At Monique’s Place, customer satisfaction is important to us. This Refund and Returns Policy explains your rights and our procedures for returns, exchanges, and refunds for purchases made on https://www.moniquesplace.co.za.
This policy is aligned with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Under ECTA, customers who purchase goods online may cancel within 7 days of receiving the goods, and under the CPA, defective goods generally carry an implied 6-month warranty.
1. General Return Eligibility
You may return an item if:
- The product is defective, damaged, or not working as intended.
- The incorrect item was delivered.
- The item was damaged during delivery.
- You changed your mind and notify us within 7 days of receiving your online order (subject to conditions below).
To qualify for a return, the item must:
- Be in its original condition.
- Include all packaging, accessories, manuals, and software.
- Not be physically damaged by misuse, neglect, or unauthorized repair.
- Include proof of purchase.
2. Change of Mind Returns (Online Orders)
For purchases made through our website, you may cancel your order within 7 calendar days after receiving the goods.
Conditions:
- The item must be unused and in resalable condition.
- All original packaging, seals, and accessories must be intact.
- You are responsible for the direct cost of returning the goods.
- Shipping and payment processing fees may be non-refundable where permitted by law.
Refunds will be processed within 30 days after cancellation and receipt of the returned goods.
3. Defective Products
If a product is defective, unsafe, or not fit for its intended purpose, you may request a repair, replacement, or refund within 6 months of delivery, subject to supplier or manufacturer assessment.
If the defect is confirmed:
- We will repair, replace, or refund the item.
- We will cover reasonable return shipping costs.
4. Incorrect or Damaged Deliveries
If you receive the wrong item or your order arrives damaged:
- Notify us within 48 Hours of delivery.
- Include photographs of the packaging and product.
- We will arrange collection or provide return instructions at no cost to you.
5. Non-Returnable Items
The following items may not be returned unless defective:
- Software licenses and digital downloads.
- Opened consumables (ink cartridges, toner, batteries, etc).
- Special-order or custom-configured products.
- Products with broken manufacturer seals where return is restricted by the supplier.
- Hygiene-sensitive products once opened.
6. Special Orders and Supplier Direct Shipments
Products ordered specifically for a customer or shipped directly from suppliers may be subject to supplier restocking fees and longer processing times. If a return is accepted, any applicable supplier charges may be deducted from the refund where legally permitted.
7. Warranty Claims
Many products include a manufacturer warranty.
Warranty claims may require:
- Diagnostic testing.
- Supplier or manufacturer inspection.
- Repair rather than immediate replacement or refund.
Warranty does not cover:
- Accidental damage.
- Electrical surges.
- Liquid damage.
- Unauthorized repairs.
- Misuse or abuse.
8. Refund Processing
Approved refunds will be issued to the original payment method.
Typical processing times:
- EFT refunds: 2–5 business days after approval.
- Card refunds: 5–10 business days, depending on your bank.
9. Order Cancellations Before Dispatch
If your order has not yet been dispatched, you may request cancellation for a full refund, less any non-recoverable payment processing fees where applicable.
10. How to Request a Return
Email us with:
- Your order number.
- Product description.
- Reason for return.
- Photos (if defective or damaged).
Returns should only be sent once authorization has been provided.
11. Contact Details
Monique’s Place – Comprehensive IT Solutions
Website: https://www.moniquesplace.co.za
Email: steven@moniquesplace.co.za
Phone: 011 822 9462
12. Consumer Rights
Nothing in this policy limits your statutory rights under South African law, including the CPA and ECTA. If there is any conflict between this policy and applicable legislation, the legislation will prevail.