Refund policy

At Urban Drift, we want you to be satisfied with your purchase. This Returns & Refund Policy is designed in accordance with applicable South African consumer protection laws, including the Electronic Communications and Transactions Act (“ECTA”) and the Consumer Protection Act (“CPA”).  

1. Returns Eligibility

You may request a return if:

  • The item is defective, damaged, unsafe, or not of acceptable quality.
  • The wrong item was delivered.
  • The item does not match the description or specifications advertised.
  • You changed your mind on an online purchase within the legally permitted cooling-off period.

To qualify for a return:

  • The item must be returned in its original condition where reasonably possible.
  • Proof of purchase must be provided.
  • All original packaging, accessories, manuals, and included items should be returned.

2. Cooling-Off Period for Online Purchases

In terms of Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase goods online may cancel the transaction within 7 (seven) days after receiving the goods, without giving a reason and without penalty.  

Conditions:

  • The customer will be responsible for the direct cost of returning the goods unless the goods were defective, incorrect, or damaged upon delivery.
  • Refunds will be processed after the returned goods have been received and inspected.
  • Refunds may take up to 14 business days to reflect, depending on the payment provider or bank.

3. Defective or Damaged Goods

Under the Consumer Protection Act, customers are entitled to return defective or unsafe goods within 6 (six) months of delivery.  

Where a product is found to be defective, Urban Drift may:

  • Repair the item,
  • Replace the item, or
  • Refund the purchase price.

This will be handled in accordance with the CPA.

This policy does not apply where:

  • The product has been damaged due to misuse, negligence, abuse, or normal wear and tear.
  • The product was used contrary to instructions or warnings.

4. Incorrect or Missing Items

If you receive an incorrect item or if items are missing from your order, please contact us within 48 hours of delivery.

Urban Drift will arrange collection or replacement at no additional cost where applicable.

5. Non-Returnable Items

For hygiene, safety, and legal reasons, certain products may not be returned unless defective. These may include:

  • Personal care products,
  • Undergarments,
  • Opened hygiene-related items,
  • Gift cards,
  • Custom-made or personalised items,
  • Clearance or final-sale items where clearly indicated.

6. Return Process

To request a return, customers must:

  1. Email us at [your email address]
  2. Include:
    • Full name,
    • Order number,
    • Reason for return,
    • Photos where applicable.

Once approved, return instructions will be provided.

7. Refunds

Refunds will be issued to the original payment method used for the purchase.

Refunds may be refused if:

  • Returned items are missing parts,
  • Items show signs of misuse or excessive wear,
  • The return does not comply with this policy or applicable law.

Where legally permitted, Urban Drift may deduct reasonable costs for damage, usage beyond inspection, or missing packaging.  

8. Exchanges

Urban Drift may offer exchanges subject to stock availability.

If the replacement product costs more, the customer will be required to pay the difference. If it costs less, Urban Drift may refund the difference.

9. Contact Information

For all return or refund queries, please contact:

Urban Drift
Email: [your support email]Business Hours: Monday – Friday, 9am – 5pm