Refund policy
At South Traders, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or incomplete product, please contact us so we can assist you with the appropriate solution.
Return Eligibility
A return may be accepted if:
- You received the wrong product.
- The product arrived damaged or defective.
- Your order is incomplete or missing an item.
- The product is unused and remains in its original packaging, where applicable.
For oil products, the product must generally be unopened, unused, and properly sealed to qualify for a return, unless the item arrived damaged or defective.
Non-Returnable Items
Products that have been opened, used, altered, damaged after delivery, or are not in their original condition may not be eligible for return.
Products returned without prior approval from South Traders may also be refused.
Reporting a Damaged or Incorrect Order
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.
You may be asked to provide your order details and clear photographs or videos showing the product, packaging, and issue so that we can review your request.
Return Process
To request a return, contact our customer support team with your order details and reason for the return.
Once your request is reviewed and approved, we will provide instructions regarding the return of the product.
Please do not send any product back without contacting us first.
Refunds
Once the returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed using the applicable payment method or another agreed method.
The time required for the refund to reach you may vary depending on the payment provider or financial institution.
Exchange
If you receive a damaged, defective, or incorrect product, we may offer a replacement where the product is available.
If a replacement is not available, an appropriate refund may be provided.
Return Shipping Costs
If the return is due to an incorrect, damaged, or defective product received from South Traders, we may cover the applicable return delivery cost.
For returns requested for reasons other than a mistake or defect on our part, the customer may be responsible for return shipping costs.
Order Cancellation
Cancellation requests should be made before the order is dispatched.
Once an order has been shipped, cancellation may no longer be possible. In such cases, the applicable return procedure will apply.
Policy Changes
South Traders reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact South Traders through the contact information provided on our website.