Returns and Refunds Policy
You may exchange our products in their new, unopened condition within 30 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.
We supply physical and digital goods.
Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.
Goods with opened or broken packaging cannot return to us due to the nature of their personal use.
If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.
If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.
Cooling-off period for electronic transactions
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.
This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered.
Return of goods in terms of cooling-off period
You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.
Returns within 30 days
We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund.
Incorrect item delivered
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better).
However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:
- Please do not remove the product from its original packaging or any of the stickers or labels.
- Notify us as immediately and we will collect the product from you at no charge.
We will at your choosing:
- deliver the correct item to you as soon as possible (if available); or
- send you a voucher for the purchase price of the product; or
- issue a refund (using the same method of payment you originally used for the purchase).
Goods arrived damaged
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by logging a return on our website.
We will require the following information to assess where in the delivery process the damage may have occurred:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- issue a refund (using the same method of payment you originally used for the purchase).
- Please note that a refund is not available if the item was received as a gift.
How to return an item
There are different methods of returning an item:
- You may drop off the item at our head office or retail stores. There is no cost associated with this.
- You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.
How to package an item you want to return
The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as necessary so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
How we process your refund
Returns within 30 days
You will be offered a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of completing the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Refunds are handled within 8 to 10 working days of completing the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Our goods warranty
We warrant that all our goods are new and of good quality unless we clearly describe them as having specific defects.
Statutory warranty against defects
We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know.
Choice of compensation
Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.
Statutory warranty on repairs
We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.
Compensation under repair warranty
If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.
Statutory right to return unsuitable goods
If you are also a consumer under the CPA, you may return the goods within 10 days if they are unsuitable. We will refund the full price of any unsuitable goods in their original unopened packaging.
Invalidation of warranties and right to return unsuitable goods
Warranties on any of our goods will be invalid if any person has tampered with or altered the goods contrary to the instructions. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
Our returns and refunds procedure
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:
Notify us of the return at firstname.lastname@example.org. A customer support agent will then get hold of you shortly.
Any return of physical goods must include all accessories and instructions, and all original packaging. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
When you receive your returns reference from customer support, please mark the package clearly with this reference. We may refuse to accept a package that does not have this return reference number on it.
You may choose to have the item collected by our couriers or drop it off at one of our offices.
If you claim that our goods are defective, our staff will examine the goods for defects. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product; or
- where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to arrange the necessary steps to repair or replace the goods.
If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days.
If the item was given to you as a gift, you will need to provide the original purchaser’s details.
- Our customer support department contact details
Telephone number: 010 593 9217
Email address: email@example.com
Address: 84 Short Street, Muldersdrift, Johannesburg South Africa, 1747
Office hours: Monday to Friday: 08:00 to 17:00 – Closed on Saturdays, Sundays and Public Holidays
Customer queries and complaints
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.
Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Support Manager at firstname.lastname@example.org.
If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to resolve the problem, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.