Refund & Returns Policy

This Refund & Returns Policy applies to all purchases made on stillproducts.co.za. It is designed to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

Damaged or defective goods

If a product arrives damaged, defective, or not as described, please tell us within 7 days of delivery at info@stillproducts.co.za, with your order number and a photo where possible. Where a product is found to be damaged or defective, you may choose one of the following:

• a replacement of the same product;
• store credit to the value of the product; or
• a refund to your original payment method.

Cooling-off period (online purchases)

Under section 44 of the ECT Act, where it applies you may cancel an online purchase within 7 business days of receiving the goods, without reason. To exercise this right, contact us within that period. The product must be unused and in its original, unopened condition (see the hygiene exclusion below). You are responsible for the cost of returning the goods, and we will refund the price paid for the product within 30 days of cancellation. This right does not apply to goods that fall within the hygiene exclusion once opened or used.

Hygiene & quality exclusion

For health, hygiene and quality reasons, products that have been opened or used cannot be returned unless they are damaged or defective. This applies to (without limitation):

• candles
• room mists
• reed diffusers
• body products
• wellness products

This exclusion does not affect your right to return a product that is damaged, defective, or not as described.

How refunds are processed

Approved refunds are issued to your original payment method (PayFast/card or EFT). Once approved, please allow a few business days for the refund to reflect, depending on your bank or card provider. Where a return is required, we will provide return instructions; please do not send items back before contacting us.

Contact

For any return or refund request, email info@stillproducts.co.za with your order number.