Refund and Returns Policy

Refunds & Returns Policy (South Africa)

Last updated: 20/11/2025

Thank you for shopping with us. We want you to be fully satisfied with your purchase. Please read our policy below to understand your rights and how we handle returns, exchanges, and refunds in accordance with the Consumer Protection Act (CPA) of South Africa.

1. Returns Eligibility

You may request a return or exchange within 7 days of receiving your order if:

  • The item is unused, in its original packaging, and in resellable condition.
  • The item is defective, damaged, or incorrect on arrival.

Items that show signs of use, wear, or damage not caused by manufacture or delivery may not qualify.

2. Defective or Faulty Products

If your product is defective within 1 month of purchase (as per CPA):

  • We will inspect the item.
  • If the defect is confirmed, you may choose between a repair, replacement, or refund.
  • If the defect is due to misuse, accidental damage, or normal wear and tear, the claim may be declined.

3. Incorrect or Damaged Items on Delivery

If you receive the wrong product or your item arrives damaged:

  • Please notify us within 48 hours of delivery.
  • We will arrange collection at no cost to you and send the correct/replacement item.

4. Change of Mind Returns

If you change your mind about the product:

  • You may return it within 7 days of delivery.
  • The product must be unopened, unused, and in original condition.
  • Return shipping for change-of-mind returns is at the customer’s cost.
  • Refunds will be issued once the returned product has been inspected and approved.

5. Refund Process

Once your return is received and approved:

  • Refunds are processed within 7–10 business days.
  • Refunds will be issued to the original payment method only.
  • Shipping fees are non-refundable unless the error was on our side.

6. Non-Returnable Items

The following cannot be returned:

  • Used or damaged items not related to a manufacturing defect
  • Products returned without original packaging
  • Items damaged due to negligence or misuse

7. How to Request a Return

To initiate a return, please contact:
📧 info@aucrada.com
Include your order number, full name, and reason for return. Subject: [Product name] – Return Request
Our support team will guide you through the next steps.

8. Shipping of Returns

  • For defective/damaged/incorrect items, we cover the return courier costs.
  • For change-of-mind returns, the customer is responsible for courier fees.
  • We recommend using a trackable courier service for your safety.

9. Questions?

If you need any help, feel free to reach out:
📧 info@aucrada.com
📞 0812829384