Returns & Refunds
Last updated: 20 July 2026
Your options for returns, exchanges and refunds — set out in line with the Consumer Protection Act and ECTA, and in several respects more generous than the legal minimum.
1Summary of your options
| Situation | What you can do | Window |
|---|---|---|
| Changed your mind (online purchase) | Full refund under ECTA cooling-off | 7 days from receipt |
| Wrong size / want a different colour | Exchange | 30 days from collection/delivery |
| Changed your mind (beyond 7 days) | Return for refund or store credit | 30 days from collection/delivery |
| Item is defective or not what you ordered | Repair, replacement, or refund — your choice (CPA s56) | 6 months from receipt |
2Condition of returned items
2.1. Items must be unworn, unwashed, and in original condition with all tags and packaging. Trying an item on for size is fine; wearing it out is not.
2.2. Hygiene exclusions (unless defective): caps, beanies and other headwear that show signs of wear; drinkware (bottles, mugs, tumblers, glass cans) that has been used; journals or pens that have been used. Defective items are always returnable regardless of these exclusions.
2.3. Items personalised or altered at your request cannot be returned unless defective.
2.4. Sale or promotional items follow this same policy unless clearly marked otherwise at the time of purchase.
3How to return or exchange
3.1. Sign in and go to Account → Returns & exchanges, choose the order (your RHM number identifies it), select the items, choose return, exchange, or refund, and tell us the reason. You can also raise it via Account → Help & support or by emailing support@mail.rhemamerch.co.za.
3.2. We will review your request and email you the outcome. Approved returns are handed in at the Rhema Merch desk at either campus (or, for delivered orders when applicable, by courier as arranged).
3.3. Exchanges are subject to stock. If your requested size or colour is unavailable, we will offer an alternative, store credit, or a refund.
4Refunds
4.1. Approved refunds are paid back via your original payment method (PayFast) within 10 business days of the return being received and checked. We will confirm by email once processed.
4.2. Defective goods (CPA): within six months of receipt you may elect repair, replacement, or a full refund, and no handling or restocking fee applies. Delivery/return costs for defective goods are ours.
4.3. Cooling-off returns (ECTA, 7 days): purchase price refunded in full; if the order was couriered, the direct return cost is yours.
5Gift orders
Refunds on gift orders are always made to the buyer, never the recipient. Recipients may request an exchange for size or colour through Help & Support by quoting the RHM number on their voucher; anything involving money goes back through the buyer.