Returns & Exchanges

General Policy and Exclusions

What if I change my mind about a purchase?

Due to the nature of our handcrafted products and for strict quality control, we cannot offer refunds or exchanges if you simply change your mind after receiving your order.

We can only replace, exchange, or issue a refund for an item that is damaged, defective, incorrect, or missing from your order.

For any valid claim (excluding damage reported on arrival), the item must be returned with the seal unbroken and in its original packaging.

 

Damaged, Defective, or Incorrect Goods

What should I do if my order is damaged, defective, or incorrect?

The Cottage Garden carefully inspects all products before they are dispatched. However, if your goods arrive damaged, defective, or not as per your order, we will work quickly to rectify the situation.

Crucially, you must notify us within ONE HOUR of receiving your parcel to log a claim.

To log a claim, please follow these steps:

  1. Contact us immediately via email at info@thecottagegarden.co.za or via WhatsApp/Call at +27 81 672 9437.

  2. Provide a clear photograph of the damaged or incorrect item and its packaging.

  3. Once the claim is logged and confirmed, we will arrange to pick up the damaged goods from your location at our expense.

  4. We will then organize a replacement shipment or issue a full refund/store credit, based on your preference.

 

Missing Items

What if an item is missing from my order?

If you notice a product is missing from your delivered parcel, you must contact The Cottage Garden immediately via email at info@thecottagegarden.co.za or phone at +27 81 672 9437.

We will verify the order and promptly send the missing product to you, covering all delivery charges for the new shipment.

 

Logistics: How to Return an Item

For all approved returns (damaged, defective, or incorrect items), we will coordinate the return process with you:

  • We will provide you with the specific address for the return.

  • The Cottage Garden will cover all shipping costs associated with the return and the subsequent replacement shipment.