Refund policy

(In accordance with South African Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002)

1. Cooling-Off Right for Online Purchases (ECTA)

In terms of Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase products online have the right to cancel their order within 7 days after delivery, without providing a reason.

To qualify for cancellation under this cooling-off right:

  • The return must be requested within 7 days of receiving the goods

  • The goods must be unused

  • The goods must be in their original, sealed, and unopened packaging

  • The hygiene seal (where applicable) must be intact

  • Proof of purchase must be provided

Customers are responsible for the direct cost of returning the goods.

Once the returned goods are received and inspected, a refund will be processed within 30 days of cancellation, in accordance with ECTA.

2. Hygiene & Personal Care Products

Due to health protection and hygiene regulations:

The following products cannot be returned once opened or unsealed, unless they are defective or incorrect:

  • Sanitary pads

  • Pantyliners

  • Tampons

  • Period panties

  • Any intimate or personal hygiene product

If the packaging or hygiene seal has been opened, broken, or tampered with, the product is not eligible for return under cooling-off provisions.

This is in accordance with Section 20(3)(a) of the Consumer Protection Act, which restricts returns where public health considerations apply.

3. 30-Day Voluntary Return Policy (Change of Mind)

In addition to your statutory cooling-off rights, Gentle Day South Africa offers a voluntary 30-day return policy for unused products.

To qualify:

  • The item must be unused and unworn

  • The item must be in its original sealed packaging

  • Period panties must not be worn, washed, or tried on

  • Proof of purchase must be provided

Returns requested after the 7-day cooling-off period but within 30 days are subject to approval and may incur reasonable handling or administrative fees where permitted by law.

Items sent back without prior approval will not be accepted.

4. Defective, Damaged or Incorrect Products (CPA Section 56)

In terms of the Consumer Protection Act, customers have a 6-month implied warranty of quality.

If a product is:

  • Defective

  • Damaged

  • Unsafe

  • Not as described

  • Incorrectly supplied

You are entitled to return it within 6 months of delivery.

In such cases:

  • Gentle Day South Africa will cover the return shipping cost

  • The customer may choose a repair, replacement, or refund

This applies even if the product has been opened, provided the issue relates to defect or non-compliance.

5. Exchanges

We do not process direct exchanges.

If you wish to change a product:

  1. Request a return (if eligible)

  2. Once approved, place a new order for the preferred item

6. How to Start a Return

To request a return, please email:

📧 info@gentleday.co.za
📞 082 873 5622

Please include:

  • Order number

  • Reason for return

  • Photos (if product is damaged or defective)

If your return is approved, you will receive instructions on how and where to send your package.

Products returned without prior authorization will not be accepted.

7. Refund Processing

Once we receive and inspect your return:

  • You will be notified of approval or rejection

  • If approved, refunds will be processed to the original payment method

  • Please allow up to 10 business days for your bank to process the refund

If more than 15 business days have passed since approval, please contact us.