Refund policy

Our 30-day return policy

You can request a return within 30 days of receiving your item. For a change-of-mind return under this policy, the item must be unworn or unused, with its tags and original packaging, and you will need a receipt or other proof of purchase. These conditions do not restrict your legal rights concerning defective, unsafe or incorrectly supplied goods.

How to start a return

Email dedroomkwekery@gmail.com with your order number, the item and the reason for your request. Please contact us before sending anything back so we can give you the correct return destination. Different items may need different return instructions.

Once your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Do not send an item to an address on the original parcel without confirming it with us. This process helps us identify and handle your return; it does not remove a return right provided by law.

Damaged, defective or incorrect items

Please inspect your delivery and tell us promptly if an item is damaged, defective or different from what you ordered. Include a description and, where possible, photographs so we can help. We will explain the available remedy and arrange return transport at our cost where required by law.

Where the Consumer Protection Act applies, qualifying goods that fail the required quality standards within six months of delivery may be returned at the supplier's risk and expense, and the consumer may choose repair, replacement or a refund as provided by that Act. Our 30-day change-of-mind window does not shorten those rights.

Online cancellation rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase within seven days after receiving the goods, without a reason or penalty. Only the direct cost of returning the goods may be charged, and a refund is due within 30 days of cancellation. Statutory exceptions apply to some products, including certain personalised or rapidly perishable goods.

If you wish to cancel before dispatch, contact us as soon as possible. We will check the order's status and help with the cancellation or return process that applies.

Change-of-mind exceptions

Our additional 30-day change-of-mind offer excludes personalised or made-to-order goods, perishable goods, opened hygiene or personal-care products, hazardous materials, gift cards and sale items. These exceptions apply only to our voluntary offer; they do not remove any statutory cancellation right or remedy for defective, unsafe or incorrectly supplied goods. Ask us before ordering if you are unsure about a particular item.

Exchanges

Contact us to return an eligible item and place a new order for the replacement once the return has been accepted. Availability of the replacement is checked at the time of the new order. This does not affect your right to a replacement where required by law.

Refunds

We will let you know when your return has been received and assessed. Approved refunds are returned to the original payment method within 10 business days, subject to any shorter applicable legal deadline. Your bank or payment provider may take additional time to display the credit. Contact us if you have not received it within 15 business days of approval.

Any statutory refund deadline takes precedence over our assessment process. We will not make a statutory refund conditional on a supplier reimbursing us first.

EU orders

For orders delivered into the European Union, applicable statutory withdrawal rights, including the 14-day withdrawal period for eligible purchases and its legal exceptions, remain available. Contact us for the instructions that apply to your order.

Need help?

Email dedroomkwekery@gmail.com or call +27 73 876 6902. Paws and Play remains your contact for the return, even when goods were dispatched by a supplier.