RETURNS AND REFUNDS POLICY

Last updated: [DATE] Our objective is to provide customers with a fair and transparent process for returns, refunds and exchanges. This policy operates subject to your rights under applicable South African consumer legislation. Change-of-Mind and E-Commerce Cooling-Off Rights Certain electronic transactions may qualify for a statutory cooling-off period under the Electronic Communications and Transactions Act. Where that right applies, a customer may cancel a qualifying transaction within the applicable statutory period without giving a reason. Certain goods and services may be excluded from statutory cooling-off rights. Where a statutory cooling-off right applies, the return and refund will be administered according to the requirements of applicable law. Direct Marketing Transactions resulting from direct marketing may carry additional cancellation rights under the Consumer Protection Act where applicable. Where legislation provides a customer with a cancellation right, this policy will not restrict that right. Defective or Incorrect Goods If you receive goods that are defective, damaged, unsafe or materially different from what was ordered, please contact us as soon as reasonably possible at: Email: [RETURNS EMAIL] Please provide your order number and sufficient information for us to investigate the matter. Your statutory rights regarding defective goods are not affected by any voluntary return period offered by us. Voluntary Returns In addition to rights provided by law, we [DO / DO NOT] offer a voluntary change-of-mind return period. If offered: Products may be returned within [NUMBER] days of delivery, provided that they: • are unused; • are in saleable condition; • include original packaging where reasonably applicable; and • include proof of purchase. This voluntary policy does not replace statutory consumer rights. Items That May Not Qualify for Change-of-Mind Returns Subject to applicable law, certain goods may not qualify for change-of-mind returns, particularly where their nature makes return inappropriate or where a statutory exception applies. Examples may include goods that are personalised or made to specification, certain perishable products, and other categories excluded by applicable legislation. This does not remove rights relating to defective or incorrectly supplied goods. How to Request a Return To request a return: 1. Contact us at [RETURNS EMAIL]. 2. Provide your order number. 3. Identify the product you wish to return. 4. Provide the reason for the return where relevant. 5. Follow the return instructions supplied by our customer service team. Products should not be sent to an address other than our designated returns address unless instructed by us. Returns address: [RETURNS ADDRESS] Return Delivery Costs Responsibility for return delivery costs depends on the reason for the return and the consumer rights applicable to the transaction. Where the customer exercises a statutory cooling-off right, applicable legislation determines which return costs may be charged. Where goods are returned because they are defective, incorrect or otherwise non-compliant, the applicable statutory requirements will apply. Refunds Approved refunds will be processed using [ORIGINAL PAYMENT METHOD / SPECIFY METHOD], unless another arrangement is agreed or required by law. Refund processing times may depend on the payment provider or financial institution. Where legislation specifies a maximum refund period, we will process the refund within that period.