退款政策

         

      1. Seven-Day Cooling-Off Period    

   

      Subject to applicable law, you may cancel an online purchase without giving a reason and without penalty within 7 days after receiving the goods.    

   

      To exercise this right, you must notify us within the 7-day period using the contact details below. The product must then be returned in accordance with the return instructions we provide.    

   

      For a change-of-mind return under the cooling-off period, you are responsible only for the direct cost of returning the goods to us. We do not charge a restocking fee for a valid statutory cooling-off return.    

   

      Any additional or longer cooling-off rights that apply under the Consumer Protection Act, including rights relating to direct marketing transactions, remain unaffected.    

       

      2. Condition of Change-of-Mind Returns    

   

      You must take reasonable care of the product while it is in your possession. To help us process the return, please return the product:    

   

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• In substantially the same condition in which it was received;
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• With all accessories, components, manuals and promotional items supplied with it; and
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• In its original packaging where reasonably possible.
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      Please do not use the product beyond what is reasonably necessary to inspect it and confirm its nature and basic operation.    

   

      These condition requirements do not limit your statutory rights where a product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable law.    

       

      3. Defective, Unsafe or Poor-Quality Goods    

   

      Under the South African Consumer Protection Act, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free from defects, and usable and durable for a reasonable period.    

   

      If a product fails to meet these standards within 6 months after delivery, you may return it without penalty and at our risk and expense. Subject to the Consumer Protection Act, you may choose:    

   

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• Repair of the product;
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• Replacement of the product; or
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• A refund of the price paid for the product.
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      We may reasonably inspect or test the product to confirm the reported issue. This assessment does not remove a consumer’s statutory right to select an available remedy under section 56 of the Consumer Protection Act.    

   

      If we repair a product and, within 3 months after the repair, the original problem has not been remedied or another defect is discovered, we will replace the product or refund the purchase price, as required by applicable law.    

       

      4. Damage Not Covered as a Product Defect    

   

      Statutory remedies for defective goods generally do not apply where the problem results solely from:    

   

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• Misuse, abuse or improper operation;
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• Failure to follow the product instructions or safety warnings;
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• Accidental damage or negligence;
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• Unauthorised modification, disassembly or repair;
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• Commercial use where the product is intended for normal household use;
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• Electrical damage caused by an unsuitable power supply or external surge; or
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• Normal wear and tear.
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      This section does not exclude any right or remedy that cannot lawfully be excluded under South African consumer law.    

       

      5. Incorrect, Incomplete or Damaged Deliveries    

   

      Please inspect your order after delivery. If you receive the wrong product, an incomplete order, or a product that was damaged during delivery, contact us as soon as reasonably possible.    

   

      Please provide your order number and a description of the issue. Photographs of the product, packaging and delivery label may help us resolve the matter more quickly, but requesting photographs does not limit your statutory rights.    

   

      Where we supplied an incorrect product or the product was damaged before delivery was completed, we will arrange collection or provide return instructions at our expense and offer an appropriate remedy.    

       

      6. Return Process    

   

1.      
2.         Contact us at                   support@growthpointecommerce.com         .      
3.      
4.         Provide your name, order number, product model and reason for the return.      
5.      
6.         For damaged or defective products, include a description of the problem and any helpful photographs or video.      
7.      
8.         Wait for our return instructions and return reference before sending the product.      
9.      
10.         Package the product securely and follow the collection or delivery instructions provided by our customer support team.      
11.    

   

      Please do not send products to our office or warehouse without prior return instructions. Unauthorised returns may delay identification and processing.    

       

      7. Return Shipping Costs    

   

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•         Change-of-mind returns: The customer is responsible for the direct cost of returning the product, as permitted by law.      
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•         Defective, unsafe, damaged or incorrectly supplied goods: KALIVO will bear the reasonable return or collection cost where the return qualifies under applicable law.      
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      We recommend using a trackable return service when you are responsible for arranging the return. Please retain proof of shipment until the return has been completed.    

       

      8. Refunds    

   

      Approved refunds will be issued to the original payment method unless another method is required or agreed.    

   

      For a valid cancellation under the 7-day statutory cooling-off period, we will provide the full refund required by law within 30 days after the date of cancellation. The customer remains responsible for the direct return cost.    

   

      For defective goods where the customer selects a refund under the Consumer Protection Act, we will refund the price paid for the qualifying product.    

   

      After we issue a refund, your bank or payment provider may require additional time to reflect the funds in your account. This processing time is controlled by the relevant financial institution.    

       

      9. Exchanges    

   

      Where an exchange is requested and accepted, replacement is subject to product availability.    

   

      If the requested replacement is unavailable, we will discuss an alternative product or issue the refund required by applicable law.    

       

      10. Sale and Promotional Items    

   

      Products purchased on sale or as part of a promotion remain protected by applicable South African consumer law. A discounted price does not remove statutory rights relating to defective, unsafe, damaged or incorrectly supplied goods.    

       

      11. Order Cancellations    

   

      If you wish to cancel an order before dispatch, please contact us as soon as possible. We will attempt to stop fulfilment, but cancellation before dispatch cannot be guaranteed once processing has started.    

   

      If the order has already been dispatched, you may use the applicable cooling-off and return process after delivery.    

   

      If an ordered product becomes unavailable and we cannot fulfil the order, we will notify you and refund the applicable payment within the period required by law.    

       

      12. Products Purchased from Other Retailers    

   

      This policy applies to purchases made directly through www.kalivo.co.za. If you purchased a KALIVO product from another retailer or marketplace, please contact the original seller regarding its return process.    

   

      You may still contact KALIVO for assistance with an applicable manufacturer’s warranty.    

       

      13. Your Statutory Rights    

   

      Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.    

   

      If there is a conflict between this policy and a mandatory provision of applicable law, the mandatory legal provision will apply.    

       

      14. Contact Us    

           

      15. Consumer Complaints    

   

      If you have a concern about a return or refund, please contact us first so that we can attempt to resolve it.    

   

      Consumers may also seek assistance from an appropriate alternative dispute resolution body or lodge a complaint with the South African National Consumer Commission.    

   

              National Consumer Commission