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Refunds, Returns & POPIA (South Africa)

Effective date: 02 October 2025 · Applies to purchases in South Africa

Compliance: This policy aligns with the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA), and the Protection of Personal Information Act (POPIA).

1) Overview

Our standard “change-of-mind” return window is 30 calendar days from delivery. This is separate from your statutory rights (sections 2–3), which always apply and may provide more protection.

  • Items must be unused, in the same condition received, and in the original packaging with all accessories.
  • Log a return at sales@rccpretoria.co.za with your order number, photos (if applicable), and contact details.
  • Do not send goods to the manufacturer—we’ll guide the process.

2) Defective or unsafe goods (Statutory 6-month warranty)

Under the CPA, if goods fail to meet required quality and safety standards within 6 months of delivery, you may return them without penalty (at our risk and expense) and choose repair, replacement, or a refund of the purchase price.

  • We arrange courier collection at our cost (or reimburse reasonable return shipping).
  • If repaired and the defect recurs within 3 months, you may request replacement or refund.
  • This right applies whether the item was on sale or regular price.

3) Cooling-off rights (distance or direct-marketing purchases)

3.1 Electronic transactions (website/phone)

For website/telephonic purchases, ECTA provides a 7-day cooling-off period from receipt. We refund in full within 30 days of cancellation; the only charge permitted is the direct cost of returning the goods.

3.2 Direct-marketing contracts

For contracts concluded due to direct marketing, the CPA provides a 5 business-day cooling-off period. If both regimes apply, the longer period governs.

4) Items that cannot be returned (unless defective)

  • Custom-made or specially ordered items (e.g., custom chain loops, personalised engravings).
  • Opened consumables and fluids (e.g., fuel/oil mixes, lubricants, filters), unless defective.
  • Software/licence codes once unsealed or activated; downloaded digital products.
  • PPE and hygiene-sensitive goods (e.g., ear/eye protection) once unsealed/used.
  • Goods that cannot be returned safely (e.g., pressurised/flammable items) unless we arrange compliant transport.

ECTA excludes cooling-off for certain categories (e.g., personalised/custom goods, newspapers/periodicals, unsealed software/media, perishable daily consumables). These exclusions do not affect CPA defect rights.

5) Exchanges & sale items

  • We replace items that arrive defective or damaged. Email sales@rccpretoria.co.za to arrange an exchange or refund.
  • Sale/discounted items may be returned if defective (CPA). For change-of-mind, sale items may be excluded—see product page notes.

6) Refund method & timing

  • Once inspected and approved, refunds are processed to your original payment method.
  • Processing time: typically within 7–10 business days after approval (card/acquirer timelines vary). For ECTA cooling-off cancellations we will refund within the statutory period (up to 30 days from cancellation).

7) Who pays return shipping?

  • Defect within 6 months (CPA) We pay collection/return costs.
  • Cooling-off (ECTA/CPA) You pay the direct cost of returning goods.
  • 30-day change-of-mind You pay return shipping; we can provide a trackable label on request.

8) Preparing your return

  • Include proof of purchase (order confirmation or tax invoice).
  • Remove fuel/oil; clean the unit; secure loose parts and blades; re-box with all accessories.
  • For hazardous liquids/gases, contact us first—we’ll arrange compliant transport.
  • Ship to: Reef Chainsaw Centre / RCC Pretoria (Returns), 26 Rose-Etta St, Pretoria West, Pretoria, 0117. We’ll confirm details when you log the return.

9) POPIA: how we handle your information

We process only the personal information needed to administer your return (e.g., name, contacts, order details, photos for assessment, refund method), on the lawful bases of contract and legal obligation. We keep records only as long as necessary or required by law—typically 5 years for tax records (SARS) and up to 7 years for certain company records—then securely delete or anonymise them.

Your POPIA rights

10) Need help?

Talk to us: sales@rccpretoria.co.za · Tel 012 327 6683. If a matter remains unresolved and you believe your CPA rights were infringed, you may also contact the National Consumer Commission: thencc.org.za/complaints · Tel 012 065 1940.

Supplier details (ECTA s43): Legal name: Reef Chainsaw Centre / RCC Pretoria · Physical address for legal service: 26 Rose-Etta St, Pretoria West, Pretoria, 0117 · Telephone: 012 327 6683 · Email: sales@rccpretoria.co.za. Return/Exchange policy: this page.