Refund policy
THE BAOBAB SOCIAL
RETURNS, REFUNDS & EXCHANGES POLICY
Last updated: 12 August 2026
At THE BAOBAB SOCIAL, we want you to shop with confidence.
We carefully select and offer products across fashion, art, technology, gadgets and modern lifestyle, and we aim to make every order a positive experience.
If something isn't right with your order, please contact us and we'll work with you to find the appropriate solution.
This policy applies to purchases made through THE BAOBAB SOCIAL online store and should be read together with our Terms of Service and other store policies.
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded under applicable South African law.
1. YOUR CONSUMER RIGHTS
THE BAOBAB SOCIAL respects the rights of consumers under applicable South African consumer-protection and electronic-commerce laws.
Where goods are defective, unsafe, of unacceptable quality, or otherwise fail to meet applicable legal requirements, you may have statutory rights to return the goods and request an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and applicable law.
The Consumer Protection Act provides an implied warranty of quality for qualifying goods and, subject to its requirements, allows consumers to return qualifying defective goods within six months of delivery.
Nothing in our voluntary return policy is intended to take away those statutory rights.
2. CHANGE-OF-MIND RETURNS
We understand that sometimes you may simply decide that a product isn't right for you.
You may request a change-of-mind return within 7 days of delivery. Contact us within this period to start your return.
Where a voluntary change-of-mind return is available for the particular product, the item must generally be:
- Unused
- Unworn
- Unwashed
- Undamaged
- In its original condition
- In its original packaging where reasonably applicable
- Returned with original tags, accessories and components where applicable
For hygiene, safety, personalization or product-specific reasons, certain products may not qualify for a voluntary change-of-mind return where permitted by law.
Skincare and beauty: For hygiene reasons, opened or unsealed skincare products (such as creams and serums) and used beauty devices (such as IPL hair removal devices) cannot be returned for change of mind. Unopened, sealed items in original packaging may be returned within 7 days of delivery. Faulty, damaged or incorrect skincare and beauty products remain fully covered under sections 3 and 9 and your rights under the Consumer Protection Act.
Important: This section does not limit any statutory cooling-off, cancellation, defective-goods or other consumer rights that apply to your purchase.
Where a statutory cooling-off right applies to an online transaction, we will honour that right in accordance with applicable law. The Electronic Communications and Transactions Act provides for a seven-day cooling-off period for qualifying transactions, subject to the Act and its exceptions.
3. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is:
- Defective
- Damaged during delivery
- Unsafe
- Significantly different from the product advertised
- Incorrectly supplied
- Missing important components
please contact us as soon as reasonably possible.
Please provide:
Order number:
Customer name:
Product name:
Description of the problem:
Photographs/video showing the issue:
Photos or video may be requested so that we can properly assess the issue and work with our fulfilment, shipping, manufacturing or supplier partners where necessary.
For qualifying defective goods, your statutory rights under South African law continue to apply.
4. PRODUCTS DAMAGED DURING DELIVERY
We recommend inspecting your order as soon as possible after receiving it.
If your product arrives visibly damaged, please take photographs of:
- The product
- The packaging
- Any visible shipping damage
- The shipping label
Then contact us.
Please do not throw away the packaging until we have advised you that it is no longer required.
We may need the information to investigate the shipment with our delivery or fulfilment partner.
5. WRONG PRODUCT RECEIVED
If we accidentally send you the wrong product, please contact us before returning it.
We will review the order and, where appropriate, arrange the relevant correction, replacement or refund.
You should not purchase a replacement product yourself before contacting us unless you choose to do so independently.
6. SIZE / FIT — CLOTHING
For clothing, please carefully review the size guide and product measurements before ordering.
A product that does not fit because the customer selected the incorrect size is generally treated as a change-of-mind/size-selection return, rather than a defective product, subject to applicable law and any product-specific return terms.
Where a voluntary size exchange is available, the item must be:
- Unworn
- Unwashed
- Undamaged
- Free from stains, perfume, makeup, pet hair or other marks
- Returned with applicable tags and packaging
We cannot guarantee that the requested replacement size will still be available.
7. PRINT-ON-DEMAND AND MADE-TO-ORDER PRODUCTS
Some THE BAOBAB SOCIAL products may be produced specifically after an order is placed.
Because these products may be made specifically for the order, change-of-mind returns may be restricted where permitted by applicable law.
However, this does not remove your rights where the product is defective, damaged, incorrectly supplied or otherwise covered by applicable consumer-protection law.
If your made-to-order product has a problem, contact us and we will assess the matter.
8. ARTWORK AND DECORATIVE PRODUCTS
For artwork, prints and other decorative products:
Please inspect the product carefully when received.
If the artwork arrives:
- Damaged
- Incorrect
- Defective
- Materially different from what was advertised
contact us with photographs and your order number.
For custom or personalised artwork, change-of-mind returns may be restricted where permitted by law.
9. ELECTRONICS AND GADGETS
Technology products and electronic gadgets may be subject to additional manufacturer or supplier warranty conditions.
If your electronic product develops a fault, please contact us before attempting to repair, modify or disassemble it.
Do not attempt to repair the product yourself, as this may affect your warranty or statutory remedies where applicable.
Depending on the circumstances, the appropriate remedy may include repair, replacement or refund.
10. PRODUCTS THAT HAVE BEEN USED, DAMAGED OR ALTERED
For voluntary returns, products should be returned in their original condition.
A voluntary return may be refused where a product has been:
- Used beyond reasonable inspection
- Washed
- Worn
- Altered
- Modified
- Damaged after delivery
- Personalised
- Tampered with
- Missing components or accessories
This does not affect statutory rights relating to defective or otherwise qualifying goods.
11. HOW TO REQUEST A RETURN
Do not send a product back without first contacting THE BAOBAB SOCIAL.
To request a return, contact us through our official customer-support channel and provide:
Order number:
Full name:
Email used for the order:
Product:
Reason for return:
Photographs/video where applicable:
We will review the request and provide the appropriate return instructions.
Returns sent to an address that has not been authorised by THE BAOBAB SOCIAL may not be processed correctly.
12. RETURN SHIPPING
For a voluntary change-of-mind return, the customer may be responsible for the direct cost of returning the product, where permitted by law and where we have not otherwise agreed to cover the cost.
Where a product is defective, incorrectly supplied, or another situation arises in which applicable law requires the supplier to bear the return cost, we will handle the return accordingly.
13. REFUNDS
Once a return or refund has been approved, the refund will generally be made using the original payment method, where reasonably possible.
The amount refunded will depend on the reason for the return and the applicable legal or voluntary return terms.
For qualifying defective goods, we will provide the remedy required or permitted under applicable law.
Where a statutory cooling-off right applies, refunds will be processed within the period required by applicable law. The ECT Act, for example, provides for a refund within 30 days where its qualifying cooling-off right has been exercised.
Please allow additional time for your bank or payment provider to reflect the funds in your account.
14. SALE AND DISCOUNTED PRODUCTS
Discounted products may be subject to product-specific return conditions displayed at the time of purchase.
However, a product being discounted does not remove applicable statutory consumer rights.
If a discounted product is defective or otherwise covered by a statutory remedy, we will deal with the matter in accordance with applicable law.
15. EXCHANGES
Where an exchange is available, we will try to assist with an exchange for the same product or an alternative available product.
Exchanges are subject to:
- Product availability
- Condition of the returned item
- Applicable return requirements
- Any applicable statutory rights
If the replacement product has a different price, the applicable price difference will be handled before the replacement is processed.
16. LOST OR UNDELIVERED ORDERS
If your order has not arrived within the expected delivery timeframe, please contact us.
We may investigate the shipment with our delivery or fulfilment partner.
Please provide your order number and delivery information so that we can investigate efficiently.
17. FRAUDULENT OR ABUSIVE RETURN ACTIVITY
THE BAOBAB SOCIAL reserves the right to investigate suspected fraudulent or abusive return activity.
Examples may include:
- Returning products that were not purchased from us
- Repeated fraudulent damage claims
- Altering or replacing products before returning them
- Providing false information
- Attempting to obtain multiple refunds for the same order
Any action we take will remain subject to applicable consumer-protection law.
18. OUR COMMITMENT
We want THE BAOBAB SOCIAL to be a store you can trust.
Our goal is not simply to sell products.
We want to build a modern South African lifestyle brand known for:
QUALITY.
DESIGN.
CREATIVITY.
AUTHENTICITY.
CUSTOMER CARE.
If something goes wrong with your order, contact us first and give us the opportunity to help.
19. CONTACT US
For return, refund or order-related questions:
THE BAOBAB SOCIAL
Email: baobabsocialest1995@gmail.com
Website: https://thebaobabsocial.co.za/
Business Hours: 10h00 to 17h00 Mondays - Sundays