RETURNS, REFUNDS AND CANCELLATIONS POLICY
Effective date: [DD Month YYYY]
Last updated: [DD Month YYYY]
Version: 1.0
1.INTRODUCTION
This Policy explains how cancellations, returns, repairs, replacements and refunds are handled for purchases made through [Website URL]. It forms part of our Website Terms and Conditions.
Supplier: [Full Legal Name], registration number [Registration Number], trading as [Trading Name].
Nothing in this Policy limits any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or other applicable law.
2.CONTACTING US ABOUT A RETURN
Contact [Returns Email] and provide:
2.1 your name and order number;
2.2 the product concerned;
2.3 the reason for the return or cancellation;
2.4 photographs or supporting information where relevant;
2.5 your preferred remedy, where the law gives you a choice.
We may issue a return authorisation number and instructions. Do not send products to us without confirming the correct return address and process.
3.CANCELLING BEFORE DISPATCH
3.1 You may request cancellation before dispatch by contacting us promptly.
3.2 If the order has not entered production, personalisation, framing, special sourcing or dispatch, we will ordinarily cancel it and refund the amount paid.
3.3 If work has already begun on a made-to-order or specially sourced product, reasonable costs already incurred may apply where permitted by law and disclosed before purchase.
3.4 Once an order has been dispatched, it will be handled under the applicable returns provisions below.
4.ELECTRONIC TRANSACTION COOLING-OFF RIGHTS
4.1 Certain transactions concluded electronically may qualify for a cooling-off period under ECTA.
4.2 Where the statutory right applies, a Consumer may cancel within the period prescribed by law, without penalty and without giving a reason.
4.3 The Consumer may be responsible for the direct cost of returning the goods, and we will process the refund within the period required by law.
4.4 Cooling-off rights do not apply to transactions excluded by ECTA, which may include certain financial services, auctions, food or consumables, personalised or made-to-order goods, sealed software or media that has been opened, newspapers or periodicals, gaming or lottery services, and accommodation, transport, catering or leisure services for a specific date or period.
4.5 The exact statutory position depends on the nature of the product or service. This section does not create a cooling-off right where the law excludes it.
5.CHANGE-OF-MIND RETURNS
[ADAPT THIS SECTION TO THE BUSINESS’S COMMERCIAL POLICY.]
5.1 In addition to statutory rights, we accept eligible change-of-mind returns requested within [Number] days after delivery, provided that the product is:
5.1.1 unused, undamaged and in a resalable condition;
5.1.2 returned with its original packaging, labels, accessories, certificates and components;
5.1.3 not listed as excluded under section 6.
5.2 Unless the return results from our error, defect or legal obligation, you are responsible for arranging and paying for safe return delivery.
5.3 Original delivery charges [will / will not] be refunded for a voluntary change-of-mind return, subject to statutory rights.
5.4 We may make a reasonable deduction where a returned product has been handled beyond what is reasonably necessary to inspect it, where permitted by law.
6.PRODUCTS GENERALLY EXCLUDED FROM CHANGE-OF-MIND RETURNS
Subject to applicable law, change-of-mind returns may be excluded for:
6.1 personalised, customised, engraved, framed-to-order or specially manufactured products;
6.2 goods specially sourced or ordered for the customer;
6.3 perishable goods or products likely to deteriorate rapidly;
6.4 sealed goods unsuitable for return for health or hygiene reasons once unsealed;
6.5 sealed software, audio, video or digital media once opened or accessed;
6.6 digital content supplied electronically after performance has begun with the required consent;
6.7 gift cards or vouchers, except where the law requires otherwise;
6.8 products damaged through misuse, neglect, incorrect installation, alteration or ordinary wear and tear.
These exclusions do not remove rights relating to defective, unsafe, incorrectly supplied or misdescribed products.
7.DEFECTIVE OR UNSAFE GOODS
7.1 Goods supplied to Consumers are subject to the statutory warranty of quality under the CPA where applicable.
7.2 If goods fail to meet the standards required by the CPA within six months after delivery, a Consumer may be entitled to return them and choose a repair, replacement or refund, subject to the Act and the circumstances.
7.3 We may inspect the product to confirm the defect and determine whether it resulted from manufacture, materials or supply rather than misuse, alteration, accidental damage or ordinary wear and tear.
7.4 If a repaired product fails again within the period protected by the CPA, the Consumer may have further statutory rights.
7.5 Manufacturer or extended warranties apply in addition to, and do not replace, non-excludable statutory rights.
8.DAMAGED ON DELIVERY
8.1 Notify us as soon as reasonably possible if a parcel or product arrives visibly damaged.
8.2 Keep the packaging and provide photographs of the parcel, label and damage where available.
8.3 Once verified, we will arrange an appropriate remedy, which may include collection, repair, replacement or refund.
8.4 Prompt notice helps us pursue a courier claim, but does not reduce a longer statutory right that applies.
9.INCORRECT, INCOMPLETE OR MISDESCRIBED ORDERS
If we supply the wrong product, omit an item or materially misdescribe a product, notify us. Once verified, we will arrange the correction, collection, replacement or refund at no additional cost to you.
10.RETURN CONDITION AND PACKAGING
10.1 Package returned products securely to prevent damage in transit.
10.2 Include all accessories, certificates, manuals, parts and promotional items supplied with the product.
10.3 You may be responsible for damage caused by inadequate return packaging where the return is arranged by you and the damage is not attributable to a defect or our courier.
11.RETURN DELIVERY COSTS
11.1 We will bear reasonable return costs where goods are defective, damaged on delivery, incorrect or misdescribed, or where the law requires us to do so.
11.2 You will ordinarily bear return costs for a voluntary change-of-mind return or an ECTA cooling-off return where the law permits this.
11.3 We may provide a courier label or arrange collection and deduct an agreed or lawful amount from the refund where appropriate.
12.INSPECTION
12.1 We will inspect returned products within a reasonable period after receipt.
12.2 Inspection is not intended to defeat statutory rights. It allows us to confirm identity, condition, accessories, alleged defects and the appropriate remedy.
12.3 We will communicate the outcome and any next steps.
13.REFUNDS
13.1 Approved refunds will normally be made to the original payment method unless another lawful arrangement is agreed.
13.2 We aim to initiate approved refunds within [Number] Business Days after approval or within any shorter period required by law.
13.3 Banks and payment providers may take additional time to reflect the refund.
13.4 Refunds do not include unauthorised third-party costs or avoidable return costs unless required by law.
14.EXCHANGES
[DELETE IF EXCHANGES ARE NOT OFFERED.]
Eligible products may be exchanged subject to stock availability. Price differences and additional delivery charges may apply. If the replacement is unavailable, we will offer another appropriate remedy.
15.SERVICES, BOOKINGS AND SUBSCRIPTIONS
[DELETE IF NOT APPLICABLE.]
15.1 Cancellation rights for services, bookings and subscriptions depend on the service terms, timing, work already performed and applicable law.
15.2 Fixed-term Consumer agreements are subject to the CPA, including lawful notice and any reasonable cancellation charge.
15.3 A booking for a specific date may have separate cancellation terms disclosed before purchase.
16.PROMOTIONAL AND SALE ITEMS
Sale or promotional items remain protected by statutory rights. A reduced price does not by itself remove the right to return a defective or misdescribed product.
If a product was discounted because of a specific disclosed defect, that disclosed defect will not ordinarily provide a basis for a return, but other undisclosed defects and statutory rights remain unaffected.
17.GIFTS
A gift recipient may contact us about a defective product. Refunds will ordinarily be paid to the original purchaser and payment method unless another arrangement is lawful and practical.
18.ABUSE AND FRAUD
We may reject a return or take reasonable investigative steps where there is evidence of fraud, substitution, tampering, abuse of the returns process or a product not supplied by us. This does not permit us to reject a valid statutory claim without reasonable grounds.
19.COMPLAINTS
If you disagree with a return decision, send a written complaint to [Complaints Email]. We will review it and aim to respond within [Number] Business Days.
Nothing prevents a Consumer from approaching the National Consumer Commission, a consumer court, applicable ombud, industry body or court with jurisdiction.
20.CONTACT DETAILS
Returns email: [Returns Email]
Telephone: [Telephone Number]
Return address: [Return Address]
Operating hours: [Hours]