Refund policy
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Pandylane Returns Policy
Effective Date: 01/10/2026
Version: 3.2
1. Introduction
1.1. This Returns Policy applies to products purchased from Pandylane (Pty) Ltd, referred to in this policy as “Pandylane”, “we”, “us” or “our”.
1.2. This policy forms part of the agreement between Pandylane and our customers, referred to in this policy as “you” or “your”.
1.3. Our aim is to make returns fair, simple and practical. We offer a 30-day returns period on eligible products.
1.4. Nothing in this policy limits any rights you may have under the Consumer Protection Act, 68 of 2008 (CPA), Electronic Communications and Transactions Act, 25 of 2002 (ECTA), or any other applicable law.
1.5. Where this policy gives you more favourable return rights than the law requires, those additional rights are offered as part of Pandylane’s customer service policy and are subject to the conditions set out below.
2. Our 30-day returns period
2.1. We accept returns of eligible products for up to 30 days.
2.2. For delivered orders, the 30-day period starts on the date the order is delivered.
2.3. For collection orders, the 30-day period starts on the date the order is collected.
2.4. For in-store purchases, the 30-day period starts on the date of purchase.
2.5. If the 30-day period has passed, we may not be able to accept the return under this policy, unless the product is defective, covered by a statutory right, covered by a manufacturer or distributor warranty, or we agree otherwise.
3. Why we ask for a return reason
3.1. Our returns policy is intended to be a no-questions-asked return policy for eligible products within the applicable return period.
3.2. We do ask you to select or provide a return reason. We ask this so that we can process the return correctly, understand customer feedback, improve our product information, and identify any product or supplier issues.
3.3. For most eligible products, the reason for the return does not determine whether the product may be returned. However, the reason may affect:
3.3.1. whether return collection is free or chargeable;
3.3.2. whether the return is handled as a statutory return, warranty claim, exchange, replacement or ordinary return;
3.3.3. whether any restocking fee may apply; and
3.3.4. whether any special-condition rules apply to sale, clearance, preowned, unboxed, discontinued, end-of-line or non-returnable products.
4. Accepted return reasons
4.1. When requesting a return, you are required to give a reason, and these are the options available:
4.1.1. the product does not match the description or images;
4.1.2. the size does not fit;
4.1.3. the product is not suited for the purpose you bought it for;
4.1.4. the product is broken, damaged or defective; or
4.1.5. you changed your mind and no longer want the product.
4.2. If you received the wrong product, an incomplete order, or a product that appears to have been damaged in transit, please notify us as soon as reasonably possible so that we can assist you quickly.
5. Condition of returned products
5.1. Products must be returned in a condition that allows us to assess and process the return fairly.
5.2. Unless the return is due to a defect, incorrect product, or another reason that required you to open the packaging, products should be returned:
5.2.1. unused;
5.2.2. undamaged;
5.2.3. clean;
5.2.4. with all accessories, manuals, parts, tags and components included; and
5.2.5. in the original packaging, where reasonably possible.
5.3. You may open the packaging where opening the packaging is reasonably necessary to inspect the product, check the size, identify a defect, confirm the colour or specification, or determine whether the return is necessary.
5.4. Please take care when opening packaging. If packaging is opened, damaged, missing, or discarded in circumstances where it was not reasonably necessary to open or damage the packaging in order to identify the reason for return, a restocking fee may apply.
5.5. You are responsible for packing the product safely for return. If the product is damaged because it was not packaged safely for return transport, we may reject the return or deduct a reasonable amount from the return value, where permitted by law.
6. How to request a return
6.1. For online orders, please request your return through your Pandylane customer account using self-service returns.
6.2. To request a return:
6.2.1. log into your customer account;
6.2.2. select the relevant order;
6.2.3. select the item or items you want to return;
6.2.4. choose the return reason;
6.2.5. choose your preferred return outcome; and
6.2.6. submit the return request.
6.3. If you cannot access your customer account, or if your purchase was made in-store and is not linked to your online account, please contact us at hello@pandylane.com or visit our Parkhurst store.
6.4. Please do not send products back without first requesting or notifying us of the return. This helps us match the parcel to your order and avoid delays.
7. Return options
7.1. Once your return has been requested, we will confirm the available return options.
7.2. Depending on the return type and location, you may be able to return the product by:
7.2.1. handing it in at our Parkhurst store, at 5 3rd Avenue, Parkhurst, Randburg, 2193;
7.2.2. sending it to PostNet Parkhurst with prior arrangement;
7.2.3. sending it to The Courier Guy Parkhurst Kiosk;
7.2.4. sending it to the Parktown Quarter PUDO locker with prior arrangement; or
7.2.5. arranging a courier collection through us.
7.3. Products purchased online or in-store may be returned to our Parkhurst store.
7.4. If you send a return to PostNet Parkhurst, The Courier Guy Parkhurst or the Parktown Quarter PUDO locker, please make sure that your name, order number and return reference are included inside the parcel and share this with us so we can collect the return once it arrives. Please also keep proof that the parcel was handed over or lodged.
7.5. We will collect parcels returned to PostNet Parkhurst, The Courier Guy Parkhurst or the Parktown Quarter PUDO locker, but the return must still be clearly identifiable as your return.
8. Return collection fees
8.1. We do not charge a return collection fee where the return is for any reason other than change of mind, including where:
8.1.1. the product does not match the description or images;
8.1.2. the size does not fit;
8.1.3. the product is not suited for the purpose you bought it for;
8.1.4. the product is broken, damaged or defective; or
8.1.5. the incorrect product was supplied.
8.2. We also do not charge a return collection fee where the return is for change of mind and is requested within the 7-day ECTA cooling-off period, where ECTA applies.
8.3. If the return is for change of mind and is requested after the 7-day ECTA cooling-off period, but still within our 30-day returns period, we may charge a return collection fee.
8.4. The return collection fee will be the actual amount charged to us by the courier for that return collection. We will communicate this fee to you upfront before the collection is arranged.
8.5. You may avoid a Pandylane-arranged return collection fee by returning the product to our Parkhurst store or by sending it to one of the accepted return points listed in this policy, provided the return is otherwise approved.
9. Delivery fees
9.1. Original delivery fees are non-refundable for ordinary returns under our voluntary 30-day returns policy.
9.2. This includes standard delivery fees, urgent delivery fees, delivery surcharges, bulky-item surcharges, area surcharges and similar delivery-related charges.
9.3. We may refund delivery fees where the return is due to our error, an incorrect product, a defective product, or where applicable law requires us to do so.
10. Non-returnable products
10.1. Certain products are treated as non-returnable once opened or unsealed because of health, hygiene, safety, consumption, or restocking reasons.
10.2. These may include, but are not limited to:
10.2.1. breast pumps;
10.2.2. bottles;
10.2.3. teats;
10.2.4. breast shields;
10.2.5. maternity underwear;
10.2.6. personal care or hygiene products;
10.2.7. teethers;
10.2.8. single-use products;
10.2.9. consumable products; and
10.2.10. any other product that cannot reasonably be restocked once opened, unsealed, used or assembled.
10.3. If a product in this category is still unopened, unused and sealed in its original packaging, we will consider the return under the normal terms of this policy.
10.4. Once a non-returnable product has been opened or unsealed, it cannot be returned for change of mind, size, preference, or ordinary suitability reasons.
10.5. We will still consider a return of an opened non-returnable product where:
10.5.1. the product is defective;
10.5.2. the product does not match the description or images;
10.5.3. the product supplied is not the product ordered; or
10.5.4. the product is not fit for purpose in a way that gives you a right to return it under applicable law.
10.6. We endeavour to ensure that each product’s returnability status is accurately reflected on the product page. However, product information may occasionally be incorrect, incomplete or out of date. If there is an inconsistency between the website returnability status, this policy and applicable law, we will apply this policy and applicable law.
11. Clearance, sale, discontinued and end-of-line products
11.1. Clearance sale products cannot be returned under our voluntary 30-day returns policy for change of mind, incorrect size, preference, or ordinary suitability reasons.
11.2. Clearance sale products may still be returned where required by applicable law, including where the product is defective, incorrectly supplied, not as described, or where an applicable statutory cooling-off right applies.
11.3. Other sale products may be returned under this policy, as per the policy or as required by applicable law.
11.4. Where a sale product is returned and accepted, the return value will be based on the price actually paid for the product, after any sale discount, coupon or promotion.
11.5. We do not accept returns of end-of-line or discontinued products where the product page clearly states that the product is end-of-line, discontinued, final sale, clearance, or non-returnable.
11.6. If a product is end-of-line or discontinued but this was not represented on the product page at the time of purchase, the normal returns policy will apply.
11.7. Defective products, incorrect products, products that do not match their description, and products that are subject to statutory return rights will always be handled in accordance with applicable law.
12. Preowned and unboxed products
12.1. Preowned and unboxed products are sold in the specific condition described on the product page or communicated at the time of sale.
12.2. These products are sold as is and are not returnable under our voluntary 30-day returns policy for change of mind, size, preference, cosmetic condition, ordinary wear and tear, or disclosed condition issues.
12.3. Any known defects, marks, missing parts, packaging damage, prior use, cosmetic issues or limitations will be disclosed where reasonably possible.
12.4. By purchasing a preowned or unboxed product, you accept the disclosed condition of that product.
12.5. Disclosed defects and disclosed condition issues are excluded from return.
12.6. We will still consider and handle returns for undisclosed material defects, incorrect descriptions, incorrectly supplied products, or where applicable law gives you a right to return the product.
13. Defective products and warranty claims
13.1. If you believe a product is broken, damaged, defective, unsafe, not of acceptable quality, or not fit for purpose, please request a return or contact us as soon as reasonably possible.
13.2. Defective products will be handled in accordance with this policy, the CPA where applicable, and any manufacturer or distributor warranty that applies.
13.3. For products that we resell from local distributors, warranty claims may be administered by the relevant local distributor, manufacturer, or support team.
13.4. We may refer you to the local distributor, manufacturer or support team where this is the best way to assess the product, troubleshoot the issue, arrange repair, confirm replacement availability, or resolve the warranty claim.
13.5. Where we refer a warranty or defect claim to a distributor, manufacturer or support team, we will remain involved if you would like us to assist with follow-up and resolution.
13.6. Manufacturer and distributor warranties start from the date of purchase or invoice date, unless the applicable manufacturer or distributor warranty states otherwise.
13.7. Nothing in this section limits any statutory rights you may have against Pandylane under the CPA or any other applicable law.
14. Return outcomes
14.1. When you request a return, you may select your preferred outcome.
14.2. Depending on the product, the reason for return, the condition of the product, stock availability and applicable law, the possible outcomes are:
14.2.1. refund to the original payment method;
14.2.2. gift card;
14.2.3. store credit;
14.2.4. exchange for another product; or
14.2.5. replacement with the same product.
14.3. If the return is accepted, we will confirm the approved outcome with you.
14.4. If a replacement or exchange product is not available, we will offer another suitable outcome, such as store credit, a gift card, or a refund where applicable.
15. Refunds
15.1. Refunds are processed to the original payment method, unless we agree or are required to process the refund in another way.
15.2. If your purchase was made using a gift card, the purchase will not be eligible for a cash refund. If the return is accepted, we may offer an exchange, replacement, store credit, or a gift card in accordance with this policy.
15.3. If your purchase was paid partly by gift card and partly by another payment method, we may refund the gift card portion back to a gift card or store credit, and the balance to the original non-gift-card payment method.
15.4. Once a return has been accepted, we will process the refund within 3 working days.
15.5. The time it takes for the funds to reflect in your account depends on your bank, card issuer, payment provider, or payment method.
15.6. We may request additional information where reasonably required to process a refund, including banking details where the original payment method cannot be refunded directly.
16. Exchanges and replacements
16.1. Exchange orders and replacement orders are processed as new orders.
16.2. Exchanges and replacements are subject to stock availability.
16.3. If the replacement or exchange product costs more than the return value, you will need to pay the difference before the new order is released.
16.4. If the replacement or exchange product costs less than the return value, the balance may be refunded, issued as store credit, or issued as a gift card, depending on the circumstances and original payment method.
16.5. Delivery of an exchange or replacement order may be subject to our Delivery & Collection Policy and any applicable delivery fee, unless the exchange or replacement is due to our error, a defective product, or applicable law requires otherwise.
17. Restocking fees
17.1. Certain accepted returns may carry a restocking fee.
17.2. A restocking fee may apply where:
17.2.1. packaging has been opened, damaged, discarded, or made unsuitable for resale; and
17.2.2. it was not reasonably necessary to open or damage the packaging in order to identify the reason for return.
17.3. We will not charge a restocking fee where the packaging was reasonably opened because you needed to inspect the product, identify a defect, confirm the product was incorrect, check the size, check the colour, or determine whether the return was necessary.
17.4. We will also not charge a restocking fee for a return accepted because the product is defective, incorrectly supplied, materially not as described, or where a restocking fee would not be permitted by law.
17.5. The standard restocking fee is 10% of the returned product’s purchase price, capped at R195 per item.
17.6. The restocking fee will be deducted from the return value.
17.7. We will communicate any applicable restocking fee to you before finalising the return outcome.
17.8. In exceptional cases, a higher restocking fee may apply, for example where packaging is severely damaged, parts are missing, the item requires special handling, or the product requires additional work before it can be restocked. If this applies, we will communicate the fee and the reason for it.
18. Assessment of returns
18.1. Once we receive the returned product, we will assess it.
18.2. A return may be:
18.2.1. approved, meaning the return is accepted with no additional fees;
18.2.2. approved with a restocking fee, meaning the return is accepted but a restocking fee will be deducted from the return value; or
18.2.3. rejected, meaning the product does not qualify for return under this policy or applicable law.
18.3. We will communicate the outcome to you.
18.4. If the return is rejected, you will need to arrange to get the product back from us.
18.5. If a return is rejected, you may:
18.5.1. collect the product from our Parkhurst store; or
18.5.2. ask us to courier or deliver it back to you at a flat rate of R99.
19. Products received in error
19.1. If you receive a product that you did not order, or if you receive more items than you ordered, please contact us as soon as reasonably possible.
19.2. We will arrange to correct the error.
19.3. Please do not use, open or dispose of products received in error.
19.4. If you would like to keep an additional product sent in error, please contact us so that we can confirm whether this is possible and arrange payment where applicable.
20. Contact us
20.1. For return queries, please contact us at:
Email: hello@pandylane.com
Phone: 087 092 7158
WhatsApp: 073 630 2836