Refund policy

Returns, Exchanges and Refunds Policy

Last updated: 21 October 2026

This policy explains your rights when you buy from Indigo Oak (Xen Hilpert trading as Indigo Oak, a sole proprietor) through https://indigooak.co.za. It works alongside your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits those rights.

Delivery times and how we fulfil orders are set out in our Shipping Policy. Orders are fulfilled by our dropshipping partner from China; Indigo Oak remains the seller responsible for your consumer rights.

1. Changed your mind? Seven-day cooling-off (ECTA s44)

Because you bought online, you can cancel your order without giving a reason and without penalty within 7 days after you receive the goods.

Tell us within those 7 days at xennieh@gmail.com, with your order number.
Return the item unused, in its original condition and packaging, with all tags, labels and accessories.
The only charge you pay is the direct cost of returning the goods to the South African return address we give you. We do not charge a restocking fee. Do not ship returns to China unless we expressly ask you to for a specific case.
We refund the full amount you paid, including the original delivery fee, within 30 days of your cancellation, to the payment method you used.

Items excluded from cooling-off (ECTA s42(2)). Cooling-off does not apply to goods that can't be returned because of their nature (for example for hygiene reasons), or to goods made or personalised to your specifications. This includes:

Pierced earrings and body jewellery (any jewellery worn in a piercing), for hygiene reasons.
Underwear and swimwear whose hygiene liner or seal has been removed, for hygiene reasons.
Personalised or altered items, for example engraved, embroidered or altered to your measurements.
Clothing and footwear that has been worn (beyond trying on indoors), washed, altered or damaged by you, or that comes back without its original tags and packaging. Footwear must be tried on a clean, carpeted surface, and the soles must be unmarked.
Jewellery that has been worn, or that comes back without its original box and any certificates or cards supplied with it. Jewellery must be returned unworn, in its original box, with those certificates or cards.

These exclusions never apply to defective goods. Section 3 below still protects you.

2. Size exchanges (clothing and footwear)

We want the fit to be right.

You can ask to exchange for a different size or colour within 14 days of delivery, subject to stock.
Items must be unworn (other than tried on indoors), unwashed and unaltered, with original tags attached and in the original packaging. Footwear must be tried on a clean, carpeted surface, with unmarked soles, and returned in the original, undamaged shoe box. Jewellery must be unworn and returned in its original box with any certificates or cards supplied.
Delivery on size exchanges: you pay to send the item back to the South African address we give you; we pay to send the new size (which ships from China on the normal delivery timeline in our Shipping Policy).
If the size you want is out of stock, we'll refund you instead.
We cannot accept items that have been worn outside, washed, altered, damaged, or that have make-up, perfume, deodorant, pet hair or odours on them, unless the item is defective.
Replacement items follow the same China fulfilment and delivery times as a new order (see Shipping Policy).

3. Defective goods: six-month warranty (CPA s55 and s56)

Every item you buy comes with the CPA's implied warranty of quality. If, within six months of delivery, an item turns out to be defective, unsafe, not fit for its normal purpose, or not as described, you can return it at our cost and choose a repair, a replacement or a full refund.

If we repair it and the same problem (or a new one) shows up within 3 months of the repair, we'll replace it or refund you.
The warranty doesn't cover normal wear and tear, misuse, accidents, failing to follow care instructions, or changes you've made to the item. Examples: stretched or snagged fabric from use, worn soles, scratched or tarnished plating from contact with water, perfume or chemicals, or resizing a ring elsewhere.
Hygiene, personalisation and condition exclusions in sections 1 and 2 never stop you returning an item that is defective.
For defective returns we arrange collection or the return shipping at our cost. We will give you clear instructions; you will not be asked to pay to ship a defective item to China.

4. Wrong or damaged item delivered (CPA s19 and s20)

If we send the wrong item, the wrong quantity or a damaged item, contact us within 7 days of delivery with photos. We'll arrange return or collection at our cost and send the right item or refund you in full. You may also reject goods that don't match the description or sample.

5. How to return an item

Email xennieh@gmail.com or WhatsApp +27 79 511 2020 with your order number, the item(s) and the reason (cooling-off, size exchange or defect). Photos help with defects.
We'll acknowledge your return request within 2 to 5 business days, with a return reference and instructions.
Returns are coordinated through Indigo Oak (Xen Hilpert) at xennieh@gmail.com or WhatsApp +27 79 511 2020. Please don't send anything back until we've replied. We'll give you a return address in South Africa for your item. Pack the item securely with the return reference and use a trackable service. Until we receive the item, you are responsible for it unless we arranged the collection.
We inspect returns within 5 to 7 business days of receiving them and confirm the outcome by email.

We aim to fully resolve your return within 7 to 14 business days of receiving the item. This doesn't change your legal rights: if you cancel within the cooling-off period, your refund is still paid within 30 days of your cancellation (ECTA s44(3)), as set out in section 6.

Important: because orders ship from China, returning an item to China yourself is not required and is not our normal process for cooling-off or size exchanges. Always wait for the South African return address we send you.

6. Refunds

Refunds go to the original payment method. Card refunds can take 5 to 10 business days to show, depending on your bank. EFT refunds need your bank details, which we delete once the refund is paid.
Cooling-off refunds are paid within 30 days of cancellation (ECTA s44(3)).
We don't offer store credit in place of a refund you're legally entitled to. Credit is only an option if you choose it.
Gift purchases: refunds are paid to the original buyer, to the payment method they used.
Items bought on sale or with a discount code are refunded at the price you actually paid.

7. Complaints

If we can't resolve a problem, you can contact the Consumer Goods and Services Ombud (CGSO): 0860 000 272, info@cgso.org.za, www.cgso.org.za. You can also contact the National Consumer Commission.