Refund Policy

Last updated: 28 February, 2025

At +27 11 123 4567, we are committed to ensuring customer satisfaction. If you are not completely satisfied with our products, we are here to help you with refunds or exchanges. This refund policy describes the terms and procedures for refund requests in accordance with South African consumer protection laws.

1. Refund Eligibility

To be eligible for a refund, you must request it within 7 days from the date of delivery for online purchases (as per the Consumer Protection Act) and meet the following conditions:

  • The product must be in its original condition, unopened and unused.
  • You must provide proof of purchase, such as an invoice or order number.
  • All original packaging, labels, and accessories must be included.

2. Refund Process

To request a refund:

  1. Contact our customer support team via email or phone using the details provided below.
  2. Provide your order details and a clear explanation of why you're requesting a refund.
  3. Submit any necessary documentation, such as photos of defective products or your proof of purchase.
  4. Our team will provide instructions for returning the product (if applicable).

Our team will evaluate your request and notify you of the outcome within 5 business days, in line with South African business practices.

3. Defective Products

As per the Consumer Protection Act of South Africa, if you receive a defective product:

  • You have the right to return it within 6 months of purchase.
  • You can choose between a refund, replacement, or repair.
  • We will cover the cost of return shipping for defective items.

4. Partial Refunds

In certain cases, we may issue partial refunds:

  • If the product shows signs of use or damage not present upon delivery.
  • For items returned outside the cooling-off period but within a reasonable timeframe.
  • For promotional or discounted items where terms were clearly stated at purchase.

5. Exceptions

Refunds are not provided in the following cases (unless defective):

  • Digital products that have been downloaded or accessed.
  • Custom or made-to-order items specifically created for you.
  • Sealed products that have been opened and cannot be resold due to health or hygiene reasons.
  • Items specifically marked as "non-refundable" at the time of purchase.

6. Refund Method

If your refund is approved, it will be processed as follows:

  • The refund will be issued to your original payment method (EFT, credit card, etc.).
  • Processing typically takes 7-14 business days depending on your bank or payment provider.
  • For EFT refunds, you will need to provide your banking details.
  • You will receive confirmation via email once your refund has been processed.

7. Exchange Policy

If you prefer to exchange a product rather than request a refund:

  1. Contact our support team with your order details within 14 days of delivery.
  2. Explain which product you would like to exchange and for what alternative.
  3. Return the original product according to our instructions.
  4. Once received, we will ship the replacement item to you.

8. Shipping Costs

For standard returns within the cooling-off period, the customer is responsible for return shipping costs. For defective products or items shipped in error, we will cover the return shipping costs. Original shipping fees are non-refundable except in cases of defective products.

9. Contact Us

For any questions or assistance related to refunds or exchanges, please contact us:

  • Email: [email protected]
  • Phone: +27 11 123 4567
  • Address: 1st Floor, 173 Oxford Road, Rosebank, Johannesburg, 2196, South Africa
Important Notice: This refund policy complies with the Consumer Protection Act (CPA) of South Africa. In case of any discrepancy between this policy and your rights under South African law, the law will prevail. We may update this policy occasionally, so we recommend reviewing it regularly.