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Refund and Return Policy

In a perfect world, this is not the page on which we would like to be. Unfortunately, it’s not a perfect world and things do happen. Please rest assured that we’ll do everything to make this process as painless, quick and easy for you as possible.

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When can I cancel my order for free?

You may cancel your order free of charge any time before it has been dispatched.

Once your order has been dispatched, it can no longer be cancelled as a free cancellation because the courier process has already started.

If your order has already been dispatched and you no longer want the item, you may refuse delivery and request that the courier return the parcel to sender. In this case, the item can still be returned, but the courier cost will be for your account.

Once the parcel has been returned to us and inspected, we will process a refund for the product amount, less any courier costs that apply.

Can I return my purchase if I change my mind?

Yes, you may request a change-of-mind return within 7 days of receiving your order, subject to the conditions below.

Change-of-mind returns can only be processed if the item is unused, undamaged, complete, and returned in its original product packaging. The product packaging must be clean, complete, untorn, unwritten on, untaped, and in excellent resellable condition.

Before opening any product packaging, please first check that the model, product details, or product label match the item you ordered and the device or collectible you intended to buy.

If the details on the packaging do not match, please do not open the product packaging or attempt to fit, apply, or use the item. Contact us first so we can assist you.

Phone Covers

  • Phone covers may be carefully opened and checked for fit.
  • If the phone cover is not what you expected, please stop there, place it straight back into the original product packaging, keep all accessories and inserts together, and contact us to arrange a return.
  • To qualify for a change-of-mind return, the phone cover must be unused, unmarked, undamaged, and the original product packaging must be returned in excellent resellable condition.

Screen Protectors

  • Screen protectors cannot be returned for a change-of-mind return once the product packaging has been opened.
  • Screen protectors are delicate application products and may no longer be suitable for resale once opened, handled, or applied.
  • Please check the model shown on the packaging before opening or applying the screen protector.

Collectibles

  • Collectibles cannot be returned for a change-of-mind return once the product packaging has been opened, damaged, or tampered with.
  • For collectors, the product packaging forms an important part of the collectible. A damaged, opened, or tampered-with box can significantly reduce the item’s appeal and resale condition.
  • Please check the product details, character, franchise, and packaging before opening the item.

Incorrect, Damaged, or Faulty Items

  • If the item is incorrect, damaged on arrival, or faulty, please contact us before using, fitting, opening further, applying, or tampering with the product or packaging.
  • We will assess the issue and guide you through the next step.
  • Incorrect, damaged, or faulty items are handled separately from change-of-mind returns.

What counts as a faulty product?

A faulty product is an item with a manufacturing defect.

The following are not considered faults:

  • Normal wear and tear.
  • Products that have been altered or tampered with.
  • Broken or removed seals.
  • Damage caused by lightning, power surges/spikes, or other incidents beyond our control that are not covered by the manufacturer’s warranty.

How do I log a faulty product?

Please contact us as soon as possible. Our customer support team will get back to you promptly with next steps. A photo or short video showing the issue will help us assess quickly.

If the product is deemed faulty due to a factory defect or an issue covered under the manufacturer’s warranty, we’ll assist with the appropriate remedy at no cost to you.

Warranty

A warranty covers defects in materials or workmanship that appear during normal use. In South Africa, the Consumer Protection Act (CPA) gives you a 6-month implied warranty on most goods: if a product is defective within this period, it will be repaired, replaced, or refunded, subject to assessment and available qty. Some brands also offer a manufacturer warranty with its own terms and timelines.

What’s covered

  • Manufacturing defects present at delivery or that arise during the warranty period from normal use.
  • Failures not caused by misuse, accidental damage, or unauthorised modifications.

What’s not covered

  • Normal wear and tear.
  • Cosmetic damage such as scratches or scuffs after use.
  • Damage from liquids, drops, impact, heat, lightning, power surges/spikes, or incorrect voltage.
  • Products that have been disassembled, altered, or repaired by non-authorised parties.
  • Broken or removed seals.
  • Missing serial/IMEI labels.
  • Accessories and packaging lost or damaged after purchase.

How Our Return Process Works

If you would like to return an item, please contact us within 7 days of receiving your order.

To keep the return process simple, please make sure the item is unused, undamaged, complete, and packed back into its original product packaging. The product packaging must be clean, complete, and in excellent resellable condition.

Where the product type allows it, you may carefully remove the item from the packaging to check it or test the fit. If it is not what you wanted, please stop using it immediately, place it back into the original packaging, keep all accessories and inserts together, and contact us to arrange the return.

Please check the product-specific return notes above, as phone covers, screen protectors, and collectibles have different return conditions.

Once an item has been used, marked, damaged, or the packaging has been damaged, torn, written on, taped, discarded, or returned in poor condition, it may no longer qualify for a change-of-mind return.

For change-of-mind returns, we can arrange courier collection for you. The courier cost is for the customer’s account and will be deducted from the refund or charged before collection.

Once the returned item has been received, we will inspect the item and packaging. If everything is in acceptable return condition, we will process the refund for the product amount, less the return courier cost where applicable.

The current return courier charge is R70,00.

What Happens If the Item Is Faulty?

If you believe your item is faulty, please contact us as soon as possible with your order number and a clear photo or short video showing the issue.

We will assess the issue and guide you through the next steps. If the item is confirmed to be faulty due to a manufacturing defect or a warranty-covered issue, GotYouCovered will cover the return courier cost and assist with the appropriate remedy.

Faulty products are handled separately from change-of-mind returns. Damage caused by misuse, accidental damage, normal wear and tear, liquid damage, impact damage, power surges, tampering, altered products, or damaged packaging after purchase may not qualify as a fault or warranty claim.

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