Refund & Returns Policy
- Overview
- Enacted in 2009, the Consumer Protection Act was drafted and later adopted with the main objective being to promote a fair, accessible and sustainable marketplace for consumer products and services.
- In light of this, the Consumer Protection Act gives rights, duties and obligations to both consumers and suppliers as main roleplayers in the marketplace. These rights, duties and obligations govern commercial transactions as well as the goods and services which form part of those transactions.
- One of the rights granted by the Act is the consumer’s the right to choose. This right to choose encompasses amongst other the rights, duties, obligations and procedures applicable when a consumer requires a refund in respect of goods and services purchased.
- Scope
- This policy applies to all consumers (and/or anyone whom they authorize to act on their behalf) who enter into and complete transactions with The Company for the purchase of products or services.
- These transactions must take place in the ordinary course of business and not fall into one of the categories of exemption.
- Applicable Legal Principles
- Goods
- The consumer has the right to return goods purchased and request a refund from the supplier (at the supplier’s risk and expense) in the following instances:
- Where goods were bought and sold as a result of direct marketing and the consumer wishes to exercise their rights in terms of the cooling off period:
- Where the consumer did not have the opportunity to examine the goods before delivery and thus rejects the goods for reasons such as:
- The goods are not the type and quality that they agreed on;
- Where the goods are special order or custom made – they do not meet the requirements as per special order or custom request.
- Where a mixture of goods is delivered and the consumer rejects delivery thereof;
- Where the goods are not suitable for the purposes for which they were purchased;
- Where the goods are unsafe, defective or of a poor quality.
(Note: the consumer must request this refund and return within 10 days of delivery)
- The following types of goods are not subject to the refund policy:
- If for reasons of public health, return is prohibited (i.e. personal bodily items such as cosmetics, underwear etc)
- After having been delivered to the consumer, the goods have been physically altered, disassembled, damaged, permanently affixed or embedded into something else.
- The supplier must refund the consumer the full purchase price minus any amounts which they may reasonably be permitted to charge.
- The supplier may impose a charge in the following instances:
- Where the goods are in original condition but have been repackaged, they supplier may charge for what was used by the consumer in the time the goods were in their possession.
- Where the goods were consumed or depleted by the consumer (unless the consumer depleted or consumed to determine whether the goods were acceptable or adequate)
- For necessary restoration costs
- Services
- If the supplier fails to provide a service, the consumer is permitted to:
- request the supplier to remedy to defect in the quality of services;
- request a refund of a reasonable portion of the price paid for the services performed thus far having due regard to the extent of the
- If the supplier fails to provide a service, the consumer is permitted to:
- Policy Statement
- The following policy statement(s) shall be applicable to all transactions between the Company and its Consumers.
- If an item a customer has purchased is not what the customer had in mind or for any reason does not meet their needs or expectations, the company will give the customer 14 days to return the item for a refund. The item must be in a resalable condition and have the original packaging including all attachments, accessories and documentation, and the item must be unused and in original condition. In the event that the client elect to takes a refund, promotional free or bundled items that were part of the purchase must also be returned.
- Certain Products are excluded from the 14 day Returns Policy due to hygiene reasons and or consumables, applicable legislation or for reasons of cost efficiency. The goods excluded from the ____ Day Return Policy are:_____________.
- Should a product be faulty within the first 6 months of delivery, the company will replace, repair or refund the item at no cost to the consumer.
- Once the company has assessed a returned item and approved as a refund, the consumer will receive his or her money back in the same manner in which payment was made:
- Credit note
- Electronic transfer directly into your account (5 to 10 working days due to COVID19 disruptions)
- Cash (if the original payment was made in cash)
- Credit card (by reversal back to your credit card and subject to banking delays)
- Cheque – within one week of request and only once your original cheque has cleared
- Gift card
- The company will refund a purchase for the exact amount paid less the following:
- Credit note
- Re-packaging costs.
- Any delivery costs already incurred by the company.
- Any restocking fee for special orders.
- Services
- Refunds for services shall be considered on a case-by-case basis.
- The following policy statement(s) shall be applicable to all transactions between the Company and its Consumers.
- Enforcement
5.1 An employee found to have violated this policy may be subject to disciplinary action, up to and including termination of employment. A violation of this policy by a temporary worker, contractor, or vendor may result in the termination of their contract or assignment with The Company.