Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

Shipping costs are non-refundable.

Cooling Off Period

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction – a transaction concluded via (in whole or in part) the website, email, or SMS.

This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.

Return of goods in terms of cooling-off period

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods (minus the direct costs that we incur relating to the return of the goods) within 30 days of the date of cancellation.

Defects

Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective. We recommend testing out your purchase as soon as you have received it to make sure that everything is in working order.

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below.

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

Statutory warranty on repairs

We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

Inspection of returned goods

You may also ask us to inspect any goods believed to be defective. We may charge an inspection fee equivalent to 20% of the price paid for the item. We will fully refund this inspection fee if the goods were defective when we supplied them.

We train our staff to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our staff will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

We do not have to refund any inspection fee paid if our staff do not accept that we supplied defective goods.

Unsuitable Goods

Statutory right to return unsuitable goods

Our customer that is also a consumer under the CPA may return goods within ten days of delivery if they could not examine them before delivery and then discover that the goods are not what they ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

A consumer must return unsuitable goods within ten days of delivery according to our returns and refunds procedure below.

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

Postage costs

We will refund the reasonable postal and insurance costs of qualifying returning defective or unsuitable goods. We may inspect the goods to confirm that they are defective before we do so.

Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It may be fraud to damage goods deliberately to claim a refund.

Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging.

Refund Procedure

It is important that you follow the Return Policy as stated or we may not be able to accept and process your return.   This policy applies to consumers as defined under the CPA.  For non-consumers, please contact us directly.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

Shipping costs are non-refundable.

1.  Send us an email at hello@theedenshop.com and tell us the following:

• The reason for the return
• The order number

2. Our team will assess the request and let you know the status. Either we can repair or replace, or if invalid and past the warranty, we will refuse to process the return.  Refunds may also be granted.

3.   If you returned the items within the required seven (7) day cooling-off period and our team confirms they are defective or were provided to you for your specific purpose and were unsuitable for that purpose, we will either repair, replace or refund the items. If you claim that the items are unsuitable for your purposes, you would have needed to communicate upfront what the purpose is. If you did, we would then provide you with reasons indicating whether we believe the goods were unsuitable for your specific purpose or not.

4. If the goods were returned outside the seven (7) day cooling-off period, or our staff report that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not repair, replace, or refund the goods.

5.  We do not regard the following as defective:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product; or
• where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

6.  On confirmation from the team, please return the product(s) as follows:

• It is your responsibility to package the item correctly.  Please include all accessories and instructions, and all original packaging that is still available. If original delivery packaging is not available, please make sure the goods are in protective packaging. We are not responsible for any damage in transit, and if it is damaged, we cannot process the return. 
• Please write the return number clearly on the package. 
• Deliver the defective items still under warranty or unsuitable physical goods to us by courier. It is recommended that this is with insurance as we cannot be responsible for damages in transit or non-delivery of returned goods. The return address will be communicated by our staff.   Valid returns will have shipping refunded.
• Please send us the tracking number once dispatched.  We will notify you if we do not receive the return.

7. Once we have received the package, we will notify you that we have received the physical goods. Please allow for ten (10) working days from the date on which you sent the envelope or package for it to reach us. If we have not notified you within ten (10) working days, please contact the courier that you sent the package through and try and establish whether it has been delivered to the correct address.

8.  If the team assesses the return as valid, we will process the repair, replacement or refund.

• If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
• If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within thirty (30) days of cancellation.