Returns & Refunds Policy

At Smouse, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we will do our best to resolve the issue fairly and in accordance with the South African Consumer Protection Act (CPA).

1. Return Eligibility

You may request a return if:

• The item is defective, damaged or faulty upon delivery.
• The incorrect item was received.
• The item is materially different from the product description.
• You have changed your mind and the item meets the requirements outlined below.

To be eligible for a return, items must:

• Be returned within the applicable return period.
• Be unused and in their original condition.
• Include all original packaging, accessories and documentation where applicable.

2. Change of Mind Returns

If you change your mind about a purchase, you may request a return within 14 days of delivery.

To qualify:

• The item must be unused.
• The item must be in its original packaging.
• The item must be in a resalable condition.

Please note that return shipping costs for change-of-mind returns may be deducted from the refund amount where permitted by law.

3. Defective, Damaged or Incorrect Items

If your item is:

• Defective
• Damaged during delivery
• Missing parts
• Incorrectly supplied

Please contact us within 7 days of receiving your order.

Where applicable, we may request photographs of the item and packaging to assist with the assessment.

Depending on the circumstances, we may offer:

• A replacement
• A repair
• A store credit
• A full refund

4. Non-Returnable Items

For hygiene, safety and consumer protection reasons, certain products may not be eligible for return once opened or used, unless defective.

These may include:

• Personal care products
• Health and hygiene items
• Consumable products
• Any product specifically marked as non-returnable

This does not affect your rights in respect of defective goods under the Consumer Protection Act.

5. Refund Process

Once your returned item has been received and inspected:

• You will be notified of the outcome.
• Approved refunds will be processed to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to reflect, depending on your payment provider or bank.

6. Exchanges

Where stock is available, we may offer an exchange for:

• The same item
• An alternative size or variation
• A replacement product of equal value

If a replacement item is unavailable, a refund may be issued.

7. Return Shipping

Faulty, Damaged or Incorrect Items

Where a return is approved due to:

• A defect
• Damage
• Incorrect fulfilment

Smouse will arrange collection or cover reasonable return shipping costs.

Change of Mind Returns

Customers may be responsible for return shipping costs unless otherwise stated.

8. Consumer Protection Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the South African Consumer Protection Act, 2008.

Where applicable law provides greater protection than this policy, such law shall prevail.

9. How to Request a Return

To request a return, please contact us with:

• Your order number
• Your full name
• A description of the issue
• Supporting photographs where applicable

Email: sales@smouse.co.za

Our team will provide further instructions regarding the return process.

10. Contact Us

If you have any questions regarding returns, exchanges or refunds, please contact:

Smouse
Operated by Sourced Collections (Pty) Ltd
Email: sales@smouse.co.za