Refund policy

Effective date:  12 November 2026

This Policy forms part of the Terms and Conditions of Sale. Defined terms have the meanings given there.

1. Statutory rights

1.1 This Policy records rights conferred by the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008.
1.2 Nothing in this Policy limits, excludes or waives any such right.

2. Cancellation within seven days (cooling-off)

2.1 In terms of section 44 of the ECT Act, you may cancel an Order within seven days of delivery, without reason and without penalty.
2.2 Notice of cancellation must be given within that period, by email to hello@hareloom.co.za.
2.3 The goods must be returned complete and in the condition in which you received them, in the packaging in which they were delivered.
2.4 The direct cost of returning the Goods is for your account.
2.5 On receipt of the returned Goods we will refund the full purchase price.

3. Condition of returned goods

3.1 Goods returned for cancellation under clause 2 must be in the condition in which they were delivered.
3.2 Where returned Goods have been written on, filled or otherwise altered, we will contact you before any decision is made on the refund.
3.3 This clause does not apply to Goods that are damaged, defective or incomplete, which are dealt with in clauses 4 and 5.

4. Goods damaged, defective or incomplete on delivery

4.1 In terms of sections 19 and 20 of the CPA, you are entitled to Goods delivered in good condition and complete.
4.2 Where Goods are delivered damaged, defective or incomplete, notify us within seven days of delivery and send photographs. Please do not return the Goods before we have replied.
4.3 We will assess the photographs and reply. Where the fault is attributable to Hareloom, you elect between a replacement and a full refund. Where a component is missing, we will supply the missing component.
4.4 Where the fault is attributable to Hareloom, Hareloom bears the cost of transport in both directions. Goods returned in terms of section 56 of the CPA are in any event collected at Hareloom's risk and expense.
4.5 Where we conclude that the fault is not attributable to Hareloom, we will tell you why, and you will not be charged for any transport you did not agree to in advance.

5. Statutory warranty — six months

5.1 In terms of section 56(2) of the CPA, where Goods are found to be defective within six months of delivery, you may return them and elect between repair, replacement and a refund of the price paid.
5.2 This right applies in addition to, and not in substitution for, clauses 2 and 4.

6. Procedure

To initiate a return, contact hello@hareloom.co.za, quoting the Order number and the reason for return. We will provide return instructions.

7. Refunds

7.1 Refunds are made to the original method of payment.
7.2 Refunds are paid within 30 days of cancellation, as required by section 44(3) of the ECT Act, and in practice sooner.
7.3 No delivery charge is levied on any Order, and accordingly no delivery charge falls to be refunded.

8. Delivery area

Hareloom delivers to street addresses throughout the Republic of South Africa. Enquiries from outside the Republic of South Africa may be directed to hello@hareloom.co.za.

9. Complaints

Where a return is not resolved to your satisfaction, the complaints procedure in clause 15 of the Terms and Conditions of Sale applies.

Varona (Pty) Ltd t/a Hareloom. Registration number 2026/088657/07.