Returns & Refund Policy
Returns & Refund Policy
Last updated: May 2026 · Proudly compliant with the South African Consumer Protection Act (CPA)
⏱️ 1. Cooling-Off Period (CPA Right)
Under the South African Consumer Protection Act, you have the right to cancel an online purchase within 5 business days of receiving your order — no reason needed. Contact us within this window and we will process a full refund. You will need to return the product in its original, unused and sealed condition. Return shipping is for your account.
✅ 2. Unopened & Sealed Products
Changed your mind? No problem. Return any unopened and sealed product within 7 days of delivery for a full refund or exchange. Products must be in their original packaging, unused and undamaged. Return shipping costs are for the customer's account.
🔧 3. Defective or Damaged Products
If your product arrives damaged or develops a defect within 6 months of purchase, we will repair, replace or refund it — your choice. Simply send us a photo and your order number via WhatsApp or email and we will take it from there. This is your right under the CPA and we honour it fully.
🚫 4. Hygiene Products (Opened or Used)
For health, safety and hygiene reasons, we are unable to accept returns on products that have been opened or used. This includes:
| Product | Return Accepted? | Reason |
|---|---|---|
| Swish Refill Heads (used) | ❌ No | Hygiene — toilet contact |
| Swish Brush Set (opened) | Exchange only | Hygiene risk once opened |
| Hanging Toilet Dispenser (installed) | ❌ No | Hygiene — toilet contact |
| Aroma Refill Oil (opened) | ❌ No | Liquid / hygiene product |
| Steel Soap Dispenser (used with soap) | ❌ No | Hygiene once filled |
| Smart Aroma Diffuser (sealed/unused) | ✅ Yes within 7 days | Electronic — sealed acceptable |
| Any product (defective) | ✅ Yes within 6 months | CPA mandatory right |
📬 5. Wrong Item Received
If we made a mistake and sent you the wrong product, we will arrange collection at our cost and send you the correct item as a priority. Please contact us within 5 days of receiving your order with a photo of what you received.
💸 6. Refund Processing
Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method. We will notify you by email or WhatsApp once your refund has been issued.
📋 7. How to Request a Return
- Contact us within the applicable time period (see above)
- Email care@freshflush.co.za or WhatsApp 079 634 6192
- Include your order number and a clear photo of the product
- We will confirm your return and provide instructions within 1–2 business days
📞 Get in Touch
We're a real SA-owned business and we stand behind every product we sell. If something isn't right, let us know and we'll sort it out.