Refund policy

Last updated: 18 October 2026

Gild & Grain is a trading name of G IT Consulting (Pty) Ltd, registration number 2013/015920/07, of 5 Sycamore Street, Fairie Knowe, Cape Town, 7975, South Africa.

This policy forms part of, and must be read together with, our Terms of Service and our Shipping Policy. It applies to every purchase made from Gild & Grain.

1. Your cooling-off right (online orders)

Because you are buying online, section 44 of the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) gives you the right to cancel your order within 7 (seven) days after you receive the goods, without giving a reason.

If you cancel under this clause:

  • you must notify us in writing within 7 (seven) days of receiving the goods;
  • the goods must be returned to us unused, in their original packaging, and in a condition that allows us to resell them;
  • we will refund the purchase price within 30 (thirty) days of your cancellation;
  • you are responsible for the cost of returning the goods to us, unless we agree otherwise or the goods are defective.

This right does not apply to goods that are personalised or made to your specifications, or to goods excluded by section 42 of ECTA.

2. Defective goods – implied warranty of quality

In terms of section 56 of the Consumer Protection Act 68 of 2008 (“CPA”), all goods carry an implied warranty of quality for 6 (six) months from the date of delivery. If goods fail, are defective, or do not meet the requirements of the CPA, you may choose, at your option, a repair, a replacement, or a full refund.

Where the implied warranty applies, we carry the cost of collecting the goods from you and of delivering the repaired or replaced goods back to you.

3. Additional warranty

After the implied warranty in clause 2 has ended, we offer an additional warranty of 30 (thirty) days against manufacturing defects, unless the relevant product page states otherwise. This additional warranty does not replace or reduce the statutory rights in clause 2.

4. What the warranty does not cover

Nothing in this policy covers damage caused by:

  • normal wear and tear, including the natural patina, grain variation and colour change that genuine leather develops with use. This is a characteristic of the material, not a defect;
  • misuse, neglect, or use for a purpose other than the one the item was designed for;
  • exposure to water, chemicals, solvents or excessive heat;
  • a defect that we pointed out to you before purchase, or that you agreed to accept.

5. How to start a return

  • Email info@gildandgrain.co.za with your order number and proof of purchase, within the applicable period.
  • Do not send goods back before we have confirmed the return address in writing.
  • We will confirm the return address and tell you whether we or you carry the courier cost.

6. How long a return takes

We will resolve a valid return, refund or repair within 15 (fifteen) business days of receiving your returned goods, or of receiving your written cancellation, whichever applies.

7. Refunds

  • Refunds are made to the original payment method only. A refund cannot be transferred to a different card, bank account, or person.
  • The refund is based on the price you paid, including any discount that applied at the time.
  • We do not refund interest, bank charges, or amounts caused by exchange-rate movements.
  • Purchases paid for with a gift card are refunded as store credit or a gift card.
  • Where you return goods that have been opened, damaged or used (other than under a defect claim), we may deduct a reasonable amount for the loss in value or for restoration.

8. Repairs and replacements

  • Where you choose a repair, the turnaround depends on the nature of the repair; we will give you a timeline.
  • Replacements are subject to availability. If an identical item cannot be supplied and you chose a replacement, we will discuss a suitable alternative with you.

9. Personalised and made-to-order items

Items personalised with names, initials, branding or other customisation, and items made to your specifications, cannot be returned under the cooling-off right in clause 1, unless the item is defective or does not match what was agreed.

10. Excluded items

Gift cards, digital downloads and digital services are not returnable.

11. Third-party goods

Products you buy from a third party through a link on our website are governed by that third party’s returns policy, and any return or refund request must be made to that third party.

12. Late or missing refunds

If a refund you are due has not arrived:

  • check your bank statement again;
  • contact your bank or card issuer, as posting a refund can take a few business days;
  • if it is still outstanding, email info@gildandgrain.co.za with the refund reference and we will trace it.

13. Your statutory rights

Nothing in this policy limits any right you have under the CPA, ECTA, or any other applicable South African law. If any part of this policy conflicts with those laws, the law prevails.

14. Complaints

If you are unhappy with how we have handled a return, email info@gildandgrain.co.za and we will try to resolve it with you. If we cannot, you may refer the matter to the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, or to the National Consumer Commission.