Returns & Refunds
Returns & Refunds
Quick Return Guide
Received the wrong, damaged or incomplete item?
Contact us as soon as reasonably possible after delivery and provide your order number and supporting photos.
Product is faulty or defective?
Your rights are protected under applicable South African consumer law.
Changed your mind?
Some online purchases may qualify for statutory cancellation or cooling-off rights. Other change-of-mind returns are subject to the conditions communicated for the applicable product or order.
Want to request a return?
Contact AWESEL before sending anything back so we can provide the correct next steps.
1. Incorrect, damaged or missing items
If you receive the wrong product, a product that was damaged in transit, or an order with missing items, please contact us as soon as reasonably possible after delivery.
Please provide your order number and, where appropriate, clear photographs of the product, packaging and any visible damage.
We will assess the issue and, where applicable, arrange an appropriate remedy in accordance with applicable South African consumer law.
2. Defective or faulty products
AWESEL complies with applicable consumer protection laws.
Where goods fail to meet the applicable requirements for quality, safety, durability or fitness for purpose, consumers may have statutory rights including the right to return the goods and, depending on the circumstances, choose an applicable remedy such as repair, replacement or refund.
The Consumer Protection Act provides an implied warranty of quality and, in qualifying circumstances, a right to return defective goods within six months of delivery.
3. Cooling-off and online purchases
Certain online transactions may qualify for a cooling-off right under the Electronic Communications and Transactions Act.
Where a statutory cooling-off right applies, the applicable legal requirements and time periods will apply.
4. Change-of-mind returns
A change-of-mind return is not automatically the same as a return of defective goods.
Where a consumer has a statutory right to cancel or return an order, AWESEL will process the return in accordance with the applicable legal requirements.
For products that are not subject to a statutory return right, any voluntary change-of-mind return offered by AWESEL will be subject to the conditions communicated for that product or order.
5. Return condition
Where a return is permitted, please keep the product, accessories and packaging in the condition reasonably required for the applicable return.
Certain products may have specific return requirements because of their nature, hygiene considerations, use, or other applicable legal requirements.
Nothing in this policy limits any rights that a consumer has under applicable South African law.
6. Refunds
Where a refund is approved, the refund will generally be made using the original payment method, subject to the requirements of the applicable payment provider and South African law.
The timing of a refund may depend on the payment method and the time required to process the returned goods where an inspection is required.
7. Return delivery costs
Where the law requires AWESEL to bear the cost or risk of returning defective, damaged or incorrectly supplied goods, we will do so in accordance with the applicable legal requirements.
Where a return is requested for a reason that does not create a statutory right to a supplier-paid return, any applicable return delivery costs will be communicated before the return is processed.
8. How to request a return
Please contact AWESEL with:
• Your order number
• Your name and contact details
• The product concerned
• The reason for the return
• Photographs or other supporting information where relevant
We will review your request and provide the next steps.
9. Consumer rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or waive any right or remedy that a consumer has under applicable South African consumer protection law.
If you have a question about a return or refund, please contact us before sending a product back.