Refund policy

Last updated: 4 September 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.

Describe the outcome you want, such as cancellation, refund, replacement or repair. We may ask for reasonable information needed to identify the purchase and assess the issue. A return reference helps us track the parcel but is not a condition of a statutory right. Keep a record of your cancellation or complaint notice.

Cooling-off cancellation of an online purchase

Where ECTA section 44 applies, you may cancel within seven days after the date you receive the goods, without giving a reason. Statutory time periods are calculated under applicable law. The only cancellation charge is the direct return-transport cost. We do not charge a restocking, administration or payment-processing 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.

Use protective packaging and keep proof of dispatch. If you ask us to arrange a change-of-mind return, we will explain the direct transport cost before booking it. We will not describe an ordinary stocked product as customised merely because we source it after receiving your order. Any statutory exception must genuinely apply to the particular transaction; it does not remove a separate right concerning defective or misdescribed goods.

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.

We will arrange or agree appropriate return transport for a qualifying defect claim at our expense. Assessment must not be used to delay a remedy unreasonably. We will explain our findings and any disputed decision. Normal wear consistent with the product's reasonable expected life, or a problem actually caused by incorrect use, is not automatically a manufacturing defect; premature failure or inadequate durability may still be covered. Missing original packaging alone does not cancel a valid defect claim.

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.

We bear the appropriate return or collection cost where the goods are incorrect, damaged in our delivery process or otherwise qualify for a remedy at our expense. An unwanted correct item is not treated as faulty merely to obtain free return transport, and an actual fault is not treated as a change of mind to shift the cost to you.

Other statutory cancellation and return rights

Where CPA section 20 applies, it provides additional return rights, including for goods unsuitable for a particular purpose you communicated to us in the circumstances covered by that section. Qualifying returns under section 20(2)(b)–(d) must be made within 10 business days of delivery and are at our risk and expense. Only deductions expressly permitted by section 20(6) may apply to that specific return route. Its exceptions do not replace the separate defective-goods protection above.

Where a transaction results from direct marketing and ECTA section 44 does not apply, CPA section 16 may allow cancellation within five business days after the later of concluding the transaction or receiving the goods. Its refund deadline is 15 business days after the cancellation notice if nothing was delivered, or after we receive the returned goods if they were delivered. Return risk and expense for this route are governed by CPA section 20.

ECTA section 43 also provides a 14-day cancellation right after receipt where its required information or opportunity to review, correct or withdraw from the transaction was not provided, subject to that section's return and refund provisions. Delivery failures and unavailable goods are addressed in our Shipping Policy. Contact us even if you are unsure which right applies; we will assess the facts rather than require you to identify a legal section.

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.

Other refunds will be handled without unreasonable delay once the relevant entitlement is established, and within any applicable legal deadline. The 30-day ECTA cooling-off limit is not a general waiting period for every refund. We may verify an alternative refund destination to prevent fraud, but will not ask for your PIN, password or one-time banking code. If a bank dispute is already open, tell us so the payment provider can reconcile it; this does not require you to waive chargeback or other legal rights.

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.

There is no automatic restocking deduction from a statutory refund. If a deduction or partial refund is legally applicable, we will provide the calculation and reason. Any voluntary exchange outside statutory rights, including its transport costs, must be agreed before it is arranged.

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.

If a return remains unresolved, use the complaints process and independent escalation options in our Terms of Service. Nothing here excludes a mandatory consumer remedy.