Refund policy


RETURN & REFUND POLICY

Heartscrip

Our Commitment

At Heartscrip, we are committed to ensuring your satisfaction with every purchase. If you are not completely happy with your order, we are here to help in accordance with the Consumer Protection Act (CPA) No. 68 of 2008 of South Africa.

Returns

Eligibility for Returns Items may be returned under the following conditions:

  • The return request is made within 30 days of receiving your order
  • The item is unused, unwashed, and in its original condition
  • The item is in its original packaging with all tags attached
  • Proof of purchase (order confirmation or receipt) is provided

Non-Returnable Items The following items cannot be returned:

  • Downloadable or digital products
  • Customised or personalised items made to order
  • Sale or clearance items (unless faulty)
  • Items that have been used, damaged, or altered after delivery
  • Intimate or hygiene-sensitive products (where applicable)

Exchanges

  • Exchanges are accepted within 30 days of receiving your order
  • Items must meet the same conditions as returns (unused, original packaging, with tags)
  • Exchanges are subject to stock availability
  • If the desired item is unavailable, a refund or store credit will be offered

Faulty or Incorrect Items

If you receive an item that is:

  • Defective or damaged
  • Incorrect (wrong item or size sent)

Please contact us within 48 hours of delivery. We will arrange a replacement, exchange, or full refund at no additional cost to you. Photographic evidence of the fault or incorrect item may be required.

Refunds

Approved Refunds Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email.

  • Approved refunds will be processed within 7–10 business days
  • Refunds will be issued to the original payment method
  • Banking processing times may vary depending on your financial institution

Partial Refunds A partial refund may be granted in the following situations:

  • Item is returned in a condition that differs from how it was sent
  • Parts of the order are missing or not returned

Late or Missing Refunds If you have not received your refund after 10 business days:

  1. Check your bank account again
  2. Contact your bank or card provider as processing times may vary
  3. If you still have not received it, contact us at info@heartscrip.co.za

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • We recommend using a trackable shipping method as Heartscrip is not responsible for items lost in transit
  • Original shipping fees are non-refundable unless the return is due to our error

How to Initiate a Return or Refund

Contact us through the following:

📧 Email: info@heartscrip.co.za 📞 Phone: 071 846 8258

Please include the following in your request:

  • Your order number
  • Your full name
  • Reason for return
  • Photos (if item is faulty or incorrect)

Consumer Rights

In accordance with the Consumer Protection Act (CPA) No. 68 of 2008, customers have the right to:

  • Return unsafe or defective goods
  • Receive goods that are fit for purpose
  • Fair, honest, and transparent business dealings

Heartscrip fully supports and upholds these rights.

Last Updated: June 2026