Refund policy

RETURN & REFUND POLICY

Covered (Pty) Ltd
Republic of South Africa

Last Updated: [Insert Date]

1. Introduction

This Return & Refund Policy applies to all purchases made from Covered (“we”, “us”, “our”) within the Republic of South Africa.

This policy is governed by the laws of South Africa, including but not limited to the Consumer Protection Act 68 of 2008 (“CPA”).

Nothing in this policy is intended to limit or remove any rights you are entitled to under the CPA.

2. 7-Day Cooling-Off Period (Direct Marketing Only)

In accordance with Section 16 of the CPA:

If you purchased goods as a result of direct marketing, you may cancel the transaction within 7 business days of:

The date of the agreement; or
The date of delivery of the goods.

To exercise this right, you must notify us in writing within the 7-day period.

You will be responsible for returning the goods at your own risk and expense.

A reasonable charge may be deducted for:

Use of the goods,
Damage to the goods,
Missing packaging or accessories.

Refunds will be processed within 15 business days of receiving the returned goods.

3. 6-Month Implied Warranty (Defective Goods)

Under Section 56 of the CPA, all goods supplied by Covered carry an automatic 6-month warranty against defects.

If a product is defective within 6 months of delivery, you may choose:

Repair
Replacement
Refund

Covered reserves the right to inspect and assess the product before confirming the defect.

A product will not be regarded as defective if:

Damage is caused by misuse, abuse, negligence, or improper care
The product was altered or modified
Damage results from normal wear and tear
The product was used contrary to instructions
The defect was disclosed prior to purchase

If the defect is confirmed, Covered will bear the cost of return and redelivery.

4. Exchanges (Non-Defective Goods)

Covered may, at its sole discretion, allow exchanges of non-defective goods within 7 days of delivery, provided that:

The item is unused
The item is in original packaging
All tags, seals, and accessories are intact
Proof of purchase is provided

Shipping costs for voluntary returns are the customer’s responsibility.

Covered reserves the right to refuse returns that do not meet these conditions.

5. Non-Returnable Items

The following items may not be returned unless defective:

Custom-made or personalised products
Intimate or hygiene-related goods where seals are broken
Digital products or downloadable content once accessed
Clearance or sale items marked as non-returnable (to the extent permitted by law)

6. Refund Processing

Refunds will be processed using the original payment method unless otherwise agreed.

Covered may deduct:

Delivery charges (where permitted)
Collection costs
A reasonable amount for handling or restocking (where allowed by the CPA)

Refund timelines:

Within 15 business days after approval of return.

7. Incorrect or Damaged on Arrival

If your product arrives damaged or incorrect:

Notify us within 48 hours of delivery
Provide photographic evidence
Retain original packaging

Failure to notify within this period may affect your claim.

8. Return Procedure

To initiate a return:

Email: [Insert Email Address]
Include:
- Order number
- Description of issue
- Photographs (if applicable)

No returns will be accepted without prior written authorization.

9. Limitation of Liability

To the fullest extent permitted by South African law:

Covered shall not be liable for indirect, incidental, or consequential damages.
Our total liability shall not exceed the purchase price of the product.
We are not responsible for delays caused by couriers or events beyond our control.