Returns, Refunds & Exchange Policy

1. Our Commitment

INTERNET 24 aims to supply products that match their descriptions and comply with applicable South African consumer protection requirements.

This policy explains how to request a return, refund, repair, replacement or exchange.

Nothing in this policy limits any consumer right that cannot lawfully be excluded.

2. How to Request a Return

Please contact us before returning a product.

Email: [Insert returns email]
Telephone: [Insert telephone number]
Website: https://www.internet24.co.za

Please provide:

• Your order number.

• The product name.

• The reason for the return.

• Photographs or supporting information where relevant.

• Your preferred contact details.

We will advise you on the appropriate return procedure.

3. Defective, Damaged or Incorrect Products

If a product arrives damaged, is incorrect, is unsafe or does not meet applicable legal quality requirements, contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another remedy.

Under section 56 of the Consumer Protection Act, qualifying defective goods may generally be returned within six months of delivery for the consumer's choice of repair, replacement or refund, subject to the Act's requirements and exceptions.

Where goods are damaged in transit or the wrong item has been supplied, we will investigate and arrange an appropriate resolution.

4. Change-of-Mind Returns

A change-of-mind return is different from a return involving defective or incorrectly supplied goods.

Some purchases may qualify for a statutory cooling-off right, including certain electronic transactions arising from direct marketing. Other purchases may be subject to different statutory rules or exceptions.

Where no statutory return right applies, a change-of-mind return may be considered at our discretion under any additional return arrangement we offer.

Any voluntary change-of-mind arrangement will be communicated clearly, including conditions relating to the product's condition and packaging.

5. Cooling-Off Rights

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may generally cancel a qualifying electronic transaction without reason and without penalty within seven days after receipt of the goods, subject to the Act's exceptions.

The direct cost of returning the goods may be payable by the consumer under that provision. Refunds will be processed within the applicable statutory period.

This right does not apply to every transaction. Certain categories of goods and services are excluded by law, including specified categories of personalised, perishable or unsealed goods and certain other transactions.

We will assess requests in accordance with the applicable legal provisions.

6. Product-Specific Considerations

For hygiene-sensitive, medical, personal-care, consumable or sealed products, additional legal or safety restrictions may apply to returns. The applicable rules depend on the product and circumstances.

Opening packaging does not automatically remove statutory rights where goods are defective or otherwise qualify for a legal remedy.

For electronics, toner cartridges, coding kits and technical products, please include the relevant accessories and components where reasonably possible. Missing accessories or damage caused by misuse may affect a voluntary return assessment, but will not remove rights that cannot lawfully be excluded.

7. Return Condition

Where a return is permitted, please return the product with its accessories, manuals and packaging where reasonably possible.

Do not send products back without first obtaining return instructions.

We will not reject a valid statutory claim solely because the original packaging is unavailable, where that would be inconsistent with applicable law.

8. Refunds

Once the return or claim has been assessed, we will advise you of the outcome.

Approved refunds will ordinarily be made using the original payment method where practical, or another lawful method agreed with the customer.

Refund processing times depend on the payment provider and bank, but we will comply with applicable statutory deadlines.

Any deduction or return charge will be applied only where legally permitted and properly disclosed.

9. Exchanges

Exchanges depend on stock availability and the nature of the request. Where an exchange is not possible, we will discuss the appropriate alternative, including a refund where required by law.

10. Return Shipping

Responsibility for return shipping costs depends on the reason for the return and the applicable law.

Where goods are defective or the supplier is otherwise legally responsible for the return, the applicable return costs will be handled in accordance with those obligations.

For qualifying change-of-mind cancellations under section 44 of ECTA, the direct cost of returning the goods may be payable by the consumer.

11. Refunds for Unfulfilled Orders

If we cannot fulfil an order that has been paid for, we will notify the customer and provide the appropriate refund or other remedy in accordance with applicable law.

12. Contact

INTERNET 24
Website: https://www.internet24.co.za
Returns email: [Insert returns email]
Telephone: [Insert telephone number]
Physical address: [Insert business address]