Refund policy

RETURN AND REFUND POLICY

Last updated: 18 May 2026

Thank you for shopping with Ubuntu Store. We want every customer to feel confident when placing an order with us. This Return and Refund Policy explains how returns, refunds, exchanges, cancellations, defective products, damaged items and order issues are handled.

This policy applies to purchases made from Ubuntu Store for delivery within South Africa.

1. OUR RETURN WINDOW

You may request a return within 14 calendar days after receiving your order, provided that the item is eligible for return and meets the conditions listed below.

To qualify for a return, the item must be:

- Unused, unworn and in its original condition
- In its original packaging, where applicable
- Complete with all accessories, manuals, tags, labels and free gifts
- Accompanied by proof of purchase, such as your order number or order confirmation
- Returned within the approved return period

We reserve the right to refuse returns that do not meet these conditions.

2. CHANGE-OF-MIND RETURNS

If you changed your mind about a product, ordered the wrong item, selected the wrong size, or no longer want the product, you may request a return within 14 calendar days of delivery.

For change-of-mind returns:

- The item must be unused and in resellable condition
- The customer may be responsible for return shipping costs
- Original shipping fees are non-refundable, unless the return is due to our error
- A refund will only be processed after the returned item has been inspected and approved

3. DEFECTIVE, DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, defective, incomplete or different from what you ordered, please contact us within 7 calendar days of receiving the order.

Please include:

- Your order number
- A clear description of the issue
- Photos or videos showing the defect, damage or incorrect item
- Photos of the packaging, where relevant

If the item is confirmed to be defective, damaged or incorrect, Ubuntu Store may offer one of the following solutions:

- Replacement of the item
- Repair, where appropriate
- Store credit
- Refund to the original payment method
- Collection or return shipping at our cost, where applicable

4. ITEMS THAT CANNOT BE RETURNED

For hygiene, safety and quality reasons, certain products cannot be returned unless they are defective, damaged or incorrect.

Non-returnable items may include:

- Personal care products
- Beauty and grooming products that have been opened
- Underwear, swimwear and intimate apparel
- Earrings and body jewellery
- Health and wellness items
- Food, beverages and perishable goods
- Custom, personalised or made-to-order products
- Digital products, downloadable content or gift cards
- Products marked as final sale or clearance
- Items damaged due to misuse, negligence or normal wear and tear

If you are unsure whether your item is eligible for return, please contact us before sending it back.

5. HOW TO REQUEST A RETURN

To request a return, contact our customer support team with the following details:

Customer Support:
support [at] ubuntustore [dot] co [dot] za

Please include:

- Full name
- Order number
- Product name
- Reason for return
- Photos or videos, if the item is damaged, defective or incorrect

Our team will review your request and provide return instructions if your return is approved.

Please do not send items back without receiving return approval from Ubuntu Store. Unapproved returns may not be accepted or refunded.

6. RETURN SHIPPING

For approved change-of-mind returns, the customer is responsible for the cost and risk of return shipping unless otherwise stated.

For defective, damaged or incorrect products, Ubuntu Store may cover reasonable return shipping costs or arrange collection, depending on the circumstances.

We recommend using a trackable courier service when returning items. Ubuntu Store is not responsible for returned items that are lost, damaged or delayed in transit.

7. INSPECTION OF RETURNED ITEMS

Once we receive your returned item, it will be inspected by our team.

The inspection process may take up to 5 business days after the item is received.

If the return is approved, we will process your refund, exchange or store credit. If the return is rejected, we will notify you and explain the reason. In some cases, the item may be returned to you at your cost.

8. REFUNDS

Approved refunds will be processed to the original payment method used at checkout.

Refund processing times may vary depending on your bank, card provider or payment service provider. In most cases, refunds may take 5 to 10 business days after approval to reflect in your account.

Ubuntu Store is not responsible for delays caused by banks, payment gateways or financial institutions.

9. PARTIAL REFUNDS

A partial refund may be granted in certain situations, including but not limited to:

- Items returned with missing accessories or packaging
- Items with signs of handling beyond what is necessary to inspect the product
- Bundled items where only part of the bundle is returned
- Orders where discount codes, vouchers or promotions were applied

10. EXCHANGES

We may offer exchanges depending on stock availability.

If you would like a different size, colour or variation, please contact us. If the requested item is unavailable, we may offer a refund or store credit.

11. ORDER CANCELLATIONS

You may request to cancel an order before it has been processed, packed or shipped.

Once an order has been dispatched, it cannot be cancelled. You may still request a return after delivery, subject to this policy.

If an order is cancelled successfully before dispatch, a refund will be processed to your original payment method.

12. LATE OR MISSING REFUNDS

If your refund has been approved but has not appeared in your account, please first check with your bank, card provider or payment service provider.

If you have done this and still have not received your refund after 10 business days, please contact us with your order number and refund confirmation details.

13. PROMOTIONAL ITEMS AND FREE GIFTS

If your order included a free gift, promotional product or bundle discount, the free item may need to be returned together with the main product.

If the free gift is not returned, its value may be deducted from your refund.

14. ABUSE OF RETURN POLICY

Ubuntu Store reserves the right to refuse returns, refunds or future orders where we reasonably suspect abuse of this policy, fraud, repeated excessive returns, or dishonest claims.

15. YOUR CONSUMER RIGHTS

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection laws.

16. CONTACT US

For return and refund questions, contact:

Ubuntu Store Customer Care
Email: support [at] ubuntustore [dot] co [dot] za
Phone: +27 21 555 0187
Business hours: Monday to Friday, 09:00 to 17:00 SAST