Refund policy

Returns & Refund Policy

Last Updated: September 2026

At STOWED, we stand behind the quality of our products and want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

This Returns & Refund Policy is governed by the laws of South Africa, including the Consumer Protection Act, 2008 ("CPA") and the Electronic Communications and Transactions Act, 2002 ("ECTA"). Nothing in this policy limits or excludes any rights that you may have under applicable South African law.

30-Day Trip Test Guarantee

We offer a 30-Day Trip Test Guarantee on all eligible purchases.

STOWED Pro is made to be used, and you cannot tell whether it works by looking at it in the box. So pack a real trip with it. If your suitcase does not close easier, request a return within 30 days of the date your order was delivered and we will refund you in full.

Ordinary use on a trip will not affect your refund. To qualify, the item must:

  • Be returned within 30 days of delivery.

  • Include the pump and all compression bags from the set, together with the original packaging where reasonably possible.

  • Be returned in a reasonably clean condition, with any personal items removed.

  • Not have been damaged through misuse, negligence, accident or improper care.

  • Not have been altered or modified in any way.

Items that have been deliberately damaged or altered, or that are returned missing the pump or one or more bags, may be refused or may qualify only for a partial refund where permitted by applicable law.

How to Request a Return

Before returning any item, you must first obtain return approval from STOWED.

Please email support@stowed.co.za with:

  • Your full name

  • Order number

  • Reason for the return

  • Photos of the product (where applicable)

We aim to respond to all return requests within 2 business days.

Returns sent without prior approval may be refused.

Return Shipping

If you are returning an item because:

You are returning under the 30-Day Trip Test Guarantee, or you changed your mind

  • You are responsible for the cost of returning the item.

  • Original shipping charges are non-refundable.

The item is defective, damaged or incorrect

  • STOWED will arrange a replacement, repair or refund as required by applicable South African law.

  • Where appropriate, we will cover the reasonable return shipping costs.

We strongly recommend using a tracked courier service, as STOWED cannot be responsible for parcels lost or damaged during return transit.

Inspection of Returned Products

All returned products are inspected upon arrival.

Refunds, replacements or exchanges are only processed after the returned goods have been received and inspected.

Because the 30-Day Trip Test Guarantee is designed to let you actually use the product, we will not reduce your refund for ordinary use during that period.

Where a separate statutory cooling-off right applies, STOWED reserves the right, to the extent permitted by law, to reduce the refund amount if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics or functionality, resulting in a reduction in its value.

Refunds

Once your return has been approved following inspection:

  • Refunds will be processed to your original payment method.

  • Processing will occur within a reasonable period after approval.

  • Your payment provider may require additional processing time before the funds appear in your account.

Shipping charges paid on the original order are not refundable unless required by South African law.

Exchanges

If you receive an incorrect, defective or damaged item, we will replace it at no additional cost where required by law.

If you wish to exchange a product for reasons unrelated to a defect, additional shipping costs may apply.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as it arrives.

If your order is:

  • Damaged

  • Defective

  • Incorrect

  • Incomplete

Please notify us within 7 days of delivery by emailing support@stowed.co.za and include photographs where possible.

Prompt notification allows us to resolve the issue quickly.

Non-Returnable Items

Unless required by law, we cannot accept returns for:

  • Products damaged through misuse, abuse, negligence or improper care.

  • Products showing damage or wear beyond what ordinary use during the guarantee period would cause.

  • Products altered or modified after delivery.

  • Gift cards.

  • Clearance, promotional or final sale items clearly marked as non-returnable (except where defective).

  • Personalised or custom-made products.

Consumer Rights for Defective Products

Nothing in this policy limits your rights under the Consumer Protection Act.

Where a product is defective, unsafe or does not meet the standards required by the CPA, you may be entitled to a repair, replacement or refund as provided by South African law.

Cooling-Off Rights

Where applicable, consumers purchasing goods online may have cancellation rights under the Electronic Communications and Transactions Act ("ECTA").

Where these statutory rights apply, STOWED will honour them in accordance with South African law.

Abuse of Our Returns Policy

To protect against misuse, STOWED reserves the right to refuse returns where:

  • The return does not comply with this policy.

  • False, misleading or fraudulent information has been provided.

  • Products have been intentionally damaged.

  • There is evidence of repeated or excessive returns suggesting abuse of our returns process.

  • Returned products are missing essential components or accessories.

Nothing in this section limits any rights you may have under applicable consumer protection legislation.

Contact Us

For all return and refund enquiries, please contact:

STOWED Support
Email: support@stowed.co.za

We are committed to providing prompt, fair and efficient customer service.