SURVIVAL AFRICA – REFUND AND RETURNS POLICY
At Survival Africa, we value your satisfaction and want to ensure a positive shopping experience. This policy outlines your rights and our procedures for returns and refunds in accordance with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
1. Change of Mind Returns (Cooling-Off Period)
In terms of Section 44 of the ECTA, you are entitled to cancel your purchase without reason or penalty within the “cooling-off” period.
- Timeframe: You must notify us within 7 days of receiving the items.
- Condition: Products must be completely unused, unopened, and in their original packaging with all seals intact.
- Proof: A valid receipt, invoice, or order number is required.
- Shipping Costs: You are responsible for the cost of returning the item to us.
- Exclusions: For safety reasons, items like food rations, water purification tablets, or personalized gear cannot be returned for a change of mind.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, incorrect, or develops a fault, your return is protected under Section 56 of the CPA.
- Damaged on Arrival: Please inspect your package immediately. Report goods damaged during transit within 48 hours of delivery to help us claim from the courier.
- Defective Products (6-Month Warranty): If a product is defective or fails due to poor manufacturing, you can return it within 6 months of delivery.
- Your Choice: For verified defects, you can choose between a repair, replacement, or full refund.
- Condition: Items can be opened and tested, but the defect must not be a result of normal wear and tear, negligence, or misuse.
- Shipping Costs: Survival Africa will cover or reimburse the return shipping costs for verified defective or incorrect items.
3. How to Initiate a Return or Refund
To start a return process, please follow these steps:
- Contact Support: Email info@survivalafrica.co.za within the timelines specified above.
- Provide Info: Include your order number, photos of the issue (if damaged or defective), and the reason for the return.
- Get Authorization: Our team will send you a Return Authorization number and the correct shipping address. Do not send items back without this authorization.
- Package Safely: Pack the product securely. Include all original accessories, manuals, and promotional gifts.
4. Refund Processing
- Inspection: We will inspect the returned item within 5 business days of receiving it at our warehouse.
- Approval: Once approved, your refund will be processed immediately.
- Timeline: Refunds will reflect in your account within 7 to 14 business days, depending on your bank’s processing times.
- Method: Refunds are issued via the original payment method used for the purchase.
5. Contact Information
For any questions regarding this policy, please reach out to us:
- Phone: 082 394 3742
- Email: info@survivalafrica.co.za