Refund policy

HER NEXT

RETURNS, REFUNDS & EXCHANGES POLICY

Last Updated: 11 August 2026

Thank you for shopping with Her Next (“we”, “us”, “our” or “the Store”).

We want you to be happy with your purchase. This Returns, Refunds & Exchanges Policy explains when and how products purchased from Her Next may be returned, exchanged or refunded.

This policy applies to purchases made through our online store and is intended to comply with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

Nothing in this policy is intended to limit, exclude or waive any right that a consumer has under applicable South African law. Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.

1. CHANGE-OF-MIND RETURNS FOR ONLINE PURCHASES

If you purchase our 3-in-1 Work Tote Bag through our online store, you may have a statutory right to cancel the transaction without giving a reason within the applicable seven-day cooling-off period provided for by ECTA.

Where this statutory cooling-off right applies:

You must notify us of the cancellation within the applicable seven-day period.
The product must be returned to us.
The direct cost of returning the product may be for your account, as permitted by law.
The product should be returned safely and with all accessories, components and items supplied with it.
We will process the applicable refund in accordance with the law once the cancellation and returned product have been received and processed.

The ECTA cooling-off right is subject to the statutory exclusions contained in ECTA.

Important

The seven-day cooling-off period is not the same as a general “I changed my mind” return period offered by Her Next.

Once the applicable statutory cooling-off period has expired, we do not provide additional discretionary change-of-mind returns unless expressly stated by us in writing.

Subject to your statutory rights, we do not accept returns merely because:

you no longer want the product;
you ordered the wrong colour;
you ordered the wrong quantity;
you changed your mind after the applicable cooling-off period;
the product does not match your personal style or preference;
you found the product cheaper elsewhere; or
you expected the product to be different despite it being accurately described on our website.

2. CONDITION OF PRODUCTS RETURNED

Where a return is permitted by law or expressly accepted by us, the product should be returned in a condition that allows us to reasonably identify and inspect it.

Where applicable, please return the product with:

all original accessories;
detachable components;
straps and inserts supplied with the product;
packaging supplied with the product;
labels and tags, where reasonably possible; and
proof of purchase or order number.

You should take reasonable care of the product while it is in your possession.

Nothing in this section removes or limits any statutory consumer right that applies where goods are defective, unsafe, unsuitable for their intended purpose or otherwise fail to meet the requirements of the CPA.

3. DEFECTIVE, DAMAGED OR UNSAFE PRODUCTS

We stand behind the quality of our products.

Under the CPA, consumers have statutory rights in relation to goods that are defective, unsafe, of poor quality or otherwise fail to meet applicable statutory requirements.

Where the 3-in-1 Work Tote Bag is defective within the applicable statutory warranty period, you may be entitled to return the product without penalty and at the supplier's risk and expense, subject to the CPA.

The CPA provides an implied warranty of quality for six months from delivery. Where applicable, the consumer may direct the supplier to repair, replace or refund defective goods in accordance with the CPA.

Examples of a potential manufacturing defect may include:

a stitching failure occurring under normal intended use;
a broken component that was defective when supplied;
a manufacturing fault affecting the bag's intended functionality;
a structural defect materially affecting normal use; or
another material manufacturing defect that existed when the product was supplied.

Her Next may reasonably inspect or assess a product to determine whether the reported problem is consistent with a manufacturing defect or another cause.

4. DAMAGE CAUSED BY MISUSE OR NORMAL WEAR AND TEAR

A product will not ordinarily be considered defective merely because it has been damaged through misuse, abuse, neglect, alteration or use outside its intended purpose.

Examples may include:

overloading the bag beyond its intended capacity;
damage caused by sharp objects;
cuts, punctures, tears or burns caused after delivery;
damage caused by improper cleaning;
exposure to chemicals or substances that damage the material;
unauthorised alterations or modifications;
damage caused by pets or other animals;
damage caused by accidents;
damage resulting from using the product contrary to care instructions;
cosmetic deterioration resulting from ordinary use; or
ordinary wear and tear consistent with reasonable use.

Where an alleged defect is caused by misuse, accidental damage or ordinary wear and tear rather than a manufacturing defect, the statutory remedies applicable to defective goods may not apply.

We may request reasonable information, photographs or videos to assess a reported problem.

5. DAMAGE DURING DELIVERY

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible after delivery and provide photographs of:

the outer packaging;
the shipping label;
the damaged product; and
any visible damage to the packaging or contents.

Please retain the packaging until Her Next has advised you that it may be discarded.

We will investigate delivery-related damage and, where Her Next or its delivery arrangements are responsible, provide the remedy required by applicable law.

6. INCORRECT OR INCOMPLETE ORDERS

If we send you:

the wrong product;
the wrong colour or variation;
an incorrect quantity; or
a product missing an item supplied as part of your order,

please contact us as soon as reasonably possible after receiving your order.

We will investigate the issue and, where the error is attributable to us, arrange an appropriate remedy in accordance with applicable law.

Where Her Next has sent an incorrect item, we may arrange its return or collection and provide the correct item or applicable refund.

7. EXCHANGES

We do not guarantee exchanges for change-of-mind purchases.

Where an exchange is not required by law, an exchange may only be offered at our discretion and subject to:

stock availability;
the product being eligible for exchange;
the applicable return conditions being met; and
any applicable price difference being paid or refunded.

An exchange is not available where the requested replacement product is unavailable.

Where a consumer has a statutory right to a particular remedy under applicable law, this discretionary exchange provision does not limit that right.

8. SALE, PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased during promotions, sales or with discount codes remain subject to all applicable consumer rights.

A product cannot be described as “sale”, “clearance” or “discounted” for the purpose of removing a consumer's statutory rights.

Where a discounted product is defective or otherwise does not comply with applicable legal requirements, the consumer's statutory rights remain unaffected.

9. PRODUCTS WITH MINOR COSMETIC VARIATIONS

Our products may contain minor variations in colour, texture, stitching, positioning or appearance due to manufacturing processes, materials, lighting, photography, screen settings or the nature of the product.

Minor variations that do not materially affect the product's functionality or conformity with its description will not necessarily constitute a defect.

We make reasonable efforts to ensure that product photographs and descriptions accurately represent our products. However, screen settings and photographic lighting may cause colours to appear slightly different on different devices.

10. HOW TO REQUEST A RETURN

To request a return, please contact:

Her Next Customer Service
Email: hernextza@gmail.com

Please provide:

your full name;
order number;
date of purchase;
product purchased;
reason for the return;
photographs or videos where relevant; and
your preferred remedy where applicable.

Please do not send products back without first contacting Her Next and receiving return instructions.

This allows us to correctly identify your order and provide you with the appropriate return instructions.

11. RETURN SHIPPING

Where the consumer exercises a statutory right that requires the supplier to bear the return cost, the applicable return cost will be handled in accordance with South African law.

For voluntary returns that are not required by law and that Her Next agrees to accept, the consumer may be responsible for the direct cost of returning the product.

We will communicate any applicable return-shipping responsibility before the return is processed.

12. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected to:

verify the product;
confirm that it was purchased from Her Next;
assess the reported defect or problem;
determine whether the reported problem is consistent with normal use;
identify possible accidental damage, misuse or alteration; and
determine the appropriate remedy where the law permits assessment.

Inspection does not remove or reduce any consumer rights that apply under the CPA or other applicable legislation.

13. REFUNDS

Where a refund is legally required or approved by Her Next, the refund will generally be made using the original payment method where reasonably possible.

We will not intentionally delay a refund where applicable law requires us to process it within a specified period.

Depending on the payment provider and banking institution, the actual time for the funds to appear in the customer's account may vary.

Her Next is not responsible for delays caused solely by a customer's bank, payment provider or other third-party financial institution.

14. FRAUDULENT OR UNAUTHORISED TRANSACTIONS

Where we reasonably suspect that an order was placed using fraudulent payment information, stolen payment credentials, false information or another unauthorised method, Her Next may suspend or investigate the transaction and may cooperate with the relevant payment provider, bank or law-enforcement authority.

Nothing in this section affects a consumer's lawful rights or any investigation or chargeback process applicable to a legitimate transaction.

15. UNDELIVERED, REFUSED OR INCORRECTLY ADDRESSED ORDERS

Customers are responsible for providing accurate delivery information at checkout.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, repeatedly failed to accept delivery, or otherwise caused the delivery failure, Her Next may contact the customer to arrange redelivery.

Any additional delivery costs arising directly from incorrect information supplied by the customer may be charged to the customer where legally permissible and where the customer agrees to the additional delivery arrangement.

This provision does not limit any rights the consumer may have where the delivery failure was caused by Her Next or its appointed delivery provider.

16. UNCLAIMED RETURNS

If a customer returns a product without providing sufficient information to identify the order, Her Next will make reasonable efforts to identify the sender.

Where we cannot reasonably identify the sender, we may retain the item while attempting to resolve the matter.

We will not intentionally use this provision to defeat a consumer's statutory rights.

17. NO “VOETSTOOTS” EXCLUSION OF CONSUMER RIGHTS

Her Next does not sell products on a “voetstoots” basis for the purpose of excluding statutory consumer protections.

Any attempt to describe a product as “voetstoots”, “no returns”, “all sales final” or similar does not remove statutory consumer rights where those rights apply.

18. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, Her Next will not be responsible for loss or damage arising from:

improper use of the product;
use contrary to the product's instructions or care recommendations;
unauthorised modification or alteration;
accidental damage;
normal wear and tear; or
circumstances outside our reasonable control.

Nothing in this section excludes or limits liability or a consumer remedy where such exclusion or limitation is prohibited by applicable law.

19. STATUTORY RIGHTS ARE PRESERVED

This policy is not intended to replace or restrict any rights available to consumers under South African law.

In particular, nothing in this policy excludes or limits rights that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable legislation.

Where South African law provides a consumer with a remedy that is more favourable than this policy, the applicable statutory right will prevail.

20. POLICY CHANGES

Her Next may update this Returns, Refunds & Exchanges Policy from time to time to reflect changes to our business, products or applicable legislation.

The version published on our website at the time of your purchase will generally apply to that transaction, subject to any mandatory legal requirements that apply.

21. CONTACT US

If you have a question about a return, refund or exchange, please contact: