Withdrawal & Returns
Withdrawal Information & Returns – Consumers (B2C, South Africa)
Right of Withdrawal
Consumers as defined under the South African Consumer Protection Act 68 of 2008 (CPA) have the right to cancel a contract within five business days after receiving the goods or services, without providing any reason, for transactions conducted at a distance or off business premises.
Withdrawal Period
The withdrawal period is five business days:
- for sales contracts: from the day on which you or a third party designated by you acquires physical possession of the goods;
- for partial deliveries: from receipt of the last item;
- for service contracts: from the day on which the service is rendered or agreed to commence.
Exercising the Right of Withdrawal
To exercise the right of withdrawal, you must inform us by means of a clear statement (e.g., by e-mail, letter or via our contact form) of your decision to cancel:
To meet the withdrawal deadline, it is sufficient for you to send your notice of cancellation before the withdrawal period has expired.
Effects of Withdrawal (Goods)
If you cancel this contract, we will refund all payments received from you, including standard delivery costs, without undue delay and no later than 10 business days after receiving your notice.
We may withhold reimbursement until we have received the goods back or you have supplied proof of return, whichever is earlier.
Return of Goods and Costs
You must return the goods without undue delay and no later than 10 business days after notifying us. You are responsible for the reasonable cost of returning the goods.
- This applies also to bulky goods or goods that cannot be sent by regular post.
- For freight or special deliveries, you bear the actual transport costs.
Transport Damage
Please inspect the goods immediately upon receipt for obvious transport damage and have visible damage confirmed by the carrier if possible.
Obvious damage must be reported to us promptly, preferably within 24 hours. Hidden defects must be notified immediately after discovery.
Failure to notify does not affect your statutory rights under the CPA but helps secure claims against the carrier.
Loss of Value and Improper Use
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to examine their nature, characteristics and function.
Installation, Integration or Combination
The right of withdrawal applies only to delivered movable goods.
Not included in return processing are:
- Disassembly or removal services
- Restoration of surfaces (walls, ceilings, floors)
- Painting, plastering, tiling, sealing or electrical/plumbing installations
- Disposal or recycling services
- Repackaging
If goods are permanently fixed, integrated or combined with other materials, there is no entitlement to free disassembly or reinstatement. Recycling must be commissioned appropriately.
Services / Craft Services
If you request that performance of services begins during the withdrawal period, you must pay an appropriate amount corresponding to the portion of the service performed up to cancellation.
Prepayments and Reserved Capacities
- Prepayments do not automatically entitle you to a full refund.
- Personnel costs for reserved or allocated capacities are payable.
- Planning, design and administrative services are non-refundable.
- Reserved dates and downtime remain chargeable.
- Custom-made or customer-configured goods are excluded from the right of withdrawal.
Withdrawal Information & Returns – Businesses (B2B) and Public Entities
For businesses and public entities, no statutory right of withdrawal exists. Cancellation is only possible if expressly agreed in writing.
Returns (if contractually permitted)
- All return costs are borne by the customer.
- Freight, special transport and insurance costs are the responsibility of the customer.
- Re-storage, depreciation and inspection costs are charged at minimum 10% of the product price.
- Personnel, allocation and downtime costs are fully payable.
- Disassembly or removal work is not owed and is chargeable if recycling is commissioned.
Services and Project Orders
- Agreed prepayments are generally non-refundable.
- Already commenced planning or project services are fully payable.
- Individually procured materials are excluded from returns or cancellation and recycling is chargeable.
- For integrated services, reversal is not possible without additional compensation for removal costs.
Sample Withdrawal Form (Consumers Only)
If you wish to withdraw from the contract, please complete this form and send it back:
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of:
Ordered on:
Received on:
Name:
Address:
Signature (only if on paper):
Date: