Refund Policy

Refund and Returns Policy

At Amara Cape Town, we want you to love what you receive. If you don't, we'll make returning it easy.

This policy follows the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and the Consumer Protection Act 68 of 2008 (CPA). It never limits the rights you have as a consumer under South African law.

1. 30-day return window

Under section 44 of ECTA, you can cancel an online purchase within 7 days of receiving it, without giving a reason and without penalty. At Amara Cape Town, we extend this to 30 days, counted from the day you (or someone you choose) receive the product. If your order arrives in more than one delivery, the 30 days start from the day you receive the last item.

2. How to return an item

Before the 30 days are up, email us at info@amaracapetown.com and include:

  • Your order number
  • The products you want to return
  • The reason, if you'd like to share it. This is optional, but it helps us improve.

You can also use the cancellation form at the end of this page, although you don't have to. We'll reply with instructions and the return address. Once you've told us you want to return an item, you have 14 days to send it back to us.

3. Condition of returned items

You can inspect your products the way you would in a physical shop to check what they are, how they look and how they work. Please return them unused, unwashed, in good condition and, where possible, with their tags and original packaging.

  • Slippers: you're welcome to try them on indoors on a clean surface. Please don't wear them outside.
  • Whiskey decanters and glassware: please check them, but don't fill them with any liquid. Pack them carefully, ideally in the original protective packaging, because glass can break in transit.

If a product has been used more than you'd need to check it and has lost value as a result (for example, it's been washed, worn outside, stained, filled with liquid, has a smell or is missing its tags), we may deduct that loss in value from your refund.

4. Items that can't be returned

Under section 42 of ECTA, the following can't be returned just because you've changed your mind:

  • Personalised products, meaning products made to your specifications, for example with an engraving, a name or initials
  • Products that can't be returned for hygiene reasons if they've been unsealed or used after delivery

These exceptions don't apply if a product arrives faulty, damaged or isn't what you ordered (see section 8).

5. Return shipping costs

If you return an item because you changed your mind, you pay the return shipping. This is the only cost you'll ever pay to return an item (section 44 of ECTA). We recommend a tracked courier service, because you're responsible for the parcel until it reaches us.

If the product is faulty, damaged or isn't what you ordered, we cover all costs.

We don't charge restocking fees or admin fees.

6. Refunds

  • We'll refund everything you paid, including the original standard delivery fee, within 14 days of you telling us you want to return the item.
  • If you chose a more expensive delivery option than our standard delivery (for example, express delivery), we won't refund the difference.
  • If you return only part of your order, we won't refund the original delivery fee, unless the items you keep wouldn't have had a delivery fee on their own.
  • We may wait to process your refund until we receive the products or you send us proof that you've shipped them, whichever happens first.
  • We'll refund you using the same payment method you used to pay, at no cost to you. Depending on your bank, the money may take a few extra business days to appear in your account.

7. Exchanges

If you'd like a different size, colour or style, email us at info@amaracapetown.com and we'll help you exchange it, subject to stock availability. We'll send the replacement once we've received your return. Delivery times are the same as in our Shipping Policy.

8. Faulty, damaged or incorrect items: your warranty

All our products come with the implied warranty of quality in section 56 of the CPA, which lasts 6 months from delivery. If you receive a product that's faulty, damaged or different from what you ordered:

  1. Email us at info@amaracapetown.com with your order number and a photo of the problem. Please do this as soon as you can. For breakages in transit, it helps if you also send a photo of the outer packaging.
  2. You can choose a repair, a replacement or a full refund.
  3. This is completely free. We pay all delivery and return costs.

If we repair a product and the same problem, or a new one, appears within 3 months of the repair, we'll replace it or give you a full refund.

9. Sets and bundles

Products sold together as one set at a single price (for example, a decanter sold with glasses) must be returned complete. Products bought separately in the same order can be returned individually.

10. Contact us

Email: info@amaracapetown.com
Website: amaracapetown.com
Customer service hours: Monday to Friday, 9:00–18:00 · Saturday and Sunday, 10:00–15:00 (South African Standard Time, SAST)
Average response time: within 24 hours on business days

Cancellation form

(Only fill in and send this form if you want to cancel your purchase.)

To: Amara Cape Town, info@amaracapetown.com

I hereby give notice that I am cancelling my contract for the sale of the following goods:

  • Order number:
  • Product(s):
  • Ordered on / received on:
  • Customer name:
  • Customer address:
  • Customer signature (only if this form is sent on paper):
  • Date: