Refund Policy

Last updated: 28 February, 2025

At , your satisfaction is our priority. This policy outlines the terms and conditions for refunds, returns and exchanges in accordance with the Consumer Protection Act (CPA) of South Africa.

1. Cooling-Off Period

In accordance with the Consumer Protection Act, you have the right to return goods within days of delivery if the purchase was made through electronic transactions (online, telephone, or postal orders). The goods must be returned in their original condition and packaging.

2. Requirements for Refunds and Returns

  • The product must be in its original condition, unused and with all original packaging and labels intact.
  • You must provide a proof of purchase (invoice, receipt, or order confirmation).
  • For defective or damaged products, photographic evidence may be requested.
  • Items returned after the cooling-off period will be assessed on a case-by-case basis.

3. Ineligible Products

As per the Consumer Protection Act, the following items are not eligible for return or refund unless they are defective:

  • Products that have been used or damaged by the customer.
  • Downloaded digital content once the download process has begun.
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
  • Custom-made or personalized items.
  • Goods which are liable to deteriorate or expire rapidly.
  • Gift vouchers or promotional codes.

4. Defective Products

Under the Consumer Protection Act, you have the right to receive goods that are of good quality, free from defects, and reasonably suitable for their intended purpose. If a product is defective, you are entitled to:

  • Return the product within 6 months of purchase for a full refund, replacement, or repair.
  • Choose between a refund, replacement, or repair for defective items.

5. Request Procedure

To initiate a return or refund request, please contact us at [email protected] and provide the following information:

  • Your full name and contact details.
  • Order number or proof of purchase.
  • A detailed description of the reason for your return or refund request.
  • Evidence (e.g., photographs in case of defective or damaged products).
  • Your preferred resolution (refund, replacement, or repair).

6. Shipping and Handling Costs

For returns due to defects, errors on our part, or items covered under the cooling-off period, we will refund the return shipping costs. For other returns, the customer is responsible for the return shipping costs. Original shipping costs are non-refundable unless the return is due to a defect or error on our part.

7. Refund Processing

Once your return is received and inspected, we will process your refund as follows:

  • Refunds will be processed within 7-14 business days.
  • Credit will be applied to your original method of payment.
  • You will receive a confirmation email when your refund has been processed.

8. Changes to This Policy

We reserve the right to update this policy in accordance with applicable law. Any changes will be effective immediately upon posting the updated policy on our website. We recommend reviewing this page periodically to stay informed of any changes.

9. Contact Us

If you have any questions or concerns about this refund policy, please contact us:

  • Email: [email protected]
  • Phone: +27 11 123 4567
  • Address: 1st Floor, 173 Oxford Road, Rosebank, Johannesburg, 2196, South Africa