Refund policy
Last Updated: 15 November 2026
At Mzansi Appliances, we want customers to shop with confidence. This Refund and Returns Policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our website.
This policy is subject to applicable South African consumer protection laws, including the Consumer Protection Act, 2008 (CPA), and the Electronic Communications and Transactions Act, 2002 (ECTA).
1. Eligibility for Returns
Customers may request a return or refund where:
- A product is defective, unsafe, or fails to meet applicable quality standards.
- An incorrect product was delivered.
- A product is materially different from its description.
- The purchase qualifies for a statutory cooling-off or cancellation right.
- Another return right applies under South African law.
For returns that are not required by law, acceptance is subject to confirmation by Mzansi Appliances.
2. Defective Products and Statutory Warranty
Under Section 56 of the Consumer Protection Act, qualifying goods are covered by an implied warranty of quality for six months after delivery.
If goods fail to meet the standards required by the Act during this period, customers may return them in accordance with the CPA and choose an available statutory remedy, including repair, replacement, or refund.
Where a repair is unsuccessful or a further defect occurs within the period specified by the CPA, additional statutory remedies may apply.
Manufacturer warranties may provide additional protection but do not replace statutory consumer rights.
3. Incorrect or Damaged Products
If you receive an incorrect or visibly damaged product, please contact us as soon as reasonably possible.
To help us investigate, provide:
- Your order number.
- Your name and contact information.
- A description of the issue.
- Photographs of the product and packaging, where available.
Photographs may assist our investigation but do not replace or limit your statutory rights.
We will assess the issue and arrange an appropriate remedy in accordance with applicable law.
4. Change-of-Mind Returns
Returns requested solely because a customer has changed their mind are not automatically available for every purchase.
Where a statutory cooling-off right applies, customers may exercise that right within the applicable period and subject to lawful conditions.
For qualifying electronic transactions under Section 44 of ECTA, consumers generally have seven days after receiving goods to cancel without reason or penalty, subject to statutory exclusions.
Where applicable, only the direct cost of returning goods may be charged to the consumer, as permitted by law.
For purchases outside statutory cancellation rights, please contact us to ask whether a discretionary return can be arranged.
5. Products That Cannot Be Returned
Certain products or transactions may be excluded from specific statutory cooling-off rights under applicable law.
Such exclusions will be assessed according to the nature of the product and the circumstances of the transaction.
These exclusions do not remove statutory remedies for defective, unsafe, or non-compliant products.
6. How to Request a Return
To request a return, please contact Mzansi Appliances using the contact details below.
Include your order number, product details, reason for the return, and preferred contact information.
Our team will review the request and explain the next steps, including any applicable collection or return arrangements.
Please do not send products to our business address without first confirming the appropriate return arrangements.
7. Return Shipping and Collection
Return shipping or collection arrangements depend on the reason for the return and applicable legal requirements.
Where goods are returned because of a qualifying defect or other supplier responsibility, costs will be handled in accordance with South African consumer law.
Where a customer exercises a qualifying change-of-mind cancellation right, lawful direct return costs may apply.
Any applicable charges will be communicated before the return is arranged.
8. Refund Processing
Once a refund is approved or legally required, we will arrange payment using an appropriate refund method.
Refund processing times may depend on the payment method, financial institution, and applicable statutory requirements.
For qualifying ECTA cooling-off cancellations, refunds will be processed within the legally required period.
Where an order was paid using Cash on Delivery, our team will confirm the appropriate refund arrangements with the customer.
9. Exchanges and Replacements
Where an exchange or replacement is appropriate, we will confirm product availability and the applicable arrangements.
If the original product is unavailable, we will discuss the remedies available under applicable law.
Nothing in this policy restricts a customer's statutory right to choose an applicable remedy.
10. Order Cancellations
If you wish to cancel an order before delivery, please contact us as soon as possible.
Cancellation requests will be handled according to the order status, applicable legislation, and any lawful charges.
If an order has already been dispatched, additional return arrangements may be necessary.
Any statutory cancellation rights remain unaffected.
11. Large Appliances and Furniture
For large products such as stoves, ovens, and tables, please contact us before arranging a return.
We will provide guidance regarding safe handling, packaging, collection, or transportation where applicable.
Any collection or transportation charges will be determined according to the reason for the return and applicable consumer law.
12. Consumer Rights
Nothing in this Refund and Returns Policy excludes, restricts, or overrides rights granted under applicable South African consumer protection legislation.
Where this policy conflicts with mandatory legal requirements, those legal requirements will prevail.
13. Contact Information
For return requests, refunds, exchanges, or questions about this policy, please contact:
Mzansi Appliances
Office No A36, Good Hope Solar Mall
1 Press Ave, Crown Mines
Johannesburg, South Africa
Email: info@mzansiappliances.co.za
Website: https://mzansiappliances.co.za