Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at timelessgrace26@gmail.com. Please note that returns will need to be sent to the following address: 24 Hammond str Dunnottar Nigel
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at timelessgrace26@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at timelessgrace26@gmail.com.
Timeless Grace Returns, Refunds & Exchanges Policy
Last updated: August 2026
At Timeless Grace, we want you to be happy with your purchase. We carefully inspect our products before dispatch, but if your order arrives damaged, defective, incorrect, or you simply wish to exercise a right available to you under South African law, we are here to assist.
This Returns, Refunds & Exchanges Policy applies to purchases made through our online store and is intended to operate in accordance 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"), as amended.
Nothing in this policy is intended to remove, restrict or waive any right that you have under South African law.
1. Your statutory consumer rights
Nothing in this policy limits your rights under applicable South African law.
Depending on the circumstances of your purchase, you may have rights relating to:
- cancellation of qualifying online transactions;
- defective, unsafe or poor-quality goods;
- goods that are materially different from their description;
- incorrect products;
- products damaged before or during delivery; and
- other remedies available under applicable consumer-protection legislation.
Where a statutory right applies, that statutory right takes precedence over any conflicting provision in this policy.
2. Online purchases — 7-day cooling-off period
If you purchase a Timeless Grace product through an electronic transaction and you qualify for the cooling-off right under section 44 of ECTA, you may cancel the transaction without giving a reason and without penalty within 7 days after receiving the goods, subject to the requirements and exclusions contained in the legislation.
Where this statutory cooling-off right applies:
- you do not have to provide a reason for cancellation;
- you must notify us within the applicable statutory period;
- you must return the product as required;
- the direct cost of returning the product may be charged to you; and
- where payment has already been made, the applicable refund must be processed in accordance with ECTA.
ECTA provides that the refund for a qualifying section 44 cancellation must be made within 30 days of the cancellation.
Important
The 7-day ECTA cooling-off right does not apply to every transaction. The Act contains exclusions, including certain personalised/specially made goods, goods that by their nature cannot be returned, rapidly deteriorating goods and certain other categories.
For our standard, non-personalised cosmetic and travel organiser, we will assess the particular transaction to determine whether the statutory cooling-off right applies.
3. Returns because you simply changed your mind
Where the statutory ECTA cooling-off right does not apply, Timeless Grace may offer a voluntary change-of-mind return, subject to the conditions below.
Unless otherwise required by law, the product should be:
- unused;
- clean and hygienic;
- in its original condition;
- free from stains, makeup, perfume, cosmetics, hair, dirt or other marks;
- returned with all accessories and components supplied with it;
- returned in its original packaging where reasonably possible; and
- accompanied by proof of purchase.
Because our organiser is designed to carry cosmetics, toiletries and personal items, we reserve the right to inspect returned goods for hygiene and condition before approving a voluntary change-of-mind return.
This voluntary return policy does not override any statutory consumer right.
4. Defective products
We stand behind the quality of our products.
If your Timeless Grace organiser is defective or fails to meet the applicable requirements of the CPA, you may have statutory rights to return it.
Under section 56 of the CPA, goods that fail to satisfy the requirements and standards contemplated by section 55 may generally be returned within 6 months after delivery, without penalty and at the supplier's risk and expense. Depending on the circumstances, the consumer may be entitled to a repair, replacement or refund.
Examples of potential defects may include:
- a manufacturing fault;
- a broken zip that was defective when supplied;
- stitching that has failed prematurely;
- a structural component that was defective when supplied;
- a defective hanging mechanism; or
- another material fault that means the product does not meet applicable legal standards.
Normal wear and accidental damage
Normal wear and tear, accidental damage, misuse or damage caused after delivery may not constitute a manufacturing defect.
Examples may include:
- cuts or tears caused by sharp objects;
- burns;
- stains caused by cosmetics or liquids;
- damage caused by overloading the organiser;
- damage caused by improper cleaning;
- damage caused by attempting to modify or repair the product;
- damage caused by misuse;
- damage caused by exposure to conditions contrary to the product's care instructions; or
- ordinary cosmetic wear resulting from normal use.
However, whether a product qualifies as defective is determined according to applicable law and the circumstances of the individual case, and this section does not remove any statutory rights.
5. Damaged goods received
Please inspect your parcel when it arrives.
If your Timeless Grace organiser arrives visibly damaged, please contact us as soon as reasonably possible and provide:
- your order number;
- your name and contact details;
- photographs of the product;
- photographs of the packaging; and
- a description of the damage.
This information helps us investigate the issue with the courier.
Please do not throw away the packaging until we have completed our investigation.
If the product was damaged before it reached you and you have a statutory right to a remedy, we will deal with the matter in accordance with applicable law.
6. Incorrect or incomplete orders
If you receive:
- the wrong product;
- the wrong colour;
- an incorrect quantity;
- a missing item; or
- an item materially different from what you ordered,
please contact us at:
Email: timelessgrace.co.za
Please provide your order number and photographs of the item received.
Where we have supplied the incorrect goods, we will arrange an appropriate remedy in accordance with applicable law.
7. Products that do not match their description
You are entitled to receive goods that correspond with the description, type, quality and other applicable requirements represented at the time of purchase.
If you believe your product is materially different from the product advertised or ordered, contact us immediately so that we can investigate.
Please include:
- your order number;
- photographs of the product;
- photographs of the packaging; and
- an explanation of the discrepancy.
We will assess the matter and provide the remedy required by applicable law.
8. Hygiene and product condition
Our Timeless Grace organiser is a personal-use accessory designed to carry cosmetics, skincare, toiletries and other personal items.
For voluntary change-of-mind returns, we require the product to be returned in hygienically acceptable, unused condition.
We may decline a voluntary change-of-mind return where the product has been:
- used;
- stained;
- exposed to cosmetics, creams, oils, perfumes or other substances;
- washed or improperly cleaned;
- damaged;
- altered; or
- returned in a condition that is materially different from when supplied.
This does not affect statutory rights relating to defective, unsafe or otherwise non-conforming goods.
9. How to request a return
To request a return, email:
timelessgrace26@gmail.com
with the subject:
RETURN REQUEST — ORDER #[ORDER NUMBER]
Please include:
Full name:
Order number:
Date of purchase:
Date received:
Reason for return:
Photographs (if applicable):
Preferred remedy: Refund / Replacement / Repair (where applicable)
We will respond with instructions regarding the return.
Please do not send a product back without first contacting us, unless otherwise required by applicable law.
10. Return shipping
The party responsible for return shipping depends on the reason for the return and the applicable legal right.
Change-of-mind / applicable ECTA cooling-off return
Where the statutory ECTA cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods, as provided by section 44 of ECTA.
Defective or incorrectly supplied goods
Where applicable law requires the supplier to bear the return cost, Timeless Grace will arrange or reimburse the appropriate return costs.
We will not use this policy to shift a legally required return cost onto the consumer.
11. Refunds
Once an approved return has been received and assessed, we will process the applicable refund in accordance with the relevant statutory requirement or our voluntary return policy.
Refunds will generally be made using the same payment method used for the original purchase, unless another method is agreed or required by law.
Depending on your payment provider or bank, it may take additional time for the refunded amount to reflect in your account.
Refund deductions
Where permitted by law, a refund may be reduced by an amount that the consumer is legally responsible for, such as an applicable direct return cost.
We will not deduct amounts that South African law requires us to refund.
12. Exchanges
If you would prefer a replacement rather than a refund, please tell us when submitting your return request.
For defective or non-conforming goods, the remedy available to you will be determined by the applicable provisions of South African law and the circumstances of the case.
For voluntary change-of-mind exchanges, an exchange may be offered subject to stock availability and the conditions of this policy.
13. Sale items and promotional products
Products purchased during a sale, promotion or special offer remain protected by applicable South African consumer law.
A discount or promotional price does not automatically remove statutory consumer rights.
Where a particular product is sold with a disclosed condition or limitation permitted by law, that condition will be communicated to you before purchase.
14. Gift purchases
If a Timeless Grace product was purchased as a gift, statutory rights remain with the consumer who purchased the product or otherwise has the applicable legal entitlement.
For voluntary exchanges, we may require the original order number or proof of purchase.
15. Uncollected or refused parcels
If a parcel is returned to us because:
- the delivery address supplied was incorrect;
- the customer refused delivery;
- the parcel was not collected;
- the customer was unavailable for delivery; or
- the courier was unable to complete delivery for reasons attributable to the customer,
we may contact the customer to arrange redelivery.
Any additional delivery cost may be payable by the customer where permitted by law and where the additional cost resulted from information or conduct attributable to the customer.
This clause does not affect any statutory cancellation or refund right.
16. International orders
Unless expressly stated otherwise, this policy applies primarily to purchases delivered within the Republic of South Africa.
If we accept an international order, additional laws, customs requirements, import duties, taxes and return procedures may apply.
17. Proof of purchase
We may request reasonable proof of purchase, such as:
- an order number;
- order confirmation;
- invoice;
- payment confirmation; or
- other information that reasonably identifies the transaction.
We will not use proof-of-purchase requirements to unlawfully prevent a consumer from exercising a statutory right.
18. Fraudulent or abusive return activity
We reserve the right to investigate suspected fraudulent or abusive activity, including:
- deliberately damaging products;
- submitting false claims;
- returning a different product from the one purchased;
- repeated fraudulent refund requests; or
- attempting to obtain refunds through deception.
Nothing in this section limits any legitimate statutory consumer right.
19. Our responsibility
Timeless Grace will comply with applicable South African consumer-protection laws.
Nothing contained in this Returns Policy, our website, advertising, product descriptions, invoices, emails or other communications is intended to exclude or limit liability or consumer rights where doing so would be prohibited by law.
20. Complaints
If you have a complaint about a product, delivery, refund or return, please contact us first:
Timeless Grace
Email: timelessgrace26@gamil.com
Telephone: /
Business address: /
Website: /
We will endeavour to resolve complaints promptly and fairly.
If a complaint cannot be resolved directly with us, you may have the right to pursue the matter through an applicable South African consumer-protection body, ombud or other legally available dispute-resolution mechanism.
21. Changes to this policy
We may update this policy from time to time to reflect changes to our business, products or applicable law.
The version applicable to your purchase will generally be the version in force at the relevant time, subject to any mandatory legal requirements.
22. South African law
This policy is governed by the laws of the Republic of South Africa, subject to any mandatory consumer rights and protections applicable to the transaction.