Last updated: 30 October 2026
We want you to be happy with every order. If something isn’t right, contact us on +27 63 210 8307 (call or WhatsApp) or info@onlinespaza.co.za and we’ll sort it out.
Something wrong with your delivery?
Please check your order when it arrives. If an item is missing, damaged, past its expiry date or not what you ordered, tell the driver or contact us as soon as possible, preferably on the same day for fresh and chilled items, with your order number and a photo if you can. We will replace the item or refund you in full, and you won’t pay any delivery or return costs.
Changed your mind? 7-day cooling-off period
For most items bought online, you may cancel within 7 days of receiving them, without giving a reason, as allowed by section 44 of the Electronic Communications and Transactions Act. The only cost to you is the direct cost of returning the items to us. If you cancel the whole order, we also refund the delivery fee you paid.
This cooling-off right does not apply to the following items (section 42 of the same Act):
- Groceries, food, drinks and other goods for everyday use delivered to your home or workplace
- Fresh, chilled or frozen items and anything that spoils or expires quickly
- Airtime, data, electricity and other voucher PINs once they have been sent to you
- Personalised items or goods made to your specifications
- For hygiene reasons, cosmetics, skincare and underwear once the seal or packaging has been opened
These exceptions only apply to change-of-mind returns. If any of these items is faulty, damaged or wrong, you are still fully covered.
Wrong size? Exchanges
You can exchange unworn clothing, shoes and accessories for a different size or colour within 14 days of delivery, as long as they still have their tags and packaging. If the size you need is out of stock, we will refund you instead. Check the size guide on each product page to get the fit right first time.
Faulty items: 6-month cover
Under section 56 of the Consumer Protection Act, if an item is defective, unsafe or doesn’t work as it should, you may return it within 6 months of delivery. You can choose whether we repair it, replace it or refund you. We cover the cost of collecting faulty items. This does not cover damage from misuse, accidents or normal wear and tear. Many tech and kitchen products also carry a longer manufacturer’s warranty, which we will help you claim.
How to return an item
- Contact us on +27 63 210 8307 or info@onlinespaza.co.za with your order number, the item, the reason, and a photo if the item is damaged or faulty.
- We will arrange to collect it on our next delivery run, or you can drop it off at our shop.
- Please return items unused and in their original packaging where possible, with any accessories, manuals and free gifts that came with them.
- Once we have checked the item, we will let you know and process your exchange, replacement or refund.
Refunds
- Card payments are refunded to the same card. Your bank may take 3 to 7 working days to show the money.
- EFT payments are refunded to the bank account you give us.
- We aim to refund within 5 working days of receiving the item back, and always within 30 days of your cancellation, as the law requires.