Refund policy

RETURN, EXCHANGE & REFUND POLICY

Effective Date: Effective immediately upon launch

Last Updated: 12/08/2026

1. INTRODUCTION

@Forever Home and Living is operated by Member Marketplace Operating (MMG) a Registered South African Company (Registration Number: 2026/677651/07), trading as @Forever Home and Living. We are committed to providing our customers with quality products and a safe, transparent, and convenient online shopping experience.

This Return, Exchange & Refund Policy outlines the terms under which customers may return products purchased through @Forever Home and Living and explains how refunds, replacements, and exchanges are handled.

This Policy must be read in conjunction with the @Forever Home and Living Terms of Service, Privacy Policy, and Delivery Policy. Nothing in this Policy limits, excludes, or seeks to restrict any rights that a consumer has under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. CHANGE-OF-MIND RETURNS

Where permitted by law, customers may request to return an unwanted product provided that:

  • The product is unused, unwashed, and undamaged;

  • The product remains in its original, resaleable condition;

  • All original packaging, tags, labels, manuals, accessories, and components are intact and included;

  • The product was not personalized, branded, or custom-manufactured specifically to customer specifications; and

  • The product is not excluded from returns under Section 11 of this Policy or applicable consumer legislation.

The customer may be responsible for the direct cost of courier/delivery for returning unwanted "change-of-mind" items. @Forever Home and Living reserves the right to inspect returned items prior to approving a refund or exchange.

3. ONLINE PURCHASE COOLING-OFF PERIOD (ECTA)

In terms of Section 44 of ECTA, where a transaction qualifies for the statutory cooling-off provisions applicable to electronic transactions, a customer may cancel the transaction within seven (7) days after receipt of the goods without reason and without penalty, subject only to the direct cost of returning the goods to us.

Where an order is cancelled under this provision, ECTA provides for a refund within 30 days of cancellation.

To exercise this right, contact @Forever Home and Living as soon as possible with:

  • Full Name and Contact Details;

  • Order Number;

  • Product(s) being returned; and

  • Reason for return (optional).

Returned products must be sent back in substantially the same condition as received.

4. DEFECTIVE OR FAULTY PRODUCTS

@Forever Home and Living recognizes and respects consumer statutory rights regarding defective, unsafe, or poor-quality products.

Under Section 56 of the CPA, goods sold carry an implied statutory warranty of quality for six (6) months post-delivery. If a product fails to comply with quality standards, the consumer may return the item without penalty, at the supplier's risk and expense.

A product may qualify as defective if:

  • It does not function as reasonably expected;

  • It contains a material manufacturing defect;

  • It is unsafe or poses a hazard;

  • It is materially different from its description, specifications, or images; or

  • It is unfit for its intended purpose.

The customer may generally choose whether they require a repair, replacement, or full refund for qualifying defective goods, subject to verification and inspection by @Forever Home and Living or the authorized manufacturer.

5. PRODUCTS DAMAGED DURING DELIVERY

If a package or product arrives damaged, the customer must notify @Forever Home and Living as soon as reasonably possible.

To assist in speedy resolution, customers are requested to:

  1. Photograph the outer packaging prior to unboxing (showing damage if visible);

  2. Photograph the damaged item itself;

  3. Retain all original packaging, tags, and accessories; and

  4. Contact customer support with the Order Number and photographs attached.

Where damage occurred prior to delivery to the customer, @Forever Home and Living will work with the courier network to resolve the issue and provide a replacement, repair, or full refund.

6. INCORRECT PRODUCT DELIVERED

If @Forever Home and Living delivers a product different from what was ordered, please notify us immediately.

We will arrange for collection of the incorrect item at our expense and:

  • Deliver the correct product (subject to stock availability); or

  • Issue a full refund or store credit as preferred.

Customers will not be responsible for return shipping costs caused by a dispatch or fulfilment error.

7. PRODUCT NOT AS DESCRIBED

If a delivered product materially differs from its stated specifications, primary features, or images, please contact customer support. Following verification, we will arrange a replacement, repair, or refund.

Note: Minor variations in colour tone, wood grain, fabric texture, or packaging appearance may occur due to natural materials or screen display settings and do not constitute a defect.

8. EXCHANGES

Customers may request an exchange where:

  • An incorrect size or variation was selected;

  • The product delivered was incorrect or defective; or

  • An exchange is otherwise permitted by law or @Forever Home and Living policy.

All exchanges are subject to stock availability.

  • Higher Value Items: If the replacement item is higher in price, the customer must pay the difference prior to dispatch.

  • Lower Value Items: If the replacement item is lower in price, the difference will be refunded or credited.

9. CLOTHING, CAPS AND APPAREL

For wearable merchandise (clothing, caps, hoodies, sweaters, and apparel), change-of-mind returns/exchanges are strictly accepted only if the item:

  • Is completely unworn, unwashed, and unaltered;

  • Is free from marks, stains, perfume/odours, or pet hair;

  • Retains all original tags attached; and

  • Is returned in its original product packaging.

Note: This clause does not restrict statutory rights for defective apparel.

10. PERSONALISED AND CUSTOM-MADE PRODUCTS

Products that have been custom-made, personalized, branded, embroidered, printed, or tailored to customer specifications do not qualify for change-of-mind returns or exchanges.

This exclusion does not apply if the custom item is defective, damaged prior to delivery, or materially fails to match the specifications supplied by the customer.

11. NON-RETURNABLE PRODUCTS

Subject to applicable consumer protection laws, the following items are excluded from change-of-mind returns:

  • Custom-made, personalized, or altered items;

  • Opened or unsealed products where return is restricted for health, hygiene, or sanitary reasons;

  • Consumable or perishable items; and

  • Clearance items explicitly marked as non-returnable on the product listing.

In accordance with guidelines from the South African Department of Trade, Industry and Competition (DTIC), blanket "no returns/no refunds" statements are not used to bypass statutory consumer rights regarding defective goods.

12. SALE AND PROMOTIONAL PRODUCTS

Items purchased on sale, during promotions, or with discount vouchers carry the same statutory rights regarding defects as full-priced goods. Discounting an item does not void statutory consumer protections.

For change-of-mind returns or exchanges on sale items, processing is subject to stock availability and promotional terms.

13. HOW TO REQUEST A RETURN

To lodge a return, exchange, or refund request, contact @Forever Home and Living through the following official channels:

  • WhatsApp: 072 120 9623

  • Email: [Insert Support Email Address]

  • Online Portal: [Insert Returns Portal URL]

Please provide the following details:

  1. Full Name & Contact Info

  2. Order Number & Date of Purchase

  3. Name of Item(s) being returned

  4. Reason for Return

  5. Photos/Videos (if claiming damage or defect)

  6. Preferred Resolution (Refund, Exchange, or Repair)

Do not dispatch returns to unauthorized addresses without confirmation and a Return Authorization Number from @Forever Home and Living.

14. RETURN SHIPPING COSTS

  • Defective, Damaged, or Incorrect Items: @Forever Home and Living (or its fulfillment partners) will cover reasonable collection/courier costs as required by law.

  • Change-of-Mind Returns: The customer is responsible for the direct cost of shipping the item back to our designated facility.

15. INSPECTION OF RETURNED PRODUCTS

All returned goods undergo inspection upon arrival to verify:

  • Order accuracy and completeness;

  • Product condition (unopened/unused status where applicable);

  • Presence of all original tags, packaging, and accessories; and

  • The validity of defect or damage claims.

Inspection processes are conducted promptly and do not diminish statutory consumer rights.

16. REFUNDS

Once a return is inspected and approved:

  • Refunds will cover the purchase price of the returned product;

  • Delivery fees will be refunded where required under statutory defect claims or complete order errors;

  • Refunds are processed via the original payment method used during checkout whenever technically feasible; and

  • Reversal timeframes depend on financial institutions and card issuers (typically 3–7 working days post-approval).

17. REFUND FOR A DEFECTIVE PRODUCT

Where a customer is legally entitled to a refund due to defective or unsafe goods under the CPA six-month warranty, @Forever Home and Living will process the refund without penalty or deduction.

18. PARTIAL REFUNDS

A partial refund may be issued where:

  • Only a portion of a multi-item order is returned;

  • An item is returned missing a non-critical accessory, and the customer agrees to a partial deduction; or

  • A partial bundle return is permitted by agreement.

Partial refunds will never be used to unlawfully limit full statutory entitlements.

19. ORDERS CONTAINING MULTIPLE PRODUCTS

For multi-item orders, customers may request returns for individual items independently, provided the items meet qualification criteria. If an item was purchased as part of a bundle discount, any applicable refund will reflect the effective discounted price paid for that specific item.

20. COURIER DELIVERY AND RETURN OF GOODS

@Forever Home and Living utilizes reputable courier partners. Delivery delays outside our reasonable control do not automatically entitle a customer to reject goods that otherwise conform to the order, though statutory rights remain unaffected. Return collection instructions will be provided when a return is logged.

21. FRAUDULENT OR ABUSIVE RETURNS

@Forever Home and Living reserves the right to investigate suspected fraudulent activities, including:

  • Returning non-authentic or substituted items;

  • Intentional damage to claim defects;

  • False claims regarding missing items or non-delivery; or

  • Systemic abuse of promotional return terms.

Legitimate consumer claims are unaffected by this clause.

22. MARKETPLACE OPERATING MODEL

Where @Forever Home and Living operates as a marketplace featuring items fulfilled by vetted third-party sellers, the individual seller may assist in inspecting or replacing items. However, Member Marketplace Operating MMG t/a @Forever Home and Living provides customer support facilitation to ensure smooth processing in compliance with this Policy.

23. GIFT PURCHASES

Refunds for items purchased as gifts will be issued to the original purchaser's payment method. Gift recipients may request an exchange or store credit subject to stock availability and compliance with return conditions.

24. REPLACEMENT DELIVERY

Where an exchange or replacement is approved, @Forever Home and Living will dispatch the replacement item within a reasonable timeframe. If stock is unavailable, an alternative item or full refund will be offered.

25. CUSTOMER RESPONSIBILITIES

Customers are expected to:

  • Provide accurate delivery addresses and contact information;

  • Inspect packages upon delivery;

  • Handle products with reasonable care;

  • Package return items securely to prevent transport damage; and

  • Promptly report defects or delivery issues via official customer service channels.

26. NO WAIVER OF CONSUMER RIGHTS

Nothing in this policy limits, waives, or overrides statutory rights under South African law (including ECTA and the CPA). In the event of a conflict between this Policy and mandatory legislative requirements, the applicable law takes precedence.

27. COMPLAINTS AND ESCALATION

For unresolved issues or complaints regarding returns, please contact customer management:

@Forever Home and Living

Operating entity: Member Marketplace Operating MMG (Reg: 2026/677651/07)

  • WhatsApp / Phone: 072 120 9623

  • Email: [Insert Customer Service Email]

  • Business Address: [Insert Physical Address]

We aim to resolve all escalations within a reasonable timeframe.

28. POLICY UPDATES

@Forever Home and Living reserves the right to update or modify this Policy periodically to adapt to regulatory changes, operational requirements, or logistical adjustments. The latest version published on our official platform applies to all subsequent purchases.