Refund policy
Last updated: 26 September 2026
At Hearth & Hue™ we want you to be happy with your purchase. This policy explains how returns, replacements and refunds work. It does not limit any rights you have under South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.
1. Faulty or damaged products
If your product arrives damaged, or has a fault such as stitching flaws, foam deformation or hardware faults, please contact us within 30 days of delivery. Send your order number and a few clear photos of the problem. We will replace the product or, if we cannot, refund you in full. We cover the cost of collecting the faulty item and sending the replacement.
Under the Consumer Protection Act, you may also return goods that turn out to be defective within 6 months of delivery for a repair, replacement or refund, at no cost to you.
2. Changed your mind (online cooling-off period)
You may cancel an online order without giving a reason within 7 days of receiving your goods. To do so:
- Email us within the 7 days with your order number.
- Return the item unused, undamaged and in its original packaging.
- The cost of returning the item is for your account.
Once we receive and check the item, we will refund the price you paid for the goods within 30 days of your cancellation, to your original payment method. Delivery was free, so no delivery charge applies.
3. What is not covered
We cannot offer a refund or replacement where the damage or problem was caused by:
- incorrect installation or fitting, or use that goes against the instructions;
- misuse, accidents or modification of the product;
- not following the care instructions, including soaking, machine washing, harsh chemical cleaners or prolonged exposure to extreme heat.
Normal wear and tear over time is also not a defect.
4. Care instructions
To keep your product in good condition, wipe it over with a barely-damp cloth and let it air-dry. Please do not soak, submerge or machine wash it.
5. How to start a return or claim
Contact us through the details on our Contact page and include:
- your order number;
- a short description of the problem or your reason for returning;
- photos, if the product is faulty or damaged.
We will reply as soon as we can, usually within 2 business days, and will tell you exactly what to do next. Please do not send anything back before we have confirmed the return with you.
6. Refunds
Approved refunds are paid to the original payment method. Your bank or PayFast may take a few extra days to show the money in your account.
Hearth & Hue™
Cape Town, South Africa