Refund and Returns Policy

Last updated: [07/09/2026]

At Eco Outdoor Garden Centre, we want you to enjoy every aspect of your purchase. If something isn’t quite right, we’ve made our returns process as smooth, positive and transparent as possible. This Returns Policy sets out when and how purchases may be returned, in line with the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”).

We are committed to honouring your rights and handling all return matters with fairness, accountability and care.

1. How to Make a Return — Quick & Easy

We recommend following the steps below for a hassle-free return experience:

• Please return the item in its original packaging and ensure it is unused.
• All tags and labels must be intact.
• Include all original components, manuals, inserts or accessories received with the item.
• Ensure the item is returned within the applicable return period (see below).
• Make sure the item is eligible for return — we indicate at checkout if a product is non-returnable due to customisation or other reasons.

Returns that meet the above criteria will be processed promptly in accordance with the timelines outlined under “Refunds” below.

2. Returns Window

We offer the following standard return periods, from the date of delivery:

If your return falls outside of these timeframes, please contact us — we’ll consider each case fairly and in line with legislation.

3. Returns Due to Change of Mind

We aim to delight, not disappoint — so if you simply changed your mind, you may still be eligible for a return within 30 days, provided the item is still in a saleable condition and not a non-returnable item. Return shipping for change-of-mind returns may be at your cost, unless otherwise offered during promotion.

4. Defective or Damaged Products

Quality and durability are at the heart of what we do. If you believe you’ve received a damaged or defective product, please notify us as soon as possible.

Under Section 56 of the CPA, if a product is defective, we’re pleased to offer one of the following (at no added cost to you), subject to confirmation:

• A replacement of the same or similar item
• A repair (if appropriate and agreed)
• A full refund

Items will be inspected fairly and efficiently before a remedy is provided.

Please retain your invoice and any photos of the defect to assist us in processing your request quickly.

5. Wrong Item Delivered

If we shipped the wrong item or size, we will gladly correct this at no cost to you. Please notify us within 7 calendar days of receipt, and we will arrange for collection and redelivery, with timing that suits you.

6. Non-Returnable Items

For safety, hygiene or customisation reasons, we are unable to accept returns of the following unless they are faulty:

• Perishable goods (e.g. seeds, food)
• Special-order/customised items clearly labelled at point of sale
• Electronic components where installation has not been completed by a certified technician
• Clearance items marked “Final Sale”

We always make these distinctions clear on product pages and at checkout.

7. Refunds

Once your returned item is received and assessed, your refund will be processed using your original payment method. You will receive confirmation of each step in the returns process.

Refunds may take up to 10 working days, depending on your bank or payment provider. In the case of product bundles or promotions, refunds will be adjusted proportionally if part of the promotion is returned.

8. Returns Compliance

This Returns Policy is governed by the CPA and ECT Act. Eco Outdoor handles all complaints, defect reports and return requests in accordance with our obligations under these laws, as well as our commitment to fairness, transparency and customer care.

If a dispute regarding a return arises and cannot be resolved through our customer care team, you may refer the matter to the Consumer Goods & Services Ombudsman or seek further recourse under applicable consumer legislation.

9. Warranties

Eco Outdoor proudly stands by all of our manufacturer’s warranties and will not hesitate to repair or replace goods that are defective.

Please bear in mind however that we cannot be held responsible if you purchased the incorrect product or used it in an incorrect application, so we suggest that you first seek professional guidance on purchasing the correct equipment for your application.

We assess whether equipment is eligible for a warranty claim once it has been returned to us, but we suggest that you first contact us to talk through the issue, as we may be able to give on-the-spot guidance to remedy the problem/requirement.

10. Questions or Support?

We’re always here to help. Contact our Customer Support Team at sales@ecooutdoor.co.za, including as much information as possible and/or photographs or videos, and we’ll gladly assist with any return or refund queries.