Refund & Returns Policy

Last updated: October 2025 | Applies to all online orders

Our Promise

At Nomad & Co, we care deeply about the quality of every product we make. Each product is crafted with care, attention to detail, and a commitment to quality. If something isn’t right, this policy explains how we’ll make it right.

Returns for Online Purchases (“Cooling-Off” Period)

If you’ve purchased directly through our official online store, you are entitled to a 7-day cooling-off period for any reason. You may cancel and return your order within this period, provided that:

Items are unopened, unused, and in their original packaging.
You contact us within the 7-day period at info@nomadandco.co.za for return authorisation.
You cover the return courier costs, unless the goods are faulty or incorrect.

Once the products have been received and inspected, we’ll refund the purchase price (excluding courier fees) within 10 working days, using the same payment method you used at checkout.

Returns for products purchased through third-party retailers must be handled under the relevant retailer’s own return policy.

Defective, Damaged or Incorrect Goods

If a product arrives faulty, leaking, damaged, or incorrect, please let us know within 3 days of delivery. We’ll gladly arrange collection at no cost to you and offer you a choice of a replacement, a refund, or store credit.

If a product ever falls short of our quality promise, we’ll gladly repair or replace it, or refund its purchase price, to ensure your complete satisfaction.

Refund Method & Processing Time

Refunds will be made using the same payment method used for the original purchase (card or EFT). We aim to process all eligible refunds within 10 working days after we receive the returned item and confirm its condition.

Non-Returnable Items

For hygiene and product integrity reasons, the following cannot be returned unless defective:

Opened, used, or unsealed products.
Custom-made, bulk spa, or professional-use items.
Promotional, clearance, or gift voucher purchases.

Return Shipping Costs

Nomad & Co covers return shipping for defective, damaged, or incorrect products.
Customers cover return shipping for all cooling-off returns.
Original delivery fees are non-refundable, except where we have made an error.

How to Initiate a Return

Email info@nomadandco.co.za with the following:

Your order number.
A short description of the issue or reason for the return.
Photographs.

Once your return is approved, we’ll provide a return authorisation reference and courier instructions. Please ensure that the goods are securely packaged and keep your courier tracking details.

Your Rights Under South African Law

At Nomad & Co, we respect and uphold your rights as a customer under South African consumer law. These protections ensure that every product you purchase meets our shared standards of quality, transparency, and fairness.