Refund & Return Policy

Last updated: 21 January 2026

At SISU Gifting, we want you to love what you ordered. If something's not quite right, here's how we make it right — calmly, fairly, and without unnecessary drama.

Returns & Exchanges — The Basics

If you're not satisfied with your purchase, you may request a return or exchange within 7 days of receiving your order, in line with the South African Consumer Protection Act (CPA).

To be eligible:

  • Items must be unused, in their original condition, and in original packaging
  • Proof of purchase is required
  • Sale items and personalised/custom items may not be eligible for return unless faulty

In short: if it's been used, loved too hard, or customised just for you — we probably can't take it back.

Faulty or Damaged Items (The "We've Got You" Bit)

If your item arrives damaged, defective, or not quite as it should be, we'll sort it out — no detective work required on your side.

This includes:

  • Manufacturing defects
  • Quality issues
  • Damage caused during delivery
  • Incorrect items sent (we all have off days)

Here's what to do:

  • Please notify us within 48 hours of delivery
  • Email [your email] with your order number and clear photos of:
    • The outer packaging
    • The inner packaging
    • The affected item(s)

What happens next:

  • We'll assess whether the issue is a product fault or courier-related damage
  • We'll arrange a replacement, exchange, or refund where appropriate
  • We remain responsible for your order until it's safely in your hands. If something goes wrong in transit, we'll handle it - no insurance claims or courier battles required on your end.

You shouldn't have to play middleman. That's our job.

Our Packaging Promise (Mama-Approved)

We pack your order the way we'd pack a gift for our own mother:

  • Too much bubble wrap
  • Extra padding
  • Careful sealing
  • Absolutely no "that'll probably be fine" energy

We do everything reasonably possible to protect your items in transit — but once in a while, gravity and courier logistics still have their own opinions.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Beauty, skincare, and personal care products that have been opened
  • Perishable items (if applicable)
  • Custom or personalised products
  • Gift cards

Return Process

  1. Email us at [your email] with your order number and reason for return
  2. We'll confirm if your return is approved and provide return instructions
  3. Once we receive and inspect the item, we'll notify you of the outcome
  4. Approved refunds will be processed to your original payment method within 7–10 business days

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is faulty, incorrect, or damaged in transit
  • Original shipping fees are non-refundable (because couriers still need their coffee money)

Exchanges

Exchanges are subject to product availability. If your preferred item is out of stock, we'll offer a refund or store credit instead.

VAT & Refunds (Future-Proof Clause)

SISU Gifting is not currently VAT registered. This means no VAT is charged or included in product prices at this time.

If and when VAT registration becomes applicable:

  • VAT will be charged at the prevailing statutory rate
  • Any VAT portion of a refunded order will be refunded in line with South African tax regulations

Contact Us

Questions? Returns? Gentle panic?
Email: sam@sisugift.co.za
Business name: SISU Gifting Company (Pty) Ltd