DuelaPay return and refund policy

Effective Date: November 2024

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.
  • It must also be in the original packaging.

Exempt Items

Several types of goods are exempt from being returned:

  • Perishable goods (e.g., food, flowers, newspapers, magazines)
  • Intimate or sanitary goods, hazardous materials, flammable liquids or gases

Additional Non-Returnable Items:

  • Gift cards
  • Downloadable software products
  • Certain health and personal care items

Return Process

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Partial Refunds (If Applicable)

Only partial refunds are granted in certain situations:

  • Books with obvious signs of use
  • CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened
  • Items not in original condition, damaged, or missing parts for reasons not due to our error
  • Items returned more than 30 days after delivery

Refunds (If Applicable)

Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again.
  2. Contact your credit card company; it may take time before your refund is officially posted.
  3. Contact your bank. There may be processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at returns@duela.co.za.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. To request an exchange for the same item, email us at returns@duela.co.za and send your item to the storehouse address provided in your after-purchase email.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift, the refund will be sent to the gift giver.

Shipping

To return your product, mail it to the storehouse address in your after-purchase email.

  • Shipping costs for returns are your responsibility and are non-refundable.
  • If you receive a refund, the cost of return shipping will be deducted from your refund.

Consider using a trackable shipping service or purchasing shipping insurance if the item value is over R1000. We don’t guarantee receipt of returned items. 

 

Consumer Protection Act (CPA) Rights

1. Direct Marketing Cooling-Off Period

If you bought goods through direct marketing, you have 5 days after receiving the goods to:

  • Return the goods
  • Cancel the contract without penalty
  • Receive a full refund

Note: The consumer will pay the return costs.

2. Goods Not Seen Before Purchase

If you did not inspect goods before purchase, you may inspect them upon delivery. If the goods don’t meet expected quality or don’t conform to a custom order:

  • You can refuse delivery, receive a refund, and cancel without penalty.

3. Goods Not Fit for Particular Purpose

If goods do not serve a specified purpose as advised by the supplier, you may return them within 10 days of receipt and cancel without penalty.

4. Implied Warranty of Quality

Goods are sold with an implied warranty of quality, ensuring they are:

  • Suitable for intended use
  • Of good quality and free from defects
  • Durable for a reasonable time

For up to 6 months, the consumer may return, replace, or repair items at the supplier’s cost. —

Electronic Communications and Transactions (ECT) Act

For online purchases, the ECT Act grants a 7-day cooling-off period after delivery for any reason, without penalty (though the consumer must pay the return costs). Note: Duelapay, through Camel Cart, will ensure our return policies align with these provisions.