Refund policy

Last updated: 11 August 2026

We make each tray by hand and we want you to keep yours for years. If it isn't right, we want to help. Here's how to sort it out.

Cancelling before dispatch

Email hello@myplonk.co.za with your order number and let us know you'd like to cancel your order. If the order has not been handed to the courier, we cancel it and refund you in full, including shipping. No reason needed.

Once a parcel has been dispatched, treat it as a return.

Changed your mind — 30-day returns

You have 30 days from delivery to return a tray for a refund, provided it is:

Unused and unmarked
In its original box and packaging
Complete, with any inserts or tags included
Accompanied by your order number

Return shipping is at your cost. You can arrange your own courier or ask us to book one and we'll deduct the cost from your refund. As a guide, return courier costs are around R100 within South Africa.

Once we receive and inspect the tray, we refund the purchase price to your original payment method within 10 business days. Original shipping is not refunded on change-of-mind returns.

If a tray comes back used, marked or damaged, we will contact you before processing anything. We may reduce the refund to reflect the loss in value, or return the tray to you at your cost.

You also have the right to cancel any online order within 7 days of receipt under section 44 of the Electronic Communications and Transactions Act.

Arrived damaged or incorrect

If your tray arrives damaged or isn't what you ordered:

Email hello@myplonk.co.za within 7 days of delivery
Include your order number and photographs of the item and the packaging
We arrange collection at our cost
You choose a replacement or a full refund, including original shipping
Refunds are processed within 10 business days of the tray reaching us

Developed a fault

If your tray turns out to be faulty within six months of delivery, you may return it for a repair, replacement or refund. We cover the cost of getting it back to us.

12-month workmanship warranty

Beyond the six-month statutory period, we cover defects in materials and workmanship for 12 months from delivery. Email us with photographs and we'll repair or replace the tray at our cost.

This doesn't cover normal wear, dropping, water damage, heat damage, cleaning with solvents or abrasives, or trays modified by someone else.

Exchanges

We don't run direct exchanges. Return the tray under the 30-day policy and place a new order for the colourway you want. That way your new tray ships immediately rather than waiting on the return.

Gifts

If you received a Plonk as a gift, we can process a return within 30 days of the original delivery date. Refunds go back to the original payment method, so the buyer will need to be involved. Email us and we'll help facilitate this.

What we can't refund

Trays returned after 30 days without a fault
Trays returned used, marked or damaged through use
Sale or clearance items marked final sale
Damage caused by misuse, or by ignoring the care instructions
Original shipping costs on change-of-mind returns

How to start a return

Email hello@myplonk.co.za with your order number, the reason for the return, and photographs if the tray is damaged or faulty. We reply within one business day with a returns address and next steps. Please don't send anything back before we've confirmed.

Handmade variation is not a fault

Colour depth and stud placement vary slightly between trays. This is the nature of handmade products. It isn't a defect, and it isn't covered by the warranty. If a tray genuinely looks wrong to you, send us a photograph and we'll take a look. We want you to be as happy as possible with your new Plonk!

Contact

Southforge Group (Pty) Ltd t/a Plonk Registration number: K2026513811

12 La Mercy Dunes 154 South Beach Road La Mercy 4399

hello@myplonk.co.za

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.