Refund policy

# DELIVERY AND REFUND POLICY

**Last updated:** 06/08/2026

This policy forms part of our Terms and Conditions. Please read it before placing an order.

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# PART A — DELIVERY

## 1. Where we deliver

1.1 We deliver to addresses and collection points within the borders of the Republic of South Africa only.

1.2 We do not deliver to PO Boxes or Postnet suite addresses.

1.3 Deliveries to certain outlying, rural or restricted-access areas may attract a surcharge or take longer. If your address falls into one of these areas, we will contact you before dispatch with the additional cost or revised timeframe, and you may cancel for a full refund if you do not wish to proceed.

## 2. Our delivery partners

We deliver using two partners. You choose your preferred option at checkout.

**Pargo — Click & Collect**

Your parcel is delivered to a Pargo pick-up point of your choice (found at selected retail stores, pharmacies and fuel stations nationwide). You will receive an SMS and email with a collection code once your parcel arrives. Bring your collection code and your South African ID, driver's licence or passport to collect.

**The Courier Guy — Door-to-Door**

Your parcel is delivered to the physical address you provide during business hours. Someone must be available to receive and sign for it.

## 3. Delivery timeframes

3.1 Orders are processed within **[1–2] working days** of payment clearing. Orders placed after [15:00] or on a weekend or public holiday are processed on the next working day.

3.2 **We aim to fulfil all deliveries within 10 (ten) working days** of your order being accepted and payment clearing. "Working days" means Monday to Friday, excluding South African public holidays.

3.3 Typical timeframes within the 10-working-day window:

| Destination | Pargo pick-up point | The Courier Guy door-to-door |

|---|---|---|

| Main centres (Durban, Johannesburg, Pretoria, Cape Town, Gqeberha, Bloemfontein) | [2–4] working days | [1–3] working days |

| Regional and outlying areas | [4–7] working days | [3–6] working days |

3.4 These timeframes are estimates based on our couriers' published service levels and begin once your parcel has been collected from us, not when you place your order.

3.5 **If we cannot deliver within 10 working days,** we will notify you as soon as we become aware of the delay. You may then either agree to a revised delivery date or cancel your order and receive a **full refund, without penalty**.

3.6 We are not responsible for delays caused by events outside our reasonable control, including load shedding, extreme weather, national strikes, civil unrest, road closures or courier network failures. Where such a delay occurs we will keep you updated and your rights under clause 3.5 still apply.

## 4. Delivery charges

4.1 Delivery charges are calculated at checkout based on your delivery method, destination and the size and weight of your order. The full charge is displayed before you confirm and pay.

4.2 Optional: Delivery is free on orders over R800.

4.3 Pargo collection is generally the more affordable option.

## 5. Tracking your order

5.1 Once your parcel is dispatched you will receive a confirmation email and SMS containing your tracking number and a tracking link.

5.2 You can track your parcel directly with the relevant courier using that number. If your tracking has not updated for more than [3] working days, contact us at hishandiworkza@outlook.com and we will investigate with the courier.

## 6. Receiving your delivery

6.1 **Inspect your parcel before signing.** If the packaging is visibly damaged, opened or tampered with, note this on the courier's waybill or delivery app before signing, and notify us within **24 hours** at hishandiworkza@outlook.com with photographs. Signing for a parcel without noting visible damage makes it significantly harder for us to claim against the courier.

6.2 Please report any shortage, incorrect item or item damaged in transit within **[7] days** of delivery or collection, with photographs of the item and the packaging. We will arrange collection and replacement at our cost.

6.3 Risk in the goods passes to you on delivery to the address you provided, on handover to any person at that address who accepts the parcel, or on collection from the Pargo point.

## 7. Failed deliveries and uncollected parcels

7.1 **The Courier Guy.** The courier will attempt delivery [twice]. If nobody is available on both attempts, the parcel is returned to us. A re-delivery fee of R100 applies if the failed delivery was due to an incorrect address, an incomplete address or your unavailability.

7.2 **Pargo.** Parcels are held at the pick-up point for **10 days** from the date you are notified. Uncollected parcels are returned to us automatically.

7.3 Where a parcel is returned to us through no fault of ours, we will refund the purchase price of the goods **less the original delivery charge and less the return-to-sender charge**, or we can re-dispatch the order once you have paid the new delivery charge.

7.4 It is your responsibility to ensure the delivery address and mobile number you provide are correct. Please check your order confirmation carefully and contact us immediately at hishandiworkza@outlook.com if anything is wrong — we can usually amend details before dispatch, but not after.

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# PART B — RETURNS AND REFUNDS

## 8. Your rights at a glance

|---|---|---|---|

## 9. Cooling-off period — changed your mind

9.1 In terms of section 44 of the Electronic Communications and Transactions Act 25 of 2002, you may cancel your order **without giving a reason and without penalty within 7 (seven) days of receiving the goods**.

9.2 You are responsible for the direct cost of returning the goods to us.

9.3 The goods must be returned **unused, in their original condition, with all tags, accessories, manuals and free gifts, in their original undamaged packaging**. We may decline a refund or reduce it to reflect any loss in value where these conditions are not met.

9.4 Where you have already paid, we will refund you the full purchase price within **30 (thirty) days** of receiving your cancellation. In practice we aim to refund within **[10] working days** of receiving and inspecting the returned goods. The original delivery charge is not refunded.

9.5 **The cooling-off right does not apply to** (section 42(2) of ECTA and related exclusions):

- goods made to your specifications or clearly personalised;

- goods that by their nature cannot be returned, or that deteriorate or expire rapidly (including perishable goods);

- sealed hygiene, cosmetic, intimate apparel or personal-care items where the seal has been broken;

## 10. Defective, unsafe or poor-quality goods

10.1 In terms of sections 55 and 56 of the Consumer Protection Act 68 of 2008, you are entitled to goods that are of good quality, in good working order, free of defects, reasonably suitable for their intended purpose and durable for a reasonable period.

10.2 If, **within 3 (three) months of delivery**, the goods fail to meet these requirements, you may return them to us **at our risk and expense** and choose whether we:

(a) replace the goods; or

(b) refund you the purchase price.

10.3 This does not cover:

- normal wear and tear;

- damage caused by misuse, abuse, neglect, accident or use contrary to the manufacturer's instructions;

- damage caused by unauthorised alteration or repair;

- goods sold as "second-hand", "factory-second", "clearance" or "as-is", where the specific defect was disclosed to you before purchase and you accepted it on that basis.

## 11. Wrong or damaged items

If we send you the wrong item, or your item arrives damaged, notify us within **[7] days** of delivery at [EMAIL ADDRESS] with your order number and clear photographs. We will arrange collection at our cost and send a replacement or issue a full refund, including delivery charges.

## 12. How to return an item

**Step 1.** Email hishandiworkza@outlook.com within the applicable timeframe with your order number, the item(s) you are returning, the reason, and photographs where relevant.

**Step 2.** We will respond within **[2] working days** with a return authorisation number and instructions.

**Step 3.** Pack the goods securely in their original packaging. Write the return authorisation number clearly on the outside of the parcel. Returns received without a return authorisation number may be delayed or refused.

**Step 4.** Send the parcel to:

> 45 Ukosi Road

> Kloof, Durban, 3640

> Attention: Returns — His Handiwork

Where we are liable for return costs (clauses 10 and 11), we will arrange and pay for the collection ourselves — please do not send it back at your own cost and claim it back afterwards unless we have agreed in writing.

**Step 5.** We inspect returns within **[5] working days** of receipt and will notify you of the outcome.

## 13. How refunds are paid

13.1 Refunds are made using the **same method you used to pay**, unless we agree otherwise in writing. We do not refund to a different card or a third party's bank account.

13.2 Once approved, refunds are processed within **[10] working days**. Your bank or card issuer may take a further [3–10] working days to reflect the funds — this is outside our control.

13.3 Where a refund is due for a defective item, we refund the full purchase price **plus the original delivery charge**.

13.4 Where a refund is due because you changed your mind, we refund the purchase price **excluding the original delivery charge**.

13.5 We do not charge a restocking fee on cooling-off returns. Where goods are returned under section 20 of the CPA and have been used, unpacked or have depreciated in value, we may charge a reasonable handling and restocking fee of **up to 10%** of the purchase price, as permitted by section 20(6) of the CPA. We will tell you the exact amount before processing the refund.

13.6 We may offer a store credit or exchange as an alternative, but you are never obliged to accept one where you are entitled to a refund by law.

## 14. Cancelling before dispatch

You may cancel your order at any time before it is dispatched by emailing [EMAIL ADDRESS], and we will refund you in full. Once a parcel has been handed to the courier, the returns process in Part B applies.

## 15. Queries and complaints

15.1 Contact us first: hisahandiworkza@outlook.com / 0828929789]. We aim to resolve all complaints within [15] business days.

15.2 If we cannot resolve your complaint, you may refer the matter to the **National Consumer Commission** or the relevant provincial Consumer Affairs Office in terms of section 69 of the Consumer Protection Act.

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**HIS HANDIWORK** · hishandiworkza@outlook.com 0828929789

45 Ukosi Road, Kloof, Durban 3640

Trading hours: Monday–Friday, 09:00–17:00 SAST

Refund policy

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