Refund and Returns Policy

Last updated: 17 July 2026

We want you to be happy with your Humble Hopes purchase.

This policy explains how cancellations, returns, exchanges and refunds are handled. It does not limit any rights available under the Consumer Protection Act or other applicable South African law.

1. Please inspect your order

Please inspect your order as soon as possible after delivery.

The product is damaged.
The product is defective.
An item is missing.
You received the wrong product.
The parcel appears to have been tampered with.

Email hello@humblehopes.co.za and include:

Your order number.
A description of the problem.
Clear photographs where relevant.
Your preferred contact details.

2. Change-of-mind returns

Subject to this policy and applicable law, we may accept eligible change-of-mind returns where:

You contact us within 7 days after receiving the product.
The item is unused and unworn.
The item is in its original condition.
All tags, protective materials and packaging are included.
The item is suitable for resale.
Proof of purchase is supplied.

Please do not send a product back before receiving return instructions from us.

Unless required otherwise by law, return courier costs for a discretionary change-of-mind return are for the customer’s account.

Original delivery charges are generally not refundable for a discretionary return unless required by law.

3. Items excluded from change-of-mind returns

We do not ordinarily accept discretionary returns of:

Earrings or pierced jewellery that has been opened, worn or tried on.
Personalised, engraved or customised products.
Products made or sourced specifically for the customer.
Gift cards.
Products damaged through misuse, accident or improper care.
Products showing ordinary wear and tear.
Products returned without their original components or packaging.

These exclusions do not remove statutory rights relating to defective, unsafe, incorrectly supplied or misrepresented goods.

4. Defective or damaged products

If a product is defective, unsafe, damaged before delivery or not of the quality reasonably expected, please notify us as soon as possible.

Under section 56 of the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery without penalty and at the supplier’s risk and expense. Where the statutory requirements apply, the consumer may choose repair, replacement or refund.

A product may not qualify as defective where damage resulted from:

Accidental damage.
Misuse or abuse.
Failure to follow care instructions.
Exposure to water, chemicals, perfume or unsuitable conditions.
Unauthorised alterations or repairs.
Normal wear and tear.

We may reasonably inspect the item to determine the nature and cause of the problem.

5. Incorrect products or incomplete orders

Where we supplied the wrong product or omitted an item, contact us promptly.

Once confirmed, we will arrange an appropriate remedy, which may include:

Supplying the correct item.
Collecting the incorrect item.
Replacing the missing item.
Refunding the affected item.

Reasonable return delivery costs for an incorrectly supplied product will be carried by Humble Hopes.

6. Products damaged during delivery

Please photograph:

The outer courier packaging.
The shipping label.
Any visible damage.
The damaged product.
The internal packaging.

Retain all packaging until the matter has been resolved, as the courier may require it for investigation.

7. Return procedure

To request a return:

Email hello@humblehopes.co.za.
Include your order number and reason for return.
Attach photographs where applicable.
Wait for return instructions and the approved return address.
Package the product securely.
Send the parcel using a trackable service if you are responsible for return delivery.

Humble Hopes is not responsible for discretionary returns lost in transit before reaching us.

8. Condition of returned products

Returned products must be packaged safely.

Where legally permitted, a refund may be reduced by a reasonable amount where:

The product has been used beyond what was reasonably necessary to inspect it.
Parts or packaging are missing.
The product requires restoration before it can be resold.
The value of the product has been reduced through the customer’s handling.

The Consumer Protection Act permits reasonable charges in certain return circumstances depending on the condition, use and packaging of returned goods.

9. Exchanges

Approved exchanges are subject to stock availability.

If the replacement product:

Costs more, the customer must pay the difference.
Costs less, the difference may be refunded or credited.
Is unavailable, we may offer a refund or another product.

Additional courier fees may apply to discretionary exchanges.

10. Refunds

Approved refunds will ordinarily be made to the original payment method.

Processing periods may vary depending on the bank or payment provider.

We aim to process an approved refund within 7 to 10 business days after the returned item has been received and assessed.

Bank and payment-provider processing times are outside our direct control.

11. Promotional and bundled products

If a product formed part of a bundle, promotional offer or free-gift promotion, all relevant components may need to be returned.

Where only part of a promotional order is returned, the refund may be recalculated based on the terms of the promotion.

12. Sale products

Sale products are not automatically excluded from statutory consumer protections.

Discretionary change-of-mind returns on sale items may be limited where clearly disclosed before purchase, but defective or incorrectly supplied products remain subject to applicable law.

13. Order cancellations

If the order has not yet been packed or dispatched, we will try to cancel it.

If it has already been dispatched, the return provisions in this policy will apply.

Personalised or specially ordered products may not be cancellable once work or procurement has begun, except where required by law.

14. Gifts

Refunds are generally issued to the original purchaser and original payment method.

A gift recipient may request an exchange or store credit where approved, subject to proof of purchase and the conditions of this policy.

15. Contact us

For cancellations, returns, refunds or exchanges:

Email: hello@humblehopes.co.za
Return address: Supplied after return approval

Do not send returns to an address shown on a courier parcel without first receiving confirmation from us.