Question 1

INTRODUCTION

Accepted Answer

This Returns & Refunds Policy governs the circumstances under which goods purchased through the Packlife Store website (“Website”) may be returned and refunds requested.

This Website is operated by Ardo Productions (Pty) Ltd (“the Company”, “we”, “us”, or “our”).

This Policy is drafted in accordance with:
The Consumer Protection Act 68 of 2008 (“CPA”); and
The Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

This Policy must be read together with the Terms of Sale, Delivery Policy, and Terms of Use, all of which form part of the binding contract of sale.

Question 2

GENERAL PRINCIPLES

Accepted Answer

The Company is committed to complying with all mandatory consumer rights under South African law.

Except where required by law, the Company does not offer discretionary, extended, or goodwill-based returns.

Returns and refunds are handled strictly in accordance with:
The nature of the goods;
The reason for return; and
Applicable statutory provisions.

Question 3

CATEGORIES OF RETURNS

Accepted Answer

For clarity and legal certainty, returns are categorised as follows:
Distance-selling cooling-off returns (ECTA)
Defective goods returns (CPA section 56)
Incorrect or damaged deliveries
Non-returnable goods
Returns not permitted

Each category is governed by distinct rules.

Question 4

DISTANCE-SELLING COOLING-OFF RETURNS (ECTA)

Accepted Answer

STATUTORY RIGHT
In terms of section 44 of ECTA, a Customer who purchases goods via electronic transaction may cancel the transaction within 7 (seven) days after the date on which the goods are received.

This right applies only where:
The transaction qualifies as a distance-selling transaction under ECTA; and
The goods are not excluded under clause 4.4 below.

CONDITIONS OF COOLING-OFF RETURNS
To qualify for a cooling-off return:
The Customer must notify the Company in writing within 7 days of receipt;
Goods must be returned unused, unworn, unaltered, and in original packaging;
All labels, seals, and tags must remain intact;
The Customer bears all direct costs of returning the goods.

REFUNDS UNDER COOLING-OFF RETURNS
Where a cooling-off return is valid:
The Company will refund the purchase price of the goods;
Original delivery fees are non-refundable, unless required by law;
Refunds will be processed within a reasonable period after receipt and inspection of the goods.

GOODS EXCLUDED FROM COOLING-OFF RIGHTS
The cooling-off right does not apply to:
Consumable goods once unsealed or used;
Supplements, food products, and beverages;
Hygiene-sensitive goods;
Items that have been worn, washed, or used;
Goods damaged after delivery;
Goods made to order or personalised.

Question 5

DEFECTIVE GOODS (CPA SECTION 56)

Accepted Answer

IMPLIED WARRANTY OF QUALITY
In terms of section 56 of the CPA, all goods sold are subject to an implied warranty of quality for a period of 6 (six) months from the date of delivery.

This warranty applies only where goods are:
Defective;
Not fit for their intended purpose; or
Not of acceptable quality.

CUSTOMER REMEDIES
Where goods are found to be defective within the 6-month period, the Company may, at its discretion and in accordance with the CPA:
Repair the goods;
Replace the goods; or
Refund the purchase price.

INSPECTION & VERIFICATION
All allegedly defective goods must be returned for inspection before any remedy is applied.

The Company reserves the right to:
Reject claims where no defect is found;
Refer products to suppliers or manufacturers for assessment.

EXCLUSIONS
The implied warranty does not apply where defects arise due to:
Normal wear and tear;
Misuse or abuse;
Negligence;
Failure to follow product instructions;
Accidental damage;
Alteration or unauthorised repair.

Question 6

INCORRECT OR DAMAGED DELIVERIES

Accepted Answer

If goods are delivered incorrectly or arrive damaged, the Customer must notify the Company within 48 hours of receipt.

Where the error or damage is attributable to the Company or courier:
The Company will arrange collection or replacement at no cost to the Customer.

Failure to notify the Company within the specified timeframe may result in the claim being declined.

Question 7

NON-RETURNABLE GOODS

Accepted Answer

For hygiene, safety, and operational reasons, the following goods are strictly non-returnable, except where defective:
Supplements and consumables;
Coffee and beverage products;
Hygiene-sensitive items;
Items that have been opened, used, or worn;
Clearance or final-sale items (where applicable).

This clause applies regardless of whether the goods were purchased online or collected.

Question 8

RETURNS NOT PERMITTED

Accepted Answer

The Company does not accept returns for:
Change-of-mind outside statutory cooling-off rights;
Incorrect sizing where sizing information was provided;
Items purchased with promotional pricing where indicated as final sale;
Goods returned without prior written authorisation.

Question 9

RETURN PROCESS

Accepted Answer

All return requests must be submitted via email to:
riccardo@ardoproductions.com

Returned goods sent without prior approval may be refused.

Customers are responsible for ensuring returned goods are adequately packaged and insured during transit.

Question 10

REFUND METHOD & TIMING

Accepted Answer

Approved refunds will be processed using the original payment method where possible.

Refunds may take several business days to reflect depending on the payment provider.

The Company shall not be liable for delays caused by third-party payment processors.

Question 11

LIMITATION OF LIABILITY

Accepted Answer

To the fullest extent permitted by law, the Company’s liability for returns and refunds is limited to the purchase price paid for the goods concerned.

Question 12

GOVERNING LAW

Accepted Answer

This Returns & Refunds Policy is governed by the laws of the Republic of South Africa.

Question 13

Last Updated

Accepted Answer

01/02/2026

CPT 1–3 days | JHB 3–5 days | Rest of SA up to 7 days.

Returns & Refunds Policy

INTRODUCTION

GENERAL PRINCIPLES

CATEGORIES OF RETURNS

DISTANCE-SELLING COOLING-OFF RETURNS (ECTA)

DEFECTIVE GOODS (CPA SECTION 56)

INCORRECT OR DAMAGED DELIVERIES

NON-RETURNABLE GOODS

RETURNS NOT PERMITTED

RETURN PROCESS

REFUND METHOD & TIMING

LIMITATION OF LIABILITY

GOVERNING LAW

Last Updated

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