Terms of use: The Cock ‘n Bull cc

Website Terms of Use for www.cocknbull.co.za

These are the general terms of the relationship between you (the website visitor) and us (the website owner – The Cock ‘n Bull cc). They cover any use of www.cocknbull.co.za (the website). You agree to be legally bound by the terms by visiting and using this website. Please do not use the website if you do not agree to the terms.

You may not access, display, use, download, or otherwise copy or distribute content obtained on this website for marketing and other purposes without our consent.

Warning

Many products available from The Cock ‘n Bull contain nicotine which is a poisonous and addictive substance. Electronic Cigarettes are intended for use by existing smokers of legal smoking age and should not be used by children, women who are pregnant or may become pregnant, or anyone with pre-existing medical conditions without first consulting your doctor. Electronic Cigarettes are not meant to cure, treat, or prevent any illness or disease. The Cock ‘n Bull products are intended to be used as a tobacco alternative. These products are not marketed as smoking cessation, nor have they been tested as such. Keep out of reach from children and pets.

Capacity

You must be at least 18 years old to purchase products from this site. By using this website, you agree that you are at least 18 years of age and also agree to the following terms and conditions.

If you are under the age of 18, you may not respond to or otherwise accept or act upon any offers on the website.

Conclusion of sales and availability of stock

  1. Users may place orders for products, which The Cock ‘n Bull may accept or reject.
  2. The Cock ‘n Bull will indicate the acceptance of your order by delivering the products to you, and only at that point will an agreement of sale between you and The Cock ‘n Bull come into effect. This is regardless of any communication from The Cock ‘n Bull stating that your order or payment has been confirmed. The Cock ‘n Bull will indicate the rejection of your order by cancelling it and, as soon as possible thereafter, refunding you for any amount already paid, or replacing your selected products with other products, as agreed with you.
  3. Prior to delivery of the products, you may cancel an order at any time provided you do so before receiving a dispatch or delivery notice. After delivery or your collection of the products, you may return the products only in accordance with the Returns Policy.
  4. Placing products in a wishlist or shopping basket without completing the purchase cycle does not constitute an order for such products, and as such, products may be removed from the shopping basket if stock is no longer available, or the price thereof might change without notice to you. You cannot hold The Cock ‘n Bull liable if such products are not available or are not available at that particular price when you complete or attempt to complete the purchase cycle at a later stage.
  5. You acknowledge that stock of all products on offer is limited, and that pricing may change at any time without notice to you. In the case of products for sale by The Cock ‘n Bull, The Cock ‘n Bull will take all reasonable efforts to monitor stock levels and ensure that when stock is no longer available, that offers thereof are discontinued on the Website. However, we cannot guarantee the availability of stock. When products are no longer available after you have placed an order, The Cock ‘n Bull will notify you and you will be entitled to a refund of any amount already paid by you for such products.
  6. Orders placed on a weekend (Saturday and Sunday) or Public Holidays, will only be processed on the next available business working day.

Pricing

We shall take all reasonable efforts to accurately reflect the description, availability, purchase price and delivery charges of Goods on the Website. However, should there be any errors of whatsoever nature on the Website (which are not due to our gross negligence), we shall not be liable for any loss, claim or expense relating to a transaction based on any error, save — in the case of any incorrect purchase price — to the extent of refunding you for any amount already paid, or otherwise as set out in the Returns Policy.

Returns / Refund Policy

Our Returns and Refund Policy can be read online here.

Responsibility

We take responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer support, dispute resolution and delivery of goods.

Updating of these Terms

We may change the terms at any time by placing a notice on this website or updating this web page. If you do not agree with the change, you must stop using this website or the changed terms will apply to you.

Copyright and Intellectual Property Rights

Except as provided to the contrary in the agreement, all rights, title, interest, and ownership (including all rights under all copyright, patent, and other intellectual property laws) in, to, or of this website are our sole property or will vest in us or a third-party licensor. All moral rights are reserved.

Our logo and sub-logos, marks, and trade names are our trademarks, and no person may use them without our permission. Any other trademark or trade name that may appear on our marketing material is the property of its respective owner.

Except as expressly permitted under the agreement, the website may not be:

  • modified or used to make derivative works;
  • rented, leased, loaned, sold or assigned;
  • reverse engineered or copied; or
  • reproduced or distributed.

 

Limited License to General Users

We grant you, a non-exclusive, non-transferable, limited, and revocable right to access, display, use, download and otherwise copy the current and future content for personal, non-commercial and information purposes only. We may cancel your license at any time for any reason. Your license is automatically cancelled if you do not get our written permission before using this website in a way these terms do not allow.

We, our affiliates, or subsidiary’s reserve the right to refuse service, terminate accounts, remove, or edit content, or cancel orders in our sole discretion. Any unauthorized use of this website terminates this license.

Limitation of liability

We provide the website “as is”. We do not give any express or implied warranty or make any other promise about this website. For example, we do not warrant that it is good quality, fit for any particular purpose, accurate, complete, up-to-date, legally effective, or secure. We also do not warrant that it is free of latent defects, errors, malicious software, or infringing content, or that you will have quiet or uninterrupted use of it.

You indemnify (or promise to protect) us against any claim, demand, loss, damage, cost, or liability (including reasonable attorneys’ fees) related to your use of this website.

We will do our best to fix any fault in this website as soon as reasonably practical after we find out about it. This is the limit of our responsibility and liability for any fault on the website.

We are not responsible for anyone else’s website.

Privacy

Please see our Privacy Policy for more information on using this website and cookies.

Choice of Law

South African law and conditions (such as time and date) govern the terms. Only the South African courts may decide any dispute about the terms.

It is illegal to access the Website from territories or countries where the content or purchase of the products sold on the Website is prohibited.

You may not use this Website in violation of South African export laws and regulations. If you access this website from locations outside of South Africa, you are responsible for compliance with all local laws.

These terms are the entire agreement between us and you with regard to the use of the content and this Website.

Any term that is invalid, illegal, or cannot be enforced must be regarded as deleted. The remaining terms continue as intended.

How do returns work for items bought in a bundle discount special?

If you need to return any item bought within a bundle discount special, the value of the free item will be considered the discount and divided and applied equally across all four items in that bundle.

Any one item would therefore be refunded at its value less discount amount divided by the number of items in the special bundle, e.g., buy 4 get cheapest free.

For example:

  1. If you buy four items for:
    1. R300
    2. R250
    3. R150
    4. And R100
  2. The R100 item would be free, because it’s the lowest priced item in that bundle.
  3. If you return any of those individual items, you will be refunded their value less R25 (i.e. R100 divided by 4):
    1. R275 (R300 minus R25 discount)
    2. R225 (R250 minus R25 discount)
    3. R125 (R150 minus R25 discount)
    4. And R75 respectively (R100 minus R25 discount)

 

The Cock ‘n Bull Privacy Policy

We are The Cock ‘n Bull cc (Registration number 1998/020634/23) and this is our plan of action when it comes to protecting your privacy. We respect your privacy and take the protection of personal information very seriously.

The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information).

We are The Cock ‘n Bull cc (Registration number 1998/020634/23) and this is our plan of action when it comes to protecting your privacy. We respect your privacy and take the protection of personal information very seriously.

The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information).

Audience

This policy applies to you, if you are:

  • a visitor to our website; or
  • a customer who has ordered or requested the goods or services that we provide online or in-store.

Personal information

Personal information includes:

  • certain information that we collect automatically when you visit our website;
  • certain information collected on registration (see below);
  • certain information collected on submission; and
  • optional information that you provide to us voluntarily (see below);

but excludes:

  • information that has been made anonymous so that it does not identify a specific person;
  • permanently de-identified information that does not relate or cannot be traced back to you specifically;
  • non-personal statistical information collected and compiled by us; and
  • information that you have provided voluntarily in an open, public environment or forum including any blog, chat room, community, classifieds, or discussion board (because the information has been disclosed in a public forum, it is no longer confidential and does not constitute personal information subject to protection under this policy).

Common examples

Common examples of the types of personal information which we may collect and process include your:

  • identifying information – such as your name, date of birth, or identification number of any kind;
  • contact information – such as your phone number or email address;
  • address information – such as your physical or postal address; or
  • financial information – such as your bank account details.

Acceptance

Acceptance required

You must accept all the terms of this policy when you order our goods or request our services. If you do not agree with anything in this policy, then you may not order our goods or request our services.

Legal capacity

You may not access our website or order our goods or request our services if you are younger than 18 years old or do not have legal capacity to conclude legally binding contracts.

Deemed acceptance

By accepting this policy, you are deemed to have read, understood, accepted, and agreed to be bound by all of its terms.

Your obligations

You may only send us your own personal information or the information of another data subject where you have their permission to do so.

Changes

We may change the terms of this policy at any time by updating this web page. We will notify you of any changes by placing a notice in a prominent place on the website or by sending you an email detailing the changes that we have made and indicating the date that they were last updated.

If you do not agree with the changes, then you must stop using the website and our goods or services.

If you continue to use the website or our goods or services following notification of a change to the terms, the changed terms will apply to you and you will be deemed to have accepted those updated terms.

Collection

On registration

Once you register on our website, you will no longer be anonymous to us. You will provide us with certain personal information when you register on our website.

This personal information will include:

  • your name and surname;
  • your email address;
  • your telephone number;
  • your postal address or street address; and
  • your username and password.

We will use this personal information to fulfil your account, provide additional services and information to you as we reasonably think appropriate, and for any other purposes set out in this policy.

On order or request

When you order our goods, or request our services from us, you will be asked to provide us with additional information on a voluntary basis (goods or services information).

From browser

We automatically receive and record Internet usage information on our server logs from your browser, such as your Internet Protocol address (IP address), browsing habits, click patterns, version of software installed, system type, screen resolutions, colour capabilities, plug-ins, language settings, cookie preferences, search engine keywords, JavaScript enablement, the content and pages that you access on the website, and the dates and times that you visit the website, paths taken, and time spent on sites and pages within the website (usage information).

Please note that other websites visited before entering our website might place personal information within your URL during a visit to it, and we have no control over such websites. Accordingly, a subsequent website that collects URL information may log some personal information.

Cookies

We may place small text files called ‘cookies’ on your device when you visit our website. These files do not contain personal information, but they do contain a personal identifier allowing us to associate your personal information with a certain device.

These files serve a number of useful purposes for you, including:

  • granting you access to age restricted content;
  • tailoring our website’s functionality to you personally by letting us remember your preferences;
  • improving how our website performs;
  • allowing third parties to provide services to our website; and
  • helping us deliver targeted advertising where appropriate in compliance with the applicable laws.

Your internet browser generally accepts cookies automatically, but you can often change this setting to stop accepting them. You can also delete cookies manually. However, no longer accepting cookies or deleting them will prevent you from accessing certain aspects of our website where cookies are necessary. Many websites use cookies and you can find out more about them at www.allaboutcookies.org.

Third party cookies

Some of our business partners use their own cookies or widgets on our website. We have no access to or control over them. Information collected by any of those cookies or widgets is governed by the privacy policy of the company that created it, and not by us.

 

Web beacons

Our website may contain electronic image requests (called a single-pixel gif or web beacon request) that allow us to count page views and to access cookies. Any electronic image viewed as part of a web page (including an ad banner) can act as a web beacon. We use this information collected off our site and share it with our advertising platforms to carry out marketing initiatives. All the information that we share is encrypted and we make sure that our third party service providers comply with relevant data protection laws. We may provide this information including identifiers that allow our advertising platforms to deliver targeted online advertising on social media and websites.

Optional details

You may also provide additional information to us on a voluntary basis (optional information). This includes content or products that you decide to upload or download from our website or when you enter competitions, take advantage of promotions, respond to surveys, order certain additional goods or services, or otherwise use the optional features and functionality of our website.

Recording calls

We may monitor and record any telephone calls that you make to us, unless you specifically request us not to.

Purpose for collection

We may use or process any goods or services information, or optional information that you provide to us for the purposes that you indicated when you agreed to provide it to us. Processing includes gathering your personal information, disclosing it, and combining it with other personal information.

We generally collect and process your personal information for various purposes, including:

  • goods or services purposes – such as collecting orders or requests for and providing our goods or services;
  • marketing purposes – such as pursuing lawful related marketing activities;
  • business purposes – such as internal audit, accounting, business planning, and joint ventures, disposals of business, or other proposed and actual transactions; and
  • legal purposes – such as handling claims, complying with regulations, or pursuing good governance.

We may use your usage information for the purposes described above and to:

  • remember your information so that you will not have to re-enter it during your visit or the next time you access the website;
  • monitor website usage metrics such as total number of visitors and pages accessed; and
  • track your entries, submissions, and status in any promotions or other activities in connection with your usage of the website.

Consent to collection

We will obtain your consent to collect personal information:

  • in accordance with applicable law;
  • when you provide us with any registration information or optional information.

Use

Our obligations

We may use your personal information to fulfil our obligations to you.

Messages and updates

We may send administrative messages and email updates to you about the website. In some cases, we may also send you primarily promotional messages. You can choose to opt-out of promotional messages.

Disclosure

Sharing

We may share your personal information with:

  • other divisions or companies within the group of companies to which we belong so as to provide joint content and services like registration, for transactions and customer support, to help detect and prevent potentially illegal acts and violations of our policies, and to guide decisions about our products, services, and communications (they will only use this information to send you marketing communications if you have requested their goods or services);
  • an affiliate, in which case we will seek to require the affiliates to honour this privacy policy;
  • our goods or services providers under contract who help provide certain goods or services or help with parts of our business operations, including fraud prevention, bill collection, marketing, or technology services (our contracts dictate that these goods or services providers only use your information in connection with the goods or services they supply or services they perform for us and not for their own benefit);
  • credit bureaus to report account information, as permitted by law;
  • banking partners as required by credit card association rules for inclusion on their list of terminated merchants (in the event that you utilise the services to receive payments and you meet their criteria);
  • our third party suppliers who provide us with their goods; and
  • other third parties who provide us with relevant services where appropriate (for example our couriers).

Regulators

We may disclose your personal information as required by law or governmental audit.

Law enforcement

We may disclose personal information if required:

  • by a subpoena or court order;
  • to comply with any law;
  • to protect the safety of any individual or the general public; and
  • to prevent violation of our customer relationship terms.

No selling

We will not sell personal information.

No personal information will be disclosed to anyone except as provided in this privacy policy.

Marketing purposes

We may disclose aggregate statistics (information about the customer population in general terms) about the personal information to advertisers or business partners.

Employees

We may need to disclose personal information to our employees that require the personal information to do their jobs. These include our responsible management, human resources, accounting, audit, compliance, information technology, or other personnel.

Change of ownership

If we undergo a change in ownership, or a merger with, acquisition by, or sale of assets to, another entity, we may assign our rights to the personal information we process to a successor, purchaser, or separate entity. We will disclose the transfer on the website. If you are concerned about your personal information migrating to a new owner, you may request us to delete your personal information.

Security

We take the security of personal information very seriously and always do our best to comply with applicable data protection laws. Our hosting company will host our website in a secure server environment that uses a firewall and other advanced security measures to prevent interference or access from outside intruders. We authorize access to personal information only for those employees who require it to fulfil their job responsibilities. We implement disaster recover procedures where appropriate.

Accurate and up to date

We will try to keep the personal information we collect as accurate, complete and up to date as is necessary for the purposes defined in this policy. From time to time we may request you to update your personal information on the website. You are able to review or update any personal information that we hold on you by accessing your account online, emailing us, or phoning us. Please note that in order to better protect you and safeguard your personal information, we take steps to verify your identity before granting you access to your account or making any corrections to your personal information.

Retention

We will only retain your personal information for as long as it is necessary to fulfil the purposes explicitly set out in this policy, unless:

  • retention of the record is required or authorised by law; or
  • you have consented to the retention of the record.

During the period of retention, we will continue to abide by our non-disclosure obligations and will not share or sell your personal information.

We may retain your personal information in physical or electronic records at our discretion.

Transfer to another country

We will not transfer any personal information across a country border without your prior written consent.

Updating or removing

You may choose to correct or update the personal information you have submitted to us, by clicking the relevant menu in any of the pages on our website or contacting us by phone or email.

Limitation

We are not responsible for, give no warranties, nor make any representations in respect of the privacy policies or practices of linked or any third-party websites.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Cock ‘n Bull Returns and Refunds Policy

  1. Our goods
  2. Read instructions
  3. Un-returnable goods
  4. Advance orders
  5. Custom goods
  6. Cooling-off period for electronic transactions
  7. Returns within 30 days
  8. Incorrect item delivered
  9. Goods arrived damaged
  10. How to return an item
  11. How to package an item you want to return
  12. How we process your refund
  13. Our goods warranty
  14. Statutory warranty against defects
  15. Statutory warranty on repairs
  16. Extended supplier warranty
  17. Inspection of defective goods
  18. Statutory right to return unsuitable goods
  19. Invalidation of warranties and right to return unsuitable goods
  20. Exclusion of industrial use
  21. Our returns and refunds procedure
  22. Our customer support department contact details
  23. Customer queries and complaints
  24. Dispute resolution

 

 

 

 

 

 

 

 

 

 

 

  1. Our goods

We supply physical goods.

  1. Read instructions

Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.

  1. Un-returnable goods

We supply certain goods that you cannot return to us as they are:

e-liquid;

disposable vape;

or;

of a nature that prevents them from being returned.

Unfortunately, we are not able to accept returns on e-liquid if it does not meet personal flavour expectations. Taste is a very subjective sense that will vary greatly from person to person. Returned e-liquid could never be re-used for any purpose, so any open liquid will not be accepted.

Disposable vapes are meant to be disregarded once the battery or e-liquid inside the vape runs out and as The Cock ‘n Bull cannot determine how often you are using the device, we will not accept any returns. Returned disposable vapes could never be re-used for any purpose, so any open disposable vapes will not be accepted.

If, however, your e-liquid or disposable vape have arrived damaged or the disposable vape battery is dead on arrival or expired we will replace or refund them when we are at fault.

  1. Advance orders

If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.

  1. Custom goods

If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.

  1. Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

  1. Returns within 30 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund.

  1. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by logging a return on our website.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

Please do not remove the product from its original packaging or any of the stickers or labels.

Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

  • deliver the correct item to you as soon as possible (if available); or
  • issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.
  1. Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by logging a return on our website.

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box (including whether it has a Fragile sticker or not);
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

 

  • replace the product (if available); or
  • issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.
  1. How to return an item

There are different methods of returning an item – these methods are further explained when logging a return. All three methods are processed free of charge.

You may drop off the item at our head office or retail stores.

You may select a pick-up date and the item will be collected from you.

Please contact [email protected] to arrange returns

  1. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

  1. How we process your refund

12.1. Returns within 30 days

You will be offered a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

12.2. Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

  1. Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Rebuildable, RBA, RDA, RTA, and Mech Mods are for experts, not your average or beginner vaper with no OHM Meter or knowledge of how to use a meter or when a meter must be used or how electronic devices work. The inexperienced without basic knowledge of electronics cannot safely use these devices.

Clearomizers, Atomizers, Commercial tanks and pods or coils carry NO warranty due to health and hygienic reasons.

Battery safety:

Batteries need to be stored in silicone sleeves or protective cases. Batteries must never be unattended when charging. Mechanical mods can vent under the wrong conditions. Do not allow battery to drop below 3.5 volts. If any of these conditions are not met, warranty void on all accounts. The Cock ‘n Bull is not liable to damages due to inappropriate use.

  1. Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

14.1. Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components, or workmanship below an acceptable standard. You must prove that goods are defective.

14.2. Statutory compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

14.3. Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods or make a refund. We will decide how to compensate any of our other customers.

  1. Statutory warranty on repairs

We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

15.1. Compensation under repair warranty

If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.

  1. Extended supplier warranty

After the six months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the product brochure and may be subject to the manufacturer’s specific terms and conditions.

It is solely up to the supplier or manufacturer as to what remedy it can offer you. We are under no obligation to provide you with a credit, repair, or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.

  1. Inspection of defective goods

17.1. Suitably qualified examiner

A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.

17.2. Our examination duties

Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third-party suppliers will give reasons if they refuse to accept that we supplied defective goods but will only do this if they honestly believe the goods have been misused.

  1. Statutory right to return unsuitable goods

We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.

You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected or are not suitable for a specific purpose that they communicated to us in writing.

18.1. Returns of unsuitable goods

A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.

18.2. Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

  1. Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

  1. Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.

  1. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure are as follows:

  • Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
  • When you receive your returns reference number (e.g.: YCR12345), please write the return claim number (e.g.: YCR12345) clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it.
  • You may choose to have the item collected by our couriers or drop it off at our office in Bell Crescent, Westlake Business Park. You may also drop off the item at your nearest Postnet at no additional charge.
  • If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
  • If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
  • If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
  • If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
  • If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
  • If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund to the value of the item.
  • All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.
  1. Our customer support department contact details
  • Telephone number: 021 559 8960
  • Email address: [email protected]
  • Address: Unit B1, Edgemead Business Park, Southdale Road, Edgemead Cape Town, 7441
  • Office hours:
  • Monday to Friday: 08:00 to 16:30
  • Closed on Saturdays, Sundays and Public Holidays
  1. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Support Manager at [email protected]

  1. Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.