Refund policy

 

WarmHands — Returns, Refunds & Warranty Policy

Last updated: 7/15/2026

At WarmHands, we want you to love your purchase. This policy explains your rights and how to return an item. It operates alongside — and never limits — your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Your cooling-off right (online orders)
Because you buy from us online, the ECTA gives you the right to cancel your order within 7 calendar days of receiving it, for any reason, without penalty. To use this right, the item must be returned unused, undamaged, and in its original packaging with all accessories. You are responsible for the cost of returning the item to us, unless it is faulty. We will refund the purchase price within 30 days of cancellation.

2. Faulty, defective or not-as-described items
Under the CPA, if your WarmHands is defective, unsafe, or not as described, you may return it within 6 months of delivery and choose a repair, replacement, or refund. If an item fails due to a manufacturing defect within this period, the return shipping is on us. This does not apply to damage caused by misuse, accidental damage, unauthorised repairs, normal wear, or failure to follow the usage instructions.

3. What we cannot accept
For hygiene, safety and practical reasons, we cannot accept returns where the item has been damaged through misuse, dropped, exposed to water/liquid (unless specified as water-resistant), tampered with or opened for repair, or returned without its original packaging and accessories — except where the CPA requires us to accept it (e.g. a genuine defect).

4. How to start a return
Email us at bb4038370@gmail.com within the applicable period with your order number, a description of the issue, and (for faulty items) a photo or short video showing the fault. We'll respond within 2 business days with return instructions and the return address. Please do not send items back before contacting us.

5. Refunds
Approved refunds are made to your original payment method within  5–10 business days of us receiving and inspecting the returned item. Original delivery fees are non-refundable except where the item was faulty or not as described. Return shipping costs are your responsibility for change-of-mind and cooling-off returns.

6. Warranty
Your WarmHands carries a 1 year warranty against manufacturing defects from the date of delivery. This covers faults in materials and workmanship under normal use. It does not cover misuse, accidental damage, water damage, or normal battery wear over time.

7. Contact us
WarmHands
Email: bb4038370@gmail.com
WhatsApp: 0681365226
Address: 44 meadway mews, kelvin

Nothing in this policy limits your statutory rights under South African law