Refund policy
NERO Wallets — Refund & Return Policy
Last updated: 13 October 2026
At NERO Wallets, we take pride in offering sleek, practical and premium-quality wallets designed for everyday use.
We want you to feel confident in your purchase. That is why we offer a 30-Day Money-Back Guarantee, subject to the terms and conditions below.
This policy applies to purchases made directly through our official online store.
1. Our 30-Day Money-Back Guarantee
If you are not completely satisfied with your NERO Wallet, you may request a return within 30 calendar days from the date your order is delivered.
Our voluntary money-back guarantee is subject to strict return conditions to ensure all returned products meet our quality and hygiene standards.
To qualify for a voluntary change-of-mind return:
- The return request must be submitted within 30 calendar days of delivery.
- The wallet must be unused, undamaged and in its original condition.
- The wallet must be free from scratches, marks, stains, dents, tears and signs of wear.
- All original packaging, accessories and components must be included.
- The product must not have been modified, customised or tampered with.
- The customer must provide a valid order number or other acceptable proof of purchase.
- The return must be authorised by NERO Wallets before being sent back.
- The returned product must pass our inspection process.
Careful examination of the product is permitted, provided it remains unused and in its original condition.
These conditions apply to our additional voluntary guarantee and do not restrict any rights customers have under applicable South African law.
2. How to Request a Return
To request a return, please email:
Include the following information:
- Your full name
- Your order number
- The email address used when placing your order
- The product and colour you wish to return
- The reason for your return
- Clear product photographs, where reasonably requested
We aim to respond to return enquiries within two business days.
If your request qualifies, we will provide return instructions and the appropriate return address.
Please do not return products without first contacting our support team.
Returns must be directed to the address supplied by NERO Wallets. Unauthorised shipments may experience processing delays.
Customers exercising statutory return rights will not be deprived of those rights solely because they did not follow our voluntary return procedure.
3. Return Shipping Costs
For returns made under our voluntary 30-Day Money-Back Guarantee:
- The customer is responsible for arranging and paying return shipping.
- We strongly recommend using a tracked and adequately insured courier service.
- The customer is responsible for the item until it is received by NERO Wallets or our authorised returns facility.
- We are not responsible for items lost or damaged during customer-arranged voluntary return shipping.
Return shipping costs are generally non-refundable for voluntary change-of-mind returns.
Where a customer exercises a statutory right, return shipping costs and risk will be handled in accordance with the applicable law.
4. Product Inspection
All returned products under our voluntary guarantee will be inspected after receipt.
We reserve the right to decline a voluntary refund where the returned product:
- Shows evidence of use or excessive handling
- Has been scratched, damaged or altered
- Is missing parts or accessories
- Has been exposed to liquids, chemicals or excessive heat
- Has been damaged through misuse or negligence
- Does not match the original order
- Is returned outside the applicable voluntary return period
We may request further information where reasonably necessary to verify the return.
A return authorisation does not guarantee that the refund will be approved. Approval remains subject to the applicable return conditions and inspection.
Nothing in this section limits remedies required by applicable consumer protection legislation.
5. Refund Processing
Once an eligible voluntary return has been received and inspected, we will notify the customer of the outcome.
Approved voluntary refunds will generally be initiated within seven business days after inspection.
Refunds will normally be issued to the original payment method, where technically possible.
Banking and payment-provider processing times may vary.
For ordinary voluntary change-of-mind returns after any applicable statutory cooling-off period, the refund will cover the price paid for the returned product. Original delivery charges are not normally refunded unless required by law or expressly agreed otherwise.
If an order received free shipping, we will not retrospectively deduct the standard delivery fee merely because the customer returns an eligible product under our voluntary guarantee.
All statutory refunds will be processed within the periods and on the terms required by applicable law.
6. Non-Returnable Products Under Our Voluntary Guarantee
The following are not eligible for voluntary change-of-mind returns:
- Used wallets
- Products showing visible wear or damage
- Products altered or damaged after delivery
- Incomplete products or returns missing components
- Products not purchased directly from NERO Wallets
- Products returned outside the voluntary 30-day period
Sale items and promotional purchases are eligible for our voluntary guarantee on the same terms unless a clearly disclosed, lawful promotion-specific condition applies.
These exclusions do not apply where the customer has a statutory right to return the goods.
7. Incorrect, Damaged or Defective Products
If you receive an incorrect, damaged or potentially defective wallet, please contact:
Provide your order number, a description of the issue and photographs where possible.
We will assess the matter and arrange an appropriate remedy in accordance with the Consumer Protection Act and other applicable laws.
Where the CPA's six-month implied warranty of quality applies, qualifying defective, unsafe or non-compliant goods may be returned at the supplier's risk and expense, and the customer is entitled to choose the applicable repair, replacement or refund remedy.
These rights are independent of our voluntary 30-Day Money-Back Guarantee.
8. Statutory Cooling-Off Rights
For qualifying electronic transactions, section 44 of the Electronic Communications and Transactions Act provides a seven-day cooling-off period beginning when the customer receives the goods.
During this period, customers may cancel without giving a reason and without a cancellation penalty.
The customer may be responsible for the direct cost of returning the goods, as permitted by law.
Applicable refunds will be made within 30 days from cancellation.
Our stricter unused-condition requirements for voluntary 30-day returns do not override qualifying statutory cooling-off rights.
9. Suspected Fraud or Return Abuse
NERO Wallets reserves the right to investigate return requests involving suspected fraud, product substitution, falsified documentation or deliberate misuse of our voluntary guarantee.
We may request reasonable supporting evidence and decline voluntary returns that fail to meet their conditions.
We will never withhold a remedy to which a customer is legally entitled.
10. Contact Information
For all return, refund and warranty enquiries:
NERO Wallets
Email: support.nerowallets@gmail.com
Return instructions and the relevant receiving address are provided after contacting our support team.
This policy does not replace the statutory business contact information that must be displayed elsewhere on our website.
11. Your Consumer Rights
Nothing in this policy excludes, restricts or replaces any non-excludable rights or remedies available under South African law, including the Consumer Protection Act and Electronic Communications and Transactions Act.