Refund policy
Returns:
If you bought an item online, you may request a return within 14 calendar days from the date the item was delivered.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned:
Food and Consumable Products:
Food, coffee, sauces, oils, spices, olives, pesto, and other consumable products are not eligible for change-of-mind returns.
This exclusion does not apply if a product is spoiled, stale, expired, damaged, leaking, contaminated, unsafe, materially different from its description, or otherwise defective when delivered.
If you experience a problem with a food or consumable product, please do not consume it. Contact us as soon as possible, ideally within 48 hours of delivery, with your order number, the email address used for the order, a description of the problem, and photographs of the product, packaging, and any best-before, use-by, or batch information. Please keep the product and packaging until we advise you what to do.
We will investigate the issue and, where appropriate, arrange a replacement or refund in line with applicable law. We will tell you whether the product should be returned or disposed of. Please do not return food products without our instructions.
Intimate Apparel and Personal-Care Products:
We do not accept change-of-mind returns for underwear or other intimate apparel. Opened personal-care and fragrance products, including perfumes, beard oils, beard balms, shampoos, shower gels, and moustache ointments, are also not eligible for change-of-mind returns for hygiene reasons.
This does not affect claims for products that are defective, damaged, unsafe, contaminated, or materially different from their description.
Personalised and Made-to-Order Products:
Personalised, customised, branded, and made-to-order products are created specifically according to the customer’s instructions. They are not eligible for change-of-mind returns, refunds, or exchanges once personalisation or production has started.
Please check all names, spelling, dates, logos, colours, sizes, and other details carefully before confirming your order. We are not responsible for errors in details supplied or approved by the customer.
This exclusion does not apply if the product is defective, damaged, incorrect, unsafe, or materially different from the confirmed order details. If there is a problem with a personalised product, contact us at info@padstalwinkel.co.za with your order number, the email address used for the order, and photographs or details of the issue.
Mock-up Approval:
Where we provide a mock-up or proof before production, the customer is responsible for carefully checking and approving all names, spelling, dates, logos, colours, layout, and design details shown in the mock-up.
Once the customer has approved the mock-up, production will be based on that approved version. Errors that appear in the final product exactly as shown in the customer-approved mock-up, including spelling or design errors that the customer approved, are not considered errors made by Die Padstal Winkel and are not eligible for a change-of-mind return, refund, or exchange.
If the final product does not match the approved mock-up, or is defective, damaged, unsafe, or otherwise not made according to the approved specifications, please contact us so that we can investigate and assist.
To request a return, please provide your order number and the email address used when placing the order. We will use your order details to verify the purchase and provide the next steps.
Please ensure your purchase is sent back to: Die Padstal Winkel, Le Breeze Estate No 5, Achilles Street, Olympus, Pretoria, Gauteng, 0081, South Africa.
When a refund may be reduced:
Partial refunds may be considered after inspection when an otherwise eligible returned item has reduced value because it has been used, opened, damaged, or returned incomplete. Examples include:
- Books, notebooks, or other products with obvious signs of use.
- Products returned without original packaging, accessories, or parts needed for resale.
- Products that are not in their original condition, are damaged, or are missing parts for reasons not caused by Die Padstal Winkel.
Products that arrive defective, damaged, incorrect, unsafe, stale, spoiled, expired, or materially different from their description will be assessed separately and will not be treated as customer-caused damage.
Returns requested after the 14-day return window are not eligible under our standard return policy.
Refunds and Late Refunds:
Once your return has been received and inspected, we will email you to confirm receipt and advise whether your refund has been approved or declined.
If your refund is approved, we will process it to your original payment method within 5 to 10 business days. Your bank or payment provider may require additional time to post the refund to your account.
If the refund has not appeared after 10 business days from approval, please check your bank account or payment history. If you paid by card or through PayFast, you may also contact your bank or payment provider to ask whether the refund is still being processed.
If you still cannot find the refund, contact us at info@padstalwinkel.co.za with your order number and the email address used for the order. We will check the refund status and assist you.
Sale Items:
Sale items are not eligible for refunds or exchanges due to a change of mind. This exclusion does not apply if the item is defective, damaged, incorrect, unsafe, or materially different from its description. In those cases, please contact us at info@padstalwinkel.co.za with your order number and details of the issue so that we can assist.
Exchanges:
If you receive an item that is defective, damaged, incorrect, unsafe, or materially different from its description, please contact us at info@padstalwinkel.co.za with your order number, the email address used for the order, and details or photographs of the issue.
If an exchange is approved, we will advise you whether the same item is available and provide instructions for returning it. If the same item is unavailable, we will contact you to discuss an appropriate alternative or refund, in line with applicable law. Please do not send an item back until we have confirmed the return instructions.
Returning an Item:
Approved returns should be sent to:
Die Padstal Winkel
Le Breeze Estate No 5
Achilles Street
Olympus
Pretoria
Gauteng
0081
South Africa
Please do not send a return to this address until your return has been approved and we have provided instructions.
Return Shipping Costs:
For an approved change-of-mind return, you are responsible for the return shipping cost. Original shipping costs are non-refundable.
If an item is confirmed to be defective, damaged, incorrect, unsafe, or materially different from its description, please contact us before sending it back so that we can provide the correct return instructions and confirm how the return shipping will be handled.
Tracking and Responsibility for Returns:
Return delivery times vary depending on your location and the courier service used. Please do not send an item back until we have reviewed your request, confirmed that the return is accepted, and provided return instructions.
For an approved change-of-mind return or a change-of-mind exchange, the customer is responsible for:
- The cost of shipping the item back to us; and
- If an exchange is requested, the cost of shipping the replacement item to the customer.
We will confirm the applicable shipping costs before the return or exchange proceeds. The customer remains responsible for the parcel until it has been delivered to us, so please use a trackable shipping service and keep the tracking number and proof of postage. We recommend using a trackable service for all returns, especially for items valued at more than R350.
We cannot approve or process a refund or exchange until the returned item has been received and inspected. If tracking shows that the parcel was delivered but we have not confirmed receipt, please contact us with your order number and tracking number.
If an item is defective, damaged, incorrect, unsafe, or materially different from its description, please contact us before sending it back. We will confirm the appropriate return and shipping arrangements for those cases.