Refunds and Returns Policy

Thanks for shopping at UCAN. We love our products and we think you will too. We’ve invested a lot of time into understanding what our customers need and want. If, however, we have not exceeded your expectations, we want to make sure we get as close as possible to helping you and perhaps changing your mind.



You have 14 calendar days (2 weeks) to return an item from the date you received it. To be eligible for a return:
  • Your item must be unused and in the same condition that you received it.
  • Your item must be in the original packaging.
  • Your item must resaleable on receipt.
  • Your item needs to have the receipt or proof of purchase.
  • We do not offer returns on eBooks, Printable’s, Downloads, on custom made goods, or any items we identify to you as special order items. 


What is the process for returning a product?

We want to make the returns process as easy as possible. You will find a Return Form attached to your delivery note in your box.
  • Complete the Return Form and email it to
  • You will be offered a UCAN voucher or a refund to the value of the returned goods.
  • If you chose the ‘send myself’ option on your Return Form, ship the box to us via your own courier/postal service. You can find our physical address further down this page.
  • If you chose the ‘send a courier to collect’ option, we will dispatch our courier to collect. We will gladly pay half of the courier fee (the rest is to be paid by you) which will be confirmed with you before the collection is booked. 
  • Your percentage of the return courier fee, will be deducted from your credit.


I don’t have the Return Form, where can I get this?

Should you have accidentally thrown away or lost the Return Form, you can still access this. Download the Return Form here.


What do I do if a product I ordered is defective or damaged in transit?

We take great care in packaging our items but if they are received damaged or the quality is not up to your expectations, we will gladly assist. We will require you to:
  • Take a photograph and email it, along with your order number, to within 5 working days of receiving the item.
  • If the item was damaged in transit, we will liaise with our courier and yourself with regards to replacing the product or issuing a refund/voucher.
  • If the item is defective, we will liaise with you with regards to collecting and replacing the product and/or issuing a refund/voucher.
  • We reserve the right to issue a refund if the item is not in stock at the time.
  • At any time during this process, you are welcome to call our office on 031-713-9579.


What do I do if the wrong product was sent to me?

We try our best to ensure the correct products and all their parts are sent out, but in the event that the wrong item is sent to you or an item is missing, please notify us within 5 working days of receiving your order by emailing
We will liaise with you to rectify the issue by:
  • Collecting the incorrect item.
  • Delivering the correct item to you (if the item is in stock at the time we are notified).
  • Alternatively, we can issue a voucher to the amount for your next purchase.



The pricing is as follows (but DOES NOT apply to flat pack furniture):
  • If you chose the ‘send myself’ option on your Return Form, no shipping fee will be deducted off your refund.
  • If you chose the ‘send a courier to collect’ option on your Return Form, 1/2 the cost for the courier to collect will be deducted from your refund amount.
  • If the item was defective or damaged and an exchange needs to be arranged, UCAN will pay for the shipping.
  • Shipping costs are non-­refundable.


What is the address I need to ship my return to?

  • Please return your product/s to Home Concept, 19 Progress Rd, Pineside, New Germany, 3610.


Flatpack Returns

If you wish to return a flatpack product, you need to contact us within 5 days. Goods must be returned to us in a saleable condition and in the original, undamaged packaging. We may withhold up to 30% of the purchase price of returned goods, if the products or packaging is in such a condition that the item is not fully re-saleable.
If you are thinking of making a flat pack purchase, download our flat pack guidelines.


Can I cancel my order after I’ve paid?

If you wish to cancel an order after payment has been made, you will need to contact us within 48 hours of payment to receive a full refund. Any orders cancelled after this time period will be charged a 5% handling fee (for administrative costs incurred). This will be deducted from the refund amount.
Please note: If you want to cancel your order but it has already been dispatched, you will not be refunded the shipping fee.

Any custom made items cannot be cancelled if we have manufactured, and custom made goods constitute special order goods and are not refundable. 

Any items we identify to you as special order items cannot be refunded. 


Refunds are processed based on the following:
  • The product/s have been received by UCAN.
  • The product will be evaluated on receipt of the return.
  • You will be notified about the status of your refund once the evaluation has been finalised.
  • Refunds are done every two weeks, a receipt of which will be emailed to you.


Partial Refunds

There are certain situations where only partial refunds are granted so pay attention to these:
  • Books or planners with obvious signs of use.
  • 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.


Can I receive a credit voucher instead of a refund?

Yes. When completing the Return Form you will be given the opportunity to indicate whether you would like to receive a credit voucher as a form of refund. The return process will be exactly the same as if you opted for a monetary refund.
Once the return is evaluated, a code will be sent to you for the value of your return minus the 1/2 shipping fee for the return. You will need to use this code when next placing an order.
Vouchers are not transferable for cash.


How do I use the credit voucher I received as a refund?

If you have chosen to receive a credit voucher as a refund, a code will be generated and emailed to you. When you next make a purchase on the UCAN website, you will need to enter this code at checkout.


I have forgotten the code for my credit voucher?

If you have forgotten the refund voucher code, you can call our office on 031-713-9579 for assistance.


I have received a credit voucher for an order, how long do I have in order to use it?

Customers are encouraged to use their credits within 6 months from receipt.


Why is my refund taking so long?

All refunds are processed once a week on a Friday however if you haven’t received a refund after 20 days, especially if the refund was being processed against your credit card, then please check your account again. Sometimes it may take some time before your refund is officially posted. We would also suggest contacting your bank to check with them.
If you are concerned about how long the refund is taking, you can email or call the UCAN office on 031-713-9579.

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