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Returns policy

Pick n Pay strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of, and comply with the Consumer Protection Act. We are committed to operate our business in terms of the requirements of the Consumer Protection Act and our returns policy is aligned therewith.

General info on Returns

My Product Is Damaged or faulty. How do I get a Refund Or Exchange the product?
When it comes to warranties, are there any exceptions?
How will I receive my refund?

Grocery shopping Returns

Can I return perishables and Groceries?
How should I return an item?
Refunds for returns made after the delivery

Online Shopping Returns

A customer has a general right to return good (a ‘cooling off period’) within 10(ten) business days after delivery, without penalty, should the product be unsatisfactory or incorrect. 

The customer will be liable for the costs of returning the goods, should it relate to a change of mind purchase. 

Refunds will be finalised within 7 business days.  

Returned goods must be:
Certain conditions and exemptions apply:
What if I receive a product/s that I’m not happy with at time of delivery? (in the event of poor quality/damaged/faulty/incomplete and unwanted products/substitutions)
Will I get refunded for an item that was paid for but not delivered?
How long will it take to receive my refund after sending items back?
What happens if I want to return a product after the driver has left?
Refunds for returns made after the delivery

Please note: Facebook Shop and Instagram Shop Delivery & Returns Policy is not applicable to Pick n Pay Retailers Pty Ltd.

Please read our Returns policy above.

Pick n Pay Online Clothing Returns

  • This Returns Policy forms part of the Pick n Pay (PnP) Online and General Terms and Conditions

  • Please note that our delivery agents are not authorised to return goods on delivery, unless the reasons for return are in accordance with the Consumer Protection Act (CPA).

  • During Covid-19 lockdown, Pick n Pay Clothing will extend the "cooling off period" returns to 3 month from date of purchase, provided the garment has not been worn and has the tags.

  • Returns can be done at PnP Clothing Standalone stores, as well as PnP Hypermarkets and Supermarkets that sell Clothing. Find your nearest store using our website ( or please phone Customer Services on 087 22 33 203 to find the store nearest to you.

  • Please present your original tax invoice when returning to stores. This is emailed to you when your order is being processed, or you can get a copy from "my orders" online. You can either print it or show it to the cashier on your phone.

  • We are not permitted to issue cash refunds for Online purchases with a credit card. Your refund will be processed using the original payment card as specified on your proof of purchase (your Online tax invoice).

  • If the goods show a defect within the initial 6 (six) month period, and no abuse of item is evident, we will access the claim, if the claim is valid we will refund or replace.

  • Markdown items will be refunded or exchanged within 30 days of the markdown sale end date, unless there is a quality issue.

I received clothing as a gift and don’t have a slip or invoice. How do I refund or exchange them?

If you are returning a gift and no invoice is available, then you will be refunded via a Pick n Pay Gift Card Voucher.

Value Added Services

We do not refund on value added items at Pick n Pay. Examples of these are airtime, data, gift card mall products, flight tickets, bus tickets etc. These refunds will need to be done through the service provider directly.