Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@hercollective.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@hercollective.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@hercollective.co.za.

Her Collective Returns Policy

If it doesn’t have you guarding it like your last slice of cake, don’t stress — we’ll make returns simple, fair, and fuss-free.

At Her Collective, we want you to love what you order. If something is not right, this policy explains when you can return an item, how refunds work, and which rights you have under South African law.

1) Our 14-Day Change-of-Mind Return

If you change your mind, you may request a return within 14 calendar days of delivery, provided that:

the item is unused, unworn, unwashed, and in a resellable condition;
it is returned with its original packaging, tags, inserts, and accessories;
it is not a product excluded below under non-returnable items.

For approved change-of-mind returns, the customer is responsible for the return shipping cost, unless we sent the wrong item.

2) Non-Returnable Items

To protect hygiene, safety, and product integrity, the following items are not eligible for change-of-mind returns once opened, used, or unsealed:

personal care, skincare, beauty, and hygiene items;
intimate-use items;
products that are sealed for hygiene reasons and have been opened;
personalized, custom-made, special-order, or made-to-specification items;
items that by their nature cannot be returned or are likely to deteriorate rapidly.

These exclusions are intended to align with South African e-commerce return exceptions and public-health/hygiene limitations.

3) Damaged, Defective, Unsafe, or Incorrect Items

If your order arrives damaged, defective, unsafe, or we sent the wrong item, please contact us as soon as possible with:

your order number;
clear photos/video of the item and packaging;
a short description of the issue.

Where goods do not meet the standards required by the CPA, you may return them within 6 months of delivery, and the return is at the supplier’s risk and expense. In those cases, you may direct us to repair, replace, or refund the item, as provided by law. If an item is repaired and the same problem reappears within 3 months, you may be entitled to a replacement or refund.

4) Online Orders and Cooling-Off Rights

If your purchase qualifies for cancellation under the Electronic Communications and Transactions Act (ECTA), you may have a 7-day cooling-off right after receiving the goods. For those qualifying cancellations, the only charge that may be passed on is the direct cost of returning the goods, and any refund due must be paid within 30 days of cancellation. This right does not apply to certain excluded goods, including personalized items, goods that cannot be returned by their nature, or goods likely to deteriorate rapidly.

5) Condition of Returned Goods

Returned goods must be packaged safely to avoid damage in transit. We may decline a change-of-mind return, or reduce the refund where lawfully allowed, if an item is returned:

used or damaged;
incomplete;
without original packaging where that packaging materially affects resale;
in a condition inconsistent with normal inspection.

This does not reduce any customer rights for genuinely defective, unsafe, or incorrectly supplied goods.

6) Refunds

If your return is approved, refunds are processed back to the original payment method.

Change-of-mind returns: refund of the item price, less any applicable delivery or return costs, where permitted.
Incorrect/defective goods: refund, repair, or replacement as required by law.
ECTA cooling-off cancellations: refund within 30 days where applicable.

7) Exchanges

If you would prefer an exchange, we’ll do our best to help, subject to stock availability. If the replacement item costs more, you’ll simply pay the difference. If it costs less, we’ll refund the difference where applicable.

8) How to Request a Return

To start a return, please contact us with:

your full name;
order number;
item(s) you want to return;
reason for return;
photos if the item is damaged, defective, or incorrect.

Once approved, we’ll share the next steps.

9) Your Rights Under South African Law

This policy is intended to be read together with, and not instead of, your rights under South African consumer law. Nothing in this policy limits any rights you may have under the Consumer Protection Act or the Electronic Communications and Transactions Act.