Refund policy

HIS GIFT BOX

RETURNS, REFUNDS & EXCHANGES POLICY

Last Updated: 2026/06/06

At His Gift Box ("HGB", "we", "our", or "us"), we are committed to providing quality products and excellent customer service. This Returns, Refunds & Exchanges Policy has been designed to comply with applicable South African consumer legislation, including the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA).

By purchasing from HGB, you agree to the terms set out below.

1. CHANGE OF MIND RETURNS

We understand that sometimes you may change your mind about a purchase.

If you wish to return an item because you no longer want it, you may request a return within 7 days of receiving your order, provided that:

  • The item has not been used.

  • The item remains unopened where hygiene seals or protective packaging are present.

  • The item is returned in its original packaging.

  • All accessories, manuals, complimentary items and promotional gifts included with the purchase are returned.

  • The item is in a resalable condition.

Customers are responsible for the cost of returning change-of-mind purchases unless otherwise agreed by HGB.

Original delivery charges are non-refundable.

Once the returned item has been received and inspected, we may offer:

  • A refund to the original payment method;

  • Store credit; or

  • An exchange.

The choice of remedy remains at HGB's discretion where permitted by law.

2. YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT

Under the Consumer Protection Act, consumers have the right to receive goods that are:

  • Of good quality;

  • In good working order;

  • Free from defects;

  • Durable;

  • Reasonably suitable for the purpose for which they are intended.

If a product fails to meet these standards within six months of delivery, you may return it in accordance with the CPA.

Depending on the circumstances and applicable legislation, you may be entitled to:

  • Repair;

  • Replacement;

  • Refund.

Returned products may be inspected to determine whether the defect resulted from manufacturing faults or from misuse, accidental damage, improper storage or normal wear and tear.

Nothing in this policy limits your statutory rights under South African law.

3. DAMAGED, INCORRECT OR INCOMPLETE ORDERS

Please inspect your order upon delivery.

If you receive:

  • A damaged item;

  • An incorrect item;

  • Missing products;

  • A product that differs substantially from what was ordered;

Please notify HGB within 48 hours of delivery.

To assist us in resolving your claim quickly, please provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the item and packaging;

  • Any other relevant information requested.

Failure to report damage within a reasonable period may affect our ability to investigate courier-related claims.

Where appropriate, HGB will arrange a replacement, exchange, refund or another suitable remedy.

4. HYGIENE AND PERSONAL CARE PRODUCTS

Due to hygiene and health considerations, certain personal care products cannot be returned once opened or used unless they are defective.

These products may include, but are not limited to:

  • Tongue scrapers;

  • Beard rollers;

  • Silicone body brushes;

  • Shower accessories;

  • Nail care tools;

  • Precision grooming kits;

  • Beard bibs;

  • Shaving brushes;

  • Personal grooming accessories;

  • Similar hygiene products.

Products supplied with hygiene seals, protective packaging or sanitary coverings may not be returned once those seals have been broken unless required by law.

Nothing in this section limits your rights under the Consumer Protection Act.

5. NON-RETURNABLE ITEMS

Unless defective or otherwise required by law, the following items cannot be returned:

  • Used products;

  • Opened hygiene products;

  • Products damaged through misuse;

  • Products altered after delivery;

  • Clearance or final sale products clearly marked as non-returnable;

  • Gift cards;

  • Personalised or customised products.

6. PROMOTIONAL BUNDLES AND GIFT SETS

Where products are purchased as part of a promotional bundle or gift set, all products included in the promotion must generally be returned together for a full refund unless otherwise agreed by HGB.

Partial returns may result in adjusted refund values or store credit.

7. GIFT PURCHASES

Eligible gift purchases may be exchanged for store credit.

Refunds can only be processed to the original purchaser using the original payment method.

Proof of purchase may be required.

8. RETURN SHIPPING

If a return is due to a change of mind or customer preference, the customer is responsible for return shipping costs.

If a return relates to:

  • A defective product;

  • An incorrect product;

  • A product damaged before delivery;

HGB may cover reasonable return shipping costs or arrange collection where appropriate.

Return shipping methods must be approved by HGB before goods are sent back.

Items returned without prior approval may not qualify for reimbursement of shipping costs.

9. REFUNDS

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

Please allow:

  • Up to 5–10 business days for inspection and processing;

  • Additional banking or payment provider processing times.

Original shipping charges are generally non-refundable unless required by law.

Refund timing may vary depending on your payment provider.

10. EXCHANGES

Eligible products may be exchanged subject to stock availability.

If replacement stock is unavailable, HGB may offer:

  • Store credit;

  • An alternative product;

  • A refund where required.

11. ONLINE PURCHASES

In accordance with the Electronic Communications and Transactions Act, certain online purchases may qualify for a cooling-off period.

Certain goods may be excluded from cooling-off rights, including products opened for hygiene reasons or products specifically excluded under applicable legislation.

Nothing in this policy limits your statutory rights.

12. LOST OR DELAYED PARCELS

HGB works with trusted courier partners to deliver your order safely.

Risk of loss or damage passes to the customer upon confirmed delivery to the delivery address provided during checkout.

If a parcel is delayed or believed to be lost, HGB will assist in investigating the matter with the courier service.

Customers must ensure that delivery information supplied at checkout is accurate.

HGB cannot be held responsible for delays caused by incorrect delivery information supplied by the customer.

13. HOW TO REQUEST A RETURN

To request a return, please contact us.

Email: [INSERT EMAIL ADDRESS]

Customer Support: [INSERT CONTACT DETAILS]

Please include:

  • Full name;

  • Order number;

  • Contact details;

  • Reason for the return;

  • Clear photographs where applicable.

Our team will provide instructions for returning eligible products.

Products returned without prior authorisation may not be accepted.

14. INSPECTION OF RETURNS

All returned products are inspected upon receipt.

Approval of refunds, replacements or exchanges is subject to confirmation that:

  • The item is eligible for return;

  • The item matches the reported issue;

  • The item complies with this policy;

  • The return complies with applicable South African legislation.

15. FRAUD PREVENTION AND MISUSE

To protect both customers and the business, HGB reserves the right to decline returns or refunds where:

  • Products show evidence of misuse;

  • Products have been intentionally damaged;

  • Products have been altered;

  • Fraudulent claims are suspected;

  • Excessive or unreasonable return activity is identified;

  • The return does not comply with this policy.

Nothing in this section limits any rights afforded to consumers under South African law.

16. LIABILITY

HGB's liability in relation to returned goods shall be limited to the remedies available under applicable South African consumer legislation.

HGB shall not be responsible for indirect, incidental or consequential losses except where liability cannot legally be excluded.

17. CHANGES TO THIS POLICY

HGB reserves the right to amend or update this Returns, Refunds & Exchanges Policy from time to time to reflect changes in legislation, business practices or operational requirements.

The version published on our website at the time of purchase will apply to that transaction unless otherwise required by law.

18. CONTACT US

If you have any questions regarding this policy or wish to request a return, please contact us:

His Gift Box

Telephone: 0791375368

Website: hisgiftbox.co.za

Business Address: Online store

Business Hours: 08:00 - 17:00

IMPORTANT LEGAL NOTICE

Nothing contained in this Returns, Refunds & Exchanges Policy is intended to limit, exclude or waive any rights afforded to consumers under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or any other applicable South African legislation.

Where any provision of this policy conflicts with mandatory consumer rights provided by law, the applicable legislation shall prevail, and the remainder of this policy shall continue to apply.