Returns & Refund Policy
How to Log a Return
To log a return:
- Go to your account profile.
- Select the relevant order.
- Click “Log a Return”.
- You will be prompted to select the item(s) you wish to return and provide the reason for the return.
- Follow the prompts to submit your return request.
All returns are subject to a quality inspection before approval.
Return Shipping & Fees
Unless your item is defective, damaged, or incorrect, return shipping costs are the customer's responsibility.
Alternative:
You may return items directly to our warehouse once your return has been approved to avoid collection fees.
Restocking Fee:
A 5% handling fee applies to change-of-mind returns. This fee is waived for defective, damaged, or incorrect items.
Damaged or Faulty Items
If your item arrives damaged, defective, incorrect, or not as described, please log a return through your account as soon as possible after delivery and select the relevant reason.
Please also email us at hello@chenshia.co.za with your order number, reason for the return, and images of the item.
Once the issue has been confirmed:
- We will arrange collection at no cost.
- You will receive a replacement or full refund, as applicable.
Non-Returnable Items
For hygiene and product integrity reasons, the following items cannot be returned unless defective:
- Cosmetics, perfumes, and opened beauty products
- Underwear, swimwear, socks, and earrings
- Unsealed bedding, nursing items, and personal protective equipment (PPE)
- Food, beverages, and consumables
- Digital products, including vouchers and downloads
- Personalised or customised items
- Assembled flatpack furniture
- Items marked Final Sale (50% off or more)
Refunds
Once your return has been received and approved:
- Refunds will be processed to your original payment method.
- As our payment gateway does not store banking information, we may contact you to confirm your banking details if required to process your refund. (Please allow 5–10 business days for processing.)
Please note:
- Delivery fees are non-refundable.
- All returns must meet the applicable return conditions to be approved.
Warranty (CPA)
All products include a 6-month warranty against manufacturing defects, in line with the Consumer Protection Act.
Third-Party Purchases
If you purchased through platforms such as Takealot, Amazon, Makro, Loot, or OneDayOnly, please initiate your return directly through the relevant platform, as its return policy applies.
Returns – Frequently Asked Questions
Can I return an item if I change my mind?
Yes. We offer a 30-day return window from the date of delivery. Items must be unused, in their original packaging, and in resalable condition.
How do I log a return?
Go to your account profile, select the relevant order, and click “Log a Return”. You will then be prompted to select the item(s) you wish to return and provide the reason for the return. Follow the prompts to submit your request.
Do I have to pay for return shipping?
Return shipping costs are the customer's responsibility unless the item is defective, damaged, or incorrect.
Is there a restocking fee?
A 5% handling fee applies to change-of-mind returns. This fee is waived for defective, damaged, or incorrect items.
How long does a refund take?
Once your return has been received and approved, refunds are processed within 5–10 business days to your original payment method.
What if my item is damaged or faulty?
Log a return through your account as soon as possible after delivery, selecting the appropriate reason. Once the issue is confirmed, we will arrange collection at no cost and provide a replacement or full refund, as applicable.
Can I return items bought on Takealot or Amazon?
Items purchased through third-party platforms must be returned directly through the relevant platform, as its return policy applies.
Can I return an assembled product?
Assembled items, including flatpack furniture, cannot be returned unless defective.
Where do I send my return?
First, log your return through your account and wait for approval. You can then arrange a collection through us or return the item directly to our warehouse to avoid collection fees.