Refund Policy

FreshPOP Refund Policy

Last updated: August 2026

We want this to be fair for everyone. If something's wrong with your order, we'll fix it — no argument, no cost to you. For hygiene reasons, we can't accept opened products back, but that never applies to items that arrive damaged, faulty, or wrong.

1. Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery at care@freshpop.co.za with your order number and, where possible, a photo of the issue. We'll arrange a free replacement or full refund — your choice — at no cost to you, including return shipping if applicable.

2. Opened or used products

For hygiene reasons, we're unable to accept returns or refunds on opened or used products, including toothpaste, whitening strips, whitening gel, and toothbrush heads. This exclusion does not apply if the product was faulty or damaged on arrival — see Section 1.

3. Electric Toothbrush & UV Whitening Kit warranty

Our Sonic Electric Toothbrush and UV Whitening Kit are covered by a 6-month warranty against manufacturing defects, from the date of delivery. If your device stops working within that period through no fault of your own, contact us and we'll arrange a free replacement. This warranty does not cover damage caused by misuse, accidental damage, or normal wear and tear.

4. Change of mind

We're not able to offer refunds or exchanges for change of mind on opened products, in line with Section 2. If a product is still sealed and unopened, contact us within 30 days of delivery and we'll discuss options with you.

5. Order cancellations

You can change or cancel your order within 2 hours of placing it, before it's dispatched, at no charge. Once an order has been picked and packed for shipping, we're unable to make changes or cancel it — see our FAQ for details.

6. How to request a refund, replacement, or repair

To start any of the above, email care@freshpop.co.za or message us on WhatsApp with:

Your order number
A brief description of the issue
A photo, if the item arrived damaged or faulty

We typically respond within 2–4 hours on weekdays (Mon–Fri, 9am–5pm).

7. Refund processing

Once a refund is approved, it will be processed to your original payment method. Processing times depend on your bank or payment provider, and can take a few business days to reflect after we've issued it.

8. Your rights under the Consumer Protection Act

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008, including your rights in respect of goods that are unsafe, defective, or not fit for their intended purpose. Where this policy is more restrictive than your rights under the Act, the Act takes precedence.