Returns & Refund Policy
Effective Date: March 4, 2026
Last Updated: March 4, 2026
At PLAKA, we want you to shop with confidence. This policy explains your return, exchange, and refund rights.
1. Your statutory rights come first
This policy is read together with applicable South African consumer law.
If any part of this policy conflicts with mandatory legal rights, the law will apply.
2. Change-of-mind returns (store policy)
In addition to your legal rights, PLAKA accepts eligible change-of-mind returns within 14 calendar days of delivery, provided that:
The item is unused, unworn, unwashed, and in original condition.
Original tags, labels, and packaging are intact.
You provide proof of purchase.
The item is not listed as non-returnable.
Change-of-mind return shipping is for the customer’s account unless we state otherwise.
3. Defective, unsafe, or poor-quality goods
If goods are defective, unsafe, or do not meet the quality standards required by law, you may return them within 6 months of delivery.
Where applicable law applies, the return is at the supplier’s risk and expense, and you may choose:
Repair, or
Replacement, or
Refund
If goods are repaired and the same defect is not fixed (or recurs) within 3 months, you may request replacement or refund.
4. Cooling-off rights (where legally applicable)
For qualifying electronic transactions, applicable law may allow cancellation within 7 days after receiving goods (subject to legal conditions), with only direct return cost potentially chargeable.
For qualifying direct-marketing transactions, applicable law may allow cancellation within 5 business days (where the electronic-transaction rule does not apply).
These rights apply where legally applicable, even if not specifically selected at checkout.
5. Special Order items
Items marked Special Order are prepared/sourced on request.
Change-of-mind cancellation/return may be restricted once production/sourcing has started.
If a Special Order item is defective, unsafe, or not as described, your legal rights still apply.
6. Non-returnable items (unless required by law)
The following are generally non-returnable:
Gift cards or vouchers
Final-sale / clearance items marked non-returnable
Personalised or custom items
Items returned used, damaged by misuse, or missing original packaging/tags (unless defective on delivery)
7. Exchanges
Exchanges are subject to stock availability.
If replacement stock is unavailable, we may offer a refund or store credit, as applicable.
8. How to request a return
Email [returns@yourdomain.com] with:
Order number
Full name and contact number
Item(s) you want to return
Reason for return
Photos (for damage/defect claims)
Do not ship goods back until you receive return instructions and a return reference.
9. Return shipping and risk
Change-of-mind: customer pays return shipping.
Defective/incorrect goods: PLAKA covers reasonable return shipping where claim is validated.
Returns sent without authorisation may be delayed or rejected.
10. Refunds
Once your return is received and inspected, we will notify you of approval outcome.
If approved:
Refunds are made to your original payment method.
Processing is typically 5–10 business days after approval (provider-dependent).
Original delivery charges are generally not refunded for change-of-mind returns, unless required by law.
11. Incorrect or damaged-on-delivery items
Please report incorrect/damaged deliveries within 3 days of receipt, with clear photos of:
Outer packaging
Shipping label
Item condition
12. Contact
Returns team: returns@plakaonline.co.za
Support: support@plakaonline.co.za
WhatsApp: +27 79 214 0441