Shipping & Returns

How we deliver HIGHGRADE products, and what to do if you need to send one back.

Delivery

We deliver within South Africa. Delivery options and their cost are shown at checkout before you pay, based on your delivery address and the size of your order.

Orders are processed within 1–2 working days of payment being confirmed, and delivered within 2–5 working days of dispatch. We do not dispatch on weekends or South African public holidays. Delivery times are estimates and may be longer over holiday periods or in outlying areas.

When your order is dispatched you receive an email with your tracking number. See Track your order.

Please check your delivery address carefully at checkout. If an order is returned to us because the address was incomplete or nobody was available to receive it, we will contact you to arrange redelivery; a further delivery charge may apply.

Risk and ownership

Ownership of the products passes to you when payment is received in full. Risk passes to you when the products are delivered to the address you gave us.

Your right to cancel

You may cancel an online order within 7 days of receiving it, without giving a reason, in line with section 44 of the Electronic Communications and Transactions Act 25 of 2002, provided the product is unopened with its seal intact. Let us know by email within that period and return the product to us; the only cost to you is the direct cost of returning it. We refund everything you paid, including the original delivery charge, once the product reaches us.

You may also cancel an order at any time before it is dispatched, for a full refund.

Returns of unopened products

Beyond the cooling-off period, unopened products may be returned within 30 days of delivery for a refund or exchange, provided the seal is intact and the product is in the condition in which you received it. Because our products are consumed, opened products cannot be returned unless they are defective.

The original delivery charge is not refunded for returns under this section, and the cost of return delivery is your responsibility. We recommend a tracked service; we cannot take responsibility for returns that do not reach us.

Defective, damaged or incorrect products

If a product arrives damaged, is not what you ordered, or is defective, tell us within 7 days of delivery and we will arrange collection at our cost and, at your choice, replace it or refund it in full. Under section 56 of the Consumer Protection Act 68 of 2008 you may return a defective product within 6 months of delivery for repair, replacement or a refund. Please do not discard the product or its packaging until we have been in touch.

How to return a product

1. Email support@highgrade.co.za with your order number, your name, the product(s) you are returning and whether you would like a refund or an exchange.
2. We confirm the return and send you the return instructions and address within 2 working days.
3. Pack the product in its original packaging.

Refunds

Refunds are made to the payment method used for the original order. We process a refund within 5 working days of receiving the returned product (or, for cancellations before dispatch, of your cancellation). Your bank or card issuer may take a further 3–10 working days to show the amount on your statement. We will confirm by email when the refund has been issued.

Products bought elsewhere

This policy covers products bought from highgrade.co.za. If you bought a HIGHGRADE product from a retailer, their returns policy applies and you should contact them first.