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returns and refunds

smul will only accept returns and exchanges or be liable for the refund of the amount paid if the packaging of the Goods is defective or damaged or if the incorrect Goods have been delivered. Under no other circumstances whatsoever shall smul be liable or obliged to accept returns, exchanges or to effect any refunds.

Nothing in this Returns Policy shall limit your statutory rights in any way.

If the packaging of the Goods is defective or damaged, please log a return with our customer team via the form below or email us on or by calling us on +27 87 756 5715 within 7 (seven) days of receiving your Order. The customer team will contact you to help you through the next steps of your return.

Please note that you must retain proof of delivery for all returns. Your return request will be processed promptly. Returns are processed within 5 (five) business days of receipt. An email will be sent to confirm the receipt and processing of your return request.

This policy applies to Orders made through smul’s online e-commerce services only. smul is unable to process returns for purchases made from any other country outside the Republic of South Africa.

If applicable, refunds will only be made to the original credit/debit card used or EFT account. For the return of a single Product, if the packaging of the Product is defective or damaged, smul will at your election either replace the Product or refund you for your purchase, on condition that you return the Product with the packaging to smul. smul cannot accept the return of Products where the packaging has been opened.

If you have questions about returns and refunds, please contact smul Customer Care Line on +27 87 756 5715 from 8h00 to 17h00 – (excluding weekends and South African public holidays via email at

The courier who delivers the Goods is not authorised to accept the return of any Goods delivered by it.

What if the Goods are not what you ordered?

If the Goods delivered are not what you ordered, you are required to notify smul within 3 (three) days after delivery and smul will arrange for the Goods to be collected, at smul’s cost.

Amount of Refund and EFT Refund

Approved Refunds – for approved refunds to you where the price is less than the delivery threshold value – the full price including delivery charges will be refunded.

Where the price is more than the delivery threshold value – the price less delivery charges will be refunded.

If you paid using an EFT, once the refund has been approved by smul, you will be required to submit proof of banking details and complete a smul Vendor form.

Payment will take up to 5 (five) working days from submission of the smul Vendor form – this is in order to verify and protect your banking details. Please note that any approved refunds will be paid into the bank account that the original payment was received from.

If you have any other queries not addressed above, let smul know by email at or by calling smul on +27 87 756 5715