Refund policy
Refund and Returns Policy
Eya Home Living (Pty) Ltd (Registration number 2026/130603/07)
Last updated: 14 August 2026
We want you to love what you have bought. This policy explains when you can return something, who pays for the return, and how long a refund takes. It also sets out the rights you have under South African law, which we do not limit.
In short
| Situation | Time to tell us | Who pays return delivery | Outcome |
|---|---|---|---|
| Damaged, defective or incorrect item | As soon as possible, and up to 3 months for a defect | We do | Repair, replacement or credit, your choice |
| Changed your mind (Excluding Baskets and Shields) | 14 days from delivery | You do | Refund of the product price |
| Item made or finished to your specification | Not returnable for a change of mind | n/a | See below |
| Gift cards | Not returnable | n/a | Valid for 3 years |
1. Damaged, defective or incorrect items
If your order arrives damaged, is defective, or is not what you ordered, email us at info@eya.co.za with your order number and photographs of the item and its packaging.
We will arrange and pay for collection. You may choose whether you would like the item repaired, replaced or refunded.
This right lasts for three months from delivery in respect of goods that are defective, unsafe or not fit for their ordinary purpose, in terms of sections 55 and 56 of the Consumer Protection Act 68 of 2008. It applies to every item we sell, including made to order and sale items.
Please note that natural variation in handmade goods is not a defect. Small differences in size, colour, weave, grain and finish are a characteristic of artisan work.
2. Changing your mind
You may return most items within 14 days of delivery for a refund of the product price, provided the item is:
- unused and in the same condition in which you received it,
- in its original packaging, and
- accompanied by your order number or proof of purchase.
You are responsible for the cost and risk of returning the item to us. We recommend using a tracked courier service. We cannot refund an item that does not reach us.
Original delivery charges are not refunded on a change of mind return.
To start a return, email info@eya.co.za before sending anything back. We will confirm the return and give you the return reference. Items sent back without an agreed return will not be accepted.
Return address: Eya Home Living, 357 Summit Road, The Crescent, Morningside, Sandton, Johannesburg, Gauteng, 2196
Your statutory cooling-off right
Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives you the right to cancel an online purchase, without reason and without penalty, within 7 days of receiving the goods. You are responsible for the direct cost of returning the goods. We will refund you within 30 days of cancellation.
Our 14 day window above is more generous than this and applies in addition to it.
Section 42(2)(a) of that Act provides that the cooling-off right does not apply to goods made to your specification or clearly personalised. See section 3 below.
3. Items made or finished to your specification
Many of our pieces are made or finished to order by artisans, in a colour, size, paint finish or configuration that you choose at the time of ordering. Once we have placed that instruction with the artisan, the piece cannot be resold.
For that reason, the following are not returnable for a change of mind where they have been made, painted or finished to your specification or otherwise personalised at your request:
- African Beaded Shields
- Painted baskets, including Tonga, Buhera, Garlic and Porcupine baskets, and any other custom painted design
- Painted or stained furniture
- Any other item ordered in a custom size, colour, finish or configuration
If an item is excluded on this basis, we will tell you at the time you place the order and it will be marked on the product page.
This exclusion does not apply if the item is damaged, defective or incorrect. Your rights in section 1 above apply to these items in full.
If you are unsure whether an item is made to order, please ask us before you buy. We would far rather answer a question first than disappoint you afterwards.
4. Gift cards
Gift cards are not returnable or refundable. In terms of section 63 of the Consumer Protection Act, a gift card remains valid for three years from the date of issue.
5. Exchanges
The quickest way to exchange an item is to return it under section 1 or section 2 above and place a new order for the item you want. Where the return is because the item was damaged, defective or incorrect, we will arrange the exchange and cover the delivery both ways.
6. Refunds
Once we receive and inspect your return, we will let you know whether it has been approved.
Approved refunds are paid back to your original payment method within 10 business days of approval. Your bank or card issuer may take a few additional days to reflect the payment.
If more than 15 business days have passed since we told you your refund was approved and you have not received it, please contact us at info@eya.co.za.
Where you cancel under the statutory cooling-off right, we will refund you within 30 days of cancellation, as required by law.
7. Cancelling an order before delivery
You may cancel an order at any time before it has been despatched, and we will refund you in full.
If you cancel a made to order item after we have placed the instruction with the artisan, we may retain a reasonable cancellation charge to cover work already done, as contemplated in section 17 of the Consumer Protection Act.
8. Your rights are not limited by this policy
Nothing in this policy limits, and this policy must not be read as limiting, any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where anything in this policy conflicts with those Acts, those Acts apply.
If you are not satisfied with how we have handled a return, you may refer the matter to the Consumer Goods and Services Ombud or the National Consumer Commission.
Contact
Email info@eya.co.za or WhatsApp or call +27 83 602 4956.