Refund policy

Returns and refunds

We want you to feel happy with your House of Arlo pieces. If something is not right, email kirsty@houseofarlo.com with your order number and the items you would like to return.

Change-of-mind returns

You may request a change-of-mind return within 14 days of receiving your order. Under this voluntary return policy, items must be unused, clean and in good condition, with all parts and accessories included. Please use the original packaging where possible and pack everything securely for the journey back.

You are responsible for the direct cost of return postage for a change-of-mind return. This does not apply where the law requires House of Arlo to cover return costs, including qualifying faulty-goods returns.

How to return an item

  1. Email us with your order number and the item you are returning. For a damaged or faulty item, please describe the problem and include photographs if you can.
  2. Contact us for the recipient and booking details before sending a parcel. Our return collection point is the Eden on the Bay PUDO locker.
  3. Package your items securely and keep your tracking number and proof of postage.

Contacting us first helps us identify and receive your parcel; it does not limit any statutory cancellation or return rights.

Damaged, faulty or incorrect items

Please tell us if your order arrives damaged, faulty or incorrect so we can help. The unused and good-condition requirements for change-of-mind returns do not exclude claims about goods that arrived damaged or are defective.

Where the Consumer Protection Act applies, goods that fail its quality standards may be returned within six months of delivery, without penalty and at our risk and expense. You may choose a repair, replacement or refund as provided by the Act. Your other statutory rights remain unaffected.

Refunds

We will confirm receipt of your return and assess it promptly. Eligible refunds are made to the original payment method. Bank or payment-provider processing times may vary.

Where the Electronic Communications and Transactions Act cooling-off right applies, you may cancel an online purchase within seven days of receiving the goods without a reason or penalty. Only the direct return cost may be charged, and the full payment must be refunded within 30 days of cancellation. This statutory right is separate from our voluntary 14-day policy and is not limited by its conditions.

Nothing in this policy removes or reduces your rights under applicable South African consumer law.