Promora Digital – Refund & Returns Policy (CPA Compliant)
At Promora Digital, we are committed to delivering high-quality promotional items, branded apparel, technology products, and marketing materials. This policy is aligned with the Consumer Protection Act, 2008 (South Africa) to ensure your rights are protected.
1. Returns Window
We offer a 7-day return period from the date of delivery for eligible items.
However, in accordance with the Consumer Protection Act (CPA):
- Customers have the right to return defective or unsafe goods within 6 months of delivery
- This applies even if the standard 7-day return window has passed
2. Eligibility for Returns
To qualify for a return under our standard policy:
- Items must be unused, unworn, and in original condition
- Items must be returned in original packaging
- A receipt or proof of purchase is required
Please do not send items back to the manufacturer.
3. Custom & Branded Orders (Important)
Promora Digital specialises in custom-branded and bulk promotional products, which are treated differently:
Non-Returnable (unless defective):
- Custom-branded apparel (e.g., printed or embroidered clothing)
- Personalised promotional items (e.g., branded gifts, corporate merchandise)
- Special-order or made-to-order technology items
Exceptions under CPA:
You are entitled to a repair, replacement, or refund if:
- The product is defective
- The branding/printing does not match the approved design proof
- The item is materially different from what was agreed
⚠️ Approval of artwork/design proofs (including size, colour, placement) constitutes acceptance of the final product specification.
4. Bulk & Corporate Orders
For bulk, wholesale, or corporate orders:
- Returns are only accepted for defective, damaged, or incorrect items
- Minor variations in colour, finish, or packaging may occur and do not constitute defects
- Overruns or underruns of up to 5–10% may occur in production and are considered acceptable industry standard
Custom bulk orders are non-refundable once production has commenced.
5. Non-Returnable Items
The following items cannot be returned (unless defective under CPA):
- Gift cards
- Downloadable software or digital products
- Certain personal care items
- Perishable goods (if applicable)
6. Partial Refunds (if applicable)
Partial refunds may be granted for:
- Items showing signs of use
- Opened or unsealed technology products
- Items returned incomplete or damaged (not due to our error)
- Items returned more than 30 days after delivery (outside standard policy but assessed case-by-case)
7. Refunds
Once your return is received and inspected:
- You will receive email confirmation of receipt
- We will notify you of approval or rejection
If approved:
- Refunds will be processed within a reasonable timeframe
- Payment will be made via your original payment method
8. CPA Warranty (6-Month Rule)
In line with the Consumer Protection Act:
- All goods carry an implied 6-month warranty of quality
- If a product fails to meet acceptable quality standards, you may request:
- Repair
- Replacement
- Refund
This applies provided the product was used as intended and not damaged through misuse.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank account
- Contact your credit card provider
- Contact your bank
If the issue persists, contact us at {email address}.
10. Sale Items
Only regular-priced items may be refunded.
Sale, clearance, and promotional items are non-refundable, except where required under CPA for defective goods.
11. Exchanges
We replace items only if they are:
- Defective
- Damaged
- Incorrectly produced
To request an exchange:
- Email: {email address}
- Return item to: {physical address}
12. Shipping Returns
To return your product, send it to:
{physical address}
Please note:
- Return shipping costs are the customer’s responsibility (unless the item is defective)
- Shipping fees are non-refundable
- For defective goods, Promora Digital will cover reasonable return shipping costs
We recommend:
- Using a trackable courier
- Insuring high-value items
13. Gifts
- Gift purchases returned will receive a store credit or gift voucher
- If not marked as a gift, refunds will be issued to the original purchaser
14. Need Help?
For questions about returns, refunds, or CPA rights, contact us:
sales@promora.co.za