BOSTELL RETURN, CANCELLATION AND REFUND POLICY

At BOSTELL, we want you to receive the correct products in good condition. This policy explains how to request a cancellation, return, exchange or refund.

Nothing in this policy limits rights or remedies available under applicable South African consumer law.

Cancelling an order before dispatch

To request cancellation, contact bostellstore@yahoo.com or 072 512 0354 as soon as possible and provide your order number.

If your order has not been dispatched, we will cancel it and refund your payment.

If your order has already been dispatched, we will explain the applicable return process. Dispatch does not remove your statutory cancellation or return rights.

Seven-day cooling-off period for qualifying online purchases

For qualifying online purchases, you may cancel without giving a reason and without penalty within seven days after receiving the goods, subject to the exceptions in the Electronic Communications and Transactions Act.

Notify us within this period and we will provide return instructions.

Where this right applies, you are responsible only for the direct cost of returning the goods. Your payment will be refunded within 30 days of cancellation.

Please handle goods carefully and include their packaging and accessories where available. We will assess any condition-related issue in accordance with applicable law.

Damaged, defective or incorrect goods

Please inspect your order when it arrives and report any damage, defect or incorrect item promptly. Include your order number, a description of the problem and photographs where helpful.

Reporting a problem more than three days after delivery does not automatically remove your statutory rights.

Where the Consumer Protection Act applies, goods that fail to meet its quality requirements may be returned within six months of delivery, without penalty and at our risk and expense. Subject to the Act, you may choose a repair, replacement or refund.

Original packaging and unused condition are not prerequisites for a valid defective-goods claim. Problems caused by misuse, ordinary wear or unauthorised alterations will be assessed in accordance with applicable law.

If we supplied the wrong item, size or variant, we will arrange correction and cover the necessary return and replacement delivery costs.

Hygiene-sensitive and customised products

Opened or used skincare, cosmetics, wigs and other hygiene-sensitive products may be excluded from voluntary change-of-mind returns where permitted by law.

Certain goods, including products made to a customer’s specifications or clearly personalised, may fall within statutory cooling-off exceptions.

These restrictions do not remove rights relating to defective, unsafe, incorrect or misdescribed goods. We will not refuse a legally required remedy solely because a product was opened or used.

Other exchanges and change-of-mind requests

Outside applicable statutory rights, we do not offer an automatic entitlement to change-of-mind returns or exchanges.

You may contact us to request a voluntary exchange. If we agree, we will explain the eligibility conditions, availability and any delivery costs before you proceed.

Conditions for a voluntary exchange do not apply to statutory defective-goods claims.

How to arrange a return

Contact us with:

• Your order number or other proof of purchase.

• The item you wish to return.

• The reason for the return.

• Your preferred remedy, where applicable.

• Photographs where helpful.

We will provide the appropriate return address and instructions. Different products may have different return destinations, so please contact us before sending goods back.

Our business address is not automatically the return destination for every product. This request does not limit your legal rights.

Return delivery costs

For qualifying cooling-off returns, the customer pays only the direct cost of returning the goods.

For valid defective-goods claims under the Consumer Protection Act, returns are at BOSTELL’s risk and expense.

Where BOSTELL supplied an incorrect item, we cover the necessary return and replacement delivery costs.

For voluntary exchanges, any agreed delivery charges will be explained in advance.

Refund method and timing

Refunds will ordinarily be issued through the original payment method.

For qualifying cooling-off cancellations, payment will be refunded within 30 days of cancellation.

For other agreed refunds, we aim to initiate payment within 10 business days after confirming your refund entitlement and receiving returned goods where required. We will not exceed any applicable legal deadline.

Your bank or payment provider may take additional time to reflect the funds. Contact us if a refund has not appeared within the timeframe communicated to you.

We will not require you to accept store credit instead of a monetary refund where you are legally entitled to a refund.

Orders cancelled by BOSTELL

If we cannot fulfil your order, we will contact you. You may agree to an alternative or receive a refund for the unavailable goods.

If we cancel the entire order, we will refund the payment, including the delivery charge. For partial cancellations, we will also refund any delivery charge that no longer applies.

Contact details

Company name: Bostell

Trading name: BOSTELL

Company registration number: 2026/740388/07

Business address: 1820 Moloto Street, Tshongweni Section, Katlehong, 1431, South Africa

Email: bostellstore@yahoo.com

Telephone: 072 512 0354

Website: bostell.co.za