Return, Exchange & Refund Policy

Effective & Last Updated: November 2026 • Your Store Name

At Your Store Name, we want you to shop with complete confidence. This Return, Exchange & Refund Policy sets out your store return options as well as your inalienable statutory rights under the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

1. Voluntary Store Returns (30-Day Return Window)

You have 30 calendar days from the date you receive your order to request a return on eligible items. To qualify for a standard change-of-mind return, the item must be unused, unworn, in the same condition that you received it, and in its original sealed packaging with all tags and accessories intact.

2. Electronic Cooling-Off Right (ECT Act Section 44)

In addition to our store return window, Section 44 of the ECT Act entitles you to cancel qualifying electronic transactions within 7 (seven) calendar days of receiving the goods (or within 7 days of concluding a service agreement) without reason and without penalty. Under Section 44(2), you are only liable for the direct courier cost of returning the goods. Full refunds are processed within the statutory maximum of 15 business days (and typically within 5-7 business days).

3. Defective, Damaged or Incorrect Goods (CPA Sections 20, 55 & 56)

• Damaged on Arrival or Wrong Item Sent: If your order arrives damaged in transit or does not match what you ordered, please notify us within 48 hours of delivery and we will arrange a free collection and replacement or full refund at our cost.
• 6-Month Statutory Implied Warranty (CPA Section 56): All goods sold carry a 6-month statutory warranty of quality under the Consumer Protection Act. If a product develops a material manufacturing defect or fails to perform as reasonably expected within 6 months of delivery (excluding normal wear and tear, misuse, or unauthorised modification), you may return it at our expense for your choice of a repair, replacement, or full refund.

4. Non-Returnable Items (CPA s20(3) & ECT Act s42(2))

For health, hygiene, and statutory reasons, the following items are exempt from standard change-of-mind returns (unless defective on arrival):

Gift cards, downloadable software/digital products, personalised/custom-made items, and perishable or unsealed hygiene goods.

5. Refund Processing Timeframe

Once your returned item is received and inspected, we will notify you via email. Approved refunds are credited back to your original payment method (or via EFT where applicable) within 5-7 business days.

6. How to Initiate a Return

To start a return or warranty claim, please contact Your Store Name with your Order Number and a brief description (plus photos if damaged/defective):

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