LITTLE CREW, BRU! — RETURN AND REFUND POLICY
Effective date: 18 August 2026
Last updated: 18 August 2026
This Return and Refund Policy applies to goods purchased online from Little Crew, Bru! (“Little Crew, Bru!”, “we”, “us” or “our”) for delivery within the Republic of South Africa.
This Policy is intended to provide only the return, cancellation, replacement and refund rights required by applicable South African law. We do not offer any additional voluntary change-of-mind return period unless we expressly agree otherwise in writing for a particular order.
Nothing in this Policy excludes, limits or replaces any right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or any other applicable law. If a provision of this Policy conflicts with a mandatory legal right, the mandatory legal right will apply and the remaining provisions will continue to operate.
1. Important statutory time periods
The following minimum statutory periods may apply, depending on the reason for the return:
1. Online change of mind: Where ECTA section 44 applies and no statutory exclusion applies, a consumer may cancel an online purchase without reason by giving us clear written notice within seven (7) days after receiving the goods. The consumer is responsible for the direct cost and risk of returning the goods.
2. Goods unsuitable for a specifically communicated purpose: Where the consumer expressly told us, before purchasing, of a particular purpose and legally relied on our skill or judgment, qualifying goods may be returned within ten (10) business days after delivery if they are unsuitable for that particular purpose, subject to the CPA.
3. Defective, unsafe or poor-quality goods: Qualifying goods must be returned or made available for return within six (6) months after delivery. Where the goods fail to meet the standards required by sections 55 and 56 of the CPA, the consumer has the remedies prescribed by the CPA.
4. Goods repaired under the CPA: If we repair qualifying goods and the same failure is not remedied, or a further failure, defect or unsafe feature appears within three (3) months after the repair, the remedies prescribed by section 56(3) of the CPA apply.
For purposes of this Policy, a “business day” excludes Saturdays, Sundays and South African public holidays.
2. No general return right outside the legal periods
Except where required by law:
● we do not accept unwanted or change-of-mind returns after the seven-day ECTA period;
● dissatisfaction with a colour, size, sound, speed, appearance, feature or performance that was accurately described is not a defect;
● finding the same or a similar product at a lower price elsewhere is not grounds for a return;
● sale, promotional, clearance or “final sale” pricing does not create an additional return right; and
● any return, exchange, credit or refund offered outside a mandatory legal right is entirely at our discretion and does not create an ongoing practice or obligation.
3. Seven-day online cooling-off return
3.1 How to cancel
Where ECTA section 44 applies, the consumer must send a clear written cancellation notice to below contact within seven days after the date on which the goods were received. The notice must identify the order number, the goods being returned and the consumer’s contact details.
Simply refusing delivery, failing to collect a parcel, returning a parcel without notice, or leaving a message with Aramex does not constitute valid notice to us.
3.2 Condition and use of the goods
The consumer must preserve the goods and may handle them only to the extent reasonably necessary to inspect their nature, characteristics and functioning. The goods must be returned without avoidable damage and, as far as reasonably possible, with all packaging, manuals, accessories, components, promotional items and free gifts supplied with them.
Use beyond reasonable inspection, damage, missing components, alteration, contamination or handling that materially reduces the value of the goods may give rise to a lawful claim or deduction by us to the extent permitted by applicable law. Original packaging is strongly requested for change-of-mind returns because it protects the goods in transit, but this requirement will not be enforced where doing so would unlawfully defeat a statutory right.
3.3 Return cost and refund
For a valid ECTA change-of-mind cancellation:
● the consumer bears the direct cost and risk of returning the goods to the authorised return address;
● we do not accept cash-on-delivery or receiver-pays returns;
● a trackable and adequately insured courier service must be used;
● the consumer must retain the return waybill and proof of delivery; and
● we will make the refund required by ECTA within the applicable statutory period, using the original payment method where reasonably possible.
4. Exclusions from change-of-mind returns
The seven-day ECTA cooling-off right does not apply where an exclusion in section 42(2) of ECTA applies. Without limiting the Act, this may include:
● goods made to the consumer’s specifications or clearly personalised;
● goods that, by reason of their nature, cannot be returned;
● goods likely to deteriorate or expire rapidly;
● food, beverages or other goods intended for everyday consumption and supplied to a home, residence or workplace;
● unsealed audio or video recordings or computer software; and
● any other category excluded by applicable law.
Where permitted by law and clearly disclosed before purchase, opened or used feeding, drinking, oral-contact, personal-care or hygiene-sensitive products may be non-returnable for change-of-mind reasons if their nature makes safe resale inappropriate.
These exclusions apply only to change-of-mind returns. They do not remove any non-excludable right relating to goods that are genuinely defective, unsafe, incorrectly supplied or materially not as described.
5. Incorrect goods, shortages and delivery damage
The consumer must inspect the parcel and goods as soon as reasonably possible after delivery. If an item is visibly damaged in transit, incorrect, incomplete or missing, the consumer should notify us immediately and provide clear photographs of:
● the outer Aramex packaging and shipping label;
● any damage to the parcel;
● the product and alleged damage or discrepancy; and
● all items and components received.
For courier-evidence purposes, we request that visible transit damage or shortages be reported within 48 hours after delivery. This 48-hour request assists us in investigating the Aramex shipment and is not intended to shorten any mandatory statutory right.
Where the CPA gives a consumer a right to reject goods because the delivered goods are not of the type or quality reasonably contemplated, or because mixed or incorrect goods were supplied, the consumer must exercise that right within the applicable statutory period, including the ten-business-day period where section 20 applies.
We may require the product and packaging to be made available for collection and inspection. Where we supplied the wrong goods or the goods were damaged before lawful delivery, we will bear the return risk and reasonable return cost where required by law.
6. Defective, unsafe or poor-quality goods
6.1 Six-month statutory warranty
A consumer may return goods that genuinely fail to meet the standards in sections 55 and 56 of the CPA within six months after delivery, without penalty and at the supplier’s risk and expense. Once a qualifying failure, unsafe feature or defect has been established, the consumer may select the remedy available under section 56 of the CPA: repair, replacement or refund.
We are entitled to inspect and, where reasonably necessary, test the returned product to determine whether the reported issue is a qualifying defect and whether an exclusion in this Policy or the CPA applies. Inspection and testing will be carried out within a reasonable time and will not be used to frustrate a valid statutory claim.
6.2 What is not a defect
To the fullest extent permitted by law, the statutory warranty does not cover a problem caused wholly or partly after the goods left our control, including:
● normal wear and tear, ordinary deterioration or expected depletion of consumable parts;
● normal reduction in rechargeable-battery capacity through use and charging cycles;
● accidental damage, impact, crushing, dropping, liquid or water exposure, excessive heat, fire, sand, dirt, corrosion, pests or improper storage;
● misuse, abuse, reckless use, commercial use of a household product, use for an unintended purpose or use outside the product’s stated limits;
● failure to follow operating, assembly, charging, cleaning, maintenance, safety, age or adult-supervision instructions;
● use of an unsuitable charger, power source, battery, accessory, replacement part or attachment;
● incorrect assembly, installation or maintenance by the consumer or another person;
● alteration, modification, disassembly, tampering, removal of identifying marks, or repair attempted by anyone not authorised by us;
● loss of parts, accessories, remotes, cables, manuals or components after delivery;
● cosmetic variations, minor measurement tolerances, packaging changes or colour differences caused by screen settings that do not make the goods materially different from their description; or
● continued use after a fault became apparent where that continued use caused or materially worsened the damage.
The above exclusions do not apply where the relevant condition itself resulted from a defect for which we remain responsible under applicable law.
6.3 Batteries and consumable components
Batteries and other consumable components naturally lose capacity or require replacement over time. Normal depletion is not a defect. A manufacturing defect in a battery or consumable component remains covered to the extent required by law.
7. Return authorisation and required evidence
Before sending any product back, the consumer must submit a written return request to contact below containing:
1. the order number and proof of purchase;
2. the consumer’s full name, telephone number and delivery address;
3. identification of the product and the remedy requested;
4. a complete description of the issue and when it first occurred;
5. clear photographs and, where reasonably requested, a short video showing the issue;
6. photographs of the packaging, shipping label, serial or batch number, and all included components; and
7. any other information reasonably necessary to assess the claim.
We will provide a return authorisation number and return instructions where a physical return is required. Products must not be sent to our supplier, manufacturer, an Aramex drop box or any address not authorised by us. An unauthorised return may be refused by the recipient or may delay the assessment, but this procedure will not be applied in a manner that unlawfully defeats a statutory right.
Providing photographs or video does not automatically prove or disprove a claim. We may require the physical product for inspection.
8. Packaging and return delivery
The sender must package the return securely in suitable protective outer packaging. The return authorisation number must be clearly included. Do not place courier labels or tape directly on retail packaging where avoidable.
All parts, accessories, remotes, chargers, cables, manuals and promotional items supplied with the product must be included where relevant to the return. Original packaging is not a condition of a valid CPA defect claim, but the consumer remains responsible for protecting the goods while return transit is at the consumer’s risk.
Where the consumer bears return risk, we are not responsible for a return that is lost, stolen, misdirected or damaged before it is delivered to our authorised return address. A trackable courier and adequate transit cover should therefore be used.
9. Assessment outcome and rejected claims
If inspection confirms a valid statutory claim, we will provide the remedy required by law.
If inspection reasonably establishes that:
● no defect exists;
● the product operates according to specification;
● the issue was caused by an excluded event described in clause 6.2;
● the product returned is not the product supplied by us;
● identifying marks or serial numbers do not match our records; or
● the claim is otherwise outside a statutory or expressly agreed right,
we may reject the claim. In that event, the consumer will be responsible for the reasonable cost of returning the product to the consumer, to the extent permitted by law. We will not dispose of a rejected product without reasonable written notice.
10. Refunds
10.1 Refund method
Approved refunds will ordinarily be made to the original payment method. We may require reasonable identity, account or payment verification to prevent fraud. We will not make a cash refund where the original purchase was not paid in cash.
A refund is treated as issued when we submit it to the payment provider. The consumer’s bank or payment provider may take additional time to reflect it, which is outside our control.
10.2 Refund timing
● A valid ECTA section 44 cancellation will be refunded within 30 days after the date of cancellation, as required by ECTA.
● A valid CPA refund will be processed within the period required by the CPA or, where the Act does not prescribe a specific number of days, within a reasonable time after the claim and remedy have been validated.
10.3 Amount refunded
The refund will be limited to the amount actually paid for the returned goods and any other amount that applicable law requires us to refund. Discounts, vouchers and bundle pricing will be allocated proportionately to determine the amount actually paid for each item.
Delivery, gift-wrapping, insurance, priority service and similar charges are not refundable unless the relevant service was not provided or applicable law requires the charge to be refunded. For a valid cancellation of an entire online order under ECTA section 44, we will refund the amounts required by that section and will charge only the direct cost of returning the goods where permitted.
Any free gift or promotional product supplied because of the purchase must also be returned if the qualifying purchase is cancelled. If it is not returned, we may deduct its reasonable value only to the extent permitted by law.
No handling, administration or restocking fee will be charged where the law prohibits it.
11. Exchanges
We do not provide a general voluntary exchange service. A consumer who validly returns an unwanted item under ECTA may place a new order for another product, subject to availability and the price applicable at that time.
This clause does not limit a consumer’s right to choose replacement as a remedy for qualifying defective goods under section 56 of the CPA.
12. Order cancellation before dispatch
A request to cancel or amend an order before dispatch must be sent immediately to hello@thelittlecrew.co.za. We will try to assist, but cannot guarantee an amendment once picking, packing, personalisation or dispatch has started.
If the parcel has already been dispatched, the consumer must follow the applicable return process. Refusing delivery or failing to collect the parcel does not remove responsibility for lawful delivery and return charges. Any cancellation fee for a lawful advance order will not exceed a reasonable amount permitted by the CPA.
13. Aramex delivery, incorrect addresses and unclaimed parcels
The consumer is responsible for providing a complete and accurate physical delivery address, postal code, telephone number and recipient details. Aramex does not deliver Store-to-Door parcels to P.O. boxes and ordinarily requires a signature at delivery.
Delivery may be accepted at the address by the consumer or by another person who reasonably appears authorised to receive the parcel. Risk remains with us until lawful delivery has taken place, as required by the CPA. After lawful delivery, loss, theft or damage caused after delivery is the consumer’s risk, except to the extent caused by a pre-existing defect or otherwise covered by law.
Where delivery fails because the consumer supplied an incorrect or incomplete address, was unavailable, refused a valid delivery, or failed to respond to reasonable courier communications, the consumer may be charged the actual reasonable redelivery, address-correction, return-to-sender or remote-area cost, to the extent permitted by law.
If tracking shows a parcel as delivered but the consumer cannot locate it, the consumer must notify us as soon as reasonably possible so that an Aramex investigation can be opened. We may require confirmation from the recipient, delivery address and courier before deciding the claim.
14. Fraudulent, switched or abusive returns
We may refuse a return and take appropriate lawful action where there is reasonable evidence of return fraud, including returning a different product, substituting parts, altering serial numbers, deliberately damaging goods, falsely claiming non-delivery, or misrepresenting the cause of damage.
We reserve the right to retain relevant records, photographs, courier evidence and assessment reports, contest an improper chargeback, recover proven losses where legally entitled, and report suspected unlawful conduct to the payment provider or appropriate authorities.
15. Important limitation and safety notice
PLEASE READ THIS CLAUSE CAREFULLY. IT LIMITS OUR LIABILITY ONLY TO THE EXTENT PERMITTED BY SOUTH AFRICAN LAW.
Children’s toys and products must be used only for their intended purpose, within the stated age guidance, in accordance with all instructions and warnings, and with appropriate adult supervision. The consumer is responsible for ensuring that the product is suitable for the particular child and environment and for preventing access to small parts, batteries, charging equipment and other hazards.
To the fullest extent permitted by law, we are not liable for loss or damage caused by misuse, abuse, lack of required supervision, failure to follow instructions or warnings, unauthorised modification or repair, customer-supplied accessories, normal wear and tear, or events occurring after lawful delivery that are outside our control.
To the fullest extent permitted by law, we are not liable for indirect, incidental, special or consequential loss that was not reasonably foreseeable at the time of purchase.
Nothing in this Policy excludes or limits liability for gross negligence, unsafe or defective goods, inadequate legally required warnings, death or personal injury, statutory product liability under section 61 of the CPA, or any other liability that cannot lawfully be excluded or limited.
16. Chargebacks and payment disputes
Consumers should contact us first and allow a reasonable opportunity to investigate and resolve a return, delivery or payment concern. This does not remove any lawful right to approach a payment provider or consumer body.
We may provide the payment provider with the order record, acceptance of store terms, correspondence, tracking, proof of delivery, photographs and assessment results when responding to a chargeback. A chargeback does not create a right to keep both the goods and the purchase price.
17. Disputes and applicable law
This Policy and all purchases are governed by the laws of the Republic of South Africa.
Please send a complaint first to contact details below, including the order number and supporting information, so that we can investigate. If the matter cannot be resolved directly, the consumer may use any dispute-resolution forum or remedy available under applicable law, including the Consumer Goods and Services Ombud or National Consumer Commission where applicable.
Nothing in this clause requires a consumer to waive a statutory right or the jurisdiction of a competent court, tribunal, commission or ombud.
18. Severability and policy changes
If any provision of this Policy is found to be unlawful, invalid or unenforceable, that provision will be read down or severed only to the minimum extent necessary. The remaining provisions will continue to apply.
We may update this Policy prospectively. The version presented or made available when an order was placed will govern that order, subject to any later change in mandatory law.
19. Contact and operator details
Trading name: Little Crew, Bru!
Returns address: Supplied only after return authorisation
Email: hello@thelittlecrew.co.za
Website: www@thelittlecrew.co.za
Do not send a return to the physical business address unless we have expressly confirmed that address in the return authorisation.