Refund policy

Returns & Refunds

If you are for any reason dissatisfied with any item purchased online, you may return it to any Driftaway store within 60 days of purchase for a full refund, replacement, or exchange, provided you have the original tax invoice and the item is in a saleable condition.

The following conditions must be met for all returns & refunds:

  1. Saleable Condition:

    • The product must be returned in a clean, saleable condition without any stains, dirt marks, rips, tears, or signs of misuse or damage.
    • It is highly recommended to use a waterproof mattress protector over products such as mattresses and toppers (latex, gel, visco, convolute) during use to ensure they remain in pristine condition. Pillows must also be used with a pillow protector to preserve the condition of the product.

  2. Tax Invoice:

    • Please provide the original tax invoice as proof of purchase when returning the product.

  3. Inspection Process:

    • Once the product is returned, it will undergo a thorough inspection and evaluation process to confirm its condition.
    • This inspection process may take a few days to complete. Refunds cannot be issued immediately at the store counter.
    • If the item fails to meet the return conditions (e.g., it is stained, damaged, or otherwise unsaleable), the refund will be refused. In such cases, you will be notified and will need to collect the item from the store at your own expense.

  4. Return Costs:

    • Any costs associated with returning the product to and from us will be at your expense.

Cancellation
If for any reason you would like to cancel an order this may be done by contacting our Customer Services Centre on 012 666 8302. You will only be able to cancel orders until 4p.m on the day prior to the date of delivery. We may debit your payment card for the delivery fees in respect of any late cancellations. If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs. We reserve the right to cancel any sale and/or your registration in the event of a breach of any of these or the General Terms.

Risk and Ownership
Risk in the products shall pass to you or your authorised representative on delivery. We will retain ownership of the products until payment is received in full.