Effective date: 23 September 2026

Spruit Baby | South Africa

We want returns to be clear and fair. This policy applies to purchases made from the Spruit Baby website and must be read together with our Terms and Conditions. It does not limit any rights that cannot lawfully be limited under South African consumer law.

1. Contact us before returning an item

Please contact us at info@spruitbaby.co.za or 082 282 8758 before sending a return. Include your order number, the product concerned, the reason for the return and, for damaged or defective items, clear photographs where reasonably possible.

2. Change-of-mind returns and ECTA cooling-off rights

For qualifying electronic transactions, section 44 of ECTA gives a consumer the right to cancel a transaction for goods without reason and without penalty within seven days after receiving the goods. Where this statutory cooling-off right applies, the customer may be responsible only for the direct cost of returning the goods, and any payment already made must be refunded within the period required by ECTA.

ECTA contains exceptions to the cooling-off right, including certain goods made to the consumer’s specifications or clearly personalised, goods that by their nature cannot be returned, and goods likely to deteriorate or expire rapidly. Any exception will be applied only where it lawfully applies.

3. Voluntary returns outside a statutory right

Where no statutory right to return applies, Spruit Baby may, at its discretion, accept an unused change-of-mind return if the item is returned in a saleable condition, with original packaging, tags, seals, accessories and instructions intact. Please contact us promptly so that we can confirm whether the item qualifies and provide return instructions.

4. Hygiene-sensitive and sealed products

Certain baby and personal-care products may raise hygiene or safety concerns once opened, used or unsealed. Examples may include feeding products, pacifiers/soothers, teethers, breast-feeding accessories, personal-care items and similar products. A change-of-mind return may be declined after a hygiene or safety seal has been broken where the law permits this. This does not remove a customer’s rights in relation to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

 

5. Defective, unsafe or poor-quality goods

Sections 55 and 56 of the CPA provide statutory quality protections. Where goods fail to meet the standards required by the CPA, the consumer may, within six months after delivery and subject to the Act, return the goods without penalty and at the supplier’s risk and expense. The consumer may direct the supplier to repair or replace the goods, or refund the price paid.

If a product is repaired and, within three months after that repair, the defect or unsafe feature is not remedied or a further defect or unsafe feature appears, the remedies provided by section 56(3) of the CPA will apply.

6. Incorrect items or delivery damage

If you receive an item you did not order, an incomplete order, or an item that appears to have been damaged in transit, please notify us as soon as reasonably possible. Keep the packaging and take photographs where possible. We will investigate and arrange the appropriate collection, replacement or refund in accordance with applicable law.

7. Third-party brand warranties

Spruit Baby sells products from third-party brands. Some products may include a manufacturer, importer or distributor warranty. We may request information reasonably required to assess a warranty claim and may liaise with the relevant brand or distributor. Any manufacturer warranty is additional to, and does not replace, statutory rights against Spruit Baby as retailer where those rights apply.

8. Items that generally cannot be returned for change of mind

·       Personalised or custom-made products, where the applicable statutory exception applies.

·       Products that are likely to deteriorate or expire rapidly, where the applicable statutory exception applies.

·       Opened or used hygiene-sensitive products where return would create a hygiene or safety risk and the law permits refusal.

·       Gift cards or vouchers where applicable and where return is not required by law.

·       Products damaged through misuse, neglect, improper storage, failure to follow instructions, normal wear and tear, or unauthorised alteration.

These exclusions do not apply where the CPA, ECTA or another law gives the customer a non-excludable right to return the product.

9. Condition of returned goods

For a voluntary change-of-mind return, the product should be unused and in its original saleable condition. For a statutory defect or safety claim, original packaging is not a condition that overrides the consumer’s legal rights, although customers should return any packaging and accessories still available where reasonably possible.

10. Return shipping costs

Where a return is made solely under the ECTA seven-day cooling-off right, the customer may be charged the direct cost of returning the goods as permitted by ECTA. Where goods are defective, unsafe or otherwise fail to meet the CPA requirements and section 56 applies, the return is at the supplier’s risk and expense. For discretionary change-of-mind returns outside a statutory right, the customer will ordinarily be responsible for return delivery costs unless we agree otherwise.

11. Refund method and timing

Approved refunds will ordinarily be made to the original payment method where reasonably possible. Statutory refunds will be processed within the period required by applicable law. ECTA provides that, where its section 44 cooling-off right is exercised after payment, the refund must be made within 30 days of cancellation.

Banks and payment providers may take additional time to reflect a processed refund. We cannot control processing times within the customer’s bank or payment provider.

12. Exchanges

Where an exchange is requested and legally or voluntarily accepted, it is subject to stock availability. If the replacement item is unavailable, we will discuss an alternative remedy, which may include a refund where required or agreed.

13. Sale and promotional items

Sale or promotional pricing does not remove statutory rights. A product purchased on sale may still qualify for a remedy if it is defective, unsafe or otherwise fails to meet the standards required by law. Where a product was expressly sold in a disclosed condition and the customer knowingly accepted that condition, the CPA may treat that circumstance differently.

14. How to request a return

1.         Email info@spruitbaby.co.za or call 082 282 8758.

2.         Provide your order number and contact details.

3.         Identify the product and explain the reason for the return.

4.         For damage or defects, provide photographs or other reasonable supporting information if available.

5.         Wait for return instructions before sending the parcel.

6.         Package the item securely and include all available accessories and components.