Refund policy

Thank you for shopping at Home Hyper City. We are committed to providing quality products and excellent service. This policy outlines the conditions under which returns, exchanges, and refunds may be considered.

Please read this policy carefully before completing your purchase.

How to Initiate a Return

All return, exchange, or refund requests must be initiated by email before any items are sent back. Please contact us at hello@homehypercity.co.za with your order number and a detailed explanation of your request.

Items returned without prior communication will not be processed.

Return Window

Our return window is 14 days from the date of delivery. If more than 14 days have passed since your delivery, we are unfortunately unable to offer a return, exchange, or refund.

Non-Returnable Items

Due to the nature of our products, the following items are not eligible for return or refund:

• Cut or Measured Fabrics: Any fabric sold per metre or cut to order, including dress fabrics, curtaining, upholstery, and similar textile products. Fabrics that are cut to a customer's specified length are considered custom-processed and cannot be resold.
• Haberdashery Items: Items such as zips, needles, threads, buttons, glues, fabric paints, dyes, and similar accessories are final sale.
• Installed or Assembled Items: Products that have been installed, mounted, or assembled — including light fixtures, appliances, curtain rods, rails, and similar items — are not eligible for return once installation has taken place.

These exclusions are in line with the South African Consumer Protection Act and are based on hygiene, customisation, or product integrity considerations.

General Return Conditions

To be eligible for a return, the item must be:

• Unused and in the same condition as when it was received
• In its original, unopened packaging with all tags and labels intact
• Accompanied by your order confirmation number

Items that do not meet these conditions may be declined for return at our discretion.

Faulty or Defective Products

In accordance with the Consumer Protection Act (CPA), if a product is found to be defective or not as described, you are entitled to a repair, replacement, or refund within 6 months of purchase.

This does not apply to damage resulting from misuse, improper handling, failure to follow care instructions, or normal wear and tear.

If you believe you have received a faulty or defective item, please notify us as soon as possible at hello@homehypercity.co.za with your order number, a description of the issue, and supporting photographs where possible.

Where a return is approved due to a defect or an error on our part, Home Hyper City will arrange courier collection at no cost to you.

Fabric and Textile Disclaimer

Customers should be aware of the following characteristics inherent to fabric and textile products:

• Dye-lot variations occur across all fabrics and certain textile products and are unavoidable. Customers are encouraged to examine products upon delivery, taking into account their generally intended purpose and normal use. Subtle textures, slubs, colour variations, and weaving irregularities associated with natural fibres are characteristic of these materials and are not considered defects.
• Sunlight exposure: Home Hyper City will not accept responsibility for fabrics or textiles that fade or deteriorate as a result of prolonged exposure to harsh or direct sunlight. Fading and wear resulting from sunlight exposure are considered fair wear and tear consistent with normal intended use.
• Chemical treatment: Home Hyper City will not be held responsible for any damage resulting from fabric being chemically treated, incorrectly cleaned, or improperly handled after purchase.
• Commercial tolerance: In line with SABS quality standards, up to 5 flaws within 50 metres of fabric are considered commercially tolerable and do not constitute grounds for a return or refund.

Online Orders — Right to Cancel

As per the Electronic Communications and Transactions Act (ECTA), customers who purchase online may cancel their order within 7 days of receiving the goods, provided the product is not:

• An item excluded under our non-returnable items policy
• A product that has been installed, assembled, or altered in any way

This cooling-off period does not override the non-returnable item exclusions listed above.

Return Shipping

For change-of-mind returns, the customer is responsible for arranging and covering the cost of return shipping. Home Hyper City is not liable for items lost or damaged during return transit when a customer uses their own courier service.

For defective or incorrectly fulfilled orders, Home Hyper City will arrange courier collection at our expense.

Delivery Inspection and Claims

We strongly advise all customers to inspect parcels upon delivery. Do not accept any items if the packaging is visibly damaged, crushed, or tampered with.

A signed waybill constitutes proof of delivery and acceptance of the goods in satisfactory condition.

Claims for items received short or incomplete must be reported within 7 days of delivery with adequate supporting evidence. Claims submitted after this period cannot be processed, as Home Hyper City utilises third-party courier services and cannot be held liable once delivery has been completed and the waybill has been signed by the receiving party.

Refunds

Once a returned item is received and inspected, we will notify you of the outcome by email. Approved refunds will be processed within 7 business days and issued to your original payment method.

If you have not received your refund within this timeframe, we suggest the following steps:

1. Check your bank account once more, as transactions may take time to reflect.
2. Contact your credit card provider or bank, as processing times may vary.
3. If you have completed these steps and still have not received your refund, please contact us at hello@homehypercity.co.za.

Policy Abuse

Home Hyper City reserves the right to limit or reject returns where there is reasonable suspicion of policy abuse or fraudulent behaviour.

Management Discretion

Home Hyper City reserves the right to assess and make a final decision regarding the eligibility of any return, exchange, or refund based on the circumstances and compliance with this policy. All such decisions are final.

Agreement

By purchasing from Home Hyper City, you acknowledge and agree to the terms outlined in this policy. We aim to provide clear and fair conditions to ensure a smooth experience for our customers while respecting the unique nature of our products.