Refund policy

Return & Refund Policy

At The Profound Group, we want you to be satisfied with your purchase. If you are not completely satisfied, you may request a return in accordance with the policy below.

30-Day Return Policy

We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

To qualify for a return, the item must:

Be in the same condition in which it was received.
Be unused, unworn and undamaged.
Include all original tags, accessories, manuals and components, where applicable.
Be returned in its original packaging.
Be accompanied by your receipt, order confirmation or other proof of purchase.

Items that do not meet these requirements may not qualify for a refund.

Requesting a Return

Before sending an item back, please contact The Profound Group at info@theprofoundgroup.co.za with your order number, the item you would like to return and the reason for the return.

If your return request is approved, we will provide you with instructions on where and how to send the item.

Please do not send any products back without first receiving return authorisation from us. Unauthorised returns may not be accepted.

Unless the product is defective, damaged, incorrect, or otherwise required by applicable law, return shipping costs are the responsibility of the customer.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged or defective, or you receive an incorrect product, please contact us as soon as possible at info@theprofoundgroup.co.za.

Please include your order number and, where possible, photographs showing the problem. We will assess the issue and arrange an appropriate replacement, return or refund where applicable.

Non-Returnable Items

Certain products may not be eligible for return, including:

Perishable goods.
Personalised, customised or specially ordered products.
Products that have been used, altered or damaged after delivery.
Personal care or hygiene-sensitive products once opened or used.
Gift cards, vouchers or other non-refundable digital products.
Products that cannot safely be returned due to their nature.

Please contact us before purchasing if you are unsure whether a particular product qualifies for returns.

Your rights under applicable South African consumer protection laws are not excluded by this policy.

Sale and Promotional Items

Sale, clearance or promotional items may have different return conditions. However, this does not affect any rights you may have where goods are defective, unsafe or otherwise subject to return under applicable consumer protection laws.

Exchanges

If you would like a different product, size, colour or model, please contact us.

Where an exchange is not possible, you may return the eligible item in accordance with this policy and place a new order for your preferred product.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be processed using your original payment method. Please allow up to 10 business days after approval for the refund to be processed.

Your bank, card issuer or payment provider may require additional time before the funds appear in your account.

Shipping or delivery charges may be non-refundable unless the return is due to an error on our part, a defective product, or where otherwise required by law.

Order Cancellations

If you would like to cancel an order, please contact us as soon as possible at info@theprofoundgroup.co.za.

If your order has not yet been processed or dispatched, we will attempt to cancel it. Once an order has been dispatched, it may need to be handled as a return.