Refund policy

RETURN AND REFUND POLICY

Every Pottie is Hand-Cast to order and built to outlast generations. If something is not right, we will make it right. This policy explains how returns, exchanges and refunds work, alongside your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. LIFETIME WARRANTY ON CASTINGS

Every Potties Hand-Cast aluminium pot, pan and lid carries a Lifetime Warranty against manufacturing and casting defects.

- If a casting defect appears at any point in the product's life, contact us and return the product to us.
- Upon inspection of the returned product, we will review the claim. Where the defect is a manufacturing or casting fault, we will repair or replace the item at no charge.
- The warranty covers the casting itself. It does not cover normal wear and tear, discolouration from use, damage caused by misuse, neglect, modification, or accessories such as canvas covers, aprons and leather goods.
- The warranty is not transferable proof of purchase may be requested.

2. CHANGE-OF-MIND RETURNS (STANDARD ITEMS)

- You may return standard (non-personalised) items within 14 days of delivery for a refund or exchange.
- Items must be unused, in their original condition, and returned with their fitted cover and any packaging.
- Under section 44 of the ECTA you also have a 7-day cooling-off right for online purchases; our 14-day policy is broader and applies in its place.
- Return shipping for change-of-mind returns is for your account. We recommend a tracked courier service, as the items remain your responsibility until they reach us.

3. PERSONALISED AND CUSTOM-CAST ITEMS

- Products personalised to your specification - including custom-cast lids with names, dates or phrases, and corporate-branded items - are made specifically for you and cannot be returned for change of mind. This is in line with section 42(2) of the ECTA, which excludes goods made to the consumer's specifications from the cooling-off right.
- Please check spelling, wording and placement carefully before ordering. The text is cast exactly as you submit it.
- Personalised items remain fully covered by the Lifetime Warranty and by your CPA rights in respect of defects.

4. DEFECTIVE OR INCORRECT ITEMS

- Under section 56 of the CPA, if a product is defective or not fit for purpose within 6 months of delivery, you may return it for a repair, replacement or refund at our expense.
- If we sent you the wrong item, we will collect it and send the correct one at no cost to you.
- Contact us within a reasonable time of discovering the problem so we can resolve it quickly.

5. HOW TO RETURN AN ITEM

1. Email us at potties@pottiespots.co.za (or WhatsApp +27 63 610 2989) with your order number, a description of the issue, and photos where applicable.
2. We will confirm the return and give you the return address and instructions.
3. Once we receive the item, we inspect it and confirm the outcome with you.

6. REFUNDS

- Approved refunds are paid to the original payment method within 10 business days of our inspection of the returned product.
- Where a fitted cover was included in a set, the set must be returned complete for a full refund; if the cover is kept, its value is deducted.
- Original shipping fees are refunded only where the return is due to our error or a defect.

Nothing in this policy limits your rights under the CPA or any other applicable South African law.

Last updated: 2026/07/09