumer rights contained in its relevant consumer-protection chapter are null and void.

8. DIRECT MARKETING PURCHASES

Where a transaction results from direct marketing and the CPA cooling-off provisions apply, the customer may have the right to cancel the transaction within 5 business days after the later of the date the transaction was concluded or the goods were delivered.

This CPA provision does not apply where section 44 of ECTA applies to the transaction.

9. RETURN AUTHORISATION

Customers should contact Inouthomeco before returning a product.

Please email:

admin@inouthomeco.co.za

The email should include:

Order number or proof of purchase
Customer name
Product being returned
Reason for the return
Photographs or videos, where relevant

Products sent back without sufficient information may experience delays while the purchase and return request are verified.

10. CUSTOMER RESPONSIBILITY

Customers are responsible for securely packaging products being returned.

Inouthomeco will not be responsible for damage caused by inadequate return packaging where the return is at the customer's risk under applicable law.

Responsibility for return costs and risk will be determined in accordance with the reason for the return and applicable consumer legislation.

11. ABUSE OF THE RETURNS PROCESS

Inouthomeco reserves the right to investigate suspected fraudulent or abusive return claims.

This may include cases involving substituted products, deliberately damaged products, missing components, false claims or products not originally supplied by Inouthomeco.

Nothing in this clause permits Inouthomeco to refuse a legitimate statutory consumer claim.