Refund & Returns Policy

1. Overview

Mahumbane Consulting (Pty) Ltd wants you to be satisfied with every order. This policy explains when you may return goods, how to do so, and how refunds are processed.

This policy applies to goods purchased through our website and should be read together with our Terms & Conditions and our Shipping Policy. Nothing in this policy limits or replaces your rights under South African law.

2. Your Rights Under South African Law

Your purchase is protected by the Consumer Protection Act 68 of 2008 ("CPA") and, for orders placed online, the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"). In summary:

• You may cancel an online order within 7 days of receiving the goods, without giving a reason (the "cooling-off period").
• You may return goods that are defective, unsafe, or not as described, within 6 months of delivery.
• You may return goods that do not match the sample or description shown at the time of purchase.

3. Cooling-Off Period (Change of Mind)

In terms of section 44 of the ECT Act, you may cancel an order placed on our website within 7 calendar days of receiving the goods, without having to give a reason.

To qualify for a cooling-off return, the goods must be:

• Unused, unworn and in a resaleable condition;
• In their original packaging, with all labels, tags and accessories intact;
• Still sealed, in the case of any product supplied in a sealed container or sealed packaging.

You are responsible for the direct cost of returning the goods to us. Once we have received and inspected the returned goods, we will refund the purchase price within 30 days of your cancellation, as required by the ECT Act.

Please note that certain goods are excluded from the cooling-off right by law and by their nature. These are listed in section 6 below.

4. Defective, Unsafe or Incorrect Goods

If goods you have received are defective, unsafe, not as described, or not what you ordered, you are entitled to return them at our cost.

In terms of section 56 of the CPA, where goods are found to be defective within 6 months of delivery, you may choose whether we repair or replace the goods, or refund you in full. We will not charge you for the return, the collection, or the replacement.

To report defective or incorrect goods, please contact us with your order number, a description of the problem, and photographs where relevant. We aim to respond within 1 business day.

5. Goods Damaged in Transit

If your order arrives damaged, please note the damage on the courier's delivery note where possible, and report it to us in writing within 48 hours of delivery, together with photographs of the goods and the packaging.

We will arrange for the damaged goods to be collected at our cost and will replace them or refund you in full, at your election. Further detail is set out in our Shipping Policy.

6. Goods That Cannot Be Returned

For reasons of safety, hygiene and legal compliance, the following goods cannot be returned under the cooling-off provisions in section 3 above, unless they are defective, unsafe or incorrectly supplied:

• Chemicals where the seal has been broken or the container opened. Once a chemical container has been opened, the integrity, purity and safety of the contents cannot be verified, and the product cannot lawfully or safely be resold.
• Decanted, diluted, blended or custom-mixed chemical products prepared to your specification.
• PPE that has been worn or used, including respirators, earplugs, gloves and any item worn against the skin, on hygiene grounds.
• PPE where protective seals, tamper-evident packaging or hygiene seals have been broken.
• Goods manufactured, branded, embroidered or made to your specification, including personalised or company-branded workwear.
• Goods that have passed their stated expiry or shelf-life date while in your possession.

These exclusions do not apply where the goods are defective, unsafe, or not what you ordered. In those cases your rights under section 4 above apply in full.

7. How to Request a Return

To request a return, please follow these steps:

• Step 1 — Contact us by email at sales@mahumbanegroup.co.za or by telephone on 017 001 2145, quoting your order number and the reason for the return.
• Step 2 — We will confirm whether the return is accepted and issue you with a return authorisation and return instructions. Please do not send goods back before receiving this, as unauthorised returns may not be accepted.
• Step 3 — Package the goods securely in their original packaging and return them as instructed, or make them available for collection where we have arranged this.
• Step 4 — Once the goods reach us, we will inspect them and notify you of the outcome, ordinarily within 3 business days of receipt.

8. Who Pays for the Return

• Change of mind (cooling-off): you are responsible for the cost of returning the goods to us.
• Defective, unsafe, incorrect or damaged goods: we pay all collection and return costs.

Goods returned in a condition that does not meet the requirements of this policy — for example, used, damaged by the customer, or missing parts or packaging — may be declined, or may be accepted subject to a reasonable deduction reflecting the reduced value of the goods.

9. How Refunds Are Processed

Approved refunds are made to the original payment method used for the purchase. We are unable to refund to a different card or account.

• Refunds are processed within 10 business days of the return being approved.
• Your bank or card issuer may take a further 3 to 10 business days to reflect the funds in your account.
• Where the original order attracted a delivery charge and the entire order is returned because it was defective, incorrect or damaged, the delivery charge is refunded as well.
• Where goods are returned under the cooling-off provisions, the original delivery charge is not refunded.

10. Cancelling an Order Before Dispatch

You may cancel an order at any time before it has been dispatched, at no charge, by contacting us with your order number. If payment has already been taken, the full amount will be refunded in accordance with section 9 above.

Orders that have already been dispatched cannot be cancelled, but may be returned in terms of this policy once you have received them.

11. Manufacturer Warranties

Certain products, including safety footwear and specialised equipment, carry a manufacturer's warranty in addition to your statutory rights. Where a manufacturer's warranty applies, we will assist you in submitting a claim. Manufacturer warranties typically exclude fair wear and tear, misuse, unauthorised modification, and damage caused by failure to follow the manufacturer's instructions.

A manufacturer's warranty is in addition to, and does not replace, your rights under the Consumer Protection Act.

12. Complaints

If you are not satisfied with how a return or refund has been handled, please contact us so that we can resolve the matter. If we are unable to resolve your complaint, you have the right to refer it to the National Consumer Commission or to the relevant consumer goods ombud.

13. Contact Us

For all returns, refunds and related enquiries:

• Email: sales@mahumbanegroup.co.za
• Phone: 017 001 2145 or 072 734 8937
• Address: Secunda, Mpumalanga, 2302, South Africa