Returns & refunds

1. Your 7-day cooling-off right (change of mind)

Because you buy online, ECTA gives you a cooling-off period: you may cancel your order and return the goods within 7 calendar days of receiving them, for any reason, without penalty.

• The item must be unused, in its original condition and packaging.
• You pay the direct cost of returning the item to us; the rest of your money — including the original delivery fee — is refunded.
• We refund you within 30 days of the cancellation.

A few items are excluded from the cooling-off right by law, including made-to-order or personalised goods, perishable goods, and sealed health/hygiene or media items once they’ve been unsealed.

2. Faulty, defective or not-as-described items

Under the CPA, everything we sell must be of good quality, in working order and free of defects. If an item is faulty, defective, damaged in transit, or materially different from how it was described:

• Tell us within 7 days of delivery for transit damage or an incorrect/not-as-described item (a photo helps us sort it fast).
• For defects that appear within 6 months, you may choose a repair, replacement or refund.
• We cover the cost of the return in these cases — you won’t be out of pocket for our error or a faulty product.

3. Cancelling before dispatch

If you change your mind before your order has been dispatched (or, for a sourced-to-order item, before it has been ordered from the supplier), contact us and we’ll cancel it and refund you in full.

4. How to start a return or refund

1. Sign in to your account, open the order and choose Request a return / refund — or simply email support@stillr.co.za with your order number and what’s wrong.
2. We’ll reply with return instructions and the return address.
3. Once we receive and check the item, we approve and process your refund.

Please don’t send anything back before contacting us — unannounced returns can be delayed or lost.

5. How refunds are paid

• Refunds go back to your original payment method (the card or account you paid with, via our payment processor Paystack).
• We process approved refunds within 5–10 business days; your bank may take a little longer to reflect it.
• For cooling-off cancellations, the full legal timeframe is up to 30 days.

6. Condition of returned goods

For change-of-mind returns, items must come back unused and complete, with all accessories, tags and original packaging. We may decline or reduce a refund where an item is returned damaged or incomplete through no fault of ours.

Need help?

Email support@stillr.co.za and we’ll take care of it. See also our shipping & delivery policy.