Returns & Refunds (RMA) Policy

1. INTRODUCTION

Proudly SA Online Store Pty Ltd ("we," "us," "our," or "Shop Proudly SA") is committed to ensuring customer satisfaction and fair trading practices. This Refund, Return and RMA (Return Merchandise Authorization) Policy outlines your rights and our procedures in accordance with:

Consumer Protection Act, 2008 (CPA) - protecting consumer rights
Consumer Goods and Services Ombudsman (CGSO) - ensuring fair dispute resolution
National Credit Act, 2005 - where applicable to credit transactions
Electronic Communications and Transactions Act, 2002 (ECTA) - governing online transactions

1.1 Our Multivendor Online Store

Shop Proudly SA operates as a multivendor online marketplace. Products are sold by independent vendors who are members of Proudly SA. While vendors fulfill orders, we facilitate the transaction, coordinate shipping, and ensure compliance with consumer protection laws.

Important: This policy applies to all purchases made through shop.proudlysa.co.za. Individual vendors may not impose terms that conflict with or diminish the rights provided in this policy.

2. YOUR CONSUMER RIGHTS

2.1 Rights Under the Consumer Protection Act

As a consumer, you have the right to:

2.1.1 Right to Fair and Honest Dealing

Receive goods that match their description

Receive goods of merchantable quality

Not be subject to misleading or deceptive conduct

2.1.2 Right to Safe, Good Quality Goods

Goods must be safe and fit for purpose

Goods must be free from defects

Goods must be durable for a reasonable period

2.1.3 Cooling-Off Period (Distance Sales)

Because Shop Proudly SA is an online platform (distance selling), you have:

7 (seven) business days from receiving goods to return them without reason or penalty
This applies to most products (see exclusions in Section 4)

2.1.4 Right to Warranty and Guarantee

Statutory warranty applies to all goods (6 months for new goods)

Goods must be reasonably suitable for intended purpose

Goods must be of good quality, in good working order, and free of defects

2.2 Consumer Goods and Services Ombudsman (CGSO)

As a responsible e-commerce platform, we support fair and transparent dispute resolution. If you are not satisfied with our resolution of your complaint, you may refer the matter to the CGSO:

Consumer Goods and Services Ombudsman
Email: [email protected]
Telephone: 0860 000 272
Website: www.cgso.org.za

3. COOLING-OFF PERIOD: CHANGE OF MIND RETURNS

3.1 Seven-Day Cooling-Off Period

Under the Consumer Protection Act Section 44 (distance selling regulations), you may return goods purchased online within 7 (seven) business days of receiving them for a full refund, provided:

The goods are returned in their original condition
The goods are unused, unworn, and undamaged
All original packaging, tags, labels, and accessories are included
Proof of purchase is provided
The goods are not excluded items (see Section 4)
Business Days: Monday to Friday, excluding South African public holidays.

3.2 How to Initiate a Cooling-Off Return

Step 1: Notify Us Within 7 Business Days

Email: [email protected]
Subject Line: "Cooling-Off Return Request - Order [Your Order Number]"
Include: Order number, item(s) to return, reason (optional)
Step 2: Receive RMA Number
We will respond within 2 business days with:
Return Merchandise Authorization (RMA) number
Return shipping instructions
Return address details
Step 3: Return the Goods
You must return the goods within 7 business days of receiving the RMA number:
Package items securely in original packaging
Clearly mark the RMA number on the outside of the package
Ship to the address provided (see Section 3.4 for shipping costs)
Step 4: Refund Processing
Once we receive and inspect the returned goods:
Inspection: Within 3 business days
Refund approval: Within 2 business days of inspection
Refund processing: Within 10 business days to your original payment method

3.3 Condition Requirements

For cooling-off returns, goods must be:

Acceptable:
In original, unopened packaging (where applicable)
Unused and in resalable condition
All accessories, manuals, and components included
No damage, stains, odors, or wear
Hygiene seals intact (for applicable products)
Not Acceptable:
Opened, used, or worn items
Damaged or incomplete items
Items without original packaging or tags
Items showing signs of installation or assembly
Items with broken hygiene seals (unless defective)
We reserve the right to refuse returns or apply partial refunds if condition requirements are not met.

3.4 Return Shipping Costs

Customer Responsibility:

For cooling-off (change of mind) returns, the customer is responsible for return shipping costs.
Our Recommendation:
Use a trackable courier service
Keep proof of shipment and tracking information
Insure valuable items
We are not responsible for items lost or damaged in return transit
Return Address:
Returns are sent directly to the vendor from whom you purchased the product.
Your RMA confirmation will include:
The specific vendor's return address
The vendor's contact details
Return shipping instructions
Important: Clearly mark your RMA number on the package.

3.5 Refund Method and Timeline

Refund Method:

Refunds are processed to your original payment method
Credit card refunds: 10-21 business days (depending on bank processing)
EFT/Bank transfer refunds: 5-10 business days
Refund Amount:
Full product price refunded
Original shipping fees are not refunded (unless goods are defective)
Any delivery insurance or special handling fees are not refunded
Return shipping costs are deducted if originally paid by us
Notification:
You will receive email confirmation when:
Your return is received
Inspection is complete
Refund is approved and processed

4. EXCLUSIONS FROM COOLING-OFF RETURNS

Certain products are excluded from the 7-day cooling-off return right under the Consumer Protection Act:

4.1 Health and Hygiene Products

Cosmetics and skincare products (if seal is broken)

Personal care items (toothbrushes, razors, etc.)

Underwear and intimate apparel (if packaging is opened)

Bath and body products (if used or seal broken)

Sexual wellness products

4.2 Food and Consumables

Food items, beverages, and groceries

Dietary supplements and vitamins (if seal broken)

Perishable goods

4.3 Personalized and Custom-Made Items

Custom-made or personalized products

Made-to-order furniture

Engraved or monogrammed items

Bespoke or tailored goods

4.4 Digital and Downloadable Content

E-books, software, and digital downloads (once accessed)

Gift vouchers and gift cards

Digital services

4.5 Other Exclusions

Products with broken hygiene seals (unless defective)

Plants and living products (unless dead on arrival)

Newspapers, magazines, and periodicals

Services already fully rendered with customer consent

Important: Even if excluded from cooling-off returns, these items are still covered by defect and quality warranties (see Section 5).

5. DEFECTIVE, DAMAGED, OR INCORRECT GOODS

5.1 Your Rights for Defective Goods

If you receive goods that are:

Defective or faulty
Damaged during shipping
Incorrect item sent (different from what you ordered)
Missing parts or components
Not as described on the product listing
You are entitled to:
Repair of the goods (where reasonable)
Replacement with an identical or comparable product
Full refund including original shipping costs
We cover all return shipping costs for defective, damaged, or incorrect goods.

5.2 Reporting Defective or Damaged Goods

Timeframe:

Damaged goods: Report within 48 hours of delivery
Defective goods: Report within 7 days of delivery (or upon discovery within warranty period)
Incorrect goods: Report within 7 days of delivery
How to Report:
Contact us immediately:
Email: [email protected]
Subject Line: "Defective/Damaged/Incorrect Item - Order [Your Order Number]"
Include:
Order number and item details
Clear description of the problem
Photos or videos showing the defect/damage (required)
Proof of purchase
Our Response:
We will respond within 24-48 hours with:
Acknowledgment of your claim
RMA number
Return instructions OR replacement shipping details
Resolution options (repair, replace, or refund)

5.3 Inspection and Resolution

Step 1: Assessment

We will assess your claim based on:

Photos/videos provided
Description of the issue
Product specifications
Vendor input (where necessary)
Step 2: Resolution Options
Option A: Immediate Replacement
For clearly defective or incorrect items
Replacement shipped within 3-5 business days
No need to return original item first (if instructed)
Option B: Return for Refund
RMA number issued
Return shipping arranged at our cost (courier collection or prepaid label)
Refund processed within 10 business days of receiving return
Option C: Repair
For minor, repairable defects
Vendor arranges repair with your consent
Completed within reasonable timeframe
If repair fails, replacement or refund offered
Step 3: Return Shipping (if required)
For defective/damaged/incorrect goods:
We cover all return shipping costs
We will arrange courier collection OR provide prepaid shipping label
You are not financially responsible for return logistics

5.4 Partial Deliveries and Missing Items

If you receive an incomplete order:

Check your order confirmation for multi-vendor split shipments
Wait 5 business days for remaining items (may ship separately)
If items don't arrive, contact us with order number
We will investigate and either:
Resend missing items at no cost
Refund for missing items

6. WARRANTY AND GUARANTEES

6.1 Statutory Warranty (Consumer Protection Act)

All goods sold on Shop Proudly SA carry a statutory warranty as required by the CPA:

Minimum Warranty Period:
New goods: 6 months from date of delivery
Used/second-hand goods: 3 months from date of delivery (if applicable)
Warranty Coverage:
Goods must be:
Reasonably suitable for the purpose for which they are generally intended
Of good quality, in good working order, and free of defects
Reasonably durable for a period of time (considering nature and price)
Warranty Claims:
If goods fail within the warranty period due to:
Manufacturing defects
Material failures
Workmanship issues
Normal wear and tear beyond reasonable expectations
You may claim repair, replacement, or refund.

6.2 Manufacturer's Warranty

Many products carry additional manufacturer warranties that extend beyond the statutory warranty. These warranties are provided directly by the manufacturer and vary by product.

How to Claim Manufacturer Warranty:

Check product documentation for warranty terms
Contact the manufacturer directly (contact details provided with product)
OR contact us and we will facilitate the claim with the vendor/manufacturer
Important: Manufacturer warranties are in addition to, not instead of, your CPA rights.

6.3 Extended Warranties

Some vendors may offer optional extended warranty plans at the time of purchase. These are:

Voluntary and paid separately
Governed by the terms provided at time of purchase
Additional to your statutory and manufacturer warranty rights

6.4 Warranty Exclusions

Warranties do not cover:

Damage caused by misuse, abuse, or negligence
Accidental damage (drops, spills, impacts)
Normal wear and tear
Damage from improper installation or unauthorized repairs
Damage from use contrary to instructions
Cosmetic damage that doesn't affect functionality
Damage caused by force majeure (fire, flood, etc.)

7. RMA (RETURN MERCHANDISE AUTHORIZATION) PROCESS

All returns require an RMA number to ensure proper processing and tracking.

7.1 Obtaining an RMA Number

Mandatory for All Returns:

You must obtain an RMA number before returning any goods.
How to Request:
Email: [email protected]
Subject: "RMA Request - Order [Your Order Number]"
Include:
Order number
Item(s) to return
Reason for return (defect, change of mind, incorrect, etc.)
Photos (if defect or damage claim)
Response Time:
We will issue your RMA within 2 business days (or 24-48 hours for defect claims).

7.2 RMA Number Validity

RMA numbers are valid for 14 days from issue date

Goods must be shipped within this period

If you cannot meet the deadline, contact us to extend (reasonable requests granted)

7.3 Returning Goods with RMA

Packaging:

Use original packaging when possible
Securely package to prevent damage in transit
Include all original accessories, manuals, and components
Labeling:
Clearly write RMA number on outside of package
Use permanent marker or print label
Include RMA number on packing slip inside package
Shipping:
For cooling-off returns: Ship at your cost to vendor's address (provided in RMA)
For defects/damage: We arrange and cover shipping to vendor's address
Use trackable courier service
Keep tracking information and proof of shipment
Return Address:
Returns are shipped directly to the vendor from whom you purchased the product.
Your RMA confirmation email will provide:
The vendor's return/collection address
The vendor's name and contact details
Your unique RMA number to reference
Important: Always include your RMA number on the package exterior.

7.4 Returns Without RMA

Returns shipped without a valid RMA number may be:

Delayed in processing
Refused and returned to sender
Processed significantly slower
Always obtain an RMA before shipping returns.

8. REFUND PROCESSING

8.1 Inspection Upon Receipt

When we receive your return:

Inspection timeframe: Within 3 business days
Quality check: Verify condition, completeness, and compliance with return policy
Approval/rejection: You will be notified of the outcome

8.2 Refund Approval

If Approved:

Full refund processed (minus applicable shipping costs if change of mind)
Refund initiated within 2 business days of approval
If Partially Approved:
Goods not in acceptable condition (change of mind returns)
Partial refund applied based on condition
You will be notified and given option to:
Accept partial refund
Have goods returned to you (at your cost)
If Rejected:
Goods do not meet return policy requirements
You will be notified with detailed explanation
Options provided (return to you at your cost, donation, disposal with consent)

8.3 Refund Methods

Original Payment Method:

Refunds are processed to the payment method used for the original purchase.
Credit/Debit Card:
Refund appears within 10-21 business days
Timeframe depends on your bank's processing schedule
Refund will show as credit from "Proudly SA Online Store"
Bank Transfer/EFT:
Refund appears within 5-10 business days
We may require banking details for verification
Other Payment Methods:
Processed according to payment provider's terms
May take up to 15 business days

8.4 Refund Amounts

Full Refund Includes:

Product price paid
Original shipping costs (only for defective/damaged/incorrect items)
Full Refund Excludes:
Return shipping costs (unless defect/damage/incorrect item)
Delivery insurance or special handling fees (unless defect/damage/incorrect item)
Partial Orders:
If only some items are returned, refund is prorated accordingly.

8.5 Refund Notifications

You will receive email notifications at:

Return received and logged
Inspection complete
Refund approved/rejected
Refund processed
Track your return status by contacting [email protected] with your RMA number.

9. CANCELLATIONS

9.1 Customer-Initiated Cancellations

Before Dispatch:

You may cancel your order before it is dispatched:
Email: [email protected]
Subject: "Order Cancellation Request - Order [Your Order Number]"
Timeframe: As soon as possible (orders may ship within 12-24 hours)
If Successfully Cancelled:
Full refund processed within 5-10 business days
No cancellation fees applied
If Already Dispatched:
Order cannot be cancelled
You may refuse delivery and return will be processed as a cooling-off return
OR accept delivery and follow cooling-off return process

9.2 Vendor/Platform-Initiated Cancellations

We or the vendor may cancel your order in the following circumstances:

Product is out of stock and cannot be restocked
Pricing error or technical glitch
Vendor cannot fulfill order
Payment could not be processed or verified
Fraudulent activity suspected
Force majeure or unforeseeable circumstances
If We Cancel:
You will be notified immediately via email
Full refund processed within 5-10 business days
No penalty or fees applied
You may be offered alternative product or discount (optional)

10. EXCHANGES

10.1 Exchange Policy

We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or variant:

Process:
Return the original item following the return process (cooling-off or defect return)
Place a new order for the desired item
Once your return is processed and refund issued, the new order will be fulfilled
Why This Process:
Ensures proper inventory management across multiple vendors
Faster processing (new order ships immediately)
Clearer transaction records
Exception - Defective Goods:
If you received a defective item, we may offer immediate replacement (see Section 5.3).

10.2 Size and Fit Issues

For clothing, footwear, and size-specific items:

Refer to size guides and product descriptions before purchase
Size/fit preference is considered a cooling-off return (customer pays return shipping)
If item is significantly mislabeled or description is inaccurate, treated as defective (we cover return shipping)

11. MULTIVENDOR CONSIDERATIONS

11.1 Vendor Responsibilities

While Shop Proudly SA coordinates returns and ensures policy compliance, vendors are responsible for:

Product quality and accuracy
Providing accurate product descriptions
Ensuring goods are fit for purpose
Honoring warranty obligations
Refunding or replacing defective goods

11.2 Platform Responsibilities

Proudly SA Online Store Pty Ltd is responsible for:

Coordinating returns and RMA process
Ensuring vendors comply with this policy
Processing refunds from the original payment method
Facilitating communication between customers and vendors
Resolving disputes fairly and in accordance with CPA and CGSO standards

11.3 Multi-Vendor Orders

If your order contains items from multiple vendors:

You may return items from any vendor separately
Each return requires its own RMA number
Refunds are processed separately per vendor
Shipping costs for multi-vendor orders are prorated if partial return

11.4 Vendor Non-Compliance

If a vendor refuses to honor this policy or your consumer rights:

Contact us immediately at [email protected]
We will intervene and enforce policy compliance
We may process your refund/resolution directly and address the vendor separately
Vendors who repeatedly violate policy may be suspended or removed from the platform

12. SPECIAL CIRCUMSTANCES

12.1 Lost or Delayed Shipments

Order Not Received:

If your order has not arrived:
Check estimated delivery date on order confirmation
Wait 2 business days beyond estimated delivery
Contact us with order number
We Will:
Track the shipment with courier
Investigate with vendor
If confirmed lost: Reship OR issue full refund within 5 business days
Customer Responsibility:
Ensure accurate delivery address is provided. We are not responsible for delays or non-delivery due to incorrect addresses provided by customer.

12.2 Incorrect Address or Refused Delivery

Incorrect Address Provided by Customer:

Customer is responsible for costs of reshipping
If package is returned to us, we will contact you for correct address
Reshipping costs apply
Customer Refuses Delivery:
Treated as a cooling-off return
Standard return process and costs apply
Refund processed once item is received and inspected

12.3 Damaged Packaging (Goods Appear Intact)

If outer packaging is damaged but goods appear undamaged:

Accept the delivery
Note damage on delivery receipt
Inspect goods immediately
If goods are damaged, report within 48 hours (Section 5.2)
If goods are fine, no action needed
If You Refuse Delivery Due to Package Damage:
We will investigate with courier
Goods will be inspected upon return
If goods are undamaged, treated as customer return (you pay return shipping)
If goods are damaged, full refund including shipping

13. DISPUTE RESOLUTION

13.1 Internal Complaint Process

If you are dissatisfied with a return, refund, or product issue:

Step 1: Contact Our Support Team
Email: [email protected]
Provide: Order number, RMA number (if applicable), detailed description of issue
Response time: 24-48 hours
Step 2: Escalation
If not resolved satisfactorily:
Request escalation to management
Email subject: "ESCALATION - Order [Your Order Number]"
Management review within 3-5 business days
Step 3: Formal Complaint
If still unresolved:
Submit formal written complaint detailing:
Order details and timeline
Nature of complaint
Resolution sought
Previous correspondence
Management response within 7 business days

13.2 External Dispute Resolution

If our internal process does not resolve your complaint, you may escalate to:

Consumer Goods and Services Ombudsman (CGSO)

Contact:

Email: [email protected]
Telephone: 0860 000 272
Website: www.cgso.org.za
Physical Address: P O Box 3272, Houghton, 2041
Process:
Free and independent dispute resolution service
CGSO will mediate between you and Shop Proudly SA
Fair and impartial review
Binding resolution (if accepted by both parties)

National Consumer Commission (NCC)

Contact:

Email: [email protected]
Telephone: 012 428 7000
Website: www.thencc.gov.za
When to Contact:
Serious CPA violations
Unfair business practices
If CGSO resolution is unsatisfactory

13.3 Legal Action

You retain the right to pursue legal action in a South African court of competent jurisdiction for disputes arising from purchases on our platform.

14. IMPORTANT NOTES

14.1 Proof of Purchase

Always retain proof of purchase:

Order confirmation email
Invoice or receipt
Payment confirmation
Proof of purchase is required for all returns, refunds, and warranty claims.

14.2 Fraud Prevention

We reserve the right to:

Investigate and refuse returns suspected of fraud or abuse
Suspend or terminate accounts with excessive or suspicious return patterns
Report fraudulent activity to law enforcement
Fraudulent returns include:
Returning non-original items
Returning used items falsely claimed as defective
"Wardrobing" (wearing/using items and returning)
Providing false information to obtain refunds

14.3 Sale and Clearance Items

Sale, clearance, and discounted items are subject to the same return policy unless explicitly stated otherwise at time of purchase.

14.4 Gift Returns

If you received an item as a gift:

Returns are processed to the original purchaser's payment method OR
Store credit may be issued (with consent)
Proof of purchase from gift giver may be required

15. CONTACT INFORMATION

For all returns, refunds, and RMA requests:

Proudly SA Online Store Pty Ltd
Email: [email protected]
Telephone: +27 (11) 327 7778
Business Hours: Monday to Friday, 8:30 AM - 5:00 PM (SAST)
Physical Address:
23 Sturdee Avenue
Rosebank Terrace
Johannesburg, 2195
Website: shop.proudlysa.co.za
Note: Product returns are sent directly to the vendor's address (provided in your RMA confirmation), not to our office address above.

16. POLICY UPDATES

We may update this policy from time to time to reflect:

Changes in consumer protection legislation
Operational improvements
Customer feedback
Notification:
Material changes will be communicated via:
Email notification to registered users
Prominent notice on our website
Updated "Last Updated" date
Your continued use of the platform after changes constitutes acceptance.

17. GOVERNING LAW

This policy is governed by South African law, including:

Consumer Protection Act, 2008 (CPA)
Electronic Communications and Transactions Act, 2002 (ECTA)
National Credit Act, 2005 (where applicable)
All disputes are subject to the jurisdiction of South African courts.
END OF REFUND, RETURN AND RMA POLICY
This policy was last updated on 14 February 2025 and is effective immediately.
Document Version: 1.0
Approved by: Proudly SA Online Store Pty Ltd
Next Review Date:

QUICK REFERENCE GUIDE

Change of Mind Returns

Timeframe: 7 business days from delivery

Condition: Unused, original packaging

Shipping cost: Customer pays

Refund: Full product price

Defective/Damaged/Incorrect Goods

Timeframe: Report within 48 hours (damage) or 7 days (defect)

Condition: As received

Shipping cost: We cover all costs

Refund: Full product price + original shipping

Warranty Claims

Statutory warranty: 6 months (new goods)

Remedy: Repair, replace, or refund

Cost: Free for valid warranty claims

Contact

Email: [email protected]

Phone: +27 (11) 327 7778

Returns Address

Returns go directly to the vendor's address (provided in your RMA confirmation email).

Always obtain an RMA number before returning goods.

Returns &amp; Refunds (RMA) Policy