Returns & Refunds

In line with Section 44 of the ECT Act, when you buy online you have a 5 business-day cooling-off period from the date you receive your order to cancel for any reason — no questions asked.

To qualify for a cooling-off refund:

• Items must be unopened and in their original sealed packaging
• Items must be in resaleable condition
• You must email us within 5 business days of receiving the order
• Return shipping costs are at your expense (unless the item was defective or incorrect)

Note: Cooling-off does not apply to in-store purchases — only online orders qualify under the ECT Act.

Under Section 56 of the Consumer Protection Act, you may return goods that are defective, unsafe, or not as described within 6 months of purchase. You are entitled to choose between:

• A repair of the item
• A replacement with an identical or equivalent item
• A full refund of the purchase price

We cover the cost of return shipping for defective or incorrect items.

For hygiene, safety, and regulatory reasons, the following items cannot be returned unless defective:

• Opened or used consumable wellness products (oils, tinctures, edibles, capsules, drinks)
• Opened personal-use items (vaporisers, mouthpieces, applicators)
• Perishable goods past their best-before date
• Custom-prepared or made-to-order items
• Gift cards and loyalty point redemptions
• Items damaged through customer misuse

This restriction is in line with CPA regulations and South African product safety law for cannabis-derived consumables.

1. Email us at info@greengorilla.store with:
   • Your order number
   • Reason for return (defective / cooling-off / incorrect item)
   • Photos if the item is damaged or defective
2. We'll respond within 2 business days with a return authorisation and instructions.
3. Pack and ship the item back using the courier we recommend (or drop it at any of our stores).
4. We inspect the returned item within 3 business days of receipt.
5. Refund processed within 7 business days of inspection — back to your original payment method.

Approved refunds are issued back to your original payment method:

• Credit / debit card: 7 business days for processing on our side, then 3–5 days for your bank to reflect
• EFT: 5–7 business days
• In-store cash purchases: Refunded in cash at the original store
• Loyalty points used: Returned to your loyalty balance immediately

If a refund hasn't reached you within 14 business days, please contact us so we can investigate.

You may cancel an order at no charge any time before it has been dispatched. Once dispatched, the cooling-off and returns process applies.

For "Pay in Store" reservations, simply don't collect — your reservation will be released after 24 hours past the collection date and the items returned to stock automatically.

We aim to resolve all queries fairly and in line with the CPA. If you're not satisfied with our response, you have the right to escalate to:

As required by the CPA, we participate in the Consumer Goods and Services Ombud scheme.