Refund policy

Last updated: 27 August 2026

This policy applies to purchases from PompPakkie. It supplements, and does not reduce, your rights under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Contacting us about a return

Email hello@pomppakkie.co.za with your order number or another reasonable proof of purchase, the item concerned and a short explanation. For damage, a fault or an incorrect item, photographs are helpful where reasonably possible, but a photograph is not a condition of exercising a statutory right.

We will explain the next steps and provide the correct return address or collection arrangements. Please contact us before dispatching a parcel so it reaches the right place. Our administrative process does not cancel your rights or stop a legal deadline running; send your cancellation or complaint within the applicable period even if you are waiting for our reply.

Cooling-off cancellation of an online purchase

Where ECTA section 44 applies, you may cancel within seven calendar days after receiving the goods, without giving a reason. The only cancellation charge is the direct return-transport cost. We do not charge a restocking or administration fee for this right. We will refund the payment for the cancelled transaction within 30 days of cancellation; for a complete-order cancellation this includes the original delivery charge. Statutory exceptions remain applicable. ECTA, sections 42 and 44

Please take reasonable care of the goods and return the supplied accessories and parts. Retain the packaging if possible. We do not impose a blanket “unopened only” rule or automatically reject a statutory claim because you inspected the product. Damage or missing items will be considered on the facts and under applicable law, not under an automatic penalty.

Faulty, unsafe or unsuitable goods

Where CPA sections 55 and 56 apply, qualifying goods that fail the required quality, safety or suitability standards may be returned within six months of delivery, at our risk and expense and without penalty. You choose the applicable remedy: repair, replacement or refund. We will not force a repair instead of a refund where the law gives you that choice. National Consumer Commission guidance on the choice of remedy

If we repair goods and a defect remains or another qualifying failure is found within three months after that repair, the CPA requires replacement or refund in the circumstances covered by section 56(3). Any additional manufacturer warranty does not replace your rights against PompPakkie. CPA, section 56

We may reasonably assess the item and circumstances of a complaint. A failure caused by misuse, accidental damage or alteration is different from a product defect, but the cause will not simply be assumed. The expiry of six months does not automatically extinguish every other legal right or warranty.

Stop using a product that appears unsafe. If a battery is swollen, leaking or damaged, tell us before posting it so safe transport arrangements can be made.

Incorrect goods, missing parts and delivery damage

Contact us promptly if the wrong item arrives, parts are missing or there is transit damage. Keep packaging and photographs where possible to assist the investigation. Prompt reporting helps, but we do not impose an arbitrary 24- or 48-hour deadline that removes statutory rights.

PompPakkie remains your customer-service contact. You will not be required to pursue our supplier or courier yourself to obtain a remedy for which we are responsible.

Refund method, sale items and bundles

Refunds are normally returned through the original payment method. If that cannot be done, we will agree a secure alternative with you. We will confirm when the refund has been submitted. Payment-provider processing does not permit us to ignore a statutory deadline, and store credit will not replace a refund without your agreement.

Discounted goods and bundles retain the same statutory protections. A complete bundle refund is based on the amount actually paid. If a partial bundle refund is agreed, we will explain a fair allocation of the bundle price; we will not remove legal rights by treating the bundle as non-refundable.

Cancellation before dispatch and other requests

Email us immediately if you want to cancel before dispatch. If we can stop dispatch, we will cancel and refund the affected order. If it has already left, the applicable cancellation or return process will apply. For a voluntary exchange or return outside your legal rights, contact us to discuss whether an additional arrangement is available; it must be agreed in writing.