Refund policy

Her Collective — Returns & Refunds Policy

If it doesn't have you guarding it like your last slice of cake, we'll help make it right. 💗


We want you to love what you order. This policy explains when you can return an item, how refunds work, and the rights you have under South African law.

1) The Cozie™ 14-Day Money-Back Guarantee

The Cozie™ is covered by our money-back guarantee — and yes, you can actually use it first.


Wear it for a full cycle. If it doesn't give you the relief you hoped for, email us at support@hercollective.co.za within 14 days of delivery with your order number and we'll refund you — even if the Cozie has been used. We may ask you to send the unit back (we'll give you the return address and instructions when you contact us).


This guarantee applies to the Cozie™ heat pad, including when bought as part of a bundle (the guarantee covers the Cozie portion of the bundle).

2) 14-Day Change-of-Mind Returns (all other items)

Changed your mind? You may request a return within 14 calendar days of delivery, provided that:


  • the item is unused, unworn, unwashed, and in resellable condition;

  • it is returned with its original packaging, tags, inserts, and accessories;

  • it is not excluded under section 3 below.


For change-of-mind returns, you cover the return shipping cost, unless we sent the wrong item.

3) Non-Returnable Items (hygiene)

To protect hygiene and safety, the following cannot be returned once opened, unsealed, or used:


  • intimate-use items (e.g. menstrual discs, period underwear that has been worn or washed);

  • personal care and hygiene items;

  • products sealed for hygiene reasons that have been opened;

  • personalized or custom-made items;

  • digital products (e-books) once delivered.


These exclusions follow South African e-commerce return exceptions and hygiene requirements. They do not apply to defective goods (section 4) or to the Cozie™ guarantee (section 1).

4) Damaged, Defective, or Incorrect Items

Inspect your order when it arrives. If it's damaged, defective, or we sent the wrong thing, contact us as soon as possible with:


  • your order number;

  • clear photos or a short video of the item and packaging;

  • a short description of the issue.


Under the Consumer Protection Act, defective goods may be returned within 6 months of delivery at our expense, and you may choose a repair, replacement, or refund. If a repaired item fails the same way within 3 months, you're entitled to a replacement or refund.

5) Cooling-Off Rights (ECTA)

If your purchase qualifies under the Electronic Communications and Transactions Act, you have a 7-day cooling-off right after receiving the goods. The only charge that may be passed on is the direct cost of returning the goods, and any refund due will be paid within 30 days of cancellation. This does not apply to certain excluded goods, such as personalized items or goods that cannot be returned by their nature.

6) How to Request a Return

Email support@hercollective.co.za or message us on WhatsApp with:


  • your full name and order number;

  • the item(s) you want to return;

  • the reason;

  • photos if the item is damaged, defective, or incorrect.


We reply within 24 hours on business days. Once approved, we'll send you the return address and instructions. Please don't send anything back before your return is approved.

7) Refunds

Approved refunds go back to your original payment method within 10 business days of us receiving and checking the return (bank processing can add a few days).


  • Cozie™ guarantee refunds: full item price.

  • Change-of-mind returns: item price, less return shipping where applicable.

  • Defective/incorrect goods: refund, repair, or replacement as required by law.

  • ECTA cooling-off cancellations: refunded within 30 days.


If more than 15 business days pass after approval without your refund, email us and we'll chase it down.

8) Exchanges

Prefer a swap? We'll help, subject to stock. If the replacement costs more, you pay the difference; if less, we refund the difference.

9) Fair Use

We may decline change-of-mind returns showing misuse, tampering, damage caused after delivery, or missing parts and packaging. This never limits your legal rights for defective, unsafe, or incorrectly supplied goods.

10) Your Rights Under South African Law

This policy works alongside — never instead of — your rights under the Consumer Protection Act and the Electronic Communications and Transactions Act.


Questions? support@hercollective.co.za