Refund policy

🌿 The Branch – Return & Refund Policy

Last updated: 29 January 2026

This Return and Refund Policy is governed by the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Nothing in this policy limits your statutory rights under these laws.

1. Statutory Right of Return (Goods)

1.1 Defective, Unsafe, or Faulty Goods (CPA – Up to 6 Months)

If any product purchased from The Branch is found to be defective, unsafe, or not of acceptable quality, you may return it in accordance with the CPA.

  • Within 30 days of delivery:
    Once a defect is confirmed, you may choose one of the following remedies:

    • A full refund

    • A replacement

    • A repair

  • After 30 days but within 6 months:
    The CPA still applies. Where appropriate, we may elect to repair or replace the goods before issuing a refund.

Return Costs:

  • Where goods are confirmed to be defective or unsafe, the return will be at our cost and risk, as required by the CPA.

  • If, after inspection, no defect is found or the issue is determined to be caused by misuse, alteration, accidental damage, or normal wear and tear, the customer will remain responsible for all return and courier costs.

All returns must be accompanied by proof of purchase and are subject to inspection.

1.2 Cooling-Off Period (Online Purchases – 7 Days)

If you purchased goods online via our website, you may cancel the transaction within 7 days of receiving the goods, without penalty and without providing a reason, in terms of the ECT Act.

  • Refunds:
    A full refund will be processed within 30 days of cancellation.

  • Return Costs & Risk:
    The customer is responsible for the cost and risk of returning the goods.

  • Condition of Goods:
    Goods must be returned in their original, unused condition, with all packaging intact where reasonably possible.

1.3 Direct Marketing Sales (5 Business Days)

If a purchase resulted directly from unsolicited direct marketing, you may cancel the transaction within 5 business days of receiving the goods.
The customer bears the cost and risk of returning the goods.

2. Goods Excluded From Return (Final Sale Items)

For reasons of public health, hygiene, safety, and regulatory compliance, the following goods cannot be returned, refunded, or exchanged, unless they are proven to be defective or unsafe at the time of delivery, as permitted under Sections 20 and 56 of the CPA:

Final Sale Categories

  • THC & Regulated Products
    All products containing THC are final sale once they leave The Branch’s premises.
    No returns, refunds, or exchanges are permitted.

  • Consumable & Wellness Products
    Any consumable, ingestible, or topical product that has been opened, used, or partially consumed, including (but not limited to):

    • Seeds

    • Tinctures

    • Edibles

    • Oils

    • Personal care and wellness products

  • Grow Supplies (Opened or Used)
    Soils, nutrients, growing media, or cultivation inputs that have been opened, mixed, or applied.

  • Altered or Installed Goods
    Any product that has been disassembled, modified, installed, or permanently attached to another item.

These exclusions exist to protect customers, ensure compliance, and maintain product integrity.

3. Services & Experiences (Bar & Lounge, Events, Bookings)

3.1 Cancellations

For prepaid services, events, classes, or Bar & Lounge bookings:

  • You may cancel in advance.

  • A reasonable cancellation fee may apply depending on the notice period given.

  • Deposits may be partially or fully non-refundable for late or no-show cancellations.

3.2 Unsatisfactory Service

If a service provided by The Branch is materially substandard (and not merely a matter of personal preference), you may request:

  • A remedy of the service, or

  • A reasonable partial refund, in line with the CPA.

4. Refund Process

Step 1: Notify Us

Please email shop@thebranchkzn.co.za within the applicable return period and include:

  • Your order number

  • A description of the issue

  • Supporting photos or information where applicable

Step 2: Assessment

Returned goods may be inspected before a refund, replacement, or repair is approved.
Assessments are typically completed within 7–10 business days of receipt.

Step 3: Refund Method

  • Approved refunds will be issued via EFT to the original purchaser.

  • Refunds will be processed within 30 days of confirmation.

Handling Fees

For non-defective goods returned during the cooling-off period, we may charge a reasonable handling fee if goods are not returned in their original condition or packaging (unless packaging was unavoidably damaged during inspection).

5. No General “Change of Mind” Returns

The CPA does not provide a general right to return goods due to:

  • Buyer’s remorse

  • Change of preference

  • Incorrect selection

Unless the purchase qualifies under the 7-day or 5-day cooling-off periods, such returns will not be accepted.

6. Contact Details

📧 Email: shop@thebranchkzn.co.za
📍 Returns Address:
978 Kings Road
Shelly Beach
4265
South Africa

By purchasing goods or services from The Branch, you acknowledge that you have read and understood this Return and Refund Policy.