Return & Refund Policy


Firstly, if you have a need to consider refunds and returns, you very likely ordered a product from us – which means we owe you a BIG thank you!  Please note you can cancel your order at any time prior to shipment and you will get your full refund within 3-5 working days.

There are occasionally items that get damaged in transit. In the event of this happening with an item you have received, please email our Customer Service team here and give a full detailed description of the problem, as well as your Order Number.

Depending on the problem our customer service team will determine how best to resolve your iisue with the minimum inconvenience to you. If it is found that the item you received is damaged then we will exchange it at no cost to you.

If you have received an item that is damaged please contact us and advise us of the nature and extent of the damage. Please also provide us with your name, contact number and order number. We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos.

Please report any shortages or damages within 24 hours from the date of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you. Should you have a change of mind, we do not issue refunds. Proof of purchase will be required; the return shipping will be at your cost.

Once we have received your returned item or the refund has been approved according to your issue (damage only), we will then send you either notification of receipt of your item and/or an email issuing you a credit refund. The type of refund will be based on previous discussions, as to the type of problem. You will either receive a refund into your nominated bank account or a credit in the form of a coupon, which you can then use on a future purchase. If you have not received your refund, after your approval notification, within 5 working days, please contact us and we will promptly investigate why it has not been issued and rectify it.

Please make sure when returning the item it is securely packaged so that it won’t incur further damage in transit back to us.

Personally inspect packaging and note any damage on the receiving the order before signing for it. If you have not opened the packages please write the words “unchecked” next to your name.

All merchandise is inspected before despatch and, should it be returned, will be inspected upon arrival at our end. Any returned items must be in the original condition with packaging and literature intact or in suitable similar packaging. Please enclose a copy of the original invoice and a letter stating the reason for return. Please e-mail us first to advise us about the defect, should you wish to return goods with defects or that have been damaged in transit. Please do not write on the box or deface the product packaging.

If it is subsequently found that the returned merchandise is not damaged, the customer will be liable for all shipping costs and the refund will not be processed.

If an order is cancelled which was by credit card or Payfast, Charles Gotthard reserves the rights to charge the 7-10% banking fee and deduct this off the refund to the client.

If a package is refused upon delivery, the customer will be responsible for all shipping charges incurred for the return of the item. Charges will be applied to any refund due to refusal. This policy does not apply to any merchandise that is received defective or damaged.

Charles Gotthard assumes no liability for orders shipped to incomplete or incorrect shipping addresses supplied by the customer. Any additional fees for such orders will be the responsibility of the customer.

Parcels will only be dispatched once payment reflects and has cleared in the bank account if paying by EFT or bank deposit.

Charles Gotthard cannot be held liable for any delays caused by the post office or the couriers or any 3rd party.

We do not accept any returns that are rejected for the following reasons:

  • The product was ordered by mistake.
  • The client miscalculates the quantities ordered.

Should any item be tampered with or should there be any signs of abuse.