Returns and refunds
Seven days to change your mind, six months if it is faulty. Here is exactly who pays for what.
1. Change of mind, seven days
Where the cooling-off provisions of the Electronic Communications and Transactions Act 25 of 2002 apply, you may cancel your online purchase without giving a reason within seven days of receiving the goods.
To start a return, message us on WhatsApp or email frans@rawdogtowelssa.com within that period and give us your name, your order reference and the item you want to send back.
For a change-of-mind return, you pay the cost of getting the goods back to us. Send it back unused, clean and in its original packaging where possible. Any deduction from a refund for use, damage or deterioration will only be made where the law allows it.
2. Refunds on a change-of-mind return
Once we have received the item and checked it, we process the refund. Refunds under the ECTA cooling-off period are processed within the period the law requires, currently within 30 days of cancellation.
Refunds go back the way the money came, to the account or the card the payment came from.
The return courier cost you paid on a change-of-mind return is not refundable unless the law requires it.
3. Faulty, damaged or wrong item
If what arrives is defective, damaged, unsafe, of poor quality or not what you ordered, tell us as soon as you reasonably can. Send your order reference, what is wrong, and photographs if you can take them.
Under the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery. Where the Act applies and the product does not meet the required standard, you choose, as the law provides, between:
- a repair;
- a replacement; or
- a refund.
On a valid defective-product return inside the statutory warranty, we carry the reasonable return cost. You do not pay to send back something that arrived faulty.
4. Damage after delivery
The statutory defective-product protection does not cover a problem caused by:
- misuse or abuse of the product;
- damage caused after delivery;
- not following the care or washing instructions;
- normal wear and tear; or
- alterations made after the product left us,
to the extent the law permits.
Worth reading before the first wash. Machine wash at 30 degrees on a gentle cycle with mild detergent. No bleach and no fabric softener. Air dry where possible. Do not iron it and keep the waterproof backing away from high heat. Tumble drying on heat is what damages the backing.
5. We sent the wrong thing
If we send you the wrong item, tell us. We arrange collection and either send the right one or refund you, depending on stock and your rights. You are not charged the return courier cost when the mistake was ours.
6. Exchanges
If you would rather swap for another colour, tell us. Exchanges depend on what is in stock. Where the exchange is purely a change of mind, you may be responsible for the return and redelivery courier costs, subject to your rights under the law.
7. Nothing here limits your rights
Nothing in this policy limits any right you have under South African consumer protection legislation. Where this policy and the law disagree, the law wins.
8. Contact
Rawdog Towels (Pty) Ltd
WhatsApp +27 66 152 4023
frans@rawdogtowelssa.com
Unit 40 Sandton Village Estate, 138 Holkam Road, Paulshof, Gauteng