Refund and Returns Policy

Return and Refund Policy for Tymu

Last updated: 31 October 2025
Effective for purchases made at: https://tymutallow.co.za/

Overview
This Return and Refund Policy explains Tymu’s approach to returns, exchanges, refunds, cancellations, and defective items. It applies to purchases made through our website and any authorised Tymu sales channels unless a specific product page or promotion states otherwise. Replace bracketed placeholders with your business details and have the final version reviewed by a South African attorney.

Consumer rights and applicable law
Your statutory consumer rights under applicable South African law (including the Consumer Protection Act and other mandatory local laws) are not limited by this policy. If local mandatory laws grant you greater rights than those set out below, those laws will apply.

Eligibility: If you are a consumer, you may return non‑perishable, unused, and unaltered items in their original packaging within 7 calendar days from the date of delivery for a full refund, exchange, or store credit, subject to paragraph 6 (exclusions).
Condition: Items must be returned with all packaging, tags, manuals, and any free gifts or promotional items included with the original order.
Return shipping: Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise stated at checkout or in a promotion.

Report time frame: Report damaged, defective, or incorrect items to us within 14 calendar days of delivery. Provide order number, photos of the issue, and a brief description.
Remedies: For qualifying claims we will (at our option): repair the item, replace the item, issue a full refund, or provide store credit. We will cover reasonable return shipping costs for confirmed faulty or incorrect items.
Investigation: We may ask for the item to be returned for inspection. If an inspection determines the item is not faulty, we may return it to you and you may be charged for return shipping unless otherwise agreed.

How to request a return or refund
Contact our Customer Support team at: [insert contact email and/or returns portal URL].
Include your order number, name, reason for return, and supporting photos where relevant.
We will respond within 3 business days with instructions and, if approved, a return authorisation (RA) and the return address.
Pack the item securely and include your RA number. We recommend using a tracked shipping method. We are not responsible for items lost in transit during return shipping if you chose the carrier.

Non-returnable and restricted items
The following items are not eligible for change-of-mind returns unless faulty:

Perishable goods (food, fresh or handmade products with limited shelf life).
Personal care products once unsealed (for hygiene and safety).
Customized, personalised, or bespoke items made to order.
Clearance, final sale, or heavily discounted items where the product page clearly states “final sale.”
Gift cards and downloadable digital products after delivery.

If you want an exchange for a different size, colour, or product, follow the standard return process and place a new order for the desired item.
If the exchange is due to a fault or error on our part, we will assist with a replacement and cover return shipping where applicable.

Timing: Refunds will be processed within 7 business days of receiving and inspecting the returned item or upon confirmation of a valid fault claim.
Method: Refunds are issued using the original payment method. If that is not possible, we will offer an alternative such as store credit.
Amount: Refunds will include the item price and any duties/taxes we charged. We do not reimburse original outbound shipping charges for change-of-mind returns unless required by law. If you received free shipping as part of the original order and part of the order is returned, we may deduct any promotional shipping discount proportionally where permitted by law.
Bank/processor timing: The time it takes to appear in your account depends on your bank or payment provider.

Orders placed but not yet shipped may be cancelled on request. Contact Customer Support immediately with your order number.
If your order has already been shipped, follow the returns process above. Any refunds will be processed in accordance with section 8.

International customers are responsible for any import duties, taxes, or customs clearance fees unless otherwise stated.
Returns from outside South Africa may be refused or incur additional fees; contact us for a return authorisation before shipping anything back from another country.

Proof of purchase
We require a valid proof of purchase (order number, email confirmation, or receipt) for all returns and refunds.

Dispute resolution and escalation
If you are not satisfied with the outcome of your return or refund request, please escalate by emailing Info@tymutallow.co.za. We will attempt to resolve your complaint promptly. For unresolved disputes, you may have the right to pursue remedies under local consumer protection legislation or alternative dispute resolution procedures.

Contact details
Tymu Returns and Customer Support
Email: Info@tymutallow.co.za
Address for returns: 120 Koranna Avenue, Doringkloof, Centurion, 0157
Phone: 084 917 2223

Changes to this policy
We may update this policy from time to time. The “Last updated” date at the top will indicate when the policy was last revised. Continued use of the website after changes constitutes acceptance of the updated policy to the extent permitted by law.

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