Refund and Returns Policy
Last updated: 13 August 2026
1. Overview
At BU HOME, we want you to be happy with your purchase. If there is a problem with your order, please contact us at info@buhome.co.za and we will assist you.
This Refund & Returns Policy applies to purchases made through the BU HOME website.
Nothing in this policy limits or excludes any rights you may have under applicable South African consumer protection laws.
2. Returns for online purchases
Because BU HOME sells products online, certain statutory cancellation and cooling-off rights may apply to your purchase.
Where applicable, you may cancel an online transaction without giving a reason within 7 days after receiving the goods, subject to the applicable requirements of the Electronic Communications and Transactions Act.
If you exercise this right:
- The goods must be returned to BU HOME.
- You are responsible for the direct cost of returning the goods, as provided by law.
- The goods should be returned in substantially the same condition in which they were received, subject to your lawful rights.
- Where payment has already been made, the applicable refund will be processed in accordance with the law.
3. Defective, damaged or unsafe products
BU HOME takes care to package products securely before dispatch.
If your product arrives damaged, defective, unsafe, or does not meet the required quality or performance standards, please contact us as soon as possible at:
Please provide:
- Your order number
- Your name
- A description of the problem
- Photographs of the product and packaging, where possible
Photographs help us assess the issue quickly, but we will not use a photographic requirement to limit any rights you have under applicable consumer law.
Where the Consumer Protection Act applies, qualifying defective goods may be returned within six months after delivery, at the supplier’s risk and expense, and the applicable remedy may include repair, replacement or refund as provided by law.
4. Incorrect item received
If you receive an item that is different from what you ordered, please contact us at info@buhome.co.za as soon as reasonably possible.
We will arrange an appropriate solution, which may include collection or return of the incorrect item and delivery of the correct item.
BU HOME will cover reasonable return costs where the incorrect item was supplied due to an error on our part.
5. Change-of-mind returns
Outside of any statutory cooling-off or other consumer rights that may apply, BU HOME does not automatically accept returns simply because a customer has changed their mind.
However, we may consider a change-of-mind return on a case-by-case basis.
If approved:
- The product must be unused and in a resalable condition.
- The product should preferably be returned with its original packaging.
- The customer may be responsible for the return shipping cost.
- Any refund will be subject to the applicable terms agreed with BU HOME and applicable law.
This section does not affect any statutory right you may have to cancel or return a purchase.
6. Products that cannot be returned
Where permitted by law, certain products may not be eligible for return because of their nature, including products that:
- Have been used or damaged after delivery through misuse or improper handling.
- Have been altered, painted, modified or otherwise changed by the customer.
- Are personalised or specially made to the customer’s specifications, except where the product is defective or another statutory right applies.
- Cannot reasonably be resold for hygiene, safety or other lawful reasons.
This does not affect any rights you may have where goods are defective, unsafe, unsuitable for their intended purpose, or otherwise fail to meet the requirements of applicable consumer protection legislation.
7. Refunds
Once BU HOME has received and assessed a returned product, we will notify you of the outcome.
Where a refund is approved, the refund will generally be made using the original payment method, where technically possible.
The time it takes for the funds to reflect in your account may depend on your bank or payment provider.
Where a refund is required by applicable law, BU HOME will process the refund within the applicable statutory period.
8. Shipping costs
Where a return is due to:
- A defective product;
- An incorrect product supplied by BU HOME; or
- Another circumstance where BU HOME is responsible for the return,
BU HOME will arrange or cover the applicable reasonable return costs as required by law.
For a voluntary change-of-mind return outside any statutory cooling-off right, the customer may be responsible for the direct cost of returning the product.
9. How to request a return
To request a return, please email:
Please include:
Subject: Return Request – [Order Number]
And provide:
- Full name
- Order number
- Product purchased
- Reason for the return
- Photographs, where relevant
- Your preferred contact details
Please do not send a product back to an address obtained from an old invoice, website page or third party. Wait for BU HOME to provide return instructions before sending the product back.
10. Contact us
For all questions relating to returns, refunds or exchanges:
BU HOME
Email: info@buhome.co.za
We will do our best to resolve return and refund queries promptly and fairly.
11. Your legal rights
This policy is intended to operate together with, and not replace, any rights you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.