Returns, Refunds & Delivery

We want you to love everything you order from Online Addict. This page explains how delivery works, how to return something and how refunds are paid. It doesn’t take away any of your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

Delivery

Where we deliver

We deliver nationwide across South Africa We are an online store and deliver to your door — there is no collection point.

What delivery costs

• Delivery is R150 per order, no matter how many items are in it.
• Orders over R1 500 get FREE delivery (products only — before delivery is added).
• The minimum order value is R120 (products only, before delivery).
• The exact delivery cost is always shown in your cart and at checkout before you pay.

How long it takes

Every product page shows an estimated “Delivery by” date. As a guide, we get your order ready in 1–3 business days and the courier then takes 2–8 business days, depending on where you are. Business days are Monday to Saturday, excluding public holidays. Remote areas can take a little longer.

We are a marketplace, so some products are supplied by our approved sellers. If your order contains items from different sellers, it may arrive in more than one parcel — you only pay delivery once.

Tracking and receiving your order

• We email you when your order is placed and every time its status changes, with a link to track it.
• Someone aged 18 or older must be available to receive the parcel at the delivery address.
• Please check the parcel when it arrives. If the packaging is badly damaged, note it on the courier’s delivery slip, take photos, and let us know as soon as possible.
• If a delivery fails because nobody was available or the address was wrong, the courier may charge a re-delivery fee, which we’ll confirm with you first.

Cancelling an order

You can cancel any order free of charge before it has been dispatched — just contact us with your order number and we’ll refund you in full.

Changed your mind? (cooling-off period)

Under the ECTA you may cancel your purchase without giving a reason within 7 days after delivery.

• The item must be unused, in its original, sealed packaging, with all parts, labels and free gifts included.
• If you return your whole order, we refund everything you paid, including the original delivery fee. You only pay the direct cost of sending the item back to us.

For health, safety and hygiene reasons, and as allowed by the ECTA, the cooling-off period does not apply to:

• food, drinks, groceries and other goods for everyday household use;
• perishable items, or items that expire quickly;
• personal-care, cosmetic, hygiene and baby-care products that have been opened or whose seal is broken;
• items made or personalised to your specifications.

This only covers change-of-mind returns. If any of these items is faulty, damaged or not what you ordered, you are fully covered below.

Faulty, damaged or wrong items

Under the CPA, everything you buy must be of good quality, work as it should and match its description. If an item is defective, unsafe or not what you ordered, you may return it within 6 months of delivery and choose a repair, a replacement or a full refund. We pay the cost of getting it back to us.

• If something arrives damaged, broken, leaking or is the wrong item, please tell us as soon as you can — ideally within 48 hours — and send photos so we can sort it out quickly.
• If an item is close to or past its expiry date when it arrives, contact us and we will replace or refund it.
• This doesn’t cover damage caused by misuse, accidents, or normal wear and tear.

How to return something

1. Contact us by sales@onlineaddict.co.za or WhatsApp / phone 0659302248 with your order number, the item(s) you want to return, the reason, and photos if it is faulty or damaged.
2. We’ll reply within 1–2 business days with return instructions — for faulty, damaged or wrong items we arrange the collection.
3. Pack the item securely, in its original packaging where possible, and include your order number.
4. We inspect returned items within 5 business days of receiving them and let you know the outcome.

Refunds

• Refunds are paid back to the payment method you used (card refunds go back to the same card).
• Once your return is approved we process the refund within 10 business days, and always within 30 days as the ECTA requires. Your bank may take a few extra days to show it.
• If you prefer, we can give you store credit or an exchange instead.
• If only part of an order is returned for a change of mind, the original delivery fee is not refunded unless the whole order comes back.

Need help?

We’re here to help: sales@onlineaddict.co.za · 0659302248. You can also read our Terms & Conditions.

Last updated: 18 October 2026