Refund policy

  • Last Updated: June 2026

1. Our Commitment to You

At Wiggle Nest we want you to love every purchase. If something isn't right we're here to help. Please read this policy carefully before making a purchase as it outlines your rights and our obligations in accordance with the Consumer Protection Act 68 of 2008 of South Africa.

2. Return Eligibility

You may return an item if it meets the following conditions:

✅ Return requested within 14 days of delivery
✅ Item is unused and unworn
✅ Item is in its original packaging with all tags attached
✅ Item is not damaged by the customer
✅ Proof of purchase (order number or receipt) is provided

3. Non-Returnable Items

The following items cannot be returned or refunded:

❌ Sale or clearance items
❌ Items marked as "Final Sale"
❌ Personalised or custom-made products
❌ Hygiene products that have been opened (pet bowls, feeding mats, silicone sets)
❌ Items damaged due to misuse or neglect
❌ Digital products or downloadable items
❌ Items returned after 14 days of delivery

4. Damaged or Defective Items

If your item arrives damaged or defective:

1. Contact us within 48 hours of delivery

2. Email us at mineoptix@gmail.com

3. Include the following:

  • Your order number
  • Clear photos of the damage or defect
  • Brief description of the issue

4. We will review your claim within 2 business days

5. If approved we will offer:

  • A free replacement sent to you, or
  • A full refund to your original payment method

⚠️ Claims submitted after 48 hours of delivery may not be accepted. Please inspect your order immediately upon arrival.

5. Wrong Item Received

If you received the wrong item:

1. Contact us within 48 hours of delivery

2. Email mineoptix@gmail.com with:

  1. Your order number
  2. Photo of the item received
  3. Photo of the shipping label

3. We will arrange:

  • Collection of the wrong item at our cost
  • Delivery of the correct item at our cost
  • Or a full refund if the correct item is unavailable

6. How to Request a Return

Follow these steps to return an item:

Step 1 — Email us at mineoptix@gmail.com with subject line: "Return Request — Order #[your order number]"

Step 2 — Include the following information:

  • Full name
  • Order number
  • Reason for return
  • Photos of the item (if damaged or defective)

Step 3 — Wait for our response within 2 business days — we will confirm if your return is approved and provide return instructions

Step 4 — Pack the item securely in its original packaging and ship it to the address we provide

Step 5 — Send us your tracking number once shipped

⚠️ Do not send items back without contacting us first. Unauthorised returns will not be accepted.

7. Return Shipping Costs

Reason for Return Who Pays Shipping
Changed your mind Customer pays return shipping
Wrong item received Wiggle Nest pays
Damaged or defective item Wiggle Nest pays
Item not as described Wiggle Nest pays

8. Refund Process

Once your return is received and inspected:

  • We will notify you by email within 2 business days
  • If approved your refund will be processed within 5–7 business days
  • Refunds are issued to your original payment method:
    • PayFast — refunded to your original card or bank account
    • Paystack— refunded to your original card

💡 Please note that your bank or payment provider may take an additional 3–5 business days to reflect the refund in your account.

9. Exchanges

We currently offer exchanges on the following basis:

  • Wrong size — exchange for correct size (subject to stock availability)
  • Wrong colour — exchange for correct colour (subject to stock availability)
  • Defective item — exchange for same item

To request an exchange follow the same process as a return in Section 6 above and specify that you want an exchange instead of a refund.

10. Late or Missing Refunds

If you haven't received your refund after 7 business days:

  1. Check your bank account again
  2. Contact your bank or payment provider — processing times vary
  3. If still not received contact us at mineoptix@gmail.com

11. Order Cancellations

Before Shipment

  • Orders can be cancelled within 24 hours of placing the order
  • Email us immediately at mineoptix@gmail.com with subject: "Cancel Order — #[order number]"
  • Full refund will be issued if cancelled before shipment

After Shipment

  • Orders cannot be cancelled once shipped
  • You may return the item once received following our return process above

12. International Orders

For customers outside South Africa:

  • Return shipping costs for international orders are the customer's responsibility unless the item is damaged, defective, or incorrect
  • Refunds are processed in ZAR and converted to your local currency by your bank or payment provider
  • We are not responsible for any currency conversion fees charged by your bank
  • International returns may take longer to process due to shipping times

13. Consumer Protection Act Rights

In accordance with the Consumer Protection Act 68 of 2008 South African customers have the right to:

  • Return unsafe or defective goods within 6 months of purchase
  • Receive a refund, replacement, or repair for defective goods
  • Cancel certain direct marketing transactions within 5 business days
  • Fair and honest treatment in all transactions

14. Contact Us

For all return and refund queries please contact us:

📧 Email: mineoptix@gmail.com
🌐 Website: wigglenest.store
⏰ Response Time: Within 2 business days