Returns & Refunds

Returns and Refunds

Effective date: 1 August 2026

Bathroom Boutique Creations (Pty) Ltd ("BBC", "we", "us" or "our") supplies BBC Own Brand, Comphy and other approved products through written quotations. Return eligibility depends on the exact product, whether it was standard, made to order, sourced specifically or customised, the accepted quotation, the applicable supplier terms and South African law.

Contact BBC before returning anything

All returns and claims for products purchased from BBC must start with BBC. Do not return goods to BBC, Comphy, a manufacturer, BobGo or a courier without BBC’s written return authorisation and instructions. Unauthorised returns may be refused and may delay assessment.

Incorrect, damaged or defective goods

Notify BBC as soon as reasonably possible if goods are incorrect, visibly damaged or suspected to be defective. Provide the BBC quotation or order reference, product name, quantity affected, delivery record, description and clear photographs. Keep the goods and packaging available for assessment and do not use, wash, alter, embroider, decant, dispose of or return them unless BBC agrees in writing.

Where the Consumer Protection Act 68 of 2008 or another mandatory law applies, nothing in this policy excludes or limits a right or remedy that cannot lawfully be excluded. A short notification request used for courier or supplier administration does not remove a statutory right.

BBC Own Brand products

BBC Own Brand products made, sourced, cut, sized, embroidered, branded or otherwise supplied to an approved specification are not returnable for change of mind except where required by law or expressly agreed in the written quotation. A generic size name does not replace the customer’s obligation to approve the required finished dimensions.

A suspected BBC Own Brand manufacturing defect will be assessed under the BBC Warranty Policy. If validated, BBC will provide the remedy required by applicable law or otherwise a reasonable repair, replacement, credit or refund after considering the product and defect.

Comphy products

For standard Comphy products, a return-authorisation request must be made through BBC within 30 days after receipt. Unless BBC or Comphy agrees otherwise, an authorised non-defective return may be subject to a 10% restocking fee and the customer is responsible for return shipping.

Under Comphy’s currently published return conditions, a regular product may be return-eligible if it is unused and unwashed. Used or washed products, custom-made products, products used for an unintended purpose and pillows are not eligible for a change-of-mind return. A defective-product or warranty claim remains subject to the exact product coverage, proof, care requirements and exclusions in the applicable Comphy terms.

Comphy processes an approved manufacturer refund after receipt and assessment under its return authorisation. Where BBC is the seller, BBC will communicate the approved remedy and process any customer-facing credit or refund through the agreed business payment method.

Hygiene-sensitive and customised products

Slippers, pillows, opened personal-use textiles, embroidered goods, branded goods, cut or custom-sized goods and other hygiene-sensitive or customised products are not returnable for change of mind. This exclusion does not prevent a valid claim for an incorrect, unsafe or defective product where applicable law provides a remedy.

Assessment, costs and remedy

BBC may inspect the goods and request handling, laundering, dosing, application or storage information. If the claim is validated, BBC will provide the remedy required by applicable law or the applicable written warranty. BBC will carry reasonable return costs where BBC is responsible for a validated incorrect, damaged or defective supply. If the goods are not defective or do not match the reported issue, reasonable collection, inspection, handling and redelivery charges may be payable where lawful and communicated.

Cancellations

A cancellation request must be made immediately. BBC may accept cancellation before production, supplier commitment or dispatch. A made-to-order, sourced-to-order, customised or already committed order may not be cancellable, and reasonable committed costs may remain payable, subject to applicable law and the accepted quotation.

Start a return or claim

Email steven.w@bathroomboutique.co.za with the BBC order reference, product, quantity, delivery date, reason, photographs and the requested outcome. Telephone: +27 72 396 5170.