Refund policy

RETURN & REFUND POLICY - EUNICOZY

At EUNICOZY we want you to love your piece. If something isn’t right, we’ll make it right.

All returns and refunds are handled directly by our support team in Cape Town: *courage@eunicozy.co.za | +27 82 753 6958*

*1. Our 14-Day Happiness Guarantee*
In line with South Africa’s Consumer Protection Act & ECT Act, you may request a return within *14 days after delivery* for any reason, provided:

- Item is unused, unwashed, unworn
- Original tags attached
- Original packaging included (dust bag + mailer)
- No perfume, deodorant marks, or pet hair
- You have your order number

*2. What is NOT Returnable*
- Items marked as Final Sale / Sale / Promo (unless defective)
- Earrings and other hygiene-sensitive items (if applicable)
- Items that show signs of use, washing, or damage caused by the customer
- Items returned after 14 days from delivery date

*3. How to Request a Return*
Email *courage@eunicozy.co.za* or WhatsApp *+27 82 753 6958* within 14 days with:
1. Order number
2. Reason for return
3. Photo of item (front + tag)

We will respond within 24 hours with return instructions and a return reference number. *Please do not send anything back without a reference number — we cannot accept it.*

*4. Return Process*
Once approved, you will be guided to send the item back to our *local returns hub in Cape Town*.

- Return shipping is at the customer’s cost (R99 flat rate deducted from refund if we arrange the collection for you).
- If the item is defective, incorrect, or damaged on arrival — *we cover the return cost fully.*

To avoid damage, please reuse our original mailer or a sturdy equivalent.

*5. Refunds*
- Refunds are issued to the original payment method.
- After we receive and inspect the item: *7-10 working days* for funds to reflect.
- Shipping fee (R99) is non-refundable unless the return is due to our error.
- Free shipping discount is non-refundable. If you return an order that qualified for free shipping and your remaining total drops below R600, the original R99 shipping fee will be deducted from your refund.

*6. Exchanges*
Want a different colour? No need to return and re-order.

Email us and we’ll reserve your new colour. Once we approve your return, we ship the exchange as soon as the return is scanned by our logistics network. Exchange delivery: 2-4 working days.

One free exchange per order. After that, standard return fees apply.

*7. Defective or Damaged Items*
We quality-check before dispatch, but if something arrives defective or incorrect:

We will offer:
- Immediate replacement at no cost, or
- Full refund including delivery, if replacement is unavailable.

Under CPA, you have a *6-month implied warranty* against manufacturing defects.

*8. Sale Items*
Items bought on sale/promotion over 20% off are eligible for *exchange or store credit only*, unless defective.

*9. Non-Delivery / Lost Parcels*
If tracking shows delivered but you haven’t received it, contact us within 48 hours. We will open an investigation with our logistics network. If parcel is confirmed lost by our network, we will reship or refund in full.

If parcel is returned to our hub due to failed delivery / uncollected in time, a R99 re-delivery fee applies to resend.

*10. How to Reach Us*
For all returns: *courage@eunicozy.co.za | +27 82 753 6958*
Hours: 9am - 6pm, Mon-Sat | Response time: Within 6 hours

We aim to resolve all returns fairly and quickly — your satisfaction builds our brand.

*Last Updated:* 08 August 2026 | Cape Town, South Africa

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