Refund policy

We want you to love what you’ve ordered. If something isn’t right, we're here to help — within reasonable guidelines. Please review our policy below.


Returns & Exchanges

  • Returns must be logged within 7 days of delivery (in line with the ECT Act).
  • Products must be unused, undamaged, in original packaging, with all tags and parts included.
  • Courier costs (both ways) are the customer’s responsibility – the address will be provided.
  • We reserve the right to levy a 10% administration fee for returned orders (to recover transactional admin costs) against the approved refund issued.
  • If you cancel your order before dispatch, a 10% cancellation fee will apply.


Items Not Eligible for Return

Please note, we cannot accept returns or exchanges for:

  • Made-to-order or custom products
  • Sale or discounted items
  • Personalised items


Exchanges

If you'd like to exchange a product (e.g., wrong size), we’ll gladly assist if the item is in stock.

Return and re-delivery courier costs will be quoted and must be settled in advance. The amount must be the same as the original order, or the outstanding amount will be quoted on. 


Incorrect or Damaged Deliveries

If we made a mistake or your order arrived damaged:

  • Camera footage will be requested from the courier service to inspect what happened.
  • After our expert inspection, we’ll replace the item or offer a full refund/credit.


Faulty Items (Defects)

If your item becomes faulty within 6 months of delivery:

  • We’ll collect and inspect it.
  • If the fault is due to a manufacturing defect, we’ll repair, replace or refund at no cost to you.
  • Issues due to wear and tear, misuse, accidents, or alterations are not covered.

    The following will not be regarded as defects.

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 


Gift Vouchers

Refunds for purchases made using gift vouchers will be credited to your Doeksak account — no cash refunds.


Return Shipping Notes

  • All items must be securely packaged in a courier waybill bag for return – additional costs for boxes or the wrong packaging will be for the customers account.
  • Missing accessories or damaged packaging will be deducted from your refund amount.
  • If you return an incorrect item, we’ll quote you to have it sent back.


Need help? Email us at info@doeksak.co.za within 7 days of delivery to log your return or ask questions.

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