Refund policy

🐾 Pawnest Return & Refund Policy (South Africa)

1. Legal Compliance

This Return & Refund Policy is written in accordance with the South African Consumer Protection Act 68 of 2008 (“CPA”). It ensures that customers are treated fairly while also protecting Pawnest from misuse or unreasonable claims.

Nothing in this policy limits your rights under the CPA.

2. Defective or Faulty Goods (CPA Rights)

If a product delivered by Pawnest is defective, unsafe, or not functioning as intended, you are entitled to a remedy within 6 months of delivery.

In terms of the CPA, you may choose one of the following remedies:

  • Repair of the product
  • Replacement (subject to availability)
  • Refund

Pawnest may first inspect the product to confirm the defect before approving any remedy.

These rights apply only to genuine manufacturing faults and do not cover damage caused by misuse, neglect, improper handling, or incorrect cleaning.

3. Change of Mind / Unwanted Products

Pawnest may, at its discretion, accept returns for unused and unopened items within 7 days of delivery, provided that:

  • The item is in original packaging
  • The product is unused and in resalable condition
  • All parts, accessories, and packaging are included
  • Proof of purchase is provided

Return shipping costs are the responsibility of the customer unless the item is confirmed defective.

4. Non-Returnable Items

For hygiene, safety, and quality control reasons, Pawnest cannot accept returns on:

  • Used or installed items
  • Products showing signs of wear, water exposure, or contamination
  • Items without original packaging
  • Products damaged due to misuse or improper handling

This ensures that all products remain safe and suitable for resale.

5. Damaged on Delivery

If your order arrives damaged:

  • You must notify Pawnest within 48 hours of delivery
  • Clear photos of the packaging and item must be provided
  • All original packaging must be retained for investigation

Once verified, Pawnest will arrange a replacement or refund.

6. Return Process

To initiate a return:

  1. Contact Pawnest via email
  2. Provide your order number and reason for return
  3. Await return approval and instructions
  4. Securely package and return the item as instructed

Unauthorized returns may be declined.

7. Refunds

Approved refunds will be processed within 5–10 business days after inspection.
Refunds will be issued using the original payment method where possible.

8. Consumer Protection Notice

This policy operates in accordance with South African law.
Where any conflict arises between this policy and the Consumer Protection Act, the CPA will take precedence.

9. Fair Use Protection

Pawnest reserves the right to refuse returns in cases of:

  • Misuse or damage caused after delivery
  • Incorrect handling or negligence
  • Suspected abuse of the return policy

This ensures fairness and protects the integrity of the business.