Returns & Refunds Policy
Please read this carefully before placing your order. Knowing what to expect saves everyone time.
⚠️ Please read the item description before ordering
Our products go viral for a reason — they're often niche items with specific use cases, dimensions, and features. Before you place your order, please read the full product description on the product page (click any product to see the full description, specifications and reviews).
Returns are time-consuming and inconvenient — they typically take 7–14 business days to process, require you to package and ship the item back, and may incur restocking fees (see below). Making sure the product is right for you before ordering is the single best way to avoid the hassle.
7-Day Window
From delivery date
7–14 Days
Return processing time
Full Refund
For defective items only
15% Restocking
For change-of-mind
What you CAN return
- ✓Defective or damaged items — product arrived broken, faulty, or doesn't work as described. Full refund including return shipping.
- ✓Wrong item received — we shipped a different product than what you ordered. Full refund including return shipping.
- ✓Item not as described — the product significantly differs from the description on our store. Full refund including return shipping.
What you CANNOT return
- ✗Used personal care items — earbuds, ice rollers, scalp massagers, eyebrow trimmers that have been used for hygiene reasons.
- ✗Items damaged by misuse — water damage to non-waterproof electronics, drops, or damage from improper use.
- ✗Items returned after 7 days — the Consumer Protection Act window is 7 days from delivery.
- ✗Items without original packaging — please keep all boxes and accessories until you're sure you want to keep the product.
Change-of-mind returns
If you simply changed your mind (the product works fine, you just don't want it anymore), we accept returns within 7 days of delivery but with the following conditions:
- •15% restocking fee deducted from your refund (covers our supplier restocking + admin costs)
- •You pay return shipping to our supplier's warehouse in JHB/CPT/DBN/Pretoria/Gqeberha (~R75–R99 via The Courier Guy)
- •Item must be unused, in original packaging, with all accessories and tags
- •Refund processed within 7 business days of us receiving and inspecting the item
💡 Tip: For low-cost items (under R200), it's often not worth the return shipping cost. Contact us — we may offer you a partial refund or a discount on your next order instead.
How to request a return
- 1Email us within 7 days of delivery at support@theviralcart.shop
Include your Order ID (e.g. FTRT45), the product name, and the reason for return. Photos required for defective items.
- 2We'll review and respond within 24–48 hours
If approved, we'll send you the return shipping address (one of our SA supplier warehouses) and a return reference number.
- 3Ship the item back using The Courier Guy, Aramex, or PostNet
Pack carefully in original packaging. Include all accessories. Keep your courier tracking number.
- 4We inspect and refund within 7 business days of receipt
Refund goes back to your original payment method (PayFast reverses to your card/EFT account). You'll get an email + SMS confirmation.
Refund timeline (what to expect)
Total time: 10–19 business days from request to refund in your account. This is why we strongly recommend reading the description carefully before ordering.
Before you order, please:
- ✓ Read the full product description on the product page
- ✓ Check the product specifications (size, battery life, compatibility)
- ✓ Read customer reviews for real-world feedback
- ✓ Ask us any questions before ordering — email support@theviralcart.shop
- ✓ Confirm your delivery address is correct at checkout
A little time spent reading now saves a lot of time on returns later. 🙏