This policy explains your rights and our process for returns, repairs, replacements, and refunds in line with South African consumer law, including the Consumer Protection Act, 68 of 2008 and the Electronic Communications and Transactions Act, 25 of 2002.
1) Quick overview of return types
You may be able to return goods for different reasons:
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Defective / unsafe / not working as intended (CPA implied warranty)
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Incorrect items delivered (wrong goods / mixed order)
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Cooling-off on certain online transactions (ECTA)
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Other CPA return rights in specific cases (e.g., you could not examine goods before delivery)
We explain each below.
2) Returns for defective or faulty goods (CPA – up to 6 months)
All goods supplied to consumers come with an implied warranty of quality. If goods fail to meet the required standards (good quality, free of defects, and reasonably durable), you may return them within 6 months of delivery.
Your choice of remedy
Where a defect occurs within 6 months, you may choose one of the following remedies:
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Repair, or
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Replacement, or
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Refund of the price paid.
Costs and risk
If the return is due to a defect or failure to meet CPA quality standards, the return is handled at our risk and expense.
3) Incorrect items delivered / order errors (CPA)
If we deliver the wrong item, or your order is mixed with items you did not order, you may reject the incorrect goods. In these cases, goods must generally be returned within 10 business days of delivery, and they are returned at our risk and expense.
4) Cooling-off period for certain online purchases (ECTA – 7 days)
Where ECTA applies, you may cancel an eligible electronic transaction within 7 days after receiving the goods, without reason and without penalty.
Return shipping costs for cooling-off returns
For ECTA cooling-off cancellations, we may charge only the direct cost of returning the goods (e.g., courier fee).
Refund timing
If you cancel under ECTA, any refund due must be processed within 30 days of cancellation.
Important: To qualify for a cooling-off return, the item must be unused, in a resaleable condition, and include all parts/accessories (where applicable). (This is a practical condition to allow us to resell the goods; defective goods returns are handled separately under CPA.)
5) Returns where you could not examine goods before delivery (CPA)
Consumers also have rights in situations where goods were not examined before delivery and are found to be unsuitable. (These rights depend on the circumstances, and the CPA sets specific rules and limitations.)
If you believe this applies, contact us and we will guide you through the return assessment.
6) Items that may not qualify for return (lawful limitations)
Returns may be limited in certain cases, including (where applicable):
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Goods damaged due to misuse, improper installation, neglect, or normal wear and tear
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Goods altered, cut, modified, or installed in a way that prevents resale (for change-of-mind/cooling-off returns)
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Goods that are custom-made or special-order (where the law permits limiting change-of-mind returns)
We will always assess fairly and apply the CPA/ECTA rules to the specific reason for the return.
7) How to request a return (simple steps)
To start a return, please email [returns@yourdomain] with:
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Your order number
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The item(s) you want to return
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The reason for the return
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Photos (if the item is damaged/defective or incorrect)
We will respond with:
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A return reference number (if applicable)
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Packing instructions
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Courier collection / drop-off details
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An estimated timeline for inspection and resolution
8) Inspection and outcomes
Once we receive the returned item, we will inspect it within a reasonable time and confirm the outcome:
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If defective under CPA: repair / replace / refund (your choice)
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If cooling-off under ECTA: refund (less direct return shipping cost, if applicable)
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If incorrect item supplied: replacement or refund, and we cover return shipping
9) Refund method
Refunds are processed to the original payment method where possible. If that is not possible, we will arrange an alternative method with you.
10) Contact details
For returns, refunds, or warranty queries:
Email: info@onecallweepholecoverssa.co.za
Phone/WhatsApp: +27 (0)68 986 9790
Business hours: Mon – Thurs: 08:00–16:30 | Fri-Sat: 08:00–15:00 |
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