Refund policy
Last updated: 16 September 2026
Contact support@droppd.co.za with your order number and the reason for your request. DROPPD handles your request even when a fulfilment partner shipped the product.
Change of mind and cooling-off rights
For eligible South African online purchases, you may cancel without a reason or penalty within seven days after receiving the goods under the Electronic Communications and Transactions Act, subject to its statutory exceptions. The direct cost of returning the goods may be payable by you. Where this right applies, we will refund payments within 30 days of cancellation.
Please take reasonable care of items and include their accessories and packaging where available. These requests do not restrict statutory rights. Any additional mandatory cooling-off or return rights applicable to your purchase remain available.
Damaged, defective, unsafe or incorrect goods
Please report a problem as soon as reasonably possible, with a description and photographs if available. Reporting within 48 hours can help an investigation, but is not a condition that removes your legal rights.
Return Requirements:
To facilitate the return process, the following items must accompany any return:
- Original proof of purchase must be produced.
- All accessories that come with the product are returned, and complete in all respects.
- Any item received with the product purchased must be returned.
- All products carry a 14 day money back guarantee and an exchange if the product is unopened (limitations to Hygenic products) or unused, unless expressly indicated on the product. Thereafter item is to be booked for a repair.
- If the unit is in working order and has been used, a 15% handling fee will be charged, as the product will no longer be sellable.
- All products must be returned in their original packaging.
- Droppd reserves the right to refer products to our head office for assessment when an in-store decision regarding defect cannot be taken.
Our goods come with warranties that are consistent with the Consumer Protection Act. We always strive to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
A defect is defined as a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
Where the South African Consumer Protection Act applies, goods that fail its quality standards may be returned within six months of delivery, without penalty and at the supplier's risk and expense, for repair, replacement or refund at the consumer's direction, subject to the Act. Other applicable statutory rights and any additional product warranty remain in place.
How to return an item
Contact us for the correct return address and instructions before sending a parcel. The return address may differ from the dispatch address. Do not send goods to an address on the package without checking with us. We will explain the return method and who pays the return cost based on the reason and applicable law. Our administrative process does not remove your statutory right to return goods.
Cancellations and unavailable deliveries
Contact us immediately if you wish to cancel or correct an order before dispatch. We will try to stop processing, but cannot guarantee that a parcel already in progress can be intercepted. Dispatch does not remove applicable cooling-off or other cancellation rights.
If we cannot supply an item or deliver it to your address, we will notify you promptly and refund the affected items and applicable shipping charges within the legally required period. We will not substitute another product without your agreement.
Refunds and support
Refunds are normally returned to the original payment method. Bank processing times can affect when funds appear. We will confirm the refund and comply with applicable legal deadlines.
We aim to respond within 24–48 business hours. Nothing in this policy limits mandatory consumer rights.