Refund policy

Returns & Refunds Policy

Effective Date: 1 August 2026

Thank you for shopping with Potty Paper.

We are committed to providing quality products and excellent customer service. This Returns & Refunds Policy explains when products may be returned, exchanged or refunded and forms part of the Terms & Conditions governing your use of our Website.

1. Definitions

For the purposes of this Policy:

Business Day means any day other than a Saturday, Sunday or South African public holiday.

Delivery means the date on which the Products are delivered to the delivery address provided when placing the order.

Order means any purchase of Products made through the Potty Paper Website.

Products means all products sold by Potty Paper.

Proof of Purchase means a valid order confirmation, invoice or receipt issued by Potty Paper.

Website means the Potty Paper online store.

2. Change of Mind Returns

Although customers do not have an automatic right to return goods simply because they have changed their mind, Potty Paper offers a voluntary return policy for eligible Products.

You may return Products within 7 days of Delivery where:

the Products are unopened;
the Products remain in their original sealed packaging;
the Products have not been used;
the Products are returned in a clean, resaleable condition;
all original packaging and included components are returned where reasonably possible; and
Proof of Purchase is provided.

To initiate a return, you must contact Potty Paper before returning any Products.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Refunds will only be processed once the returned Products have been received and inspected.

3. Non-Returnable Products

For health and hygiene reasons, the following Products cannot be returned unless they are faulty, damaged or incorrectly supplied:

Products that have been opened.
Products that have been unsealed.
Products that have been used.
Products that are not returned in a resaleable condition due to the actions of the customer.

Nothing in this section affects any rights you may have under applicable consumer protection laws.

4. Faulty, Damaged or Incorrect Products

If you receive Products that are:

faulty;
defective;
unsafe;
damaged during delivery; or
different from those ordered,

please contact Potty Paper as soon as reasonably possible.

Once the returned Products have been inspected and confirmed to be faulty or incorrectly supplied, you may be entitled to a replacement, refund or any other remedy available under applicable consumer protection laws.

Where the return is approved because the Products were faulty, damaged or incorrectly supplied, Potty Paper will bear the reasonable cost of return shipping.

5. Products Damaged Through Misuse

Returns, refunds or replacements will not be provided where Products have become damaged due to:

misuse;
negligence;
improper storage;
accidental damage;
normal wear and tear; or
use contrary to any instructions or warnings provided.

This does not affect any rights you may have where the Products were faulty at the time they were supplied.

6. Order Cancellations

Orders may be cancelled before they have been dispatched.

If an Order has already been dispatched, it cannot be cancelled and may only be returned in accordance with this Policy.

Where a refund is due following cancellation before dispatch, the refund will be processed using the original payment method wherever reasonably possible.

7. Cooling-Off Rights

Where your purchase qualifies for a statutory cooling-off period, you may cancel the transaction within the applicable cooling-off period and return the Products in substantially the same condition in which they were supplied.

8. Inspection of Returned Products

All returned Products are inspected before a refund or replacement is approved.

A return request may be declined if the Products do not meet the requirements of this Policy.

Where a return is declined, the Products may be returned to the customer at the customer's expense.

9. Refunds

Approved refunds will be processed using the original payment method wherever reasonably possible.

Please allow 5 to 10 Business Days after approval for your financial institution to process the refund.

Where permitted by law, any reasonable charges incurred as a result of an incorrect or incomplete delivery address supplied by the customer may be deducted from the refund.

10. Promotions, Bundles and Free Gifts

Where an Order included a free promotional item or formed part of a bundle offer, all Products included in the promotion must be returned in order to qualify for a full refund, unless otherwise required by law.

11. Delivery Issues

If your Products appear to have been damaged during transit, please notify Potty Paper within 48 hours of Delivery, where reasonably possible.

Please retain the original packaging and provide photographs to assist us in investigating the issue.

12. Returning Products

Before returning any Products, please contact Potty Paper to obtain return instructions.

When requesting a return, please provide:

your full name;
your order number;
Proof of Purchase;
a description of the issue; and
photographs where applicable.

Customers arranging their own return shipment are responsible for ensuring that the Products are packaged securely and reach Potty Paper safely. Potty Paper is not responsible for Products that are lost or damaged during return transit where the customer has arranged the return shipment.

13. Consumer Rights

Nothing in this Returns & Refunds Policy limits, excludes or restricts any rights you may have under applicable South African consumer protection laws. Where this Policy is inconsistent with applicable law, the applicable law will prevail.

14. Changes to this Policy

Potty Paper may update this Returns & Refunds Policy from time to time.

Any amendments will apply to Orders placed after the updated Policy has been published on the Website.

15. Contact Us

If you have any questions regarding this Policy or wish to request a return, please contact us:

Potty Paper

1st Floor, Liberty Life Building, 21 Aurora Drive

Umhlanga

4301

KwaZulu-Natal

South Africa

Phone: 065 756 5552