Returns and Refunds Policy

Last updated: 5 August 2026

This policy explains your rights and our process for returns, refunds, and exchanges. It works alongside our Terms & Conditions and forms part of the agreement between you and Body and Home Manufacturing (Pty) Ltd, trading as Franelle & Co.

1. Change-of-mind returns (cooling-off period)

Under Section 44 of the Electronic Communications and Transactions Act, you may cancel your online order within 7 days of receiving it, for any reason, without penalty.

To qualify:

• The product must be unused, unopened, and in its original packaging
• For hygiene reasons, opened or used body care, bath, and home fragrance products cannot be returned under this cooling-off right, unless the product is faulty (see Section 2)
• You cover the cost of returning the goods to us

To start a return, contact us at hello@franelle.co.za within 7 days of delivery. Once we receive and inspect the returned item, we'll refund your original payment method within 30 days.

 

2. Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, please contact us at hello@franelle.co.za within 7 days of delivery with your order number and a photo of the issue where possible.

In line with Section 56 of the Consumer Protection Act, if a product is defective, unsafe, or doesn't do what it's meant to, you may choose a repair, replacement, or full refund within 6 months of delivery, at no cost to you. This right applies regardless of the cooling-off period above.

 

3. How refunds work

• Refunds are issued to your original payment method
• Approved refunds are processed within 30 days of us receiving and inspecting the returned item (faulty-item refunds are processed as soon as the fault is confirmed)
• Delivery fees are refunded only where the return is due to our error (wrong, faulty, or damaged item) — change-of-mind returns are refunded for the product price only, not the original delivery fee

 

4. What can't be returned

• Products that have been used, opened, or show signs of use (except where faulty)
• Hazardous or flammable items (for example, diffuser oils or cleaning products), which cannot be returned once dispatched for safety and courier compliance reasons, unless faulty
• Products purchased through the reseller/wholesale program — these are governed by separate reseller program terms
• Gift cards and vouchers

To process a return, please have your order number or proof of purchase ready.

If a returned item shows signs of use or damage not caused by us or the courier, we may offer a partial refund rather than a full refund, reflecting the reduced value of the item.

 

5. Exchanges

If you'd like a different product or size, the easiest route is to return the original item under Section 1 or 2 above (as applicable) and place a new order. Contact us at hello@franelle.co.za and we'll guide you through it.

 

6. Order inspection on delivery

Please check your order as soon as it arrives. If something is missing, damaged in transit, or doesn't match what you ordered, let us know within 7 days so we can resolve it quickly.

 

7. How to start a return

• Email hello@franelle.co.za with your order number and reason for return
• We'll confirm the return and provide instructions for sending the item back (or arranging collection, where applicable), including our returns address
• Once received and inspected, we'll process your refund, replacement, or repair as applicable

We recommend using a trackable courier service for returns, especially for higher-value orders — we can't guarantee receipt of items sent back without tracking, and you're responsible for the item until it reaches us.

If you haven't received your refund after we've confirmed it was processed, please check with your bank first, as it can take a few business days to reflect — then contact us at hello@franelle.co.za if it still hasn't arrived.

 

8. Questions or disputes

 

If you're not satisfied with how we've handled a return, you can escalate to the Consumer Goods and Services Ombud (CGSO), South Africa's independent dispute resolution body for consumer goods complaints, at www.cgso.org.za.

 

9. Contact us

Body and Home Manufacturing (Pty) Ltd t/a Franelle & Co Unit 6, 6 Verster Street, Paarl, Western Cape 7646, South Africa Returns & orders: hello@franelle.co.za