Refunds & Returns Policy

Refunds & Returns Policy

Last updated: 2 May 2026

This policy applies to all purchases made from HomeSoft within South Africa and is designed in accordance with the Consumer Protection Act (CPA).

1. Cooling-Off Right (Online Purchases)

Because purchases are made online, you have the right to cancel your order within 7 days of delivery.

  • You must notify us in writing within this 7-day period.
  • Items must be returned unused, in original condition, and in original packaging.
  • You are responsible for the cost of return shipping.
  • A reasonable handling/restocking fee may be deducted from your refund, as permitted by the CPA.

Refunds will be processed after the product has been received and inspected.

2. Faulty, Damaged, or Defective Products

Under the CPA, you are entitled to remedies if a product is defective.

If your item:

  • Is damaged on arrival
  • Has a manufacturing fault
  • Does not function as reasonably expected

You must notify us within 6 months of delivery.

We will, at our discretion and in line with the CPA:

  • Repair the item, or
  • Replace the item, or
  • Provide a full refund

We may request:

  • Clear photos or videos of the issue
  • Proof of purchase

3. Incorrect Items

If you receive the wrong item:

  • Notify us within 48 hours of delivery
  • We will arrange a replacement or refund at no additional cost

4. Non-Returnable Conditions

To protect the business and ensure hygiene and quality standards, we do not accept returns in the following cases:

  • Products that have been used, damaged, or altered by the customer
  • Products not returned in their original packaging and condition
  • Returns requested after the 7-day cooling-off period (unless defective)

5. Refund Processing

  • Refunds are processed within 7–10 business days after approval
  • Refunds will be made via the original payment method
  • Shipping costs are non-refundable, except where required by law (e.g. defective or incorrect items)

6. Return Process

To initiate a return:

  1. Email us at: support@homesoft.com
  2. Include:
    • Your order number
    • Reason for return
    • Supporting images (if applicable)
  3. Wait for return approval and instructions before sending the item

Returns sent without approval may not be accepted.

7. Delivery Time Notice

Orders are typically delivered within 2–7 business days.
Delays caused by couriers or external factors are beyond our control, but we will assist where possible.

8. Limitation of Liability

HomeSoft is not liable for:

  • Improper use of products
  • Normal wear and tear
  • Indirect or consequential damages

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

9. Contact Information

For any questions regarding returns or refunds:

Email: support@homesoft.com