Refund policy

Returns, Refunds & Exchanges Policy

Last updated: 7 September 2026

At Saffa Supply, we want you to be happy with your purchase. This Returns, Refunds & Exchanges Policy explains how returns, refunds, exchanges and defective products are handled in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable laws.

Nothing in this policy is intended to limit, exclude or waive any right that you have under applicable South African law.

1. Your Statutory Consumer Rights

Nothing in this policy affects your rights under the CPA or any other applicable law.

Our products are required to be of acceptable quality, in good working order, free from defects, reasonably suitable for their intended purpose, and compliant with applicable legal standards.

Where a product is defective, unsafe or otherwise fails to meet the requirements of the CPA, you may have the right to return the product within 6 months of delivery.

Where the statutory requirements are met, you may be entitled to choose a repair, replacement or refund, as provided for by applicable law.

Where we repair a product and the same defect or another failure occurs within 3 months after the repair, your further rights will be determined in accordance with the CPA.

We will not use this policy to remove or reduce rights that cannot legally be excluded.

2. Defective, Damaged or Faulty Products

If your product arrives damaged, defective, unsafe, incomplete or does not function as reasonably expected, please contact us as soon as reasonably possible.

For a defect or failure falling under the CPA's statutory warranty provisions, the product may be returned within the applicable 6-month period.

After receiving the product, we may reasonably inspect and test it to determine the nature and cause of the reported problem.

Where the issue is covered by the CPA, we will provide the remedy required by law, which may include:

  • Repairing the product;

  • Replacing the product; or

  • Refunding the purchase price.

Where a return is required because of a qualifying defect, failure or unsafe condition under the CPA, the return will be handled at our risk and expense as required by law.

Important

A product will not necessarily be considered defective simply because:

  • You have changed your mind;

  • You no longer want the product;

  • You ordered the wrong product;

  • You ordered the wrong size, colour or variant;

  • You expected the product to perform differently from its advertised specifications;

  • You used the product outside its intended purpose;

  • You failed to follow the product's instructions or safety warnings; or

  • The product has been damaged through misuse, negligence, improper installation, unauthorised modification or abnormal use.

However, nothing in this section limits any statutory rights you may have under the CPA.

3. Change-of-Mind Returns

For purchases where no statutory return right applies, a change-of-mind return is subject to our voluntary return policy.

Unless otherwise required by law, we may accept a change-of-mind return where:

  • You contact us within 14 days of delivery;

  • The product has not been used;

  • The product is in a resalable condition;

  • The product is returned with its original packaging, accessories, manuals and components;

  • The product has not been damaged, modified or altered; and

  • The product is not excluded from voluntary change-of-mind returns under this policy.

We reserve the right to refuse a voluntary change-of-mind return where the above conditions are not met.

For voluntary change-of-mind returns, the customer is responsible for the reasonable cost of returning the product to us, unless applicable law requires otherwise.

We may deduct reasonable costs permitted by law where a product has been used, damaged or returned in a condition that is materially worse than when supplied, provided that such deduction is legally permissible.

4. Kitchen and Food-Contact Products

Certain kitchen products may come into contact with food, liquids or other consumable materials.

For health, hygiene and safety reasons, we may refuse a voluntary change-of-mind return of a product that has been used or that cannot reasonably be resold in hygienic and sanitary condition.

This does not remove or limit any statutory right to return a product that is defective, unsafe or otherwise covered by the CPA.

5. Incorrect Product Received

If we send you the wrong product, please contact us as soon as reasonably possible.

Where we have supplied a product that does not correspond with the agreement or order, we will work with you to correct the error.

Depending on the circumstances, this may include:

  • Supplying the correct product;

  • Replacing the incorrect product; or

  • Providing a refund where required.

Where the incorrect product was supplied due to our error, we will arrange the appropriate return process at our expense where required.

6. Missing Parts or Accessories

If your product is missing components, accessories or parts that were included with your purchase, please notify us as soon as possible.

We may request photographs, videos or other reasonable information to help us establish what is missing and determine the appropriate remedy.

Where the issue constitutes a defect or failure covered by the CPA, your statutory rights remain unaffected.

7. Products Damaged During Delivery

Please inspect your parcel when it arrives.

If the packaging or product appears damaged, please take photographs of the packaging and product and contact us as soon as reasonably possible.

You should retain the original packaging until the matter has been resolved.

Evidence of delivery damage may assist us in processing your claim, but failure to notify us immediately does not by itself remove any statutory rights you may have.

8. Products Damaged Through Misuse

We are not responsible for damage caused by circumstances outside the product's reasonably intended use, including, where applicable:

  • Accidental damage;

  • Improper use;

  • Failure to follow operating instructions;

  • Failure to follow safety warnings;

  • Incorrect assembly;

  • Incorrect installation;

  • Unauthorised modification;

  • Use of incompatible accessories;

  • Exposure to conditions for which the product was not designed;

  • Excessive force;

  • Neglect;

  • Commercial or industrial use where the product was not marketed for such use; or

  • Normal wear and tear.

Where reasonably necessary, we may inspect the product to establish the cause of the problem.

Nothing in this section limits rights that cannot legally be excluded under South African law.

9. Return Procedure

To request a return, please contact us through the contact details provided on our website.

Please provide:

  • Your order number;

  • Your full name;

  • Contact details;

  • The product concerned;

  • The reason for the return; and

  • Photographs or videos where reasonably requested.

We may request additional information where necessary to assess the return.

Do not send products back without first contacting us and receiving return instructions, unless applicable law requires otherwise.

Returns sent without the required information may take longer to process.

10. Product Inspection

Where a product is returned because of an alleged defect, failure or damage, we may reasonably inspect and test the product.

The inspection is intended to determine whether the reported problem exists and, where relevant, whether it arose from a manufacturing defect, product failure, misuse, accidental damage or another cause.

If the product is found to be defective or otherwise covered by the CPA, we will provide the remedy required by law.

If the product is found to be functioning correctly and no statutory return right applies, the product may be returned to the customer.

11. Refunds

Where a refund is legally due, we will process the refund using the appropriate payment method, subject to applicable payment-provider processing requirements and applicable law.

Refund timing may depend on the payment method and financial institution involved.

A refund will not be withheld merely because a customer has not retained original packaging where the law does not permit such a requirement.

12. Exchanges

Where an exchange is permitted or required, we may replace the product with:

  • The same product; or

  • Where appropriate and agreed, another product of equivalent value.

If a replacement product is unavailable, your statutory rights will apply, including any right to a refund where required by law.

13. Delivery Costs

Where a return is required because the product is defective, unsafe or otherwise qualifies for a statutory return under applicable law, return and related costs will be handled in accordance with the applicable legal requirements.

For voluntary change-of-mind returns that are not required by law, the customer may be responsible for reasonable return delivery costs.

14. Sale, Discounted and Promotional Products

Sale, discounted and promotional products remain subject to all mandatory consumer rights under South African law.

A reduced price does not automatically remove statutory rights.

Where a product was clearly sold in a particular condition and the customer was expressly informed of that condition and agreed to accept it, the applicable legal rules concerning that condition will apply.

15. Clearance, Open-Box and Used Products

Where we sell open-box, used, refurbished or clearance products, the condition of the product will be clearly disclosed before purchase where required.

Any specific condition expressly disclosed and accepted by the customer will be taken into account when assessing a later complaint.

However, we will not exclude statutory rights that cannot legally be excluded.

16. Incorrect Ordering

Customers are responsible for checking that the selected product, model, size, colour, variant and quantity are correct before completing an order.

If you order the incorrect product or change your mind after ordering, we will attempt to assist where reasonably possible.

However, an incorrect order or change of mind does not automatically create a statutory right to a refund.

Any voluntary return will be subject to the conditions in this policy.

17. Unclaimed or Refused Deliveries

If a customer refuses or fails to accept delivery without a lawful reason, we may contact the customer to arrange a further delivery or return.

Any reasonable costs arising from an unauthorised refusal or failed delivery may be recoverable to the extent permitted by law.

This clause does not apply where the customer has lawfully rejected delivery or cancelled the transaction under applicable legislation.

18. Orders Cancelled Before Dispatch

If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to cancel the order.

If the order has already been processed or dispatched, the applicable return and cancellation provisions will apply.

Nothing in this section limits any cancellation right provided by law.

19. Electronic and Online Transactions

Because Saffa Supply sells products online, additional legal requirements may apply to electronic transactions.

Where legislation gives a consumer a cancellation or cooling-off right, that right will apply regardless of anything inconsistent with this policy.

Nothing in this policy is intended to remove a consumer's rights under the ECTA or CPA.

20. Fraudulent or Abusive Returns

We reserve the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include situations such as:

  • Repeatedly returning products after substantial use while claiming they are unused;

  • Knowingly submitting false information;

  • Returning a different product from the one purchased;

  • Returning products that have been intentionally damaged;

  • Attempting to obtain multiple refunds for the same order; or

  • Other dishonest conduct.

Where permitted by law, we may refuse voluntary returns or take appropriate action in response to fraudulent activity.

Nothing in this section limits a consumer's genuine statutory rights.

21. Gift Purchases

If a product was purchased as a gift, any refund will generally be made to the original purchaser or original payment method, subject to applicable law.

A gift recipient may contact us regarding a defective product, and we will assist in accordance with the applicable consumer rights.

22. No Waiver of Consumer Rights

Nothing contained in this policy, our website, product descriptions, advertisements, order confirmations or other communications is intended to:

  • Exclude any consumer right that cannot legally be excluded;

  • Waive the Consumer Protection Act;

  • Exclude statutory warranties;

  • Prevent a consumer from exercising a lawful remedy; or

  • Require a consumer to surrender a legal right as a condition of purchasing a product.

Where any provision of this policy conflicts with mandatory South African law, the applicable law will prevail.

23. Dispute Resolution

If you have a concern regarding a product or return, please contact Saffa Supply first so that we have a reasonable opportunity to resolve the matter.

If the matter cannot be resolved directly, either party may make use of any applicable alternative dispute-resolution mechanism or competent consumer-protection authority available under South African law.

Consumers may also have recourse to the relevant provincial consumer-protection authorities or the National Consumer Commission, where applicable.

24. Changes to This Policy

We may update this Returns, Refunds & Exchanges Policy from time to time to reflect changes to our business, products, procedures or applicable legislation.

The version applicable to your purchase will generally be the version in force at the time of your transaction, subject always to mandatory changes in applicable law.

25. Contact Us

For all return, refund or exchange enquiries, please contact:

Saffa Supply

Email: saffasupply@gmail.com