Returns and Refunds Policy
Last updated: 12 June 2026
MyHomeware supplies commercial catering equipment, kitchenware, tableware, glassware and foodservice products to businesses and customers across South Africa. We aim to ensure that every order is supplied correctly and arrives in good condition.
This policy explains how returns, exchanges and refunds are handled. Nothing in this policy limits any rights available under applicable South African consumer protection legislation.
Online Order Cooling-Off Period
Where the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase within seven days after receiving the goods without providing a reason.
You must notify MyHomeware in writing within seven days of receiving the order. The goods must be returned in their original condition, together with all packaging, accessories, manuals and components. You are responsible for the direct cost and risk of returning non-defective goods, and the goods should not be used beyond what is reasonably necessary to inspect them.
Refunds will be processed within the period required by applicable law once the cancellation and returned goods have been received.
The statutory cooling-off right may not apply to certain goods, including products made or ordered to your specifications, personalised products, sealed goods that are unsuitable for return once opened, and other products excluded under applicable legislation.
Change-of-Mind Returns
Outside any legally required cooling-off period, MyHomeware is not required to accept a return simply because you no longer want the product, ordered the incorrect item or changed your mind.
We may consider a change-of-mind return at our discretion where the return is requested promptly after delivery, the product is unused, unassembled and undamaged, the product is in its complete original packaging, and all accessories, manuals, labels and components are included.
The item must not have been specially ordered, customised or sourced specifically for you, and it must still be in a condition suitable for resale.
Approved change-of-mind returns may be subject to return delivery costs and reasonable handling or restocking costs. These costs will be communicated before the return is accepted.
Incorrect, Incomplete or Damaged Orders
Please inspect your order as soon as it is delivered.
Contact MyHomeware promptly if you received the incorrect product, part of your order is missing, the product was damaged during delivery, or the product differs materially from the description or order confirmation.
When reporting an issue, please provide your order number or invoice number, clear photographs of the product, photographs of the outer and inner packaging, a description of the issue, and details of any missing parts or accessories.
Keep the product and all packaging until the matter has been assessed. Do not install, assemble or use a visibly damaged or incorrect product.
Where MyHomeware supplied the incorrect item or the goods arrived damaged, we will assess the matter and provide an appropriate remedy in accordance with applicable law. This may include collection, replacement, repair or a refund.
Reporting delivery damage within 48 hours helps us investigate the matter with the courier, but this request does not remove any rights you may have under applicable law.
Defective Products
Products must be reasonably suitable for their intended purpose, of acceptable quality and free from defects, subject to normal wear and tear and the product’s intended commercial use.
Where the Consumer Protection Act applies, qualifying defective goods may be returned within six months after delivery. Once the defect has been confirmed, the customer may be entitled to a repair, replacement or refund in accordance with the Act.
MyHomeware may inspect or arrange an assessment of the product before confirming whether it is defective.
A product will not ordinarily be considered defective where the problem results from incorrect installation, assembly or connection, installation by an unqualified or unauthorised person, incorrect electrical, gas, water or ventilation requirements, misuse, negligence, accidental damage, failure to follow the manufacturer’s instructions, use outside the product’s intended purpose or capacity, normal wear and tear, unauthorised repairs, alterations or modifications, damage caused by power surges, incorrect voltage or unsuitable utilities, failure to clean, service or maintain the product correctly, or commercial use that exceeds the product’s stated operating requirements.
Where no defect is found, the customer may be responsible for reasonable collection, inspection and redelivery costs, where legally permitted and communicated in advance.
Manufacturer Warranties
Some products include a manufacturer or supplier warranty. Warranty periods and conditions differ between brands and products.
Warranty claims may require proof of purchase, the product’s serial or model number, photographs or videos showing the fault, an inspection by an authorised technician, proof that the product was installed correctly, service or maintenance records, and confirmation that the product was used according to its instructions.
A manufacturer’s warranty is additional to, and does not replace, any statutory rights that may apply.
Commercial Equipment and Installation
Commercial appliances may have specific electrical, gas, plumbing, ventilation, drainage or installation requirements.
Before ordering, the customer is responsible for confirming the product dimensions, the available installation space, access through doors, passages, lifts and stairways, electrical voltage, phase and power requirements, gas type and approved installation requirements, water, drainage and ventilation requirements, and compatibility with the intended commercial application.
MyHomeware is not responsible for a product being unsuitable where the customer ordered it without confirming the published specifications or installation requirements, except where MyHomeware expressly recommended the product for a disclosed purpose and applicable law provides otherwise.
Installation must be completed by an appropriately qualified or authorised installer where required.
Special Orders and Custom Products
Special-order, imported-on-request, customised, engraved, personalised or made-to-order products cannot ordinarily be cancelled or returned because the customer changed their mind.
A special order may only be cancelled where MyHomeware agrees in writing or where cancellation is required by law.
This does not exclude valid claims relating to goods that are defective, damaged, incorrectly supplied or not produced according to the agreed specifications.
Glassware, Tableware and Fragile Products
Glassware, ceramics, porcelain and other fragile products must be checked immediately after delivery.
If breakage or damage is discovered, photograph the damaged items and packaging, retain the full order and packaging, do not dispose of damaged products before receiving instructions, and contact MyHomeware as soon as reasonably possible.
Claims may be delayed or declined where the goods and packaging are discarded before the courier or supplier can assess them, except where doing so would conflict with applicable law.
Chefwear and Clothing
Chefwear and safety footwear submitted for a change-of-mind return must be unworn, unwashed, unaltered and returned with the original labels and packaging.
Items showing signs of use, washing, staining, odour, alteration or damage may not be accepted for a discretionary return.
Incorrectly supplied or defective items remain covered by applicable statutory rights.
How to Request a Return
To request a return, contact MyHomeware by email or telephone and provide your full name, business name, order or invoice number, product name and SKU where available, the reason for the return, photographs or supporting information, and your preferred outcome.
Do not send goods back without receiving return instructions and confirmation of the correct return address.
Return Packaging and Transport
Returned goods must be packaged securely to prevent damage in transit.
Where the customer arranges the return, the customer carries the risk of loss or damage until the goods are received by MyHomeware. We recommend using a trackable and insured delivery service.
Products damaged because of inadequate return packaging may not qualify for a full discretionary refund.
Where MyHomeware or its courier is responsible for collecting defective, damaged or incorrectly supplied goods, collection arrangements will be communicated to the customer.
Refunds
Once the returned goods have been received and assessed, MyHomeware will confirm whether the refund has been approved.
Approved refunds will generally be made using the original payment method unless another arrangement is agreed.
A refund may exclude original delivery charges where the return is a discretionary change-of-mind return, return delivery costs for non-defective goods, costs for missing parts, accessories or damaged packaging, reasonable deductions permitted by law where goods were used beyond what was necessary to inspect them, and banking or transaction charges that cannot lawfully or practically be reversed, where permitted.
Refund processing times may depend on the payment provider or bank. MyHomeware will process approved statutory refunds within the time required by applicable law.
Exchanges
Exchanges are subject to product availability.
Where an exchange is approved and the replacement product costs more, the customer must pay the difference before dispatch. Where it costs less, the difference will be refunded or credited as agreed.
Delivery and collection charges may apply to discretionary exchanges.
Business-to-Business Orders
MyHomeware supplies many products for commercial and B2B use.
Where consumer protection legislation does not apply to a particular business customer or transaction, the return will be governed by this policy, the quotation, invoice, purchase agreement and any terms accepted when the order was placed.
Special procurement, bulk orders, imported products and products sourced specifically for a business may be subject to additional written return or cancellation conditions.
Products That Cannot Ordinarily Be Returned
Unless defective, damaged, incorrectly supplied or otherwise returnable by law, MyHomeware may not accept returns of customised, personalised or made-to-order goods, products specially sourced or imported for a customer, installed, connected, assembled or used equipment, products damaged after delivery, products missing original parts, packaging or accessories, hygiene-sensitive or sealed products once opened where they cannot reasonably be resold, chefwear that has been worn, washed or altered, and clearance, discontinued or final-sale items where this was clearly disclosed before purchase.
Order Cancellations Before Dispatch
Contact MyHomeware immediately if you need to cancel an order.
An order may be cancelled before dispatch where it has not yet been processed, sourced, customised or handed to the courier.
Special-order, imported, customised or supplier-confirmed orders may not be cancellable once procurement has begun, unless required by law.
Contact Us
Questions about returns, refunds, exchanges, order cancellations or warranty claims can be sent to:
MyHomeware
Inospace Lanzerac Works
675 Old Pretoria Road
Halfway House
Midrand, Gauteng, 1685
Telephone: 011 568 6187 / 011 568 0600
Mobile: +27 78 828 9710
Email: sales@myhomeware.co.za
Website: www.myhomeware.co.za