Refund policy
1. Introduction
At Buy From Home Hub, we aim to provide customers with a positive shopping experience. This policy explains how order cancellations, returns and refunds are handled.
This policy operates subject to applicable South African consumer protection legislation, including the Consumer Protection Act, 2008, and does not limit any rights customers have under the law.
2. Order Cancellations
Customers who wish to cancel an order should contact us as soon as possible and provide their order number.
If an order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.
If an order has already been dispatched, cancellation may no longer be possible. The customer may instead need to follow the applicable return process, subject to their legal rights.
Nothing in this section limits statutory cancellation rights, including any applicable rights relating to electronic transactions.
3. Returns
Customers may request a return where a product is defective, damaged, incorrect or otherwise eligible for return under applicable law.
Customers should contact us with their order number, a description of the issue and, where useful, photographs of the product.
We will provide instructions for the return process.
Products should be returned with their original packaging and accessories where reasonably possible. However, we will not impose packaging or other conditions that unlawfully restrict a customer's rights.
4. Damaged, Defective or Incorrect Products
If a product arrives damaged, defective or different from what was ordered, please contact us as soon as reasonably possible.
Depending on the circumstances and applicable law, customers may be entitled to a replacement, repair, refund or another appropriate remedy.
5. Change-of-Mind Returns
Change-of-mind returns are subject to the applicable terms of sale and any statutory rights that apply to the transaction.
Certain products may be subject to lawful restrictions on returns, including where hygiene, health or product-specific rules apply. Any such restrictions will not override mandatory consumer rights.
6. Refund Processing
Once a refund has been approved, it will generally be processed using the original payment method where practicable and permitted by the payment provider.
The time taken for the funds to appear in the customer's account may depend on the payment provider or bank.
Where a refund is required by law, we will process it within the applicable legal timeframe.
7. Delivery Fees and Return Costs
Responsibility for delivery fees and return shipping costs will depend on the reason for the return, the applicable terms and the customer's statutory rights.
Where a return is required because of our error or a defective product, we will handle the matter in accordance with applicable law.