Refund policy

Reflectum Returns, Refunds & Exchanges Policy

Effective Date: 26 August 2026
Last Updated: 26 August 2026

At Reflectum, we want every customer to have a positive shopping experience. This Returns, Refunds & Exchanges Policy explains when products purchased from our online store may be returned, exchanged or refunded.

Reflectum operates in South Africa and this policy is intended to comply with applicable South African consumer-protection and electronic-commerce legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), as applicable.

Nothing in this policy is intended to exclude, restrict or waive any right that a consumer has under applicable South African law.

1. Statutory Consumer Rights

Nothing in this policy limits any mandatory right available to a consumer under South African law.

Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.

Consumers retain all applicable rights relating to:

  • defective or unsafe goods;

  • goods that do not comply with their description;

  • goods that are not reasonably suitable for their intended purpose;

  • qualifying online cooling-off rights;

  • incorrect or materially different goods;

  • delivery failures; and

  • any other mandatory consumer right provided by applicable legislation.

2. ECTA 7-Day Cooling-Off Period

Where the transaction qualifies for the cooling-off right under section 44 of the ECTA, a consumer may cancel the transaction without providing a reason and without penalty within 7 days after receiving the goods.

The consumer must notify Reflectum of the cancellation within the applicable cooling-off period.

Where the ECTA cooling-off right applies:

  • the consumer is responsible only for the direct cost of returning the goods, as permitted by law;

  • the goods must be returned to Reflectum in accordance with our return instructions;

  • Reflectum will refund payments made for the goods in accordance with the applicable legal requirements; and

  • the refund will be processed within the period required by applicable law.

The ECTA cooling-off right is subject to the exclusions and conditions contained in the ECTA.

3. Defective, Unsafe or Non-Compliant Products

Reflectum respects the consumer's statutory rights under section 55 and section 56 of the CPA.

If a product is defective, unsafe, not of acceptable quality, not in good working order, or otherwise fails to meet the applicable requirements of the CPA, the consumer may have a statutory right to return the product within 6 months after delivery.

Where section 56 applies, the return is at the supplier's risk and expense, and the consumer may be entitled to the remedy provided by law, including:

  • repair;

  • replacement; or

  • refund.

Where a repair is performed and the relevant failure or defect is not remedied within the statutory period, or another failure or defect occurs as contemplated by the CPA, the consumer may have additional statutory rights.

Reflectum will not use this policy to remove or reduce these statutory rights.

4. Incorrect Product or Product Not as Described

If you receive a product that is materially different from the product you ordered, including receiving the wrong product, please contact us as soon as reasonably possible.

Please provide:

  • your order number;

  • your name;

  • photographs of the product received;

  • photographs of the packaging and shipping label; and

  • a description of the issue.

After reviewing the matter, Reflectum will provide appropriate instructions for returning the incorrect product.

Where Reflectum is responsible for the error, Reflectum will arrange or cover the applicable return costs and provide the appropriate remedy required by law.

5. Products Damaged During Delivery

If your product appears to have been damaged during delivery, please contact us as soon as reasonably possible after receiving your order.

To help us investigate the matter, please provide:

  • photographs of the product;

  • photographs of the packaging;

  • photographs of any visible shipping damage;

  • your order number; and

  • any other information reasonably requested by Reflectum.

We may need to inspect the product and/or request additional evidence before determining the appropriate remedy.

Any reasonable notification period requested by Reflectum is intended to assist with investigation and courier claims and does not remove or limit any statutory consumer rights.

6. Change-of-Mind Returns

Outside any statutory cooling-off, return or cancellation right, Reflectum does not automatically offer a general change-of-mind return policy unless expressly stated on the relevant product page or promotional offer.

Accordingly, simply changing your mind, finding the product cheaper elsewhere, ordering the wrong colour, or deciding that you no longer want the product does not automatically create a right to a refund outside the rights provided by applicable law.

Where a voluntary return is offered by Reflectum, any additional conditions will be clearly communicated before or at the time of purchase.

7. Condition of Returned Products

Where the law permits Reflectum to impose reasonable return conditions, products should be returned:

  • safely packaged;

  • with all parts and accessories supplied with the product;

  • with manuals or documentation where applicable;

  • in a condition suitable for inspection; and

  • with the original packaging where reasonably possible.

Consumers should take reasonable care of products while they are in their possession.

Nothing in this section limits a consumer's statutory rights where the law permits a product to be returned despite having been opened, used or repackaged.

8. Product Inspection

Reflectum may reasonably inspect a returned product to establish:

  • whether the product is defective;

  • whether the product corresponds with the order;

  • whether damage occurred before or after delivery;

  • whether the claimed issue is covered by a statutory or voluntary return right; and

  • which remedy is applicable.

Inspection does not remove or reduce any consumer right provided by law.

Where a product is found to be outside the applicable return rights, Reflectum may refuse the requested voluntary return or refund to the extent permitted by law.

9. Damage Caused by Misuse or Incorrect Use

A product is not necessarily defective merely because it has been damaged through misuse, abuse, negligence, accidental damage, unauthorised modification, or use contrary to the product instructions.

Examples may include:

  • dropping or crushing a product;

  • liquid damage where the product is not designed to be waterproof;

  • electrical damage caused by an unsuitable power source;

  • unauthorised modifications;

  • physical damage caused by unreasonable use;

  • failure to follow supplied instructions; or

  • damage caused after delivery through negligent handling.

Where the issue results from misuse or other circumstances outside Reflectum's responsibility, the statutory warranty may not apply.

This determination will be made in accordance with applicable law.

10. Refunds

Where a refund is legally due or has been approved under this policy, Reflectum will process the refund using the original payment method where reasonably possible.

The time it takes for the funds to appear in the customer's account may depend on the payment provider, bank or card issuer.

Reflectum cannot control processing times imposed by third-party financial institutions.

Reflectum will not unlawfully deduct payment processing fees, return costs or other amounts where applicable law requires a full refund.

Where the law permits a deduction, Reflectum will only make a reasonable deduction permitted by law.

11. Exchanges

Where a consumer is entitled to a replacement under applicable law, Reflectum may provide a replacement product where reasonably available.

If the identical product is unavailable, Reflectum will provide the remedy required by applicable law.

Voluntary exchanges for reasons unrelated to a statutory right are subject to availability and any terms communicated by Reflectum at the time of purchase.

12. Sale and Promotional Products

Products purchased during a sale, promotion or special offer remain subject to all applicable statutory consumer rights.

A discounted price does not remove a consumer's legal rights regarding defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

Where a promotion has separate voluntary return conditions, those conditions will be communicated to the customer before purchase and will not override mandatory statutory rights.

13. Items That Cannot Be Returned

Reflectum will not refuse a return merely because an item falls within a category listed below if applicable South African law gives the consumer a right to return it.

Where a product is legally excluded from a particular return or cooling-off right, that exclusion will apply only to the extent permitted by law.

Any product-specific return restriction will be communicated clearly to the customer before purchase where required.

14. Return Procedure

To request a return, refund or exchange, contact Reflectum at:

Email: reflectum7@gmail.com

Please include:

Order Number:
Full Name:
Product:
Reason for Return:
Photographs/Videos (where relevant):

For defective or damaged products, photographs or videos may help us resolve the matter faster.

Do not send a product back to an address without first receiving return instructions from Reflectum.

15. Return Shipping

The person responsible for return shipping depends on the reason for the return and the applicable law.

Generally:

  • Where a statutory right requires the supplier to bear the return cost, Reflectum will do so.

  • Where the ECTA cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods, as permitted by the ECTA.

  • Where a voluntary return is offered outside statutory rights, the applicable return-shipping conditions will be communicated to the customer.

  • Where Reflectum supplied the wrong product, Reflectum will arrange the appropriate remedy and applicable return arrangements.

  • Where the product is defective and section 56 of the CPA applies, the return is at the supplier's risk and expense.

Customers should not pay for an expensive return shipment without first contacting Reflectum and receiving instructions.

16. Failed or Unclaimed Deliveries

Customers are responsible for providing an accurate delivery address and contact information.

If a parcel cannot be delivered because of incorrect or incomplete information supplied by the customer, repeated failed delivery attempts, refusal of delivery, or failure to collect a parcel from a collection point, additional delivery or return costs may arise.

Where permitted by law, Reflectum may recover reasonable additional costs caused by circumstances attributable to the customer.

This section does not limit any consumer right arising from Reflectum's failure to deliver the order as agreed.

17. Delivery Delays

Estimated delivery times are estimates unless a specific delivery date has been expressly agreed.

Reflectum is not responsible for delays caused by circumstances outside its reasonable control, including courier delays, severe weather, strikes, natural disasters, customs processes, public emergencies, or other events beyond Reflectum's reasonable control.

If an order is not delivered within the agreed period or within the period required by applicable law, the consumer may have cancellation or other rights under South African law.

18. Lost Parcels

If tracking indicates that an order has not been delivered, customers should contact Reflectum at:

reflectum7@gmail.com

Reflectum will investigate the delivery with the relevant courier or logistics provider.

Customers should not independently arrange a replacement order before Reflectum has completed its investigation.

Any remedy will be determined in accordance with the applicable circumstances and South African law.

19. Proof of Purchase

Reflectum may request reasonable information to identify a transaction, such as:

  • order number;

  • email address used for the order;

  • proof of payment;

  • delivery details; or

  • other reasonable transaction information.

This is for verification and administration purposes and does not remove statutory consumer rights.

20. Fraudulent or Abusive Return Activity

Reflectum reserves the right, to the extent permitted by law, to investigate suspected fraudulent or abusive return activity.

Examples may include:

  • deliberately damaging products and claiming that they arrived damaged;

  • submitting false information;

  • repeatedly making fraudulent claims;

  • returning products that were not purchased from Reflectum;

  • attempting to obtain multiple refunds for the same order; or

  • engaging in other dishonest conduct.

Where a claim is suspected to be fraudulent, Reflectum may request additional information or evidence and may take appropriate lawful action.

This provision does not prevent a consumer from exercising a genuine statutory right.

21. Refunds for Unavailable Products

If Reflectum accepts an order but subsequently becomes unable to supply the product, Reflectum will notify the customer and provide the remedy required by applicable law.

Where a refund is required, Reflectum will refund the applicable amount paid by the customer in accordance with the applicable legal requirements.

22. No Waiver of Statutory Rights

Nothing in this policy is intended to:

  • exclude the CPA;

  • exclude the ECTA;

  • exclude any other applicable South African legislation;

  • remove a consumer's statutory warranty;

  • prevent a consumer from exercising a lawful cooling-off right;

  • prevent a consumer from returning defective or unsafe goods where legally entitled to do so; or

  • limit any right that cannot lawfully be excluded.

If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

23. Changes to This Policy

Reflectum may update this policy from time to time to reflect changes to our business, products, procedures or applicable law.

The version published on our website at the time of the relevant transaction will generally apply, subject to any mandatory legal requirements that apply to that transaction.

24. Contact Details

For all return, refund and exchange enquiries:

Reflectum
Email: reflectum7@gmail.com
Country of Operation: South Africa

Business / Legal Name: Reflectum

Important Legal Notice

This policy is intended as a practical e-commerce returns policy for Reflectum and is based on the South African legal framework applicable to consumer transactions, including the Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002.

It is not a substitute for advice from a South African attorney. Reflectum should have this policy reviewed by a qualified South African legal professional before relying on it as its final legal document, particularly once the business is operating at significant scale.

Where applicable South African law provides a consumer with greater protection than this policy, the law will prevail.