Shipping, Returns & Cancellations

Refund Policy

Cancellations & Returns

Thandana Bags will not accept the return or cancellation of an order for ANY PRODUCT on the website that is MADE TO ORDER or is of a CUSTOMIZED / BESPOKE nature. Please ensure you carefully read the product descriptions to ascertain which products are made to order.

Due to hygiene reasons under the current COVID pandemic - Thandana Bags will not accept the return of any Face-sential masks. 

Returns, refunds and exchanges will not be permitted on PROMOTIONAL / SALE and / or CLEARANCE items

All refunds or exchanges will be granted at Thandana Bags discretion

AS per the ECT Act - consumers have a general right to return (a ‘cooling off period’), for seven days after delivery, for any reason, without penalty, but the consumer will be liable for the costs of returning the goods.

If you are not satisfied with any of the products you have bought from us, please notify us at within 7 working days of receiving your order.

We will arrange to have the product returned to us via our preferred courier within 2 weeks from date of the notification email.

We reserve the right to levy a 10% administration fee for returned or cancelled orders to recover transactional costs related to the customers make to order Thandana product. 

Cancelled of online orders after 24 hours and before dispatch will be refunded taking into account 10% administration fee (to recover transactional costs). Thandana Bags is charged a fee per transaction in USD currency hence this charge is carried over to the customer for their change of heart.

Thandana Bags reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet our standards. Should we exercise this right, the User will receive a full refund with no deductions.

To be eligible for a return, your item must be unused, you must produce the invoice & proof of payment and sent to our factory in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. They are Ostrich Leather & Faux Animal Printed Leather items, perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Some health and personal care items                                                            

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Thandana, The Island Business Park, Unit 4, 23 Flanders Drive, Mount Edgecombe, 4300. Face-sential Masks are non exchangeable due to health regulations stipulated by Government in the fight against Covid19. 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: Thandana, The Business Park, Unit 4, 23 Flanders Drive, Mount Edgecombe, 4300.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over R600, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.