Return & Refund Policy

Last updated: 21 August 2026

At HaloNook, we want you to be happy with your purchase. If you have received an incorrect, damaged, defective, or otherwise qualifying product, please contact us so that we can assist you with a return, replacement, or refund.

This Return & Refund Policy applies to purchases made through HaloNook.co.za and is intended to operate in accordance with applicable South African consumer-protection laws, including the Consumer Protection Act 68 of 2008.

1. Returns

If you would like to return an item, please contact us as soon as possible after receiving your order.

For a change-of-mind return, the product should generally be:

• Unused and in its original condition.

• In its original packaging, where applicable.

• Complete with all accessories, parts, manuals, labels, and other items supplied with the product.

• Not damaged, altered, or used beyond what is reasonably necessary to inspect the product.

Certain products may not be eligible for a change-of-mind return where applicable, including products that are personalised, made to a customer's specifications, or products that cannot reasonably be returned for health, hygiene, or other legal reasons once opened.

Nothing in this policy limits any rights you may have under South African consumer-protection law.

2. Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive an item that is different from what you ordered, please contact us as soon as possible.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs or video showing the product and, where relevant, the packaging.

We will assess the issue and, where appropriate, arrange a replacement, repair, or refund in accordance with applicable law.

If the product was damaged before or during delivery, or the incorrect product was supplied, HaloNook will work with you to resolve the issue.

3. Defective Products

Products that are defective or fail to meet the applicable requirements of the Consumer Protection Act may qualify for a repair, replacement, or refund, subject to the rights and remedies provided by law.

South African consumer law provides protections for defective or unsuitable goods, including an implied warranty period in certain circumstances.

A product will not ordinarily be considered defective where the problem resulted from misuse, negligence, accidental damage, unauthorised alterations, or use contrary to the product's instructions.

4. Change-of-Mind Returns

If you simply change your mind about a purchase, a return may be accepted at HaloNook's discretion where the product is unused, undamaged, complete, and in its original condition.

Unless otherwise required by law or expressly stated by HaloNook, the customer may be responsible for the cost of returning an unwanted product.

A change-of-mind return does not affect any statutory rights you may have in respect of defective, unsafe, incorrectly supplied, or otherwise non-conforming goods.

5. Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

Where a refund is approved, the applicable amount will be refunded using the original payment method where reasonably possible.

The time it takes for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other payment service.

Where a refund is required by applicable law, HaloNook will process the refund within the timeframe required by law.

6. Return Shipping Costs

Where a return is required because:

• The wrong product was sent;

• The product arrived damaged;

• The product is defective; or

• The return is otherwise covered by a statutory consumer right,

HaloNook will handle return shipping in accordance with the applicable circumstances and legal requirements.

For voluntary change-of-mind returns, the customer may be responsible for the return shipping cost unless otherwise agreed by HaloNook.

7. Exchanges

Where an eligible product qualifies for an exchange, we will make reasonable efforts to provide a replacement product of the same type, subject to availability.

If the replacement product is unavailable, you may be offered a refund or another appropriate remedy in accordance with applicable law.

8. Sale and Promotional Items

Sale or promotional products may still qualify for returns, refunds, replacements, or other remedies where required by South African consumer-protection law.

A discount or promotional price does not remove a customer's statutory rights.

9. Products That Cannot Be Returned

Certain products may not be eligible for return where permitted by law, including:

• Personalised or customised products.

• Products made specifically to a customer's specifications.

• Products that cannot be returned for health or hygiene reasons after being opened.

• Products that have been used, damaged, altered, or modified by the customer.

• Any other products that are excluded from return under applicable law.

Where a product has a specific return restriction, the restriction will be communicated on the relevant product page where appropriate.

10. How to Request a Return

To request a return, please contact HaloNook through the contact details provided on HaloNook.co.za.

Please include:

Order number:
Full name:
Email address used for the order:
Product you wish to return:
Reason for the return:
Photographs/video, where relevant:

Please do not send a product back without first contacting us and receiving return instructions.

11. Inspection of Returned Products

Returned products may be inspected to determine the condition of the product and the reason for the return.

Where a return is made under a statutory consumer right, HaloNook will assess the product fairly and provide the remedy required by applicable law.

12. Unsuccessful Return Requests

If a product does not qualify for a voluntary return and no statutory right to return applies, we may decline the return.

If a returned product is found not to qualify for the requested return, we may contact you regarding the available options, including arranging for the product to be returned to you.

Nothing in this section limits any rights available to you under applicable consumer-protection legislation.

13. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch where possible.

Certain statutory cancellation and cooling-off rights may also apply depending on how the transaction was concluded. South African consumer law provides specific cancellation rights in certain circumstances, including direct-marketing transactions.

14. Contact Us

For all return and refund enquiries, please contact:

HaloNook
Website: HaloNook.co.za
Email: [INSERT YOUR CUSTOMER SERVICE EMAIL]

Please include your order number in your message so that we can assist you more quickly.

15. Your Statutory Rights

This policy is not intended to exclude, restrict, or waive any rights that consumers have under applicable South African law.

Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

HaloNook reserves the right to update this Return & Refund Policy from time to time. The latest version published on HaloNook.co.za will apply to purchases made after the policy's effective date.