1. General Exchange Policy
- •7-Day Window: Items purchased from us can be returned or exchanged within 7 business days from the date of delivery.
- •Condition of Items: To qualify for an exchange, the product packaging must remain completely sealed, unopened, and undamaged.
- •Size Exchanges Only: We only offer exchanges for a different size if you change your mind. We do not offer cash or monetary refunds for change-of-mind exchanges.
2. Transit Damage & Optional Insurance
- •Courier Liability: Please note that Gordy Care Essentials is not liable for items damaged in transit by the courier company.
- •Optional Insurance: We can offer optional shipping insurance to safeguard your package. Protecting your order with insurance is the client’s sole responsibility. Please contact us before your order ships if you wish to add insurance to your delivery.
3. Faulty or Incorrect Items
- •Our Commitment: If you receive a manufacturing fault, an incorrect item, or a package delivered in error by us, we will take full responsibility.
- •How to Report: Contact us within 7 business days of delivery with clear photos of the item and your original invoice.
- •Resolution: Once verified and approved, we will cover all courier costs to replace the item or issue a full refund, fully honouring your statutory rights under the South African Consumer Protection Act (CPA).
4. Step-by-Step Return Process
- •Submit Your Request: Email info@gordycareessentials.co.za within 7 business days of delivery. Include your order number, proof of purchase, the size you need, and clear photos showing the pack is sealed and pristine.
- •Review & Form Approval: Our team will review your photos via email. Once approved, we will send you a formal Return/Exchange Form.
- •Courier & Shipping Costs: The customer is responsible for the courier costs of shipping the original item back and delivering the replacement size. We will coordinate the courier collection and delivery for you—there is no hidden handling fee, you only cover the direct courier charge.
- •Final Inspection & Processing: Once the courier delivers the item back to us, we inspect it to ensure it is in a resellable condition. Approved exchanges are processed within 7 working days.
Please Note
If the package arrives at our facility opened, torn, or damaged, we cannot accept the return, and the item will remain the property of the customer.
Customer Support Contact Details
If you have any questions or need help selecting the perfect size for your baby, reach out to us:
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