Scrub Mate Returns & Refunds Policy

Last updated: 4 September 2026

At Scrub Mate, we want you to be happy with your purchase. If there is a problem with your order, we're here to make it right.

This policy applies to purchases made through the Scrub Mate online store and is subject to your rights under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Damaged or Defective Products

If your Scrub Mate arrives damaged or has a genuine product defect, please contact us as soon as possible.

Please provide:

• Your order number

• A description of the problem

• Photos of the product

• Photos of the packaging if the product was damaged during delivery

• A short video demonstrating the problem where appropriate

We may ask you to return the product for inspection.

Where applicable under South African consumer law, you may be entitled to a repair, replacement, or refund.

Where a replacement is appropriate, we will arrange for a replacement Scrub Mate to be sent to you.

Please do not attempt to repair, modify, or disassemble the product before contacting us.

2. Incorrect or Missing Items

If you receive the wrong product, the wrong quantity, or an item is missing from your order, please contact us as soon as possible.

We will verify your order and arrange the appropriate solution.

If we sent you the wrong product, our preferred solution will normally be to send you the correct product and arrange the return of the incorrect item where necessary.

If an item is missing from your order, we will arrange for the missing item to be sent to you.

If a refund is required under applicable law, we will process the appropriate refund.

3. Online Cooling-Off Rights

Certain online purchases are subject to statutory cooling-off rights under the Electronic Communications and Transactions Act.

Where this statutory right applies, a consumer may cancel the transaction without giving a reason and without penalty within 7 days after receiving the goods, subject to the requirements and exceptions provided by applicable law.

The direct cost of returning the goods may be payable by the consumer as provided by law.

If you wish to exercise an applicable cooling-off right, please contact us before returning the product so that we can provide you with the appropriate return instructions.

4. Returns Process

Please contact Scrub Mate before sending any product back.

To request a return, replacement, or refund, please provide:

• Your full name

• Order number

• Date of purchase

• Reason for the request

• Photos or videos where relevant

After reviewing your request, we will provide you with the necessary return instructions and return address where a return is required.

Please do not send products to an address found elsewhere on our website or to the address on the original shipping label unless specifically instructed to do so.

5. Return Costs

Where a return is required because we sent the wrong product or because of a qualifying defective or damaged product, Scrub Mate will cover the applicable return costs where required by law.

Where a consumer exercises a statutory cooling-off right, the direct cost of returning the goods may be payable by the consumer as provided by law.

6. Refunds

Scrub Mate does not offer a general "money-back guarantee."

However, refunds will be provided where required or appropriate under applicable South African consumer law.

Where a refund is approved, it will generally be processed using the original payment method.

The time for the funds to appear in your account may depend on your bank or payment provider.

7. Products Damaged Through Misuse

Scrub Mate is not responsible for damage caused by misuse, abuse, unauthorised modifications, improper use, or failure to follow the product's instructions, to the extent permitted by applicable law.

This does not affect any statutory rights you may have under South African consumer-protection legislation.

8. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded or limited.

Your rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and other applicable South African legislation remain unaffected.

If any part of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

9. Contact Us

If you have a problem with your order or need assistance with a return, replacement, or refund, please contact Scrub Mate using the contact details provided on our website.

We're committed to resolving legitimate product and order issues fairly and efficiently.