Refund & Return Policy

1. Your statutory rights come first

This policy must be read with the CPA and ECTA. It does not remove any right that cannot lawfully be waived. Different rules apply to unwanted goods, incorrectly supplied goods, unsafe or defective goods, and goods made to a customer’s specification.

2. Cooling-off returns for qualifying online purchases

Where ECTA section 44 applies, a consumer may cancel a qualifying electronic transaction for goods within seven days after receiving them, without reason or penalty. The consumer is responsible only for the direct cost of returning the goods.

Notify us within the seven-day period and keep the goods unused, complete and safely packaged while return arrangements are made. The statutory cooling-off right has exceptions, including certain personalised, made-to-specification, perishable, unsealed software/media and date-specific service transactions.

3. Defective, unsafe or poor-quality goods

Where the CPA’s implied warranty applies, goods must be reasonably suitable for their usual purpose, of good quality, in working order, free of defects and durable for a reasonable period. If goods fail to meet those standards within six months after delivery, the consumer may be entitled to return them for repair, replacement or refund in accordance with section 56 of the CPA.

If a repaired defect recurs within the period specified by the CPA, further statutory remedies may apply. Damage caused by misuse, unauthorised alteration, incorrect assembly, unsuitable cleaning, normal wear or use contrary to instructions is not a manufacturing defect.

4. Incorrect delivery and goods not examined before purchase

If we deliver the wrong item, a materially different item, an unordered quantity, or goods damaged before delivery, contact us promptly. Where the law requires, Office Stock will arrange collection at its cost and provide the appropriate remedy.

A consumer who did not have a reasonable opportunity to examine goods before delivery may reject goods that do not match the type, quality or agreed description, subject to the CPA’s requirements.

5. Made-to-order, specially sourced and assembled goods

A change-of-mind return may not be available for goods made to your specification, personalised finishes, specially imported or sourced products, goods altered or assembled for you, or sealed goods that cannot lawfully be resold once opened. This does not limit a remedy for goods that are defective, unsafe, incorrectly supplied or otherwise covered by a non-excludable statutory right.

6. How to request a return

1. Email sales@officestock.co.za with the order number, item, reason and clear photographs where damage or a defect is alleged.
2. Wait for a return authorisation and the correct collection or return address.
3. Package the product safely with all supplied parts, manuals and accessories. Do not send goods to an unconfirmed address.
4. We will inspect the return and confirm the remedy. Inspection does not remove your statutory rights.

Report visible transit damage as soon as reasonably possible, preferably within 24 hours, so evidence can be preserved. A later report is not automatically rejected where the law provides a remedy.

7. Refund timing and return costs

Approved refunds are made to the original payment method unless another lawful method is agreed. We aim to process refunds within seven business days after approval. Where ECTA’s cooling-off provision applies, the refund will be completed within the statutory period, currently no later than 30 days after cancellation.

• Office Stock bears reasonable return costs for incorrect or qualifying defective goods.
• The customer bears direct return costs for a qualifying ECTA change-of-mind return.
• Original delivery charges are refunded only where required by law or where the delivery itself was not properly performed.

We will never use packaging damage alone to defeat a valid statutory defect claim, but may assess avoidable loss caused by unreasonable handling where the law permits it.