Returns & Refunds Policy

1. Your rights

This policy is in addition to your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in it limits those rights.

2. Change of mind (30 days)

You may return most items within 30 days of delivery if you have changed your mind, provided the item is:

• unused, in its original condition and complete with all accessories and manuals;
• in its original, undamaged packaging with seals intact where applicable;
• returned with proof of purchase (your order number).

3. Cooling-off period

Under section 44 of ECTA you may cancel an online purchase within 7 days of delivery without reason or penalty. We will refund you within 30 days of receiving the returned goods. Only the direct cost of returning the goods may be deducted where legally permitted. Contact support for seller-arranged return instructions before sending the goods.

4. Defective items (6 months)

If an item is defective, unsafe or not what you ordered, you may return it within 6 months of delivery. We will, at your choice, repair or replace it or refund you, as required by section 56 of the CPA. Items may be assessed by the supplier or manufacturer before a remedy is decided.

5. Items that cannot be returned for change of mind

For hygiene, safety or legal reasons the following can only be returned if defective:

• opened cosmetics, skincare, fragrances and personal care items;
• underwear, swimwear and earrings;
• perishable goods, groceries and health supplements;
• opened software, games, gift cards and digital codes;
• items made or personalised to your specification.

6. How to return

Request a return from Orders in My Account, or email us with your order number and reason. Support will coordinate return instructions with the seller, who arranges transport. Any return costs must comply with your statutory rights and the reason for the return. Please pack the item securely.

7. Refunds

Once the returned item has been received and checked, we refund you to the original payment method. Refunds are processed within 10 business days of approval; your bank may take a few more days to show the money. Transport is included in the product price. Any refund or lawful deduction must comply with the CPA and ECTA; no undisclosed delivery fee may be introduced.

8. Marketplace sellers

This policy applies to every product on Planet24, whether sold by Planet24 or by a marketplace seller. Planet24 handles the return and refund for you.

9. Contact

Questions about a return: the official contact channels on our Contact Us page.