Refund policy

Refund, Returns & Exchanges Policy

At ComfyCo, we want every order to arrive as expected and in good condition. This policy explains how returns, refunds, exchanges, damaged or incorrect items, and eligible online cancellations are handled.

Nothing in this policy limits any rights you may have under applicable South African consumer law.

1. Returns and refunds

A return or refund may be considered where an item:

• is damaged on arrival;
• has a manufacturing or workmanship defect;
• is not the item ordered;
• is the incorrect colour or size compared with the order placed; or
• does not meet applicable statutory quality requirements.

Please submit a return request before sending any item back to ComfyCo.

We may ask you to provide:

• your order number;
• a description of the issue; and
• photographs or other supporting information where reasonably required.

Please do not courier or return an item until ComfyCo has reviewed your request and provided return instructions.

 

2. Voluntary exchanges

ComfyCo offers a voluntary exchange period of 14 calendar days for eligible standard items.

To qualify for a voluntary exchange, the item must be:

• unused;
• unwashed;
• clean;
• undamaged;
• unaltered; and
• in a condition suitable for resale.

Exchanges are subject to product and colour availability.

For a voluntary colour or size exchange, the customer is responsible for the cost of returning the original item and the cost of delivering the replacement item.

Any difference in product price will need to be settled before the replacement item is dispatched.

 

3. Damaged, defective or incorrect items

If you receive an item that is damaged, defective or different from what you ordered, please notify ComfyCo as soon as reasonably possible.

Once the issue has been reviewed and confirmed, ComfyCo will cover the reasonable return courier cost for a confirmed ComfyCo error, damage or qualifying defect.

Depending on the circumstances and applicable South African consumer law, the appropriate remedy may include:

• repair;
• replacement; or
• refund.

Your statutory consumer rights remain unaffected.

 

4. Change-of-mind online returns and cancellations

Where the statutory cooling-off provisions applicable to an online transaction apply, a qualifying customer may cancel an eligible transaction within 7 days after receiving the goods.

Where applicable, the customer may be responsible for the direct cost of returning the goods to ComfyCo.

Goods should be returned in their original condition where reasonably possible.

Certain goods are excluded from statutory cooling-off rights, including goods made to a customer's specifications or clearly personalised for that customer, where the applicable law provides for such an exclusion.

These statutory rights are separate from ComfyCo's voluntary 14-day exchange policy.

 

5. Custom and personalised items

Items that have been specially made to a customer's requested specifications, including approved custom colours or custom sizes, are not accepted for an ordinary change-of-mind return or exchange.

This does not remove your rights where a custom item is:

• defective;
• damaged;
• incorrectly supplied; or
• otherwise covered by applicable consumer law.

Choosing one of ComfyCo's normal standard sizes or standard colours does not by itself make an item a custom product.

 

6. Items not accepted for voluntary return or exchange

ComfyCo cannot accept a voluntary return or exchange where an item has been:

• used;
• washed;
• stained or soiled;
• damaged after delivery;
• altered;
• exposed to strong or persistent odours;
• covered in pet hair; or
• otherwise rendered unsuitable for resale.

Damage resulting from misuse, incorrect handling or failure to follow the applicable care instructions is not regarded as a manufacturing or workmanship defect.

This does not limit any statutory rights that may apply.

 

7. Return and exchange process

To request a return or exchange:

1. Complete the appropriate ComfyCo Return/Exchange request form.
2. Provide your order details and the reason for your request.
3. Supply photographs or supporting information if requested.
4. Wait for ComfyCo to review the request and provide return instructions.
5. Do not send the item back before receiving those instructions.

Returning an item without prior approval may delay the process.

 

8. Courier costs

Courier responsibility depends on the reason for the return.

 

ComfyCo will cover reasonable return courier costs where:

• the incorrect item was supplied;
• the item arrived damaged; or
• a qualifying defect or ComfyCo error has been confirmed.

The customer is responsible for courier costs where:

• requesting a voluntary colour or size exchange; or
• exercising an applicable statutory change-of-mind cancellation where the law permits the direct return cost to be charged to the customer.

 

9. Refunds

Once an approved returned item has been received and assessed, an eligible refund will be processed to the original payment method where reasonably possible.

Processing times may vary depending on the bank or payment provider.

Where a refund arises from a statutory cancellation or other legal right, it will be processed within the period required by applicable South African law.

 

10. Photographs and supporting information

ComfyCo may request photographs or other reasonable supporting information when assessing:

• damage;
• manufacturing defects;
• incorrect items;
• colour or size discrepancies; or
• the condition of a returned item.

This information helps us assess the request and determine the appropriate next step.

 

11. ComfyCo workmanship warranty

ComfyCo provides a 3-month workmanship warranty on its handmade products.

This warranty covers qualifying workmanship-related defects and is in addition to any rights or remedies available under applicable South African consumer law.

The workmanship warranty does not cover damage caused by:

• misuse;
• incorrect washing or care;
• accidental damage;
• normal wear and tear;
• alterations made after purchase; or
• use contrary to the product's care instructions.

Contact and return requests

• Please use the ComfyCo Return/Exchange request form or contact ComfyCo customer service if you need assistance with a return, exchange, damaged item or refund request.
  

  
  

Customer Service Contact Information:

• Email: hello@comfyco.co.za
• WhatsApp: 084 430 1543

 

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