Returns & Refunds

1. Your right to return

In accordance with the Consumer Protection Act 68 of 2008 (CPA), you have the right to return goods within 5 business days of delivery if the item is:

• Not what was described or shown on the listing
• Defective, damaged, or of poor quality
• Not fit for the purpose it was sold for

For general change-of-mind returns, we offer a 14-day return window from the date of delivery, provided the item is in its original, unused condition.

2. Items that cannot be returned

The following items are not eligible for return:

• Custom or personalised items made to your specifications
• Items that have been used, washed, or altered
• Items returned without original packaging where packaging is part of the product
• Items damaged due to misuse or neglect after delivery

3. How to initiate a return

To start a return:

1. Email us at hello@stori.co with your order number and reason for return
2. We will confirm eligibility within 2 business days
3. You will receive return shipping instructions
4. Return shipping costs are covered by the buyer for change-of-mind returns. For defective or incorrect items, Stori covers the return cost

4. Refunds

Once we receive and inspect the returned item, we will process your refund within 7 business days. Refunds are made to your original payment method via PayFast.

For defective or incorrectly described items, you will receive a full refund including original shipping costs. For change-of-mind returns, original shipping costs are not refunded.

5. Damaged or lost in transit

If your order arrives damaged or does not arrive within the estimated delivery window, please contact us at hello@stori.co within 5 business days of the expected delivery date. We will investigate with the relevant vendor and courier and arrange a replacement or refund.

6. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original and place a new order.

7. Contact

For all returns and refund queries, contact us at hello@stori.co. We aim to respond within 1 business day.