Refund policy

MESHED™ RETURNS & REFUNDS POLICY

Last Updated: 10 September 2026

At Meshed™, we want you to be happy with your purchase. This Returns & Refunds Policy explains when products may be returned, exchanged or refunded.

This policy applies to purchases made through the Meshed™ online store and is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to remove or limit a consumer right that cannot legally be excluded or limited.

1. CHANGE-OF-MIND RETURNS

Meshed™ may accept returns where a customer simply changes their mind, subject to the requirements below and any mandatory rights provided by law.

For a voluntary change-of-mind return:

The customer must contact Meshed™ before sending anything back.
The product must be unused and in its original condition.
The product should be returned in its original packaging where reasonably possible.
The product must not have been damaged, modified or misused.
The customer may be responsible for the reasonable direct cost of returning the product where permitted by law.
The original delivery charge may be non-refundable where the law permits this.

A change-of-mind return is separate from a return involving a defective, unsafe or non-conforming product.

Meshed™ reserves the right to reject a voluntary change-of-mind return where the applicable requirements have not been met, subject to the customer's statutory rights.

2. STATUTORY RETURNS FOR DEFECTIVE OR NON-CONFORMING GOODS

Nothing in this policy affects your statutory rights under the South African Consumer Protection Act.

Where applicable, goods supplied by Meshed™ are subject to the statutory implied warranty of quality.

Where goods are defective, unsafe, or fail to meet the applicable requirements of the CPA, the customer may have the right to return the goods within the applicable statutory period.

Where the statutory requirements are met, the customer may be entitled to a remedy prescribed by law, which may include:

Repair;
Replacement; or
Refund.

Where the law requires Meshed™ to bear the applicable return or collection costs, Meshed™ will do so.

3. SIX-MONTH IMPLIED WARRANTY

Subject to the requirements of applicable law, the CPA provides an implied warranty of quality for qualifying goods.

Where a product is returned within the applicable six-month period because it is defective or otherwise does not satisfy the applicable statutory requirements, Meshed™ will assess the product and provide the remedy required by law.

The available remedy may depend on the nature of the defect and the circumstances of the return.

Nothing in this policy limits the customer's rights under the CPA.

4. NORMAL WEAR AND TEAR

A product will not necessarily be considered defective merely because it has experienced normal wear and tear resulting from ordinary use.

The statutory warranty does not make Meshed™ responsible for damage caused by circumstances such as:

Normal wear and tear;
Accidental damage;
Improper use;
Abuse or misuse;
Negligence;
Failure to follow care or use instructions;
Unauthorised modification;
Improper storage;
Use for a purpose for which the product was not designed; or
Damage caused after delivery by the customer or another person.

Where a warranty claim is disputed, Meshed™ may reasonably assess the product to determine whether the issue appears to be a manufacturing defect or another qualifying issue.

This does not remove any rights the customer has under applicable law.

5. HYGIENE AND FOOD-CONTACT PRODUCTS

Certain Meshed™ products are intended for direct contact with food and/or are kitchen-use products.

For health, hygiene and safety reasons, Meshed™ may restrict voluntary returns of products that have been used, washed, contaminated or otherwise opened from their hygienically sealed condition, where permitted by law.

This restriction does not remove any statutory right relating to defective, unsafe or non-conforming goods.

If a food-contact product appears defective upon receipt, do not use it. Contact Meshed™ with photographs and details of the issue so that we can assist.

6. PRODUCT MUST NOT BE USED BEFORE A VOLUNTARY RETURN

If you are requesting a voluntary return because you have changed your mind, please do not use the product.

For kitchen products in particular, this means:

Do not cook with the product;
Do not cut food on it;
Do not wash or chemically clean it;
Do not scratch, modify or alter it;
Do not remove permanent labels where applicable; and
Do not otherwise put the product into use.

A product that has been used may not qualify for a voluntary change-of-mind return, subject to any statutory rights that apply.

7. DELIVERY TIMEFRAME AND RETURNS

Meshed™'s standard estimated delivery timeframe is:

8–11 BUSINESS DAYS

This is an estimated delivery timeframe and is not a guaranteed delivery date.

Customers should allow the full 8–11 business day delivery period before treating a routine delivery as overdue.

A customer is not entitled to a refund merely because the parcel has not arrived before the end of the estimated timeframe.

Where an order experiences a significant delivery problem, the customer should contact Meshed™ so that we can investigate the shipment and take any action required under applicable law.

Nothing in this section removes any cancellation or other rights that may arise under applicable law where the relevant legal requirements are satisfied.

8. COURIER DELAYS

Meshed™ uses third-party courier services to deliver orders.

Courier delays can occur because of circumstances outside Meshed™'s reasonable control.

Examples include:

Courier network delays;
Weather;
Road closures;
High shipment volumes;
Public holidays;
Strikes;
Operational disruptions;
Incorrect delivery information;
Failed delivery attempts; and
Other circumstances beyond Meshed™'s reasonable control.

The 8–11 business day timeframe is an estimate and not a guarantee.

Meshed™ will reasonably assist customers with delivery investigations where an order appears delayed or missing.

Where applicable law gives the customer a right to cancel or obtain a remedy because of a delivery failure or delay, Meshed™ will comply with those requirements.

9. ELECTRONIC-COMMERCE CANCELLATION RIGHTS

Because Meshed™ sells products online, certain electronic-commerce cancellation rights may apply under ECTA.

Where a statutory cooling-off right applies, the customer may cancel the transaction within the applicable statutory period without providing a reason or incurring a penalty, subject to the exclusions and conditions contained in ECTA.

Where a statutory cancellation right applies, Meshed™ will process the cancellation and refund in accordance with the applicable legal requirements.

Certain categories of goods and circumstances may be excluded from statutory cooling-off rights.

The existence of a voluntary change-of-mind return policy does not replace or remove any statutory cancellation right.

10. WHEN A COOLING-OFF RIGHT MAY NOT APPLY

ECTA contains exclusions from its electronic-transaction cooling-off provisions.

Depending on the product and circumstances, exclusions may apply to certain goods or transactions, including goods that:

Are made to the customer's specifications;
Are clearly personalised;
By their nature cannot be returned;
May deteriorate or expire rapidly;
Have been unsealed where the applicable statutory exclusion applies; or
Fall within another statutory exclusion.

The applicable law will determine whether a particular transaction qualifies for a statutory cooling-off right.

11. HOW TO REQUEST A RETURN

Before returning any product, contact Meshed™ at:

Email:

Please include:

Your full name;
Order number;
Product purchased;
Date of purchase;
Reason for the return;
Description of the issue; and
Photographs where relevant.

For defective or damaged products, photographs and/or video may be requested to help us assess the issue before arranging a return.

Do not send products back without contacting Meshed™ first.

Unsolicited returns may cause delays in processing.

12. RETURN AUTHORISATION

Where a return is approved, Meshed™ will provide the applicable return instructions.

Customers should follow those instructions carefully.

Returning a product without prior authorisation may delay the processing of the return.

13. RETURN CONDITION

Where a voluntary return is permitted, the product should be returned:

Unused;
In its original condition;
With all reasonably applicable accessories;
With its original packaging where reasonably possible; and
In suitable protective packaging to prevent damage during transportation.

Customers remain responsible for taking reasonable care of products while they are in their possession.

This section does not limit statutory remedies for defective or non-conforming goods.

14. RETURN SHIPPING COSTS

For a voluntary change-of-mind return, the customer may be responsible for the direct cost of returning the product where permitted by law.

Where the product is defective, unsafe, non-conforming, or another circumstance exists where applicable law requires Meshed™ to bear the return cost, Meshed™ will do so.

Customers should not automatically send a product back at their own expense where they believe it is defective. Contact Meshed™ first so that the appropriate return process can be arranged.

15. DAMAGED PRODUCTS

If your product arrives damaged, contact Meshed™ as soon as reasonably possible.

Please provide:

Order number;
Photographs of the parcel;
Photographs of the packaging;
Photographs of the damaged product; and
A short description of the damage.

Please retain the original packaging until the matter has been resolved.

Prompt notification helps Meshed™ investigate courier claims efficiently.

A delay in reporting damage does not by itself remove a statutory right that cannot legally be excluded.

16. INCORRECT PRODUCT RECEIVED

If you receive a product that differs from what you ordered, contact Meshed™ as soon as reasonably possible.

Do not use the product.

We will investigate the issue and, where appropriate, arrange the applicable remedy in accordance with the circumstances and applicable law.

Where Meshed™ supplied the wrong product, Meshed™ will not require the customer to bear costs that the law requires Meshed™ to bear.

17. MISSING ITEMS

If your parcel arrives but an item appears to be missing, contact Meshed™ as soon as possible.

We may request photographs of:

The shipping package;
Packaging materials;
The packing slip, where applicable; and
The products received.

Meshed™ will investigate the matter and provide an appropriate resolution where required.

18. REFUNDS

Where a refund is approved or legally required, the refund will generally be processed to the original payment method where reasonably possible.

The timing of the refund may depend on:

The return being received;
Completion of any necessary assessment;
Payment-provider processing times; and
Applicable statutory requirements.

Meshed™ cannot control processing times imposed by banks, payment gateways or card issuers.

19. REFUNDS FOR VOLUNTARY RETURNS

Where a voluntary change-of-mind return is accepted, Meshed™ will refund the applicable purchase amount after the returned product has been received and the return has been approved.

Any amounts that the law permits Meshed™ to deduct, including applicable direct return costs or other lawful charges, may be deducted from the refund.

20. REFUNDS FOR DEFECTIVE PRODUCTS

Where applicable law requires a refund because goods are defective, unsafe or otherwise do not comply with the applicable statutory requirements, Meshed™ will provide the legally required remedy.

The customer's statutory rights take precedence over this voluntary returns policy.

21. EXCHANGES

Where permitted, Meshed™ may offer an exchange for another product.

An exchange is not guaranteed for voluntary change-of-mind returns unless expressly offered by Meshed™.

Where the customer has a statutory right to a replacement because of defective or non-conforming goods, Meshed™ will comply with the applicable legal requirements.

22. SALE ITEMS AND PROMOTIONAL PRODUCTS

Sale and promotional products remain subject to applicable statutory consumer protections.

A discounted price does not remove statutory rights relating to defective, unsafe or non-conforming goods.

Where a customer voluntarily changes their mind about a sale item, the same voluntary return conditions applicable to the relevant promotion or product will apply, subject to applicable law.

23. FREE GIFTS AND PROMOTIONAL ITEMS

Where a purchase includes a free promotional item, the return or refund treatment of that item may depend on the terms of the applicable promotion.

Where the entire qualifying transaction is cancelled or refunded, Meshed™ may require promotional items supplied as part of that transaction to be returned where legally permitted.

24. PRODUCTS DAMAGED BY CUSTOMER

Meshed™ may refuse a voluntary return or may dispute a warranty claim where an issue was caused by customer misuse, abuse, negligence, unauthorised modification or other customer-caused damage, subject to applicable statutory rights.

Examples include damage caused by:

Dropping the product;
Excessive force;
Improper cleaning;
Incorrect storage;
Using inappropriate chemicals;
Deliberately scratching or damaging the product;
Using the product contrary to supplied instructions; or
Altering the product.

25. RETURN INSPECTION

Where reasonably necessary, Meshed™ may inspect a returned product to determine:

Whether it is the product purchased;
Whether it has been used;
Whether damage occurred before or after delivery;
Whether the claimed issue is present; and
Whether the issue appears to qualify for a statutory or voluntary remedy.

Any assessment will be conducted subject to applicable law.

26. UNDELIVERED OR RETURNED PARCELS

If a parcel is returned to Meshed™ by the courier because of a customer-caused issue, such as:

Incorrect address;
Incomplete address;
Refusal of delivery;
Repeated failed delivery attempts; or
Failure to cooperate with reasonable delivery arrangements,

Meshed™ may contact the customer to arrange redelivery or another appropriate solution.

Any additional delivery costs arising from customer-caused circumstances may be charged where legally permitted.

27. INTERNATIONAL RETURNS

Where international orders are offered, international returns may be subject to additional shipping, customs, tax and import requirements.

Any international return process will be communicated separately where applicable.

28. NO UNLAWFUL "ALL SALES FINAL" POLICY

Meshed™ does not operate a blanket "all sales are final" policy that removes statutory consumer protections.

Where South African law provides a consumer with a mandatory right to cancel, return, repair, replace or receive a refund, that right remains applicable.

29. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, Meshed™ will not be liable for indirect, incidental, special or consequential losses arising from a product, return, refund or delivery issue.

Nothing in this policy excludes or limits liability or consumer rights where such exclusion or limitation is prohibited by law.

30. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

Meshed™ reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include circumstances where:

Products are intentionally damaged;
False claims are made;
Different products are returned;
Products are repeatedly purchased and returned in an abusive manner; or
The returns process is deliberately misused.

Meshed™ may take appropriate action where permitted by law.

This section does not affect legitimate statutory consumer rights.

31. CUSTOMER RESPONSIBILITY

Customers are responsible for:

Providing accurate order information;
Providing an accurate delivery address;
Taking reasonable care of products after delivery;
Following product care and usage instructions;
Contacting Meshed™ when a problem occurs; and
Following authorised return instructions.

32. IMPORTANT DELIVERY NOTICE

MEShed™ STANDARD DELIVERY: 8–11 BUSINESS DAYS

Please allow the full 8–11 business day estimated delivery timeframe before contacting us regarding a routine delivery enquiry.

This timeframe is an estimate, not a guaranteed delivery date.

A courier delay does not automatically create a right to a refund solely because the estimated timeframe has passed. However, any cancellation, refund or other remedy required by applicable South African law will remain available.

33. STATUTORY RIGHTS

This policy is intended to operate alongside, and not instead of, applicable South African legislation.

In particular, consumer rights may arise under:

The Consumer Protection Act 68 of 2008;
The Electronic Communications and Transactions Act 25 of 2002; and
Other applicable South African legislation.

Where there is a conflict between this policy and a mandatory statutory consumer protection, the mandatory statutory protection will apply.

34. GOVERNING LAW

This Returns & Refunds Policy is governed by the laws of the Republic of South Africa, subject to any mandatory consumer rights applicable to the customer.

35. POLICY CHANGES

Meshed™ reserves the right to update this Returns & Refunds Policy from time to time.

The version published on the website at the time of purchase will generally apply to that transaction, subject to applicable law.

FINAL NOTICE

By purchasing from Meshed™, customers acknowledge that:

The standard estimated delivery timeframe is 8–11 business days.
Delivery dates are estimates and are not guaranteed.
Voluntary change-of-mind returns are subject to the conditions set out in this policy.
Defective, unsafe or non-conforming goods remain subject to applicable statutory consumer protections.
Online transactions may be subject to statutory electronic-commerce cancellation rights.
Nothing in this policy removes or limits a consumer right that cannot legally be excluded or limited under South African law.