Refund & Returns Policy

At Fancy Pancy, your satisfaction matters to us. We take pride in providing a reliable and enjoyable shopping experience, and we want you to feel confident with every purchase.

We understand that sometimes a purchase may not meet your expectations. Our Refund & Returns Policy is designed to make the process as simple, transparent, and convenient as possible while protecting the interests of our customers.

1. Returns & Exchanges

We accept eligible returns within 14 days of delivery, subject to the conditions outlined below.

To qualify for a return:

The item must be unused, unworn, and in its original condition.
The item must be returned with its original packaging, labels, tags, and accessories, where applicable.
Proof of purchase, such as an order number or receipt, must be provided.
The item must not fall under our non-returnable product categories, unless it is defective or otherwise qualifies for a return under applicable law.

We reserve the right to inspect returned items before approving a refund or exchange.

2. Damaged, Defective or Incorrect Items

We carefully prepare orders to ensure that customers receive their purchases in good condition.

If you receive an item that is damaged, defective, or different from what you ordered, please contact our customer support team as soon as reasonably possible.

When contacting us, please provide:

Your order number.
A brief description of the issue.
Clear photographs of the item, where possible.

Once the issue has been assessed, we will arrange an appropriate resolution, which may include a replacement, repair, or refund in accordance with the Consumer Protection Act.

Where an item qualifies for a statutory remedy due to a defect, the applicable consumer rights will be respected.

3. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, refunds will generally be processed within 5–10 business days to the original payment method, where possible.

Please note:

The time taken for funds to reflect may depend on your bank or payment provider.
Original delivery fees may be non-refundable for discretionary returns, except where required by law.
Refunds for defective or incorrectly supplied items will be handled in accordance with applicable consumer protection legislation.

4. Non-Returnable Items

For hygiene, safety, and product integrity reasons, certain items may not qualify for discretionary returns, including:

Personal care and hygiene products that have been opened or used.
Items that have been personalised or custom-made.
Products damaged through misuse, negligence, or improper handling.
Items that cannot reasonably be resold for hygiene or safety reasons.

These exclusions do not limit your statutory rights regarding defective, unsafe, or incorrectly supplied goods.

5. Change of Mind & Order Cancellations

We understand that you may occasionally change your mind after placing an order.

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation and a full refund.

If your order has already been dispatched, you may need to follow our returns procedure, subject to the applicable return conditions.

For purchases covered by the Electronic Communications and Transactions Act, customers may have a statutory 7-day cooling-off period after receiving the goods, subject to the exclusions provided by law.

6. Return Shipping Costs

Return shipping arrangements depend on the reason for the return.

Change-of-mind returns: Customers may be responsible for return delivery costs, unless otherwise required by law.
Damaged, defective, or incorrect items: Fancy Pancy will cover reasonable return shipping costs where legally required.
Exchanges: Additional delivery charges may apply depending on the circumstances.

We recommend contacting our support team before returning any item to ensure the correct procedure is followed.

7. How to Request a Return

To initiate a return, please contact our customer support team through the contact details provided on our website.

Include your order number, the item you wish to return, and the reason for your request.

Our team will review your request and provide instructions on the next steps.

Please do not send items back without first contacting us, unless you are exercising a legal right that permits you to do so.

8. Consumer Protection & Your Rights

Fancy Pancy is committed to fair and transparent business practices in accordance with South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.

Nothing in this policy is intended to exclude, restrict, or override any rights or remedies available to consumers under South African law.

9. Policy Updates

Fancy Pancy reserves the right to update or amend this policy from time to time to reflect operational changes, improvements to our services, or applicable legal requirements.

Any updates will be published on our website, together with the revised effective date.