Last updated: 2 August 2026
If something is wrong with your order, we want to fix it. This page explains when you can return something, how to go about it, and how refunds work. It forms part of our Terms & Conditions and does not take away any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
1. Something arrived damaged, missing or wrong
Check your order on the day it arrives. If an item is damaged, missing, faulty or simply not what you ordered, contact us within 24 hours of delivery at sales@micasaelpasa.com or 073 460 2984, with your order number and a photo where it helps.
We will replace it, or refund it, or credit your account, whichever you prefer. We cover the cost of getting it back to us, and you are not out of pocket for our mistake.
2. Changing your mind: the 7-day cooling-off right
Because you ordered online, section 44 of the Electronic Communications and Transactions Act gives you seven calendar days from delivery to cancel without giving a reason. To use it, the product must come back to us unopened, unused and with any seals intact.
- Email us within the seven days and tell us you are cancelling.
- Return the product to any of our stores, or arrange a courier, and you pay the cost of returning it, which the Act allows.
- We refund the full purchase price within 30 days of the cancellation.
3. What we cannot take back
For health, hygiene and safety reasons, and because we cannot resell a consumable that has left our control, we cannot accept returns of:
- cannabis products, edibles or CBD that have been opened, unsealed or used;
- vapes and disposables that have been used or had their seal broken;
- rolling papers and accessories that have been opened;
- anything returned after the seven-day cooling-off window, unless it is faulty.
None of this applies where a product is genuinely defective. A faulty product can be returned whether it has been opened or not.
4. Faulty products
Section 56 of the Consumer Protection Act gives you six months from delivery to return a product that is defective, unsafe or not of good quality, for a repair, replacement or refund. Get in touch and we will arrange it. This right sits alongside anything else on this page.
5. Not what you expected
Cannabis is an agricultural product. Colour, density, trim and aroma vary between harvests, and photographs are illustrative. Natural variation on its own is not a defect. That said, if what arrived is genuinely not what was described, tell us. We would rather hear about it than have you disappointed.
6. How refunds are paid
Refunds go back to the method you paid with, and we process them within 30 days of agreeing to the refund. How quickly it lands after that is up to your bank, usually a few working days. Where delivery was charged and the fault was ours, we refund the delivery fee too.
7. Orders we cancel
Occasionally we have to cancel an order: an item is out of stock, a price was clearly wrong, or we could not verify your age. If we cancel, you get a full refund including delivery.
8. Talk to us first
Most problems are quicker to solve with a conversation than a form. Email sales@micasaelpasa.com or call 073 460 2984 and we will sort it out.