Refund policy

Return and Refund Policy

Last updated: 25 September 2026

At Pikozup, we want every parent and child to have a happy shopping experience. If something isn't right with your order, we're here to help.

This policy explains how returns, refunds, exchanges and cancellations work when you shop with Pikozup.

1. Returns and Change of Mind

If you change your mind about an online purchase, you may cancel your order within 7 days of receiving your goods, in accordance with applicable South African consumer law.

To request a return:

- Contact us within 7 days of receiving your order.

- Provide your order number and the reason for the return.

- Wait for our return instructions before sending the product back.

For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods.

Products must be returned in a condition that allows us to assess them. This does not affect your statutory consumer rights.

2. Damaged, Defective or Incorrect Items

We take product quality seriously.

If you receive a damaged, defective, unsafe or incorrect item, please contact us as soon as possible.

Please include:

- Your order number.

- A description of the issue.

- Clear photographs or videos, where possible.

If a product is defective or fails to meet the requirements of the Consumer Protection Act, you may be entitled to a repair, replacement or refund, as applicable.

Under South African law, qualifying defective goods may be returned within six months of delivery, at the supplier's risk and expense.

You will not be charged return shipping for a qualifying defective or incorrectly supplied item.

3. Refunds

Once your return or refund request has been approved, we will notify you of the outcome.

Where a refund is due, it will be processed using the original payment method where possible.

Refunds will be processed within the time required by applicable law. For cancellations under the Electronic Communications and Transactions Act, refunds must be made within 30 days of cancellation.

Please note that your bank or payment provider may require additional time to reflect the funds in your account.

4. Exchanges

If you receive an incorrect or defective product, please contact us so we can help arrange an appropriate solution.

Exchanges are subject to product availability and applicable consumer rights.

5. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us immediately with your order number.

We will do our best to stop the order and arrange a refund where appropriate.

If your order has already been dispatched, the applicable return and cancellation procedures will apply.

Nothing in this policy limits any cancellation rights you may have under South African law.

6. Products That Cannot Be Returned

Certain products may be excluded from change-of-mind returns where permitted by law, including personalised goods, products made to your specifications, and goods that by their nature cannot be returned.

These exclusions do not remove your rights regarding defective, unsafe or incorrectly supplied products.

For children's products, we may need to assess hygiene, safety and product condition before accepting a voluntary change-of-mind return.

7. Return Shipping

For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the product.

Where an item is defective, unsafe or incorrectly supplied, Pikozup will cover the return costs as required by law.

Please contact us before arranging a return so we can provide the correct instructions.

8. Contact Us

For all return, refund or cancellation enquiries, please contact:

Store: Pikozup

Email: pikozup@gmail.com 

Website: pikozup.myshopify.com

Please include your order number in all correspondence to help us assist you as quickly as possible.

Thank you for shopping with Pikozup. We appreciate your trust in our store and look forward to making shopping for your little ones a happy experience.

Pikozup — Play. Learn. Grow.