Refund policy

Returns & Exchanges

We Want You to Love Your Hide

Every Nguni hide is completely unique, and we understand that seeing it in your own home can be different from viewing it online. If your hide isn't quite the right fit for your space, we're happy to help.

7-Day Return Window

Please notify us within 7 days of receiving your order if you would like to return or exchange your hide.

To be eligible for a return or exchange, your hide must:

  • Be in the same condition in which it was received.

  • Not have been used, altered, cleaned or damaged after delivery.

  • Include any original tags or packaging where applicable.

  • Be accompanied by proof of purchase.

Returns requested after 7 days may not be accepted.

First Exchange – Complimentary Collection & Delivery

If you'd prefer a different hide, we'll happily arrange one complimentary exchange.

This includes:

  • Collection of your original hide from your delivery address.

  • Delivery of your replacement hide.

Because every Nguni hide is completely unique, an identical replacement is not possible. If you choose to exchange your hide, we'll help you select another hide of a similar grade, size and value from our available collection.

If you wish to exchange your hide again after the first complimentary exchange, courier costs for any further collections and deliveries will be for your account.

Refunds

If you decide not to exchange your hide, you may request a full refund instead.

Once we have received and inspected the returned hide, we'll notify you whether your refund has been approved.

Approved refunds will be processed to your original payment method within 10 business days. Please note that your bank or card provider may require additional processing time before the funds reflect in your account.

Natural Characteristics of Genuine Nguni Hides

Nguni hides are natural products, and every hide is one of a kind.

Natural markings such as scars, healed scratches, insect bites, branding marks, variations in hair direction, colour differences and other naturally occurring characteristics form part of the hide's authenticity and are not considered defects or damage.

Our hide grading (AA, A and B Grade) already takes these natural characteristics into account. We encourage customers to review all product photos carefully before purchasing, and we're always happy to answer any questions before you place your order.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order has been damaged during transit, or if you have received the incorrect item, please contact us within 48 hours of delivery and include clear photographs of:

  • The hide.

  • The packaging.

  • The courier label (if applicable).

We'll investigate the issue and work with you to resolve it as quickly as possible.

Please note that natural characteristics of genuine Nguni hides, as described above, are not considered transit damage or faults.

How to Start a Return

To request a return or exchange, please email us at info@thengunishop.co.za within 7 days of delivery.

Please include:

  • Your order number.

  • The reason for the return or exchange.

  • Photos of the hide (if applicable).

We'll provide instructions and arrange collection if your return has been approved.

Please do not return any items without contacting us first, as unauthorised returns cannot be accepted.

Exclusions

Returns or exchanges cannot be accepted if the hide:

  • Has been used, altered or cleaned after delivery.

  • Has been damaged after being received by the customer.

  • Is returned without prior approval.

  • Is returned outside the 7-day return period.

If you have any questions before purchasing, we're always happy to provide additional photographs or help you choose the perfect hide.