Refund policy

Last updated: 6 November 2026

Thank you for shopping with Melzware. We want you to love your kitchenware. If something isn't right, this policy explains how to return it and get your money back.

At a glance

  • Change of mind: return unused items within 14 days of delivery.
  • Faulty, damaged or wrong item: we'll repair, replace or refund it, and we cover the return shipping.
  • Refunds: paid to your original payment method within 5 business days of us receiving and checking your return.
  • Start a return: email support@melzware.co.za with your order number.

1. Who this policy covers

This policy applies to physical products bought directly from melzware.co.za. It does not apply to gift cards or to items bought from other sellers or marketplaces. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

2. Change-of-mind returns (14 days)

You can return a product within 14 days of the date it was delivered if:

  • it is unused, clean and in the same condition you received it;
  • it is in its original packaging with all lids, parts and accessories; and
  • you can show proof of purchase (your order number or receipt).

Because our products come into contact with food, we can't accept change-of-mind returns of containers, pots, utensils or bowls that have been used or washed.

For change-of-mind returns, you pay the cost of sending the item back. The original delivery fee is not refunded, except where the law requires it.

Cooling-off period: for online orders you may also cancel for any reason within 7 days of delivery, as allowed by the Electronic Communications and Transactions Act. In that case the only cost to you is the direct cost of returning the goods.

3. Faulty, damaged or incorrect items

If your order arrives damaged, has a manufacturing fault, or is not what you ordered, please email us with your order number and photos of the problem.

  • Please tell us about delivery damage or a wrong item as soon as possible, ideally within 7 days of delivery, so we can resolve it with the courier quickly.
  • Products with a manufacturing defect are covered for 6 months from delivery, in line with the Consumer Protection Act. You can choose a repair, replacement or refund.
  • We pay the return shipping for faulty, damaged or incorrect items, and we refund the original delivery fee.

This does not cover damage caused by misuse, accidents, or not following the care instructions (for example, using metal utensils on non-stick surfaces or overheating an empty pot).

4. How to return an item

  1. Email support@melzware.co.za with your order number, the item you want to return and the reason. Add photos if the item is faulty or damaged.
  2. We'll reply with a return authorisation number and instructions. Please don't send items back without one.
  3. Pack the item securely in its original packaging with all parts and accessories.
  4. Write the return authorisation number clearly on the outside of the parcel.
  5. Send it to:
    Melzware
    9 Estoril Road, Killarney Gardens
    Cape Town, 7441

We recommend using a trackable courier service. We can't be responsible for returns that get lost on the way to us.

5. Refunds

  • Once your return arrives, we'll check it and email you to confirm whether it's approved.
  • Approved refunds are processed within 5 business days to your original payment method, unless we agree otherwise.
  • Your bank may take a few extra days to show the refund in your account.
  • If a return doesn't meet the conditions above, we'll contact you and can send the item back to you at your cost.

6. Exchanges

If you'd like a different product or size, return the original item as described above and place a new order. For faulty or incorrect items, we'll send a replacement at no cost if it's in stock.

7. Failed deliveries

If a delivery fails because the address was incorrect or nobody was available to receive it, the order is returned to us and cancelled. Once it's back at our warehouse, we refund the cost of the items to your original payment method. The delivery fee is not refunded.

8. Non-returnable items

  • Gift cards.
  • Items that have been used, washed or damaged after delivery (unless they are faulty).
  • Change-of-mind returns sent back more than 14 days after delivery.

9. Contact us

Questions about a return or refund? Email support@melzware.co.za and we'll get back to you as soon as possible.