We want you to love every piece. This policy explains your rights under South Africa’s Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA), and the extra time we give you on top of them. Nothing in this policy limits your rights under those laws.
1. 7-day cooling-off period
Under section 44 of ECTA, you may cancel your order without giving a reason, and without penalty, within 7 days of receiving your goods. Email us at hello@thechristmasco.co.za to cancel, then return the items in the condition you received them. You pay only the direct cost of sending the goods back. We’ll refund the full amount you paid, including the original delivery fee, within 30 days of your cancellation.
2. Our 30-day return promise
After the cooling-off period, you may still return unused, non-personalised items within 30 days of delivery for a refund. Items must be unused and in their original condition and packaging. Return delivery is at your cost, and the original delivery fee is not refunded under this promise.
3. Faulty, damaged or incorrect items
Under section 56 of the CPA, everything we sell comes with an implied warranty of quality for 6 months from delivery. If an item is defective, unsafe, not as described or not what you ordered, you may choose a repair, a replacement or a refund, and we’ll cover the reasonable cost of returning it. This doesn’t cover damage caused by misuse, accidents, using indoor items outdoors, or normal wear and tear.
If an item arrives damaged, please let us know as soon as possible, ideally within 48 hours, with photos of the item and packaging.
4. Items we can’t take back for a change of mind
- Personalised items, such as Christmas sacks printed with names, because they are made to your specification.
- Gourmet No-Bake Gingerbread House Kits and other food items, because they are perishable and for hygiene reasons.
These items are still fully covered if they are faulty, damaged or incorrect.
5. Cancelling a pre-order
You can cancel a gingerbread kit pre-order at any time before it is dispatched for a full refund.
How to return an item
- Email hello@thechristmasco.co.za with your order number, the item(s) and the reason for the return.
- We’ll reply within 1–2 working days with return instructions.
- Pack the item securely, in its original packaging if possible. We recommend a tracked courier service.
- Once we’ve received and checked the item, we’ll refund you to your original payment method, usually within 14 days and always within 30 days.
The Christmas Company SA, 5 Eaton Road, Umbilo, Durban, 4000, South Africa · hello@thechristmasco.co.za