Refunds and Returns Policy

Last Updated: 15 January 2025

This document outlines our policy regarding refunds and the return of physical goods.

1. Our Goods

We supply printed products for branding and promotional purposes, such as coffee mugs, caps, mouse pads, key rings, etc.

2. Read Instructions

Please carefully read and follow all instructions that come with our goods. Additional information is available on our website at [website].

3. Cooling-off Period

Under Section 44 of the ECT Act, if you are a natural person and the end user in an electronic transaction, you may cancel the transaction within seven days without reason or penalty. This applies to transactions concluded via our website, email, or SMS.

4. Our Goods Warranty

We warrant that all our goods are new and of good quality, unless they are explicitly described as used, reconditioned, or having specific defects.

5. Return of Goods in Terms of Cooling-off Period

Goods must be returned in new condition with all packaging and materials. We will refund the purchase price minus the direct costs of return within 30 days of cancellation.

6. Statutory Goods Warranty for Six Months

All new goods come with a six-month warranty against defects for normal use, in line with the CPA.

7. Defective Goods

Goods are considered defective if they were unsafe or had defects at the time of supply due to substandard materials, components, or workmanship. The burden of proof lies with the consumer.

8. Statutory Compensation

We will repair, replace, or refund defective goods returned within the six-month warranty period, following our returns procedure.

9. Choice of Compensation

Consumers under the CPA have the choice of repair, replacement, or refund for defective goods. For other customers, we decide the compensation method.

10. Statutory Warranty on Repairs

Repaired goods are warranted against repair failure for the remaining portion of the original statutory warranty plus an additional three months.

11. Compensation Under Repair Warranty

Consumers under the CPA can choose replacement or refund for goods that fail within the three-month repair warranty period.

12. Our Extended Warranty

After the statutory warranty, we may offer an extended warranty, details of which will be provided in writing. This might involve repair or replacement within the extended period, potentially at an additional cost.

13. Suitably Qualified Technician

If you suspect goods are defective, have them inspected by a reputable, independent technician qualified to assess similar products.

14. Technical Inspection Fee

We may charge a fee up to R50 for inspecting goods for defects, refundable if the goods are found defective upon supply.

15. Our Technicians’ Duties

Our technicians are trained to identify defects and misuse, providing reasons for denying claims if they believe goods were misused.

16. Limited Refund of Inspection Fee

The inspection fee is not refundable if our technicians determine the goods were not defective when supplied.

17. Invalidation of Warranties and Right to Return Unsuitable Goods

Warranties are void if goods are tampered with by unqualified persons or if warranty labels are removed. Deliberate damage to claim a refund might be fraudulent.

18. Exclusion of Industrial Use

Warranties do not cover industrial or unusual commercial use unless explicitly stated.

19. Statutory Right to Return Unsuitable Goods

Under the CPA, consumers can return goods within ten days if they weren’t examined before delivery or are unsuitable for a purpose communicated to us in writing.

20. Returns of Unsuitable Goods

Unsuitable goods must be returned within ten days following our procedure.

21. Refund of Price of Unsuitable Goods

Full refunds are given for unopened goods. For opened goods, we may deduct reasonable amounts for use, repackaging, and restocking, up to 25% of the cost.

22. Postage Costs

We refund reasonable postal and insurance costs for returning defective or unsuitable goods after confirming defects.

23. Procedure for Returns to Other Suppliers

Goods bought through other suppliers should be returned to them according to their procedures.

24. Our Returns and Refunds Procedure

  • Download or request a return/refund claim form.
  • Fill out the form with necessary details.
  • Submit the form to customer services, who will provide a claim number.
  • Return goods with proof of purchase, accessories, and packaging.
  • Clearly mark the return claim number on the package.
  • Send via registered, insured post or deliver directly, notifying us of the shipment.

25. Dispute Resolution

If issues persist, customers can pursue further action through an ombudsman or legally, as per the CPA.

26. Our Customer Services Department Contact Details

Contact details are available on our website’s contact page during office hours.

27. Customer Queries and Complaints

We aim for customer satisfaction. Please contact customer service with your invoice for any issues or questions.

This policy is designed to comply with the Consumer Protection Act, ensuring consumers’ rights are protected while providing clarity on the return and refund process for our promotional products.

 

Document Number: ibL CR-1

Version: 1