Returns & Refunds

If your order arrives damaged, contains an incorrect item, or a product is unsuitable, contact us at info@cghaven.co.za with your order number and details of the issue.

Returns for unsuitable products

For a product supplied correctly but found unsuitable, please request a return within 14 calendar days from dispatch. Where the statutory online cooling-off right applies, you have at least 7 calendar days after receiving the goods to exercise that right, even if this ends later.

Under our voluntary returns policy, products originally supplied sealed must be returned unopened, unused and undamaged, with their original seals, packaging and contents intact. Products opened, tampered with or damaged by the customer are not eligible under this voluntary policy. This condition does not override statutory cancellation or defective-product rights.

The customer is responsible for the direct return-shipping costs for an unsuitable product supplied correctly. Please package the product securely to protect it during transport.

Damaged, faulty or incorrect products

If an item arrives damaged, is faulty or differs from your order or its description, please contact us promptly. Include photographs where available to help us assess the issue. Opening packaging to discover a fault does not automatically remove your statutory rights.

Where a return qualifies under applicable consumer law, we will cover the required return-shipping costs and provide the remedy required by law. Qualifying defective goods may be returned within six months after delivery under the Consumer Protection Act. Customer-caused damage does not itself constitute a product defect.

How to arrange a return

Email us before sending the item so we can provide return instructions and the correct return address. Include your order number, the product concerned and the reason for the return. Our return arrangements do not limit any statutory right or deadline.

Refunds

Once a return is received, inspected and approved, we will process the refund within 3 business days. An eligible product returned in its original condition will be refunded at the full product price actually paid, including any discount applied when purchased.

Shipping charges will be refunded where required by law. Refunds will normally be made through the original payment method. Your bank or payment provider may require additional time to reflect the funds. Any statutory refund deadline remains applicable.

Pre-orders

For cancellation before dispatch, please also read our Pre-order Policy. Your statutory rights remain applicable.

Your consumer rights

This policy does not exclude or restrict rights provided by South African consumer law. Where a policy condition conflicts with an applicable statutory right, the statutory right takes precedence.