Refund Policy

Last updated: July 2026

Our Commitment

At Lion's Den, we stand behind the quality of every product we sell. If you are not completely satisfied with your purchase, we are here to make it right. Please read this policy carefully so you know your rights and how to proceed with a return or exchange.

Return Window

You may return eligible items within 7 days of delivery. The delivery date is determined by the tracking confirmation from our courier. Returns requested after this period will not be accepted, unless the item is faulty or was incorrectly supplied.

Eligibility for Returns

To qualify for a return or exchange, items must meet the following conditions:

  • The item must be unused and in the same condition as received.
  • The item must be in its original packaging, with all tags, accessories, and documentation included.
  • Proof of purchase (your order confirmation email) must be provided.
  • Items that have been used, altered, or damaged by the customer will not be accepted for return.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Items that have been used or show signs of wear.
  • Items returned without original packaging.
  • Perishable goods or consumable products (e.g. gas canisters, batteries) once opened.
  • Items marked as "Final Sale" or "Non-Returnable" on the product page.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us within 48 hours of delivery with photos of the item and packaging. In these cases:

  • We will arrange collection of the item at no cost to you.
  • You will receive a full refund or replacement — your choice.
  • We will process the resolution within 5–7 working days of receiving the returned item.

Return Shipping Costs

Return shipping costs are handled as follows:

  • Faulty or incorrect items: Lion's Den covers all return shipping costs. We will arrange a courier collection from your address.
  • Change of mind or incorrect size returns: The customer is responsible for the cost of returning the item to us. We recommend using a trackable courier service, as we cannot be held responsible for items lost in transit.

Please do not send items back without contacting us first — unauthorised returns may not be processed.

How to Initiate a Return

  1. Contact us via our Contact page or WhatsApp with your order number and reason for the return.
  2. We will review your request and respond within 1–2 working days with instructions.
  3. Once approved, securely package the item and ship it to the address we provide.
  4. Once we receive and inspect the returned item, we will process your refund or exchange within 5–7 working days.

Refunds

Approved refunds will be processed to your original payment method via PayFast. Please allow 5–10 working days for the refund to reflect in your account, depending on your bank or card provider.

Original delivery fees (where applicable) are non-refundable unless the return is due to a faulty or incorrect item.

Exchanges

If you would like to exchange an item for a different size or product, please contact us and we will do our best to accommodate you, subject to stock availability. If the exchanged item is of a different value, the difference will be charged or refunded accordingly.

Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please get in touch — we are happy to help.