Hamok Returns & Refunds
Clear, Fair Returns and Refunds
We want every Hamok customer to understand what can be returned, when a refund may apply and how to request help. This page explains the process in practical terms.
Returns at a Glance
30-Day Returns
We accept change-of-mind returns within 30 days of delivery, provided the item is unused and in its original condition. Customers are responsible for return courier costs unless the item is faulty or we supplied the incorrect item.
Return eligibility also depends on the reason for return and whether the item was standard, customised, used or damaged.
Contact Us First
Do not send an item back before receiving return instructions from Hamok.
Proof of Purchase
Provide your order number, invoice or other acceptable proof of purchase.
Condition Matters
Unused, clean and complete products are easier to assess and may qualify for return.
Custom Items
Made-to-order, personalised and custom-sized products may not be returnable for change of mind.
Assessment Required
Returns and refunds are confirmed only after Hamok has reviewed the request and product condition.
Consumer Rights Apply
This policy does not remove rights that cannot lawfully be excluded under South African law.
When a Return May Be Accepted
A standard product may be considered for return where the request is made promptly and the item is complete, unused, clean and suitable for resale.
- The item is a standard, non-custom product
- The product has not been used by a pet
- The item is clean and free from hair, odour or marks
- All components and packaging are included where reasonably possible
- The product has not been assembled in a way that causes damage
- Hamok has approved the return before shipment
Return approval is not automatic
Where a return is requested because the customer changed their mind, ordered the wrong size or no longer wants the product, Hamok will consider the condition and type of item before approving the return.
Reasonable return transport, inspection, repackaging or value-reduction costs may apply where legally permitted. Any applicable costs will be explained before the return proceeds.
Items That May Not Be Returnable
Some products cannot reasonably be resold or were made specifically for the customer.
Made for You
- Custom-sized beds or frames
- Personalised name tags
- Special-order colours or materials
- Products altered at the customer’s request
Hygiene and Condition
- Products used by a pet
- Items with hair, dirt, odour or stains
- Washed or chemically treated covers
- Products damaged after delivery
Missing or Modified Items
- Missing components
- Unauthorised repairs or modifications
- Damage caused during incorrect assembly
- Items returned without prior approval
Damaged, Defective or Incorrect Items
Contact Hamok as soon as reasonably possible if your order arrives damaged, incomplete, defective or different from what you ordered.
Keep the packaging and do not discard, alter or repair the affected product until Hamok has reviewed the matter.
- Your full name and order number
- Delivery date
- Clear photographs of the packaging
- Photographs of the full product
- Close-up photographs of the damage or defect
- A description of what is wrong
- Photographs of shipping labels where relevant
How to Request a Return
Contact Hamok
Send your order number, reason for return and photographs of the product.
Wait for approval
Hamok will assess whether the item may be returned and provide instructions.
Prepare the item
Return all components in clean, secure packaging that protects the product in transit.
Arrange transport
Follow the approved collection or courier instructions.
Product inspection
The item will be checked against the approved return reason and declared condition.
Outcome confirmed
Hamok will confirm the refund, replacement, repair, store credit or other applicable remedy.
Do not return products without approval
Unapproved returns may be delayed, refused or sent back to the customer. Hamok needs the opportunity to confirm the return address, courier method and required documentation.
How Refunds Are Processed
Approved refunds are normally processed after the returned item has been received and inspected, unless applicable law requires a different process.
- Refunds are generally made to the original payment method
- Bank processing times may delay when the funds appear
- Original delivery charges may not be refundable for change-of-mind returns where legally permitted
- Approved defective-product remedies may include repair, replacement or refund as required by law
- Any approved deductions will be explained before final processing
Not every return ends in the same remedy
Depending on the reason, condition and applicable rights, Hamok may offer:
- A refund
- A replacement product
- A replacement component
- A repair
- Store credit by agreement
- Another remedy required by applicable law
Your South African Consumer Rights
This policy is intended to operate alongside rights and remedies available under applicable South African law, including the Consumer Protection Act where applicable.
Nothing on this page is intended to exclude or limit any right or remedy that cannot lawfully be excluded or limited. This page provides general returns information and is not formal legal advice.
Returns and Refunds Questions
Can I return a Hamok bed if I ordered the wrong size?
A standard unused product may be considered for return, but approval depends on condition, timing and whether the item can reasonably be resold. Contact Hamok before sending it back.
Can I return a custom-sized bed?
Custom-sized, personalised and made-to-order products may not be returnable for change of mind because they were produced specifically for the customer.
Can I return a bed after my dog has used it?
Used pet products may not be accepted for a change-of-mind return because of hygiene, wear and resale considerations. Defective products are assessed separately.
What should I do if my order arrives damaged?
Photograph the packaging and product, keep all materials and contact Hamok as soon as reasonably possible with your order details.
Who pays the return courier fee?
This depends on the reason for return. Customers may be responsible for approved change-of-mind return costs, while defective or incorrectly supplied goods are handled according to the circumstances and applicable law.
When will I receive my refund?
Approved refunds are generally processed after receipt and inspection. Your bank or payment provider may take additional time to reflect the funds.
Will delivery charges be refunded?
Original delivery costs may not be refundable for change-of-mind returns where legally permitted. Different rules may apply where goods are defective, incorrectly supplied or otherwise protected by law.
Can I exchange instead of receiving a refund?
An exchange may be possible depending on stock, product condition and the reason for return. Any price or delivery difference will be confirmed beforehand.
What happens if the product is returned damaged?
Where new damage occurred because of poor packaging or handling during a change-of-mind return, Hamok may reduce or refuse the refund where legally permitted.
Does this policy affect my Consumer Protection Act rights?
No. This policy does not remove or limit rights that cannot lawfully be excluded under applicable South African consumer law.
Need to Request a Return?
Send us your order number, reason for return and clear photographs of the product. We’ll review the request and provide the correct next steps.