Returns & Refunds.

Scope

This policy applies to purchases from Jovikids Africa worldwide. It is structured to comply with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions (ECT) Act for South African transactions, while setting clear rules for international shipping, duties and cross-border returns in other jurisdictions.

1. Change of mind, within 7 days of delivery

In terms of Section 44 of the ECT Act, online shoppers have a 7-day cooling-off window. You may return the product for a product refund. The customer is responsible for the direct cost of returning the goods to us.

2. Change of mind, days 8 to 30

We extend a voluntary 30-day window for change-of-mind returns. To be eligible, the item must be completely unused, unaltered, in its original packaging, with all tags attached, and accompanied by proof of purchase. The customer covers return shipping, and original postage is non-refundable.

3. Opened or used baby products

Because we supply brand-new baby products, items returned due to a change of mind must be unopened and unsealed to protect the safety and health of all children. If an item is returned open, used or unsanitary under a change-of-mind request, we reserve the right to refuse the return or offer a partial refund reflecting the diminished value.

This hygiene exclusion does not apply when you return a product because of a genuine manufacturing defect.

4. Faulty, damaged or defective goods

If a product is defective, unsafe or fails to perform as advertised within 1 month of delivery, you are entitled to your choice of a replacement or a full refund under Section 56 of the CPA. We arrange and cover the cost of return transport for verified defects. This does not cover damage caused by misuse, alteration or normal wear and tear. For manufacturing defects beyond this period, see our Warranty Policy.

5. Non-returnable items

Perishables, personalised or custom-made items, and items clearly marked "Final Sale" cannot be returned for a change of mind.

How to request a return

1. Request: email info@jovikids.africa with your order number, delivery date, the specific items, your reason for return, and clear photos if the item is damaged or faulty.
2. Approval: our team responds within 3 business days with a Return Authorisation (RA) number and shipping instructions. Please do not ship items back without an RA.
3. Ship: pack the items securely and include your RA paperwork inside. For confirmed faulty items we arrange a courier collection at our expense.

International customers must follow the cross-border RA instructions we send, and are responsible for return freight and export clearance costs unless the return is due to a verified product defect.

Who pays for shipping

• Change of mind: the customer covers return shipping and original delivery fees are non-refundable.
• Our error or a confirmed product fault: we arrange and pay for the courier to collect the item from you.

Inspection, vetting and outcomes

• Returned items are evaluated within 2 business days of arrival at our facility.
• Goods are inspected to confirm whether a reported defect exists or, for change-of-mind returns, to verify that the item is unused, clean and in resalable condition.
• Change-of-mind returns that pass inspection are approved for a full product refund.
• For statutory defect claims made within 1 month, you choose your preferred remedy, either a replacement or a refund.
• If a change-of-mind item is found damaged, modified or excessively used, we may issue a partial refund or return the item to you at your expense.

Refunds and timing

• No refunds are approved or issued before we physically receive and inspect the goods at our warehouse.
• Approved refunds are processed back to the original payment method used at checkout.
• Refunds are processed on our system within 14 business days of approval. Banks and card providers may take additional days to reflect the balance.

Exchanges and repairs

If you wish to exchange a non-defective product for a different size or colour within your 30-day window, the exchange is subject to local stock availability and you are responsible for the exchange shipping fees.

International customs and duties

Import duties and taxes paid to local customs authorities by international buyers are non-refundable through Jovikids Africa. International buyers must lodge duty refund claims directly with their local customs offices where applicable.

Statutory rights, disputes and privacy

This policy operates alongside and does not diminish your statutory consumer protections under South African law or the consumer laws of your local jurisdiction.

If you are dissatisfied with a return or warranty outcome, escalate your query to Customer Care at info@jovikids.africa. South African consumers retain the right to refer unresolved disputes to the National Consumer Commission (NCC) or the Consumer Goods and Services Ombud (CGSO).

All personal data collected during the returns process is handled in accordance with our Privacy Policy and applicable data protection laws, including POPIA.

Need extra help?

To ask a question or track an ongoing return, please contact us.