Last updated: [Insert Date]

We want you to be happy with your Peckish order. This Returns and Refund Policy explains when returns, exchanges and refunds are available, how to request a return, who pays for return delivery, and when you can expect your refund.

This policy applies to products purchased directly from the Peckish website.

1. Contact Details for Returns

To request a return, please contact us before sending anything back:

• Email: [Insert Email Address]
• Phone: [Insert Phone Number]
• Return address: [Insert Return Address]

Please include your order number, the item you would like to return, the reason for the return, and photos if the item is damaged, defective or incorrect.

2. Change-of-Mind Returns

We accept change-of-mind returns within 30 calendar days of delivery, provided that the product is:

• Unused
• Clean
• In its original packaging, where reasonably possible
• In a resellable condition
• Returned with all parts, accessories, inserts and free gifts included with the product

Change-of-mind returns include situations where you ordered the wrong colour, changed your mind, no longer want the product, or selected the wrong item.

For change-of-mind returns, the customer is responsible for the return delivery cost unless we agree otherwise in writing.

3. Online Cooling-Off Right

For online purchases, you may have the right to cancel your order within 7 working days after receiving the goods, without giving a reason.

If you cancel under this cooling-off right, we will refund the purchase price paid for the returned product, provided the product is returned to us in accordance with this policy.

If the product has already been delivered, you may be responsible for the direct cost of returning the product to us, unless the product is defective, damaged or incorrectly supplied.

4. Products That Cannot Be Returned for Change of Mind

We may not accept change-of-mind returns where:

• The product has been used, washed, damaged or altered
• The product is not returned with all parts, accessories or components
• The product is missing original packaging where that packaging is reasonably required for resale
• The product was purchased as a final sale, clearance or discontinued item and was clearly marked as non-returnable, unless defective
• The product was personalised, customised or specially ordered for you, unless defective
• The product has been damaged through misuse, incorrect cleaning, improper storage or normal wear and tear

This does not limit your rights where a product is defective, unsafe or not as described.

5. Damaged, Incorrect or Missing Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, incorrect or incomplete, please contact us at [Insert Email Address] as soon as possible with:

• Your order number
• A description of the issue
• Clear photos of the item
• Clear photos of the packaging and courier label, where relevant

Once we have reviewed the issue, we may arrange a replacement, exchange, refund, collection or other suitable solution.

If the issue was caused by Peckish, our supplier or the courier, we will not expect you to pay the return delivery cost.

6. Defective Products

If a product is defective, unsafe, poor quality, or does not reasonably match the description provided, please contact us at [Insert Email Address].

Where a product is confirmed to be defective and the defect was not caused by misuse, normal wear and tear, incorrect cleaning, accidental damage or failure to follow care instructions, we will provide an appropriate remedy in line with South African consumer law.

This may include a repair, replacement, exchange or refund, depending on the circumstances.

7. How to Return an Item

To start a return, please follow these steps:

1. Email us at [Insert Email Address] within the relevant return period.
2. Include your order number, contact details, product name and reason for return.
3. Wait for our return instructions before sending the item back.
4. Pack the item securely to prevent damage during return delivery.
5. Send the parcel using the approved return method or courier instructions provided.

Please do not send products back without contacting us first, as this may delay your return or refund.

8. Return Delivery Costs

Return delivery costs are handled as follows:

• Change of mind: The customer pays the return delivery cost.
• Wrong item supplied: Peckish pays or reimburses the reasonable return delivery cost.
• Damaged on arrival: Peckish pays or reimburses the reasonable return delivery cost, once confirmed.
• Defective product: Peckish pays or reimburses the reasonable return delivery cost, once confirmed.
• Failed delivery due to incorrect customer details: Additional courier fees may be charged to the customer.

9. Inspection of Returned Products

All returned products may be inspected before a refund, exchange or replacement is approved.

If a returned product does not meet the return requirements, we may decline the return, deduct reasonable costs, or return the item to you at your cost.

10. Refunds

Once your return has been received and approved, we will process your refund to the original payment method where possible.

Refunds are usually processed within 7 to 10 business days after the returned product has been received and approved. Your bank or payment provider may take additional time to reflect the refund in your account.

Where South African law requires a different refund timeframe, we will follow the required legal timeframe.

11. Exchanges

Exchanges may be offered where stock is available.

If you would like to exchange an item for a different colour, size, product or variant, please contact us at [Insert Email Address]. If the new item costs more, you will need to pay the difference before it is dispatched. If the new item costs less, we will refund the difference where applicable.

12. Sale and Promotional Items

Sale and promotional items may be returned if they meet the requirements of this policy.

Final sale, clearance or discontinued items may not be eligible for change-of-mind returns if clearly stated at the time of purchase, but this does not affect your rights if the item is defective, damaged or incorrectly supplied.

13. Gift Returns

If you received a Peckish product as a gift, please contact us with the order details or proof of purchase. Approved gift returns may be refunded to the original purchaser or handled by exchange or store credit, depending on the circumstances.

14. Order Cancellations Before Dispatch

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible at [Insert Email Address].

If the order has not yet been packed or dispatched, we will do our best to cancel it and process a refund.

If the order has already been dispatched, the order may need to be handled as a return once delivered.

15. Late or Missing Refunds

If your refund has been approved but has not appeared in your account after the expected processing time, please first check with your bank or payment provider.

If you still need assistance, please contact us at [Insert Email Address] with your order number.

16. Contact Us

For return and refund queries, please contact us:

• Email: [Insert Email Address]
• Phone: [Insert Phone Number]
• Address: [Insert Physical Address]