Refund policy

If you don’t see any questions you might have about returns addressed below, or if you require further information, please contact us at hello@protectthewestcoast.org or DM us via our social media channels.

Yes, absolutely If you’ve ordered a product and change your mind once it arrives, www.protectthewestcoast.org will happily do a refund or an exchange, as long as the product you’re returning is new, in unused condition, in its original packaging, and is sent back to us within 14 days from the date of ordering. We’ll gladly refund your purchase price, excluding shipping and handling charges (see below and Terms and Conditions). Please note that to complete your return, we require a receipt or proof of purchase so please retain all your packaging and paperwork.

A damaged product is one that has most likely been damaged in shipping. If your order arrived with apparent shipping damage, please refuse delivery. If you’ve already accepted delivery, and only then discover shipping damage, please save all packaging and paperwork. Send us an email at hello@protectthewestcoast.org, tell us exactly what you ordered and your order number and the nature of the damage, and we will help you.

Even though we do our best to ensure our products are of the highest possible standards, if you discover that your purchase is defective, we will arrange for a replacement, exchange or refund (your choice, subject to availability) upon return of the defective item. Send us an email at hello@protectthewestcoast.org, tell us exactly what you ordered, the nature of the defect and your order number. The product must be returned new, in unused condition, in its original packaging, and sent back to us within 14 days from the date of ordering.

Similarly, if the product you want to return to us is faulty (in other words, it has no apparent damage but you can satisfactorily describe how it doesn’t work for you), please email us at hello@protectthewestcoast.org, using your order number and please save all packaging and paperwork. We’ll arrange for a replacement or full refund (your choice, subject to availability) upon the return of the defective item.

You will receive your refund as soon as we have received your return. We’ll use the applicable payment method to refund the purchase price (excluding shipping and handling charges).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet or feel it is overdue, check your bank account several times and / or contact your credit card company, as it may take a few days or longer before your refund is reflected. If you are still concerned, please contact your bank first as there is often some processing time before a refund is reflected. If you have gone through this whole process and you still have not received your refund yet, please feel free to contact us at hello@protectthewestcoast.org and we will follow up from our side.

Note that only regular priced items may be refunded, unfortunately sale items cannot be refunded. Please note also that Gift Cards cannot be refunded or returned.

A reminder that we only replace items if they are defective or damaged. If you need to exchange a product for the same item, send us an email at hello@protectthewestcoast.org and send your item to: Protect The West Coast, 13 Sunbird Circle, Kommetjie, Western Cape, 7976, South Africa. Please let us know beforehand if you would like us to arrange a collection through our courier of choice.

Note however that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over R200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.