Refund policy

No1 South African Shop – Returns & Refunds Policy

Last updated: November 2025

At No1 South African Shop, we want all customers to be happy with their purchases. This policy outlines your rights and how we handle returns, exchanges, and refunds in line with UK law.

1. Your Legal Rights

Under the Consumer Rights Act 2015, customers are entitled to goods that are:

  • Fit for purpose

  • As described

  • Of satisfactory quality

If an item is faulty or not as described, you have the right to a refund, repair, or replacement.

2. Returns for In-Store Purchases

Faulty or Misdescribed Goods

If an item you bought from our physical shop is faulty or not as advertised:

  • You have 30 days from purchase to return it for a full refund.

  • After 30 days, we will offer a replacement.
    If a replacement is not possible, a refund will be provided.

Unwanted Items (Change of Mind)

We are not legally required to accept returns on unwanted items purchased in-store, but we choose to offer a goodwill policy:

  • Unopened, unused items in their original packaging may be returned within 14 days with the original receipt.

  • Food and perishable items cannot be returned unless faulty, due to hygiene and safety reasons.

3. Returns for Online Purchases

If you purchased via our website:

Change of Mind – 14-Day Cooling Off Period

Under the Consumer Contracts Regulations, you have the right to:

  • Cancel your order within 14 days of receiving the goods.

  • You then have an additional 14 days to return them to us.

Exemptions (cannot be returned unless faulty):

  • Perishable foods

  • Items with broken hygiene seals

  • Custom orders

Refunds for Online Returns

  • Refunds will be processed within 14 days of us receiving the returned goods.

  • Original delivery charges will not be refunded.

  • The customer is responsible for return postage unless the item is faulty or incorrect.

4. Food, Perishable, and Frozen Items

By law, these items cannot be returned unless:

  • They are faulty

  • They were damaged before delivery

  • They are not as described

We cannot accept returns for items that have been:

  • Opened

  • Partially consumed

  • Improperly stored by the customer

5. Proof of Purchase

To process any return, refund, or exchange, customers must provide:

  • Receipt

  • Order confirmation

  • Bank statement showing the transaction

6. Refund Method

Refunds will be issued to the original payment method only.
Card refunds may take 3–5 working days to appear in your account depending on your bank.

7. Exchanges

Where available, we are happy to offer an exchange instead of a refund.
Food and perishable items can only be exchanged if faulty.

8. Contact Us

If you need help with a return, please contact:

No1 South African Shop
5 Marlow Drive
Christchurch
BH23 2RR
01202 496041
office@no1southafricanshop.co.uk