Refund policy
We want you to love your purchase, but if something isn't right, we're here to help. This policy sets out your rights and our responsibilities under South Africa's Consumer Protection Act (CPA).
Standard Return Policy You have 30 days from the date you receive your order to request a return. To qualify, items must be in their original condition (unused, unworn and undamaged), in the original packaging with tags, labels or seals intact, and accompanied by proof of purchase.
Items That Cannot Be Returned For health, safety or legal reasons, the following items are non-returnable and non-refundable (unless defective or not as described): custom-made or personalized items, digital downloads, software or gift cards, hazardous materials, flammable liquids or gases, and sale or clearance items.
Warranties Some products may come with a manufacturer's warranty; details will be provided with your purchase. Where a warranty is offered, repairs or replacements are handled according to the manufacturer's terms, and you may need to return the product to the authorized service centre. Even without a manufacturer warranty, the CPA gives you the right to return goods within six months if they're defective, not fit for purpose, or fail to meet quality standards, we'll arrange a repair, replacement or refund at our discretion. Damage from misuse, neglect, unauthorized modification, or normal wear and tear isn't covered.
Who Pays for Returns If the item is defective, damaged, or we sent the wrong product, we cover return shipping. If you change your mind or ordered the wrong item, return shipping is your responsibility.
How to Start a Return Contact our support team before sending anything back. Once approved, we'll share instructions and, if applicable, a return shipping label. Items returned without approval may not be accepted.
Damages & Issues Please check your order on arrival. If it's defective, damaged, or incorrect, let us know immediately.
Exchanges We don't always offer direct exchanges. Return your item (if eligible) for a refund and place a new order; exchanges may be handled case by case.
Refunds Once your return arrives and is inspected, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days (your bank may take extra time to reflect it). Contact us if more than 15 business days have passed since approval.
Your Rights Under the CPA You may return goods that are defective, unsafe or not fit for purpose within six months of purchase. We may first offer a repair or replacement; if that's not possible, a refund will be issued. These rights apply regardless of our standard 30-day return policy.
Cooling-Off Period for Online Purchases You're entitled to a 7-day cooling-off period. You may cancel your order within 7 days of receiving it for a full refund, provided the item is unused, unopened, and in its original packaging. Return shipping costs may apply.
Questions or Support Reach out to our support team, we're here to help. Email: info@roamrgear.co.za