Refund & Returns

Refund & Returns Policy

Effective date: 3 December 2025

We want you to love your Detail Shack products. This page explains our standard returns, exchanges, and refunds process for online purchases on detailshack.co.za. Nothing here limits your rights under the Consumer Protection Act (CPA) or other applicable South African law.

1) Change-of-mind returns — 14 days

You may return unused, unopened items in original packaging within 14 days of delivery for a refund or exchange.
Include the original proof of purchase (order confirmation or invoice).
For hygiene and safety reasons, opened or used liquids/chemicals can’t be returned unless defective.
If returning part of a bundle/kit, the refund is adjusted to the kept items’ non-discounted prices.

2) Damaged, defective or incorrect items — 7 days

If your order arrives damaged, defective, or the wrong item was sent, contact us within 7 days of delivery.
Please provide your order number and clear photos so we can repair, replace, or refund promptly.
We cover return shipping for approved defects, damage in transit, or our packing errors.

3) What can’t be returned

Opened or used chemicals/liquids (unless defective).
Items without original packaging, or missing parts/accessories.
Gift cards/vouchers and final-sale/clearance items marked “Non-returnable”.
Items damaged by misuse, neglect, or failure to follow label directions.

4) How to start a return

Log a request: Email support@detailshack.co.za with your order number, item(s), and reason.
Approval & instructions: We’ll reply with return authorisation and steps (including a return label if applicable).
Pack securely: Use the original carton where possible and include all components and the invoice/packing slip.
Ship it back: Use the instructed courier method. Keep your tracking until your refund/exchange is processed.

5) Exchanges

Prefer an exchange? We can swap eligible items for a different variant or product of the same value once we receive and inspect the return. If the new item costs more, we’ll send a secure payment link for the difference; if less, we refund the balance to your original payment method.

6) Refund method & timing

Refunds are issued to the original payment method (card, Instant EFT, SnapScan, or EFT) after inspection.
Please allow 3–7 business days from receipt at our facility for processing (your bank may take additional time to reflect).
Shipping fees are non-refundable unless the return is due to our error or a defective/damaged product.

7) Return shipping costs

Change-of-mind: You’re responsible for return courier costs. We can provide a prepaid label and deduct the courier fee from your refund if preferred.
Defective/damaged/incorrect: We cover the return shipping or arrange a collection at our cost.

8) Missing items, leaks or in-transit damage

If a parcel arrives visibly damaged or leaking, please refuse delivery where possible and notify us immediately. If you discover an issue after delivery, email photos of the packaging and items within 7 days so we can assist quickly.

9) Click & Collect returns

If you collected your order, you may return eligible items by courier (following the process above). In-person returns are accepted only where a collection point is staffed and authorised to receive returns—please confirm with support before visiting.

10) Warranties & statutory rights

We stand behind our products when used as directed. Your rights under the Consumer Protection Act and other applicable laws remain in force. This policy applies in addition to (and not in substitution for) any statutory remedies you may have.

11) Need help?

We’re here to help with fast, practical support. Email support@detailshack.co.za with your order number and details, and we’ll guide you through the next steps.

Last updated: 3 December 2025