Refund policy

At BietjieBirdie, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we'll do our best to assist.

This policy explains how we handle returns, refunds and exchanges. Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection legislation.

1. CHANGE-OF-MIND RETURNS

BietjieBirdie does not offer a blanket 30-day change-of-mind return policy.

Change-of-mind returns are not automatically accepted unless a return right applies under South African law or BietjieBirdie has expressly agreed to accept the return.

If we agree to accept a change-of-mind return, the product must be unused, undamaged and in a condition suitable for resale, together with its original packaging and accessories where reasonably possible.

The customer may be responsible for the reasonable cost of returning the product unless applicable law provides otherwise.

Nothing in this section affects any statutory cooling-off or other consumer rights that may apply to your purchase.

2. DEFECTIVE OR DAMAGED PRODUCTS

If your product arrives defective, damaged or does not conform to the product description, please contact us at info@bietjiebirdie.co.za as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs or video showing the issue.

We may ask you to return the product for inspection.

Where the issue is covered by applicable consumer protection legislation, BietjieBirdie will provide the remedy required by law, which may include repair, replacement or refund depending on the circumstances.

3. INCORRECT PRODUCT RECEIVED

If we have sent you the wrong product, please contact us at info@bietjiebirdie.co.za.

Once we have confirmed the error, we will arrange an appropriate solution, which may include replacement of the incorrect product or a refund.

Where the incorrect product needs to be returned, we will provide instructions for doing so.

4. PRODUCTS DAMAGED DURING DELIVERY

If your order arrives damaged, please take photographs of the packaging and product and contact us as soon as possible.

We will assist in investigating the matter and will provide the appropriate remedy where required by applicable law.

5. HOW TO REQUEST A RETURN

To request a return, email info@bietjiebirdie.co.za with:

Your full name;
Order number;
Product concerned;
Reason for the return; and
Photographs or other supporting information where relevant.

Please do not send a product back before contacting us and receiving return instructions.

6. REFUNDS

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time required for the refund to reflect in your account may depend on your payment provider or financial institution.

Refunds will be handled in accordance with applicable South African consumer protection legislation.

7. EXCHANGES

Where appropriate, BietjieBirdie may offer an exchange instead of a refund.

Exchanges are subject to product availability and any applicable consumer rights.

If the replacement product has a different price, we will advise you of the applicable difference before processing the exchange.

8. PRODUCTS THAT HAVE BEEN USED

Products returned because of a change of mind must be returned in an unused and resaleable condition if BietjieBirdie has agreed to accept the return.

This does not affect your rights where a product is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer protection legislation.

9. PERSONALised OR CUSTOM PRODUCTS

Where permitted by applicable law, personalised, customised or specially made products may not be eligible for change-of-mind returns.

This does not affect any statutory rights relating to defective, unsafe or incorrectly supplied products.

10. SALE AND PROMOTIONAL PRODUCTS

Sale products and promotional products remain subject to applicable consumer protection legislation.

A discounted price does not remove a customer's statutory rights where a product is defective, unsafe or incorrectly supplied.

11. CONSUMER RIGHTS

BietjieBirdie respects the rights provided to consumers under applicable South African legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded, restricted or waived.

Where a mandatory legal right applies, that right will take precedence over this policy.