RETURNS &
REFUNDS
POLICY
OUR RETURNS COMMITMENT
At Stryker Retail (Pty) Ltd, we want you to be completely satisfied with every purchase. If something isn’t right, we’ll do our best to fix it. This policy is designed in accordance with the Consumer Protection Act 68 of 2008 (CPA) and applies to all purchases made on strykerretail.co.za.
Our promise: If you receive a faulty, damaged, or incorrect item — we will replace it or refund you in full. No arguments.
WHAT CAN & CAN’T BE RETURNED
Returns are accepted within 30 days of delivery. Items must meet the following conditions to be eligible:
- Faulty or defective items
- Items damaged on delivery
- Wrong item received
- Unused items in original packaging
- Items with all tags and labels intact
- Items within 30 days of delivery
- Items returned after 30 days
- Used, worn, or washed items
- Items without original packaging
- Opened personal care or hygiene products
- Digital products or downloads
- Items damaged due to misuse
Important: Sale and clearance items may only be returned if they are faulty or damaged. Change-of-mind returns on sale items are not accepted.
HOW TO RETURN AN ITEM
Returning an item is simple. Follow these steps:
WhatsApp us on 081 446 3877 or email supportcare@strykerretail.com within 30 days of receiving your order. Include your order number and reason for return.
We will review your request and confirm whether the return is approved. Do not send items back without authorisation — unauthorised returns cannot be processed.
Pack the item securely in its original packaging with all accessories, tags, and proof of purchase included. Items damaged due to poor packaging during return shipping may not qualify for a full refund.
We will provide you with the return shipping address once your return is authorised. For faulty or incorrect items, we cover return shipping costs. For change-of-mind returns, the customer is responsible for return shipping.
Once we receive and inspect the returned item, we will process your refund or send a replacement within 5–7 business days. Refunds are returned to your original payment method.
REFUNDS
Once your return is received and inspected, we will notify you by email of the outcome. If approved, your refund will be processed as follows:
- Credit/debit card payments — refunded to the original card within 5–7 business days, depending on your bank.
- EFT / instant EFT payments (Ozow) — refunded via EFT to your bank account within 5–7 business days.
- PayFast / Paystack / WalletDoc — refunded via the original payment method within 5–7 business days.
Late or missing refunds? First check your bank account. Then contact your bank — processing times vary. If you’ve done this and still haven’t received your refund after 10 business days, contact us at supportcare@strykerretail.com.
EXCHANGES
We replace items if they are faulty, defective, or damaged on delivery. If you received the wrong item, we will send the correct one at no extra cost.
To request an exchange, contact us on WhatsApp at 081 446 3877 or email supportcare@strykerretail.com with your order number and photos of the item.
We do not currently offer size or colour exchanges for change-of-mind purchases. If you’d like a different size or variant, please initiate a return and place a new order.
NON-RETURNABLE ITEMS
The following items cannot be returned unless they are faulty or damaged:
- Personal care and hygiene products that have been opened or used.
- Underwear, swimwear, and intimate apparel for hygiene reasons.
- Digital products, downloadable content, or software.
- Perishable goods.
- Customised or personalised items made to your specifications.
Under the Consumer Protection Act, you retain the right to return faulty goods regardless of category. If any item is defective, contact us and we will honour your CPA rights.
NEED HELP WITH A RETURN?
Our support team is here to help. Reach out through any of the following:
- WhatsApp: 081 446 3877 (Mon–Fri 9AM–5PM, Sat 9AM–1PM)
- Email: supportcare@strykerretail.com
- Response time: Within 1 business day
Please have your order number ready when you contact us — it speeds up the process significantly.