Refund policy

Returns & Exchanges

At a Glance

Standard, non-personalised products may be returned or exchanged within 7 days of delivery, where the applicable online cooling-off right applies.

Items must be unused, undamaged and in their original condition.

Personalised, custom-made and specially printed products cannot be returned or exchanged because of a change of mind. They may still be returned if they are faulty, damaged or incorrectly supplied.

Return Address

The Boozy Bag Co.
The Workspace
The Old NG Kerksaal
Bibby’s Hoek Road
Rheenendal
Knysna
6576
South Africa

Telephone and WhatsApp: 070 380 4522
Email: info@boozybags.co.za

How to Request a Return or Exchange

You can request a return or exchange through your customer account, or contact us directly by WhatsApp or email.

Please include:

  • your order number;
  • the item you would like to return or exchange;
  • the reason for the return or exchange; and
  • photographs if the item is damaged, faulty or incorrect.

Once your request has been approved, we will confirm the available return options.

Please do not send an item back before receiving return instructions from us.

Return Options

Approved returns may be sent back using:

  • a courier arranged by us;
  • a PUDO locker through The Courier Guy; or
  • another return method agreed with us.

Where a return or exchange is not due to a faulty or incorrect product, the return delivery cost is the customer’s responsibility.

If we arrange the return courier or PUDO booking, the delivery charge will be added to the exchange invoice or deducted from any refund, where applicable.

Customers may also arrange their own return courier after confirming the return address and delivery details with us.

Exchanges

Exchanges are subject to product availability.

Once the returned item has been received and inspected, we will confirm whether the exchange has been approved.

Any difference in product price, together with applicable return and redelivery charges, must be paid before the replacement item is dispatched.

If the replacement item costs less, the difference will be refunded or credited, as agreed.

The replacement item will only be sent once:

  • the original item has been received and approved;
  • any price difference has been settled; and
  • the exchange delivery charge has been paid.

Standard Products

Standard, non-personalised products must be:

  • unused;
  • undamaged;
  • unwashed;
  • free from marks, odours or signs of wear; and
  • returned in their original condition.

We reserve the right to decline a return or exchange if the item is not returned in a resalable condition, subject to applicable South African consumer law.

Personalised and Custom Orders

Personalised, custom-made and specially printed products cannot be returned or exchanged because of a change of mind.

Please check all names, dates, wording, spelling and design details carefully before approving a personalised order.

Personalised or custom products may still be returned where they are faulty, damaged or do not match the approved order.

Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if your order arrives faulty, damaged or incorrect.

Send us:

  • your order number;
  • a description of the problem; and
  • clear photographs of the product and packaging.

Where the product is confirmed to be faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement, exchange or refund in accordance with South African consumer law.

In these cases, we will cover the reasonable return delivery cost.

Refunds

Approved refunds will be made to the original payment method wherever reasonably possible.

Refunds are processed after the returned item has been received and inspected.

Bank and payment-provider processing times may vary.

Original delivery charges are not ordinarily refundable where the return is due to a change of mind, except where required by law.