RETURNS & REFUNDS POLICY
(CPA-Compliant – South Africa)
This Returns & Refunds Policy is aligned with the South African Consumer Protection Act, 68 of 2008 (“CPA”). It explains your rights as a consumer and our responsibilities as a supplier.
1. Preparing Your Product for Return
To ensure your return is processed quickly, you are responsible for the following:
- Package the product securely to prevent damage during transit.
- Include all accessories, parts, manuals, and packaging originally supplied with the product.
Failure to meet these requirements may delay or invalidate your return.
2. Incorrect, Damaged or Not-as-Described Products
If we deliver the wrong product, or the product does not match the description on our website, please notify us immediately. We will collect the product at no cost to you.
Any incorrect, damaged, or visibly defective product must be reported to us within 24 hours of delivery, together with photos and supporting details where applicable.
Once inspected and validated, you may choose one of the following remedies, as required by the CPA:
- Repair,
- Replacement, or
- Refund.
3. Definition of a Defect
A defect is a material imperfection in the manufacture of a product, or any characteristic that makes the product less acceptable than one would reasonably expect.
The following do NOT qualify as defects:
- Normal wear and tear
- Damage caused by negligence, misuse, or incorrect installation
- Damage caused by electrical surges or environmental exposure, such as sea air corrosion
- Damage caused by failure to maintain or care for the product
- Damage caused by unauthorised alterations or modifications
- Situations where the product is accurately described and fit for purpose, but does not meet your personal preference
4. Six-Month CPA Warranty (Defective Goods)
If a product becomes defective within six (6) months of purchase, you may choose:
- Repair,
- Replacement, or
- Refund.
We cannot facilitate defect-related returns outside this six-month period.
Where a product is returned for warranty assessment and, after inspection, is found not to be defective or the issue is found to have been caused by misuse, incorrect assembly, negligence, lack of maintenance, unauthorised modification, normal wear and tear, or failure to follow the manufacturer’s instructions or standard operating practices, the purchaser will be responsible for all return courier, assessment, repair, and redelivery costs.
4.1 Warranty on Repairs
Repairs carry a three-month warranty. If the repair fails within this period, you may request a replacement or refund.
5. Cooling-Off Period for Online Purchases (CPA Section 16)
If you purchased online, you may cancel the transaction within seven (7) days of receiving the goods.
Conditions:
- Product must be unused, unopened, and in original packaging.
- You are responsible for return courier costs.
- Refunds are processed once the product is inspected and confirmed to be in resalable condition.
This right does not apply to:
- Opened consumables
- Hygiene-sensitive items
- Custom-made or personalised products
6. Non-Defective Returns (Change of Mind)
If you wish to return a product that is not defective, the following conditions apply:
- Product must be unused, unopened, and in original packaging
- You are responsible for return courier costs
- A handling fee may apply where permitted by the CPA
- Refunds are processed only after inspection and approval
We reserve the right to decline returns that do not meet these conditions.
7. Furniture & Equipment Assembly Clause
For hygiene, safety, and resale reasons, any furniture or equipment that has been assembled cannot be returned, unless the item is defective within the meaning of the CPA.
Once assembled, the product is considered used and cannot be resold as new.
8. Consumables & Hygiene-Sensitive Products
The following items cannot be returned once opened, unless defective:
- Wax, oils, lotions, skincare products
- Any consumable product
- Hygiene-sensitive items
9. Refund Processing & Payment Method
Refunds will be processed within 15 business days after inspection and approval.
Refunds will be made using the same payment method used for the original transaction.
10. Transaction Fees on Cancelled Card or Payflex Orders
Cancelled orders paid via credit card or Payflex will attract a 3.5% transaction fee. This fee covers non-refundable merchant processing costs.
This fee applies to:
- Customer-initiated cancellations
- Cooling-off cancellations
- Change-of-mind returns
It does not apply to defective goods or incorrect deliveries.
11. Inspection Timeframes
All returned products undergo a quality inspection, which may take 3–7 business days. Refunds or replacements will only be processed once inspection is complete.
12. Products Not Eligible for Return
The following items cannot be returned unless defective:
- Assembled furniture or equipment
- Opened consumables
- Hygiene-sensitive items
- Custom-made or personalised products
- Items damaged due to misuse, negligence, or unauthorised modification
13. Liability, Assembly, Maintenance and Safe Use
The buyer is responsible for ensuring that all furniture, equipment, electrical products, and heat-related products are assembled, installed, operated, inspected, and maintained correctly and in accordance with the manufacturer’s instructions, applicable safety guidelines, and standard operating practices.
We will not be liable for any loss of business, loss of income, indirect loss, consequential loss, damage, injury, or incident arising from incorrect assembly, improper installation, misuse, negligent use, failure to follow operating instructions, failure to follow standard operating practices, or failure to conduct regular inspections and maintenance.
Regular inspection, servicing, cleaning, and maintenance of equipment is the responsibility of the buyer. Electrical and heat-producing products must always be used in accordance with standard operating practice and safety precautions to reduce the risk of accidents, injury, fire, damage, or other incidents.