Refund policy

RETURNS & REFUNDS POLICY

Last Updated: 11 June 2026

At Little Joy Co, we strive to provide high-quality baby products that meet the expectations of parents and caregivers. This Returns & Refunds Policy sets out your rights and obligations when purchasing products from us.

This Policy forms part of our Terms and Conditions and complies with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. Defective, Unsafe or Faulty Products

If a product is defective, unsafe, or fails to meet the standards contemplated in the CPA, you may return the product within 30 day's of delivery.

Upon inspection and confirmation of the defect, you may elect to receive:

  • a repair;
  • a replacement; or
  • a full refund.

This statutory warranty applies only where the defect was not caused by:

  • misuse;
  • abuse;
  • negligence;
  • accidental damage;
  • failure to follow care or usage instructions;
  • unauthorised alterations or modifications; or
  • normal wear and tear.

The supplier bears the cost of collecting defective products that qualify for return under this clause.

2. Online Purchases – Cooling-Off Period

Where applicable under ECTA, customers may cancel an online purchase within 7 (seven) days of receiving the goods, without providing a reason and without penalty.

Customers exercising this right must notify us in writing within the prescribed period.

The customer will be responsible for the direct cost of returning the goods, provided that:

  • the goods are unused;
  • the goods are returned in substantially the same condition as delivered; and
  • all original packaging, accessories, manuals, and free gifts are included.

Refunds will be processed within a reasonable period after the returned goods have been received and inspected. The only deduction permitted shall be the direct cost of return shipping where applicable.

3. Hygiene and Safety Products

Due to hygiene and safety considerations relating to baby products, the following items cannot be returned or exchanged unless they are defective, damaged upon delivery, or supplied incorrectly:

  • opened baby feeding products;
  • opened oral care products;
  • opened teething products;
  • personal care products;
  • products where the hygiene seal or packaging has been broken;
  • products that have been used, washed, sterilised, or altered after delivery.

This restriction is necessary to protect the health and safety of our customers and their children.

4. Incorrect or Damaged Deliveries

If you receive:

  • the wrong product;
  • an incomplete order; or
  • a product damaged during transit,

you must notify us within 48 hours of delivery by email, together with photographic evidence where reasonably possible.

If the claim is validated, we will arrange collection and either:

  • replace the item; or
  • issue a full refund.

No collection or replacement costs will be charged to the customer in these circumstances.

5. Change-of-Mind Returns

Except where required by law, Little Joy Co does not accept returns simply because a customer has changed their mind, ordered the incorrect item, or no longer requires the product.

Where Little Joy Co agrees, at its sole discretion, to accept a voluntary return outside of statutory obligations:

  • the product must be unused;
  • the product must be returned in its original, saleable condition;
  • all packaging and accessories must be included; and
  • the customer shall be responsible for all courier and handling costs.

Approved discretionary returns may be subject to a reasonable administration or restocking fee, provided such fee is lawful and disclosed to the customer prior to processing the return.

6. Return Procedure

To initiate a return, customers must contact us at:

Email: [Insert Your Email Address]

The following information must be provided:

  • order number;
  • full name;
  • contact details;
  • description of the issue; and
  • supporting photographs where applicable.

Returns sent without prior authorisation may be refused.

7. Inspection of Returned Products

All returned products are subject to inspection.

Little Joy Co reserves the right to refuse a refund, replacement, or exchange where inspection reveals that:

  • the product has been used contrary to its intended purpose;
  • the product has been damaged after delivery;
  • the product is not returned with all components originally supplied; or
  • the return falls outside the rights afforded under South African law.

8. Refund Method

Approved refunds will be processed using the original method of payment where reasonably possible.

Little Joy Co reserves the right to request proof of identity and proof of purchase before issuing a refund.

Refunds will not be issued in cash for orders originally paid via electronic payment methods.

9. Proof of Purchase

A valid proof of purchase, including an order confirmation, invoice, or receipt issued by Little Joy Co, is required for all return, exchange, and refund requests.

10. Your Statutory Rights

Nothing in this Policy limits, excludes, or restricts any rights afforded to consumers under applicable South African law.

Where any provision of this Policy conflicts with mandatory consumer protection legislation, the relevant legislative provision shall prevail.

Important Notice

Baby products are intended for use strictly in accordance with the manufacturer's instructions. Parents and caregivers remain responsible for supervising children during the use of all products sold by Little Joy Co.

Recommendations for Additional Protection

To further protect your business, I recommend that you also include:

  • a comprehensive Terms & Conditions page;
  • a Shipping Policy specifying delivery timeframes and courier liability limits;
  • a Privacy Policy compliant with POPIA;
  • product-specific safety disclaimers on all baby products; and
  • a clause requiring customers to inspect orders within 48 hours of delivery.

Note: This policy is intended as a legally compliant business document for general use. For maximum protection specific to your business structure and product range, you should have it reviewed by a South African attorney experienced in e-commerce and consumer law.