Returns & Refunds Policy

Contact email for returns: support@bracewell.co.za



At Bracewell, we want you to shop with confidence. This Returns & Refunds Policy explains when you may return products, when you may receive a refund, replacement or exchange, and the conditions that apply.

This policy is intended to align with applicable South African consumer law, including the Consumer Protection Act, 2008 (“CPA”) and, where applicable, the Electronic Communications and Transactions Act, 2002 (“ECT Act”). Nothing in this policy limits any rights you may have under South African law.

1. Change-of-mind returns for online orders

For qualifying online purchases, you may cancel and return your order within 7 days after receiving the goods, without giving a reason. In that case:

  • the goods must be returned to us promptly, unused where possible, and in their original packaging;

  • you will be responsible for the direct cost of returning the goods;

  • once the return is received and inspected, we will process any refund due in accordance with applicable law.

To request a cancellation under this section, email us at support@bracewell.co.za with your order number and reason “cooling-off return”.

2. Unopened hygiene-sensitive products

Because Bracewell products are oral-care products, change-of-mind returns will only be accepted if the product is returned unused, unopened, and in its original sealed packaging, unless the return is required by law.

This rule does not take away any statutory rights you may have if the goods are defective, unsafe, damaged, incorrect, or otherwise returnable under South African law.

3. Defective, damaged, incorrect or unsafe goods

If your goods are defective, unsafe, damaged on arrival, not what you ordered, or otherwise fail to meet the standards required by law, please contact us as soon as reasonably possible.

Under the CPA, if goods fail to meet the standards in section 55, you may generally return them within 6 months of delivery, and you may direct us to repair, replace, or refund them. For returns under this statutory warranty, the return is generally at the supplier’s risk and expense.

If we delivered goods that you did not have a reasonable opportunity to examine before delivery, mixed goods, or goods unsuitable for a specific purpose you clearly communicated to us, the CPA also provides return rights in certain cases, generally with refund rights and supplier-paid return risk/expense for those categories.

4. When returns may be refused

We may refuse a return, exchange or refund request where permitted by law, including where:

  • the product was misused, abused, altered, or used contrary to instructions;

  • the issue is caused by fair wear and tear;

  • the product has been opened or used and the return is based only on a change of mind;

  • the product has been physically altered, disassembled, combined with other goods, or is no longer in substantially the condition in which it was supplied, to the extent permitted by law;

  • the item is a special-order, personalised, or custom item, where cancellation/return rights are more limited under applicable law.

5. Exchanges

We may, at our discretion, offer exchanges for unopened and unused items returned in saleable condition. If an exchange is requested for a non-defective item, you will be responsible for any return and re-delivery costs.

If the item is defective or incorrect, exchange shipping will be handled in accordance with your statutory rights.

6. Refund method and timing

Where a refund is approved, it will be processed back to your original payment method unless otherwise agreed or required by law.

For direct-marketing cancellations under the CPA, suppliers must return payment within 15 business days after receiving notice or the returned goods, depending on the situation. For qualifying ECT Act cooling-off cancellations, the consumer is entitled to a full refund within 30 days of cancellation.

Banks and payment providers may take additional time to reflect the refund.

7. Return conditions

To help us process your return quickly, please ensure that:

  • proof of purchase is provided;

  • the order number is included;

  • the reason for return is clearly stated;

  • photographs are included for damaged, incorrect or defective items;

  • all accessories, inserts and original packaging are returned where reasonably possible.

We reserve the right to inspect returned goods before approving a refund, replacement or exchange.

8. Return process

To start a return, email support@bracewell.co.za with:

  • your full name

  • order number

  • phone number

  • reason for the return

  • and photos, if the product is damaged, defective or incorrect.

We will respond with return instructions. Goods must not be sent back without return authorisation from us.

9. Delivery issues

If your parcel arrives damaged, incomplete, or appears tampered with, notify us within 48 hours of delivery and include photos of the packaging and product. This helps us assess the issue quickly with our fulfilment and courier partners.

If your order has not been delivered within the period stated at checkout, please contact us so we can investigate.

10. Non-returnable items

Unless required by law, the following are not eligible for return:

  • opened oral-care products returned due to change of mind;

  • used products not shown to be defective;

  • gift cards, vouchers, or promotional items marked non-returnable;

  • special-order, custom, personalised or clearance items where stated and lawful.

11. Your statutory rights

Nothing in this policy is intended to exclude, restrict or waive any rights you may have under South African law, including rights under the CPA and ECT Act. If this policy conflicts with mandatory law, the law will prevail. The ECT Act also states that contractual terms excluding the chapter’s consumer protections are null and void.