Refund and Returns Policy
Refund & Returns Policy
Last Updated: July 2026
At Qcartly, we source and deliver products directly from trusted international suppliers to customers in South Africa. Because our products are imported and shipped directly from supplier warehouses, our returns and refund process differs from that of traditional retailers.
Please read this policy carefully before making a purchase.
1. Return Eligibility
You may request a return within 7 days of receiving your order if:
- The product is unused and in its original condition.
- The product is returned with all original packaging, accessories, manuals, and labels.
- Proof of purchase or the order number is provided.
- The item is not listed as a non-returnable product.
All return requests must be approved by Qcartly before any item is shipped back.
2. Damaged, Defective, Incorrect or Missing Items
If your order arrives:
- Damaged,
- Defective,
- Incorrect,
- Incomplete, or
- Significantly different from its description,
please contact us within 48 hours of delivery.
To process your claim, we may require:
- Your order number,
- Photographs or videos showing the issue,
- Images of the packaging and shipping label.
Once verified, we may offer:
- A replacement,
- A partial refund,
- A full refund, or
- Store credit.
The appropriate remedy will depend on the nature of the issue and supplier verification.
3. Change-of-Mind Returns
If you no longer want an item after receiving it, you may request a return within 7 days of delivery.
Because products are imported and shipped directly from overseas suppliers, customers are responsible for:
- Return shipping costs,
- Any courier fees,
- Any customs or export charges associated with the return.
The item must be unused and in its original packaging.
Original shipping charges are non-refundable.
4. Non-Returnable Products
The following products cannot be returned unless they arrive damaged, defective, or incorrect:
- Personal care and hygiene products;
- Beauty products that have been opened or used;
- Intimate apparel;
- Customised or personalised products;
- Clearance, promotional, or final-sale items;
- Products damaged through misuse, negligence, or normal wear and tear;
- Gift cards, vouchers, and digital products.
5. Imported Products
Qcartly operates using a supplier-direct fulfilment model.
Certain returns may require products to be returned to:
- An overseas supplier warehouse; or
- A designated return facility nominated by Qcartly.
Customers must not send products back to the manufacturer or any address without written approval from Qcartly.
Returns sent without prior authorisation may not qualify for a refund.
6. Refund Processing
Once a return has been approved and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method used at checkout.
Refund processing generally takes between 5 and 15 business days, depending on your bank or payment provider.
Shipping fees, customs charges, taxes, and courier fees are non-refundable unless the return results from an error by Qcartly or one of our suppliers.
7. Order Cancellations
Orders may be cancelled before they have been processed by our supplier network.
Once an order has entered fulfilment or has been shipped, cancellation may no longer be possible.
If cancellation is approved after supplier processing has begun, an administration or supplier restocking fee may apply.
8. Delivery Delays
As products are sourced internationally, delivery estimates are provided in good faith but are not guaranteed.
Refunds will not be issued solely due to courier delays, customs inspections, weather disruptions, peak-season congestion, or circumstances beyond our control.
If a parcel is confirmed lost in transit, Qcartly will work with the shipping provider and supplier to arrange a replacement or refund where appropriate.
9. Consumer Rights
Nothing in this policy limits any rights available to consumers under applicable South African consumer protection legislation, including the Consumer Protection Act, 2008.
Where the Consumer Protection Act grants greater protection than this policy, the provisions of the Act shall apply.
10. Contact Us
For all refund, return, exchange, or order-related enquiries, please contact:
Qcartly Customer Support
Email: help@qcartly.com
Website: www.qcartly.com
Please include your order number and a detailed description of your request so that we can assist you as quickly as possible.
