Refund policy

Returns & Refunds Policy

Last Updated: 23 October 2026

1. Our Returns Policy

At The Christmas Box, we carefully select our products to bring joy, creativity, and festive memories into your home.

Due to the seasonal nature of our products, we maintain a limited returns and exchanges policy.

We do not offer voluntary returns, refunds, or exchanges for change of mind, unwanted gifts, or personal preferences beyond those required by South African law.

This policy does not affect any statutory rights under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), or other applicable legislation.

2. Change-of-Mind Returns

We do not offer an additional voluntary change-of-mind return period.

However, section 44 of ECTA generally provides a seven-day cooling-off period for eligible online purchases, calculated from the date the goods are received.

Where this right applies:

Customers may cancel without providing a reason.
Cancellation must take place within the applicable seven-day period.
The customer may be responsible for the direct cost of returning the goods.
Refunds will be processed within 30 days of cancellation, as required by ECTA.
Certain transactions may be excluded under section 42 of ECTA.

We request that returned products be kept complete, unused, and in their original packaging wherever reasonably possible. These are requests intended to assist with returns processing and do not override statutory cancellation rights.

3. Returns Outside the Cooling-Off Period

Where no statutory return or cancellation right applies, we do not ordinarily accept returns or exchanges for:

A change of mind
Unwanted Christmas gifts
Incorrect personal preferences
Products no longer required
Duplicate purchases
Products purchased for an event that has passed
Products the customer simply no longer wishes to keep

The Christmas Box does not provide an additional voluntary satisfaction guarantee.

4. Defective or Damaged Products

Customers are protected by the statutory quality guarantees contained in sections 55 and 56 of the CPA.

Where a product is defective, unsafe, or fails to meet the applicable statutory standards within the six-month implied warranty period, the customer may return it in accordance with the CPA.

Where section 56 applies, the customer may choose:

A repair
A replacement
A refund

Qualifying returns will be handled without penalty and at our risk and expense.

We may reasonably inspect or assess a product to establish the reported issue, without unfairly restricting or delaying the customer's statutory rights.

5. Missing Pieces in Building Sets

Our Christmas building sets may contain numerous small components.

If your building set appears to have missing pieces, please contact us at info@christmasbox.co.za.

Where possible, include:

Your order number
The product name
A description of the missing pieces
Photographs or assembly references, if available

We will investigate the issue and may offer replacement components where appropriate and acceptable to the customer.

Where missing components constitute a statutory defect or non-compliance, the customer's applicable rights remain unaffected.

6. Incorrect Products

If you receive a product different from the one ordered, please contact us.

We will investigate the matter and provide an appropriate remedy under applicable consumer legislation.

Where an incorrect product was supplied due to our error, we will bear the return costs where legally required.

7. Damage During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

We recommend taking photographs of the damaged product and packaging.

Photographs help us investigate delivery issues but are not an absolute condition for exercising statutory consumer rights.

8. Products Damaged Through Misuse

Statutory warranty protections do not ordinarily apply to damage caused solely by:

Improper use or handling
Accidental damage after delivery
Unauthorised modifications
Failure to follow reasonable assembly or safety instructions
Ordinary wear and tear that does not constitute a defect

These exclusions apply only to the extent permitted by law.

9. How to Request a Return

For efficient assistance, we request that customers contact us before arranging a return.

Email: info@christmasbox.co.za

Please include your order number, product name, and reason for contacting us.

We will provide the relevant return instructions and destination where applicable.

We do not operate a public walk-in returns counter.

Our return procedures do not restrict customers from exercising statutory rights within the applicable periods.

10. Return Shipping Costs

For eligible change-of-mind cancellations under section 44 of ECTA, the customer may be responsible for the direct cost of returning the goods.

For qualifying defective products under section 56 of the CPA, returns will be handled at our risk and expense.

Other shipping arrangements will be determined in accordance with applicable legislation.

11. Refunds

Refunds will be processed within the timeframes required by applicable law.

Where section 44 of ECTA applies, refunds will be processed within 30 days of cancellation.

Refunds will generally be made through the original payment method where possible.

We will not require customers to accept store credit instead of a refund where they are legally entitled to a refund and have not agreed to store credit.