Refund policy

Patchd — 30-Day Return & Refund Policy

Last updated: 22 September 2026

At Patchd, we want you to feel confident buying our transdermal patches. This policy explains your rights, and the conditions under which we accept returns and issue refunds.

1. Your Statutory Rights (this policy does not limit these)

Nothing below takes away rights you already have under South African law:

  • 7-Day Cooling-Off Period (ECTA s44): Because you bought online, you may cancel your order within 7 days of delivery, for any reason, without penalty. You are responsible for the direct cost of returning the goods, and your refund will be processed within 30 days of your cancellation notice.
  • 6-Month Implied Warranty (CPA s55–56): If a product is defective, unsafe, or not as described, you may return it within 6 months of delivery for a repair, replacement, or refund — at no cost to you, even if the packaging has been opened. See Section 7 below.

Everything past this point describes Patchd's own extended, voluntary return window and process, which goes beyond the legal minimum but comes with its own conditions.

2. Our 30-Day Return Window

For change-of-mind returns (i.e. not because the product is faulty), Patchd accepts return requests made within 30 calendar days of the delivery date. Requests made after day 30 will not be accepted.

Meeting the 30-day deadline gets you a return authorization — it does not by itself guarantee a refund. The item still has to meet the conditions in Section 3.

3. Conditions for an Eligible Return

To qualify for a refund under our 30-day policy, all of the following must be true:

  • The patch packaging is unopened, unused, and factory-sealed, with the hygiene seal fully intact. Because our patches are applied to the skin, we cannot accept, resell, or safely handle any patch that has left its sealed packaging — this is a health and hygiene requirement, not a preference.
  • You have valid proof of purchase (order number or receipt).
  • The product is returned in its original packaging, with any inserts, boxes, or accessories included.
  • You requested a Return Merchandise Authorization (RMA) before sending anything back (see Section 4). Items posted to us without an approved RMA will be refused and returned to sender at the customer's expense.
  • The item is not on the non-returnable list in Section 5.

4. How to Request a Return

  1. Contact us at [denco.ecom@gmail.com] within 30 days of delivery, with your order number and reason for return.
  2. We will assess your request and, if eligible, issue you an RMA number and return address within 3 business days.
  3. Pack the item securely with the RMA number clearly marked on the outside of the parcel.
  4. Ship it back within 7 days of receiving your RMA, using a trackable, insured courier service. Patchd is not responsible for parcels lost or damaged in transit back to us — keep your tracking number.
  5. Once received, we inspect the return within 5–7 business days to confirm it meets the conditions in Section 3.
  6. If approved, your refund is processed as described in Section 6. If declined, we'll explain why and return the item to you at your cost.

5. Non-Returnable Items

The following cannot be returned or refunded under our 30-day policy:

  • Any patch with a broken or missing hygiene seal, opened box, or signs of use
  • Items returned without a prior RMA
  • Sale, clearance, or "final sale" items marked as such at checkout
  • Bundles or multi-packs missing any component
  • Items returned after the 30-day window

These restrictions do not apply to defective, damaged, or incorrectly supplied products — see Section 7.

6. Return Shipping & Restocking Fee

  • Return shipping is paid by the customer for change-of-mind returns, except where required otherwise by law (see Section 1) or where Patchd shipped the wrong item.
  • Approved change-of-mind returns are subject to a 15% restocking fee, deducted from the refund.
  • Original outbound shipping costs are non-refundable.

7. Refunds — Method & Timeline

Once your return is approved and inspected, refunds are issued to your original payment method within 10–14 business days. You'll receive an email confirmation once it's processed. Bank processing times may add a few extra days on top of this.

8. Defective, Damaged, or Incorrectly Supplied Items

If your patches arrive damaged, faulty, unsafe, or different from what you ordered, none of the restrictions above apply. Contact us within 6 months of delivery and we will, at your choice:

  • Repair, replace, or fully refund the item
  • Cover your return shipping cost
  • Accept the item even if opened, since the issue relates to a defect, not a change of mind

9. Our Right to Refuse

Patchd reserves the right to decline a return, or to reduce the refund, where a returned item does not meet the conditions in Section 3 — for example, an opened seal, missing proof of purchase, or a return sent without an approved RMA. Where we decline a return, we will tell you the specific reason.

10. Contact Us

For any return, refund, or order question, reach us at [denco.ecom@gmail.com]  Monday–Friday, 09:00-17:00.

This policy is provided in addition to, and does not limit, your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.