Refund policy

1. Overview

We comply with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). This policy outlines your rights as a customer and our obligations as a supplier.

This policy does not limit or exclude any rights you have under South African law.

2. General Returns Policy (No Automatic “Change of Mind” Right)

Except where required by law, we are not obliged to accept returns for:

  • Change of mind
  • Wrong size/order selection by the customer
  • Items no longer wanted

We may, at our sole discretion, allow returns under our goodwill policy, but this is not a legal right.

3. Legal Right of Cooling-Off (Online Orders – ECTA)

In terms of Section 44 of the ECTA, customers may cancel a transaction without reason within:

  • 7 days after receiving the goods (for physical products)

Where this applies:

  • You must notify us in writing (email or recorded message)
  • Goods must be returned in original condition where reasonably possible

Costs:

  • The customer is responsible for return shipping costs
  • We will refund the purchase price within 30 days of cancellation, subject to inspection

📌 Reference: ECTA Section 44 allows cancellation without reason but permits return costs to be borne by the consumer.

4. Direct Marketing Cooling-Off (CPA Section 16)

If your purchase was made as a result of direct marketing (e.g. unsolicited calls, messages, or sales approaches), you may cancel within:

  • 5 business days after purchase or delivery

In this case:

  • Full refund will be issued
  • You must return goods at your cost (unless otherwise required)

📌 Reference: CPA Section 16 provides a 5-day cooling-off period for direct marketing transactions.

5. Defective, Damaged, or Not-as-Described Goods

You may return goods if they are:

  • Defective or faulty
  • Not as described
  • Not fit for purpose

Under the CPA, you are entitled within 6 months of delivery to:

  • Repair, or
  • Replacement, or
  • Full refund (at our discretion depending on feasibility)

We will:

  • Inspect the item before approving a refund
  • Cover return costs where the item is confirmed faulty or incorrect

6. Inspection on Delivery

If goods could not reasonably be inspected before delivery, you may inspect them upon receipt.

If the goods are:

  • Incorrect
  • Damaged
  • Not as ordered

You must notify us within 48 hours of delivery.

Failure to notify within this timeframe may affect eligibility for return unless otherwise required by law.

7. Condition of Returned Goods

Returned items must be:

  • Unused (unless faulty)
  • In original packaging where reasonably possible
  • In resaleable condition

We may deduct a reasonable amount if:

  • The product shows signs of use
  • Packaging is missing or damaged
  • The item cannot be resold as new

This is permitted under CPA Section 20.

8. Non-Returnable Items

For hygiene, safety, or legal reasons, we may refuse returns on:

  • Perishable goods
  • Personal hygiene items (if opened)
  • Custom-made or personalised items
  • Digital downloads or services already delivered

9. Refund Processing Time

Once approved:

  • Refunds will be processed within 7–30 business days
  • Refunds will be issued via the original payment method only

Delays may occur due to bank processing times.

10. Shipping Fees

  • Original delivery fees are non-refundable unless the return is due to our error
  • Return shipping is:
    • Customer’s responsibility for change-of-mind returns
    • Our responsibility for defective or incorrect items

11. Risk & Ownership

Risk of return shipment remains with the customer until received by us, unless otherwise required by law.

We recommend using a trackable courier service.

12. Fraudulent or Abusive Returns

We reserve the right to refuse returns or refunds if:

  • Abuse of return policy is suspected
  • Items are repeatedly returned without valid reason
  • Goods are not returned in acceptable condition

13. Your Legal Rights

Nothing in this policy limits your statutory rights under:

  • Consumer Protection Act 68 of 2008 (CPA)
  • Electronic Communications and Transactions Act 25 of 2002 (ECTA)