Returns & Refunds Policy

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Returns & Refunds Policy

Return Period

Customers may return products within 14 days of delivery. This cooling-off period allows customers to assess their purchase and return items that do not meet their expectations. The return period is calculated from the date of delivery as confirmed by the courier tracking system.

Return Conditions

To be eligible for return, items must meet the following conditions:

  • Unused and in the same condition as received

  • In original packaging with all tags, labels, and accessories intact

  • Not damaged due to customer misuse or negligence

  • Accompanied by proof of purchase (order number or invoice)

  • Returned within the 14-day return period

Items that do not meet these conditions may be rejected, and return shipping costs will be borne by the customer.

Eligible Reasons for Return

Returns are accepted for the following reasons:

  • Defective Products: Items with manufacturing defects or faults

  • Damaged Products: Items damaged during shipping

  • Incorrect Items: Wrong product, size, color, or specifications delivered

  • Not as Described: Product does not match the description or images on the listing

  • Change of Mind: Customer no longer wants the product (subject to conditions)

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or practical reasons:

  • Custom-made, personalized, or made-to-order products

  • Perishable goods or items with limited shelf life

  • Products marked as "Final Sale," "Clearance," or "Non-Returnable" on the product page

  • Intimate or sanitary goods

  • Items damaged due to customer misuse, improper installation, or alteration

  • Products without original packaging, tags, or with missing components

  • Gift cards and vouchers

  • Downloadable digital products

Customers should carefully review product descriptions and eligibility before purchasing items marked as non-returnable.

Return Process

To initiate a return, customers must follow these steps:

Step 1: Submit Return Request

Log in to your DIY Connect account, navigate to "My Orders," and select the order containing the item you wish to return. Click "Request Return" and provide:

  • Reason for return

  • Photos of the product (required for defective or damaged items)

  • Any additional relevant information

Step 2: Return Request Review

DIY Connect will review your return request within 48 hours (2 business days). You will receive an email notification with the outcome:

  • Approved: Proceed to step 3

  • Declined: Explanation will be provided, and you may appeal the decision

  • Additional Information Required: Provide requested information for further assessment

Step 3: Return Shipping

If your return is approved, you will receive:

  • A return authorization number

  • Return shipping instructions

  • A prepaid return shipping label (for defective/incorrect items) or instructions for arranging return shipping (for change of mind returns)

Package the item securely in its original packaging and attach the return label. Drop off the package at the designated courier location or arrange collection if applicable.

Step 4: Item Inspection

Once the vendor receives the returned item, they will inspect it to verify:

  • Item condition matches the return request

  • All components and packaging are included

  • Item meets return eligibility criteria

This inspection process takes 2-3 business days.

Step 5: Refund or Resolution

Upon successful inspection and approval, your refund will be processed according to the refund timeframes outlined below.

Return Shipping Costs

Return shipping costs depend on the reason for return:

  • Defective, Damaged, or Incorrect Items: DIY Connect covers all return shipping costs. A prepaid return label will be provided via email.

  • Change of Mind or Customer Error: Customer is responsible for return shipping costs. Customers may use their preferred courier or pay for a return label provided by DIY Connect.

Return shipping labels will include tracking for both parties to monitor the return shipment.

Refund Process

Refunds are processed within 5-7 business days of receiving and successfully verifying the returned item. The refund amount and method depend on the circumstances:

Refund Amount

  • Full Refund: For defective, damaged, or incorrect items (includes product cost and original delivery charges)

  • Partial Refund: For items returned due to change of mind (product cost only, delivery charges non-refundable)

  • No Refund: If returned items do not meet eligibility criteria or are damaged by the customer

Refund Method

Refunds are issued to the original payment method used during purchase:

  • Credit/Debit Card: 5-10 business days for funds to reflect (depends on your bank)

  • EFT/Bank Transfer: 3-5 business days

  • Digital Wallet: 3-5 business days

  • Store Credit: Instant credit to your DIY Connect account (optional)

You will receive email confirmation once your refund has been processed, including the refund amount and expected timeline for funds to reflect in your account.

Exchanges

DIY Connect does not offer direct product exchanges. If you wish to exchange an item for a different size, color, or product:

  1. Return the original item following the standard return process

  2. Place a new order for the desired item

This ensures faster processing and allows you to select alternative products if your preferred option is unavailable. No restocking fees apply for eligible returns.

Damaged or Defective Items

If you receive a damaged or defective item, you must report it within 48 hours of delivery to qualify for priority processing:

  1. Log in to your account and navigate to the order

  2. Select "Report Problem" and choose "Damaged" or "Defective"

  3. Upload clear photos showing:

    • The damaged/defective product

    • The product packaging

    • Any visible damage or defects

  4. Provide a detailed description of the issue

Once reported:

  • DIY Connect will review your claim within 24 hours

  • If approved, we will arrange immediate collection of the faulty item

  • You will receive a full refund or replacement (your choice)

  • No return shipping costs will apply

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account or credit card statement again

  2. Contact your bank or credit card company (processing delays may occur)

  3. If you still have not received your refund, contact DIY Connect support with:

    • Your order number

    • Return tracking number

    • Proof of returned item delivery

We will investigate and resolve the issue within 5 business days.

Refused Returns

Returns may be refused if:

  • Item is returned outside the 14-day return period

  • Item does not meet return conditions (damaged by customer, missing parts, etc.)

  • Item is on the non-returnable list

  • Return was not pre-authorized through the platform

If a return is refused, the item will be returned to you at your expense, or you may authorize disposal of the item.

Partial Deliveries

If you receive only part of your order, do not initiate a return. Instead:

  • Wait 3 business days in case of split shipments

  • Check your email for multiple tracking numbers

  • Contact DIY Connect support if items are still missing

We will investigate and either ship the missing items or issue a refund for undelivered products.

Warranty Claims

Some products may include manufacturer warranties. For warranty claims:

  • Refer to the warranty information provided with the product or on the product page

  • Contact DIY Connect support for guidance on warranty claims

  • Manufacturer warranties are in addition to your consumer rights under this returns policy

Faulty Items After 14 Days

If an item becomes faulty after the 14-day return period but within 6 months of purchase, you may still be entitled to a repair, replacement, or refund under South African consumer protection laws. Contact DIY Connect support with:

  • Proof of purchase

  • Description of the fault

  • Photos or videos demonstrating the issue

We will assess the claim and determine the appropriate resolution in accordance with consumer protection regulations.

Change of Mind Returns - Important Notes

While we accept change of mind returns, please note:

  • Delivery charges are non-refundable

  • Return shipping costs are your responsibility

  • Items must be in pristine, resalable condition

  • Original packaging and all accessories must be included

We encourage customers to carefully review product descriptions, specifications, and reviews before purchasing to minimize unnecessary returns.

Contact Us

For questions about returns and refunds, or to check the status of your return:

  • Log in to your DIY Connect account and visit "My Returns"

  • Use the in-platform messaging system

  • Email our customer support team

  • Consult our FAQ section for common return questions

Our customer support team is available during business hours and aims to respond to all inquiries within 24 hours.