Smiling Shark – Return & Refund Policy
Last updated: July 15, 2026
Operated by XIAO XIAO MOM SA (PTY) LTD, Smiling Shark strictly complies with the South African Consumer Protection Act No. 68 of 2008 (CPA). We deliver a transparent, customer-friendly return, refund and warranty system to let you shop portable lighting without worry. All manufacturing defects qualify for free brand-new replacement at our cost.
1. 30-Day General Return Period
Per Section 20 of the CPA, you have 30 calendar days starting from the courier delivery date to apply for a return of unused goods.
Item Return Eligibility
Your return will only be accepted if all requirements below are met:
1. The product is unused, scratch-free, intact with no marks or wear signs;
2. Complete original factory packaging, tags, user manuals and all matching accessories are fully retained;
3. Valid order invoice or purchase proof is provided when submitting a return request.
Return Shipping Fee Rule
-General dissatisfaction returns (non-quality issues):
All return courier costs to our Germiston warehouse are fully covered by the customer. A flat rate of R100.00 will be charged for return shipping or must be shipped to us at your own cost. This must be paid before the courier is booked for pickup, and it is not deducted from your refund. We do not provide free return shipping labels.
-Manufacturing defective / damaged goods on arrival:
We bear all return shipping fees completely at our cost, no extra charges for you.
2. Return Application Process
-Send a return application email to info@smilingshark.co.za to obtain official return approval before sending back any items. Parcels shipped without prior authorisation will be rejected and stored at the customer’s own risk.
- Once approved, we will send full return guidelines and our warehouse address:
📍 F04, Route 24, 50 Herman St, Meadowdale, Germiston, 1614, South Africa
-For non-defective returns:A flat rate of R100.00 will be charged for return shipping or must be shipped to us at your own cost. This must be paid before the courier is booked for pickup, and it is not deducted from your refund.
-For factory defective products: We will organise and cover all return transport for you.
3. Damaged, Wrong or Manufacturing Defective Items
Please inspect all flashlights, head torches and camping lights immediately after receiving your parcel.
Contact us within 48 hours via info@smilingshark.co.za, if you receive broken, faulty or incorrect goods, and attach clear photos of the product and outer packaging for quick assessment.
Under Section 56 of the CPA, all items with confirmed factory manufacturing faults enjoy our exclusive 5-Year Free Replacement Warranty:
- Within 5 years of purchase, any product failure caused by production defects will be exchanged for a brand-new unit unconditionally;
- We only offer full replacement instead of repair service;
- All shipping fees for defective product returns and new item re-delivery are covered by Smiling Shark, no cost to customers.
4. Refund Processing Rules
- After we receive and fully inspect your returned goods, we will email you to notify the approval or rejection result of your refund.
- Once approved, refunds will be transferred back to your original payment channel within 5 working days. Extra delays may occur due to independent bank card settlement procedures.
-If you fail to receive your refund 10 working days after our approval email, please email info@smilingshark.co.za for follow-up assistance.
5. Contact Information for Return & Refund Enquiries
Submit return requests or raise policy questions via the below channels:
Website Contact Us Form
📧 Support Email: info@smilingshark.co.za
📍 Warehouse & Registered Address: F04, Route 24, 50 Herman St, Meadowdale, Germiston, 1614, South Africa
📞 Phone / WhatsApp: +27 78 820 0076
Our return and refund policy fully follows South African CPA regulations. Customer satisfaction is our core priority. If you have any doubts about returns, refunds or the 5-year replacement warranty, our team is always ready to assist you.