Return and Refund Policy

Last updated: [2025/06/07]

This Return and Refund Policy applies to purchases made from The Hidden Cart™ SA, operated by The Hidden Cart SA, registration number [260612/PTY/201900].

Email: support@thehiddencart.co.za
Telephone/WhatsApp: 0740000827
Business address: 50 Lochner Road Mnandi AH

Nothing in this policy limits or excludes any rights or remedies available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

1. Before requesting a return

To request a return, email support@thehiddencart.co.za with:

• Your full name and order number.
• The reason for the return.
• Clear photographs or a short video showing any damage or defect.
• A description of how the product was installed, charged and used.
• The product’s serial or batch number, where applicable.

Returns sent without prior authorisation may be delayed. Customers should not send products directly to the manufacturer or supplier unless instructed by us.

2. Change-of-mind cancellations for online orders

Where section 44 of ECTA applies, a customer may cancel an eligible online purchase without giving a reason within seven days after receiving the goods. The customer may be responsible only for the direct cost of returning the goods, and an applicable refund must be processed within 30 days of cancellation.

The product must be returned promptly and should, as far as reasonably possible, be:

• Complete and in its original condition.
• Properly packaged to prevent transit damage.
• Returned with all accessories, manuals, cables, mounting parts and promotional items.

Where permitted by law, we may deduct a reasonable amount for missing items, unnecessary use, damage, consumption, or restoration required to make returned goods suitable for resale. The CPA permits reasonable deductions in certain statutory-return situations where goods have been used, depleted, damaged or require restoration.

Certain ECTA cooling-off rights do not apply to specified transactions, including goods made to the customer’s specifications, clearly personalised goods and goods that, because of their nature, cannot reasonably be returned.

3. Hygiene and opened products

The toothpaste dispenser is used in an oral-care environment and may come into contact with toothpaste, toothbrushes, moisture or other personal-use items.

For health and hygiene reasons, we may refuse a change-of-mind return where the product has been used, contaminated, permanently installed, altered or returned in a condition that cannot safely and lawfully be resold.

This restriction does not remove a customer’s statutory rights where the product is defective, unsafe, incorrectly supplied, materially different from its description, or otherwise returnable under applicable law.

4. Defective, unsafe or poor-quality goods

Goods supplied to customers must be reasonably suitable for their ordinary purpose, of good quality, in good working order, free of defects and reasonably durable.

If a product experiences a qualifying failure, defect or unsafe feature within six months after delivery, the customer may be entitled to return it and choose a repair, replacement or refund, subject to the CPA and the nature and seriousness of the problem.

We may arrange a reasonable technical inspection to determine:

• Whether a genuine defect exists.
• Whether the issue resulted from misuse, accidental damage or improper installation.
• Whether a reported issue is minor or can be resolved through troubleshooting.
• Whether the correct product, cable, adapter and installation method were used.

An inspection does not automatically mean that a return has been accepted or rejected. The CGSO recognises that inspection may be necessary to determine the cause and seriousness of a reported defect.

Where a qualifying defect is confirmed, we will provide the remedy required by applicable law. We will not replace a statutory cash refund with store credit unless the customer agrees.

If an agreed repair fails to remedy the problem, or another failure appears within three months after the repair, the customer may be entitled to a replacement or refund.

5. Matters not considered manufacturing defects

Subject to applicable law, we will not be responsible for damage or failure caused by:

• Incorrect installation or mounting.
• Failure to follow the supplied instructions.
• Use on an unsuitable, wet, dusty, uneven or unstable surface.
• Water immersion or liquid entering components not designed to be submerged.
• Incorrect voltage, charging equipment or power source.
• Using incompatible toothpaste tubes, toothbrushes or accessories.
• Dropping, impact, crushing, excessive force or accidental damage.
• Unauthorised repair, alteration, disassembly or modification.
• Normal wear and tear.
• Failure to clean or maintain the product appropriately.
• Commercial use where the product is intended for ordinary household use.
• Damage caused after delivery while the product is under the customer’s control.

This section does not exclude liability where doing so would be prohibited by the CPA or another applicable law.

6. Damaged, incorrect or incomplete deliveries

Please inspect your order as soon as it arrives.

Notify us at support@thehiddencart.co.za as soon as reasonably possible if:

• The parcel arrived visibly damaged.
• The product is damaged.
• You received the incorrect item.
• Parts or accessories are missing.
• The product differs materially from what was ordered or advertised.

For courier investigations, please provide photographs of:

• The external courier packaging.
• The shipping label.
• The internal packaging.
• The product and the damage.
• All items received in the parcel.

Customers should ideally report visible courier damage within 48 hours, but this reporting request does not remove rights granted by applicable law.

The CPA provides return rights in certain situations involving incorrect delivery, goods not matching what the customer had an opportunity to examine, mixed deliveries or goods unsuitable for a specifically communicated purpose.

7. Non-returnable change-of-mind items

Subject to the CPA and ECTA, we do not ordinarily accept change-of-mind returns for:

• Products that have been permanently installed, drilled into, altered or damaged.
• Products missing parts, accessories, manuals, cables or mounting components.
• Personalised or specially ordered products.
• Gift cards, where applicable.
• Items marked final sale, but only to the extent that refusing the return is lawful.

Sale or promotional products remain covered by statutory quality rights. A discounted price does not remove the customer’s rights regarding qualifying defective goods.

8. Return condition and packaging

Customers must package returned products securely.

Where the return is not caused by our error or a qualifying defect:

• The customer bears the risk and direct cost of returning the item.
• Original delivery fees may be non-refundable where permitted by law.
• We recommend using a tracked and insured courier.
• We are not responsible for avoidable transit damage caused by inadequate return packaging.

For a confirmed defective, incorrect or damaged product, return or collection costs will be handled as required by applicable law. The CGSO states that suppliers must bear the costs of collecting, repairing or replacing qualifying defective goods.

9. Proof of purchase

Customers must provide reasonable proof that the product was purchased from The Hidden Cart™ SA, such as:

• An order-confirmation email.
• An invoice.
• A payment record.
• The customer’s order number and contact details.

Original packaging is helpful but will not be demanded where doing so would unlawfully prevent a customer from exercising statutory rights. CGSO guidance notes that consumers may be asked to prove purchase but are not necessarily required to retain the original packaging for defective-goods claims.

10. Refunds

Once the returned product has been received and, where appropriate, inspected, we will notify the customer of the outcome.

Approved refunds will ordinarily be made to the original payment method. Processing times may depend on the bank, card issuer or payment provider.

Refunds may include or exclude delivery charges depending on:

• The reason for the return.
• The condition of the product.
• Whether the return falls under the CPA, ECTA or our voluntary return terms.
• Whether the customer selected a premium or expedited delivery service.
• What the applicable law requires.

We do not provide refunds to a different person, account or payment method unless required by law or reasonably necessary after suitable verification.

11. Promotions, bundles and free gifts

When returning a product purchased as part of a bundle or promotion, all accompanying products and free gifts must also be returned.

Where a customer keeps part of a bundle or a free gift, we may, where lawful, deduct its reasonable retail or promotional value from the refund.

12. Order cancellations before dispatch

Customers may request cancellation before an order has been dispatched.

A cancellation request is not guaranteed until confirmed by us. If the parcel has already been processed or collected by the courier, the customer may need to follow the normal returns procedure.

13. Delivery delays and incorrect customer information

Customers are responsible for providing complete and accurate delivery details.

Additional delivery charges may apply where a parcel must be resent because:

• An incorrect address was supplied.
• The customer could not be reached.
• Delivery was repeatedly refused or missed.
• The parcel was not collected from the courier or collection point.

This does not apply where the failed delivery resulted from our error or the courier’s error.

14. Product expectations

Product colour, finish and appearance may differ slightly because of screen settings, lighting and normal manufacturing variation.

Measurements, capacity, charging duration and operating times described as “approximately” may vary reasonably between product models and usage conditions.

Such minor variations will not necessarily amount to a defect, provided the product remains materially consistent with its description and suitable for its intended purpose.

15. Dispute resolution

Please contact us first so that we have a reasonable opportunity to investigate and resolve the matter.

Email: support@thehiddencart.co.za

If a qualifying consumer dispute cannot be resolved directly, the customer may approach the Consumer Goods and Services Ombud or another competent regulatory or dispute-resolution body. The CGSO receives consumer-goods complaints and operates under the Consumer Goods and Services Industry Code.

16. Governing law

This policy and purchases made from The Hidden Cart™ SA are governed by the laws of the Republic of South Africa.

Any provision found to be invalid or unenforceable will be severed or limited only to the extent necessary, without affecting the remaining provisions.

17. Changes to this policy

We may update this policy from time to time. The version applicable to an order will generally be the version published when the order was placed, unless a later change is required by law or gives the customer greater protection.

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Our Refund & Return Policy

At The Hidden Cart SA, we are committed to ensuring your complete satisfaction with every purchase. If you are not entirely happy with your order, we're here to help.

Returns

You have 30 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In its original packaging
• Accompanied by proof of purchase (order confirmation or receipt)

Non-Returnable Items

The following items are not eligible for return:

• Items marked as final sale or non-returnable at the time of purchase
• Opened beauty, skincare, or personal care products
• Perishable or consumable goods
• Gift cards
• Downloadable or digital products

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original payment method within 5–10 business days, depending on your bank or card provider.

Late or Missing Refunds

If you haven't received your refund after 10 business days, please:

1. Check your bank account again
2. Contact your credit card provider — processing times may vary
3. Contact your bank directly
4. If you've done all of the above and still have not received your refund, please contact us at support@thehiddencart.co.za

Exchanges

We only replace items if they are defective, damaged, or if an incorrect item was delivered. If you need to exchange an item for the same product, please contact us at support@thehiddencart.co.za before sending your item back.

Return Shipping

You will be responsible for paying 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 unless the return is due to our error.

We recommend using a trackable shipping service or purchasing shipping insurance for items over R500. We cannot guarantee that we will receive your returned item.

Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@thehiddencart.co.za with your order number and photos of the item. We will arrange a replacement or full refund at no additional cost to you.

Contact Us

For any questions relating to our refund policy, please reach out to our support team:

• Email: support@thehiddencart.co.za
• Website: thehiddencart.co.za