Returns, Cancellation and Refund Policy
Effective Date: [DATE]. Last Updated: [DATE].
We want you to be satisfied with your purchase. This Returns, Cancellation and Refund Policy explains when Products purchased through [WEBSITE URL] may be returned, exchanged or refunded. Nothing in this Policy limits any consumer right or remedy that cannot lawfully be excluded or limited under South African law.
1. Cancellation of Orders
You may cancel an order before it has been dispatched by contacting us at [CUSTOMER SERVICE EMAIL]. If the order has already been dispatched, the cancellation will be dealt with as a return in accordance with this Policy and applicable law.
2. Cooling-off Rights
Where applicable, consumers may have a statutory right to cancel an electronic transaction within the period prescribed by ECTA. Where a statutory cooling-off right applies, we will process the cancellation in accordance with the applicable legal requirements. The exercise of a statutory cooling-off right may be subject to the requirements and exclusions contained in applicable legislation.
3. Returns for Change of Mind
Subject to any statutory cooling-off rights, a change-of-mind return will only be accepted where expressly provided for on the Website or agreed to by us. Where we offer a voluntary change-of-mind return, the Product must generally be unused, be in its original condition, include its original packaging where applicable, include all accessories, manuals and components, and be returned within the period specified on the relevant product page or order documentation. Certain products may not be eligible for change-of-mind returns where permitted by law, including products that are personalised or custom-made, perishable, sealed products where the seal has been broken and the nature of the Product makes return inappropriate, or otherwise excluded by applicable law.
4. Defective Products
If a product is defective, damaged or does not comply with applicable statutory requirements, please notify us as soon as reasonably possible. Depending on the circumstances and applicable law, we may provide a replacement or a refund.
5. Damaged Products
If a product arrives damaged, please notify us within [7] days of delivery. Please provide photographs of the product, the packaging, the shipping label, and any visible damage.
6. Incorrect Product
If we have supplied a product that differs materially from the product ordered, please contact us. We will arrange an appropriate remedy, which may include collection and replacement of the incorrect product or a refund.
7. Missing Items
If an item is missing from your delivery, please contact us at [CUSTOMER SERVICE EMAIL] as soon as reasonably possible. We will investigate the order and arrange delivery of the missing item or another appropriate remedy.
8. Change of Mind and Delivery Costs
Where a return is permitted solely because of a change of mind, the customer may be responsible for reasonable return delivery costs, unless otherwise stated by us.
9. Refund Process
Once a return has been approved and any required inspection has been completed, we will process the applicable refund within the period required by law or, where no statutory period applies, within a reasonable period. Refunds will generally be made using the original payment method. The time taken for the refund to reflect in your account may depend on your bank or payment provider.
10. Returning Products
Where we approve a return, we will provide instructions regarding the return method. Depending on the circumstances, we may arrange collection, provide a return address, provide a courier waybill, or provide another reasonable return method. You should retain proof of return until the matter has been finalised.
11. Products Damaged By The Customer
Where a product is returned because of a change of mind, it may be subject to the return conditions stated above. Where a product is defective, our assessment will take into account whether the alleged defect arose from ordinary use or from misuse, abuse, accident or unauthorised modification. Nothing in this clause limits any statutory consumer right.
12. Promotional Products And Bundles
Where Products were purchased as part of a bundle or promotion, the refund will be calculated with reference to the amount actually paid and the applicable promotional terms. Where a promotional benefit depended on purchasing multiple Products, we may require the relevant Products to be returned together where permitted by law.
13. Refunds For Failed Delivery
If we are unable to fulfil an accepted order and cannot provide an appropriate alternative, we will refund amounts paid for the affected products in accordance with applicable law.
14. How To Request A Return Or Refund
Please contact: [CUSTOMER SERVICE / RETURNS EMAIL].
Please include your name, order number, date of purchase, Product name, reason for the return or refund, and photographs or other supporting information where relevant.
15. Statutory Rights
Nothing in this Policy excludes, restricts or limits any right or remedy available under the CPA, ECTA or any other applicable law. Where there is a conflict between this Policy and a mandatory statutory requirement, the statutory requirement will prevail.