Return & Refund Policy

Last updated: July 2026

At Hey Poppy, we want you to love your new frames. If you're not completely satisfied with your purchase, we're here to help.

Returns

You may return eligible items within 30 days of receiving your order.

To qualify for a return, your item must:

Be unused and in its original condition.

Be returned in its original packaging, including any accessories and cleaning cloths provided.

Be accompanied by proof of purchase or your order number.

For hygiene and quality reasons, we reserve the right to refuse returns on items that show signs of wear, damage, or misuse.

Refunds

Once we receive your returned item, we'll inspect it and notify you of the outcome.

If your return is approved:

Your refund will be processed to your original payment method.

Please allow 5 to 10 business days for the refund to reflect, depending on your bank or payment provider.

Original shipping fees are non-refundable unless the return is due to our error or the product is faulty.

Exchanges

If you received the wrong item or your frames arrived damaged or defective, we'll gladly replace them at no additional cost.

Please contact us within 7 days of receiving your order and include:

Your order number.

A brief description of the issue.

Clear photos of the item and packaging.

Faulty or Damaged Products

If your frames arrive damaged or develop a manufacturing fault under normal use, please contact us as soon as possible.

Where applicable, we will:

Replace the item.

Repair the item (if appropriate).

Provide a refund in accordance with the South African Consumer Protection Act.

This does not cover damage caused by:

Accidents.

Improper handling or storage.

Normal wear and tear.

Misuse or unauthorized modifications.

Non-Returnable Items

We cannot accept returns for:

Gift cards.

Items purchased on final sale or marked as non-returnable.

Products that have been damaged through misuse or improper care.

Return Shipping

If you're returning an item because you changed your mind, you are responsible for the cost of return shipping.

If the return is due to an incorrect, damaged, or defective item, Hey Poppy will cover the reasonable return shipping costs.

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

How to Start a Return

To request a return, please email support@heypoppy.co.za with the following information:

Your order number.

Your full name.

The reason for your return.

Photos of the item (if it is damaged, defective, or incorrect).

Our team will review your request and provide you with the return instructions. Please do not send items back before receiving confirmation from our support team.

Consumer Rights

Nothing in this policy limits your rights under the South African Consumer Protection Act, 2008. If a product is defective or not of acceptable quality, your statutory rights remain fully protected.

Contact Us

If you have any questions about this Return & Refund Policy or need assistance with a return, please contact us:

Email: support@heypoppy.co.za

We're always happy to help and will do our best to resolve any concerns as quickly as possible.