Returns & Refunds Policy

At SWEETVELD, we take pride in creating high-quality, genuine leather goods designed to be used, enjoyed and appreciated for years to come.

We understand that sometimes a product may not be suitable for you. This Returns & Refunds Policy explains when products may be returned, exchanged, repaired or refunded, while also protecting the natural characteristics of genuine leather.

1. Natural Leather Characteristics

SWEETVELD products are made from genuine leather. Because leather is a natural material, each piece is unique.

Variations in colour, grain, texture, wrinkles, creases, pores, scars, small marks and other natural characteristics may occur from one product to another.

These characteristics are a natural result of using genuine leather and are not considered manufacturing defects where the product remains structurally sound and fit for its intended purpose.

Leather may also develop a patina over time. Changes in colour, softness, texture and appearance resulting from normal use and ageing are part of the natural character of genuine leather.

2. Returns for Change of Mind

Where applicable, customers may return an eligible product because they have changed their mind, subject to the rights provided by applicable South African law.

For a voluntary change-of-mind return offered by SWEETVELD, the product should be:

• Unused and in its original condition;
• Free from marks, scratches, stains, odours or signs of wear;
• Returned with all original accessories and packaging where reasonably possible;
• Not damaged through improper handling or use; and
• Not personalised or made specifically to the customer's specifications, unless otherwise required by law.

SWEETVELD reserves the right to inspect returned goods before processing a voluntary return.

A voluntary change-of-mind return does not affect any statutory right you may have in respect of defective, unsafe or unsuitable goods.

3. Online Purchases and Cooling-Off Rights

Where the Electronic Communications and Transactions Act 25 of 2002 applies to an online transaction, a consumer may have a statutory cooling-off right allowing the transaction to be cancelled within seven (7) days after receipt of the goods, without providing a reason, subject to the exceptions provided for by law.

Where this statutory cooling-off right applies, the consumer is responsible only for the direct cost of returning the goods.

The cooling-off right does not apply in certain circumstances prescribed by law, including certain goods made to a consumer's specifications or clearly personalised goods.

4. Defective or Faulty Products

We want every SWEETVELD product to meet the quality and durability standards that customers reasonably expect from a genuine leather product.

If your product has a genuine manufacturing defect, is unsafe, or does not comply with the applicable quality requirements, please contact us as soon as reasonably possible.

In accordance with the Consumer Protection Act, a consumer may return qualifying defective or unsafe goods within six (6) months after delivery. Where the statutory requirements are met, the goods may be repaired, replaced or refunded at the consumer's direction, as provided by the Act.

Returns relating to qualifying defects will be handled at SWEETVELD's risk and expense as required by applicable law.

5. What Is Considered a Defect?

Examples of potential manufacturing defects may include:

• Seams that fail under normal intended use;
• Hardware that is incorrectly fitted or fails prematurely;
• Structural failure caused by a manufacturing fault;
• Broken components caused by a manufacturing defect;
• Incorrectly assembled products; or
• A product materially different from the product ordered.

Each reported defect will be assessed individually.

6. Damage Caused by Use or Improper Care

SWEETVELD's statutory obligations in respect of defective goods do not extend to damage caused after delivery by misuse, accidents, negligence, unauthorised alterations or failure to follow reasonable leather-care instructions.

Examples may include:

• Scratches, cuts, punctures or tears caused by the customer;
• Damage caused by excessive weight or use outside the product's intended purpose;
• Water or liquid damage;
• Damage caused by chemicals, solvents, perfumes or cleaning products;
• Heat, fire or prolonged exposure to direct sunlight;
• Normal wear and tear;
• Natural ageing or patina;
• Damage caused by incorrect cleaning or conditioning; or
• Unauthorised modifications or repairs.

These examples do not limit any rights that a consumer may have under applicable South African law.

7. Personalised and Custom-Made Products

Products that are made to a customer's specific specifications or are clearly personalised may be excluded from certain statutory cooling-off rights under applicable electronic-commerce legislation.

This does not exclude a customer's statutory rights in relation to goods that are defective, unsafe or otherwise fail to meet applicable requirements.

8. Incorrect or Damaged Deliveries

If you receive a product that is different from the product you ordered, or if your product appears to have been damaged during delivery, please contact SWEETVELD as soon as reasonably possible.

Please provide:

• Your order number;
• Your name and contact details;
• A description of the issue; and
• Clear photographs of the product and packaging where applicable.

We will assess the issue and provide the appropriate remedy in accordance with applicable law.

9. How to Request a Return

To request a return, please contact us using the details below before sending any product back.

Please include:

• Order number;
• Full name;
• Reason for the return;
• Date the order was received; and
• Photographs where the return relates to damage or a suspected defect.

Please do not send a product to SWEETVELD without first receiving return instructions from us.

10. Return Shipping

Where a return is made under a statutory consumer right relating to defective, unsafe or otherwise qualifying goods, SWEETVELD will bear the applicable return costs as required by law.

Where a customer voluntarily returns an eligible product because of a change of mind and the return is not being exercised under a statutory right, the customer may be responsible for the direct cost of returning the product.

11. Refunds

Where a refund is approved, SWEETVELD will process the refund using the original payment method where reasonably possible.

The timing of a refund may depend on the payment provider or financial institution used for the original transaction.

Where a refund is required by applicable South African law, SWEETVELD will process the refund within the period prescribed by that law.

12. Exchanges

Exchanges may be offered at SWEETVELD's discretion for eligible change-of-mind returns, subject to product availability and the conditions applicable to voluntary returns.

Nothing in this section limits a consumer's statutory right to repair, replacement or refund in circumstances where the law provides such a right.

13. Sale and Discounted Products

Sale and discounted products remain subject to all applicable statutory consumer rights.

A product does not lose its statutory warranty or consumer protections merely because it was purchased at a discounted price.

Where a product has been specifically disclosed and sold in a particular condition, that condition may be taken into account when assessing a subsequent complaint, subject to the Consumer Protection Act.

14. Refunds for Products That Are Not Defective

SWEETVELD is committed to treating customers fairly. However, a refund will not automatically be available simply because a customer no longer wants a product outside any applicable statutory cooling-off or return right.

Any voluntary return or exchange offered by SWEETVELD is subject to the conditions set out in this policy.

15. Leather Care and Returns

Genuine leather requires appropriate care. Customers should follow the leather-care instructions supplied with their product and avoid unnecessary exposure to water, excessive moisture, heat, chemicals and other substances that may damage leather.

Normal changes in colour, texture, softness and appearance resulting from appropriate use and ageing are characteristics of genuine leather and are not necessarily defects.

16. Our Commitment to South African Consumer Law

SWEETVELD will comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

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

17. Contact Us

Last updated: 18 August 2026