Returns & Refunds Policy

Last updated: [Insert Date]

At Darkwillow.co.za, we value customer satisfaction and are committed to complying with the Consumer Protection Act of South Africa. Please read our returns and refunds policy carefully to understand your rights and obligations.

🛍️ Return Eligibility

You may return a product to us under the following conditions:

The product is faulty, damaged, or defective upon delivery.
You notify us within 7 days of receiving the item.
The product is unused, in its original packaging, and in resellable condition (except in the case of faults).

Please note: We do not accept returns for items due to a change of mind, personal preference, or buyer’s remorse.

🚚 Return Process

Email us at support@darkwillow.co.za with:

Your order number
A description of the issue
Clear photos of the product if it's damaged or defective

Our team will review your request and provide return instructions if the item is eligible.

You will need to arrange delivery back to us using a courier of your choice.

Important: The customer is responsible for the courier costs associated with returning the product, unless the item is confirmed to be faulty or sent in error.

💸 Refunds

If your return is approved, a refund will be issued to your original method of payment within 5–10 business days after we receive and inspect the returned item.

Refunds are issued only under the following circumstances:

The product is proven to be faulty, defective, or damaged.
You received the wrong item due to our error.

No refunds will be issued for:

Opened, used, or worn items (unless defective)
Items returned without prior communication or approval
Returns due to change of mind or incorrect choice

📦 Non-Returnable Items

Clearance or final sale items
Gift cards or vouchers
Personalized or custom products
Underwear, Earrings and Body Piercings
Cosmetics and Beauty Products

🛡️ Your Consumer Rights

This policy is in accordance with the Consumer Protection Act of South Africa. If your product fails due to a manufacturing fault within 6 months of purchase, you are entitled to a repair, replacement, or refund as outlined in the Act.

❓ Need Assistance?

If you have any questions regarding returns, refunds, or warranties, please contact our support team at:

Email: support@darkwillow.co.za
Business Hours: Monday – Friday, 8am to 4:30pm

Thank you for shopping with Darkwillow.co.za!