Return Policy

RETURN & REFUND POLICY

(South Africa – Consumer Protection Act & Electronic Communications and Transactions Act Compliant)

1. Overview

This Return & Refund Policy applies to all kitchen appliances, food storage solutions, vacuum sealers, bag sealers, accessories, and related products purchased from CarryCollective™.

At CarryCollective™, we are committed to supplying quality products and providing excellent customer service. This policy is designed to comply with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African consumer protection laws.

Nothing contained in this policy limits, excludes, or replaces any rights afforded to consumers under South African law. Where applicable legislation grants consumers greater rights than those set out below, such legislation will prevail.

By placing an order with CarryCollective™, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

2. Online Purchases (No General Change-of-Mind Returns)

Except where required by applicable South African law, CarryCollective™ does not accept returns or provide refunds simply because a customer:

  • Ordered the wrong item;
  • No longer wants the product;
  • Found the product elsewhere;
  • Changed their mind after the applicable cooling-off period;
  • Failed to read the product description before purchasing.

Customers are encouraged to carefully review all product descriptions, specifications and dimensions before placing an order.

3. Faulty, Defective or Unsafe Products

Under Section 56 of the Consumer Protection Act, consumers are entitled to remedies where goods fail to meet the standards required by law.

If a CarryCollective™ product is found to be defective due to a manufacturing fault within 6 months of delivery, customers must contact us as soon as reasonably possible.

After inspecting the returned product, CarryCollective™ will provide the remedy required by the Consumer Protection Act, which may include:

  • Repair of the product;
  • Replacement of the product; or
  • Refund of the purchase price.

Products damaged through:

  • misuse;
  • neglect;
  • accidental damage;
  • improper cleaning;
  • improper storage;
  • normal wear and tear;
  • unauthorised repairs or modifications;
  • failure to follow product instructions;

will not be regarded as defective under the Consumer Protection Act.

4. Damaged, Missing or Incorrect Orders

If your order arrives:

  • damaged;
  • incomplete; or
  • contains the incorrect product,

you must notify CarryCollective™ within 48 hours of delivery.

To assist with your claim, please provide:

  • your order number;
  • photographs of the product;
  • photographs of the packaging;
  • photographs of the shipping label.

Failure to notify us within this period may affect our ability to process your claim.

5. Return Conditions

All returned products must:

  • be securely packaged;
  • include all original accessories;
  • include all manuals and inserts;
  • include the original packaging where reasonably possible;
  • be accompanied by proof of purchase.

CarryCollective™ reserves the right to refuse any return that does not comply with these conditions where permitted by law.

6. Products That Cannot Be Returned

Unless otherwise required by South African law, CarryCollective™ does not accept returns for:

  • Used products;
  • Products showing signs of misuse or damage;
  • Products returned without essential accessories;
  • Clearance or final-sale items;
  • Gift cards;
  • Downloadable digital products;
  • Personalised or custom-made products;
  • Products damaged after delivery due to customer handling.

7. Inspection of Returns

Every returned product undergoes a quality inspection before any refund, repair or replacement is authorised.

CarryCollective™ reserves the right to reject any return where inspection shows that:

  • the product has been used beyond what is reasonably necessary to inspect it;
  • the product has been damaged after delivery;
  • components or accessories are missing;
  • the product has been altered or modified;
  • the fault resulted from misuse rather than manufacturing defects.

8. Refunds

Where a refund is approved, it will be processed using the original payment method wherever possible.

Refunds generally take 7–14 business days after the returned product has been received and approved.

Shipping charges are non-refundable except where required by law or where CarryCollective™ supplied an incorrect or defective product.

Bank processing times may vary depending on your payment provider.

9. Exchanges

CarryCollective™ may, at its sole discretion, offer an exchange instead of a refund where appropriate.

Exchange requests remain subject to product availability.

10. Return Shipping

Customers are responsible for the cost of returning products unless:

  • CarryCollective™ supplied the incorrect product;
  • the product is confirmed to be defective under the Consumer Protection Act; or
  • South African law requires otherwise.

CarryCollective™ recommends using a tracked courier service, as we cannot accept responsibility for returns lost during transit.

11. How to Request a Return

To request a return, please contact our customer support team before sending any item back.

Please include:

  • Your full name;
  • Order number;
  • Email address;
  • Reason for the return;
  • Supporting photographs where applicable.

Returns sent without prior authorisation may be refused.

12. Contact Us

For all return and refund enquiries, please contact:

CarryCollective™ Customer Support

📧 Email: carrycollective26@outlook.com

Business Hours:

Monday – Friday

09:00 – 17:00 (SAST)

13. Consumer Rights

Nothing contained in this Return & Refund Policy limits or excludes any rights available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation.

Where any provision of this policy conflicts with South African law, the applicable legislation shall prevail.