Refund policy

Returns & Refund Policy (South Africa)

Effective Date: [Insert Date]
Last Updated: [Insert Date]

This Returns & Refund Policy applies to all purchases made from Iron Palace through our website, social media platforms, online marketplaces, WhatsApp, or any electronic means.

This policy is drafted to comply with the:

  • Consumer Protection Act 68 of 2008 (“CPA”)
  • Electronic Communications and Transactions Act 25 of 2002 (“ECTA”)

This policy should be read together with the Terms & Conditions and Privacy Policy of Iron Palace.

1. General Policy

Iron Palace strives to provide quality products and customer satisfaction. Customers may request a return, exchange, repair, replacement, or refund only in circumstances permitted by South African law and this policy.

Nothing in this policy limits or removes any consumer rights that cannot legally be excluded under applicable South African law.

2. Cooling-Off Rights for Online Purchases

In accordance with the Electronic Communications and Transactions Act (“ECTA”), customers who purchase goods online may cancel the transaction within 7 days after receiving the goods, without providing a reason and without penalty.

Conditions:

  • The customer must notify Iron Palace in writing within the 7-day period.
  • Goods must be returned unused, undamaged, and in original condition with all packaging, accessories, manuals, tags, and proof of purchase where reasonably possible.
  • The customer is responsible for all return courier or delivery costs unless the goods were defective, damaged, or incorrectly supplied.
  • Refunds will only be processed after inspection and approval of the returned goods.

Iron Palace reserves the right to refuse returns where:

  • products have been used, worn, installed, altered, washed, damaged, or are not in a resalable condition;
  • hygiene or safety seals have been broken on products that cannot legally or hygienically be resold;
  • goods were custom-made, personalised, special-order, imported-on-request, intimate, consumable, perishable, or otherwise exempt under applicable law.

3. Defective, Damaged, or Incorrect Goods

Customers are entitled to remedies under the Consumer Protection Act where goods are:

  • defective;
  • unsafe;
  • materially damaged prior to delivery;
  • materially different from what was ordered;
  • not reasonably suitable for their intended purpose.

Where applicable, Iron Palace may offer:

  • repair;
  • replacement; or
  • refund.

Returned goods may be inspected and tested before approval of any remedy.

This clause does not apply where:

  • damage resulted from misuse, abuse, negligence, improper care, accidents, power surges, unauthorised modifications, improper installation, or failure to follow instructions;
  • normal wear and tear occurred;
  • products were repaired or altered by unauthorised persons;
  • defects or conditions were specifically disclosed before purchase.

4. Change of Mind / Incorrect Orders

Except where required by law, Iron Palace is not obligated to accept returns for:

  • change of mind;
  • incorrect size selection;
  • dislike of colour, style, or fit;
  • accidental purchases;
  • buyer’s remorse.

If Iron Palace agrees to accept such returns:

  • approval is entirely at Iron Palace’s discretion;
  • products must be unused and resalable;
  • original packaging and proof of purchase may be required;
  • handling, courier, cleaning, administration, banking, or restocking fees may be deducted;
  • refunds may be issued as store credit where legally permitted.

Special-order, sale, clearance, customised, personalised, imported, digital, downloadable, hygiene-sensitive, intimate, consumable, or perishable products are generally non-returnable unless defective.

5. Return Procedure

To request a return, customers must contact Iron Palace by email or WhatsApp and provide:

  • order number;
  • full name and contact details;
  • reason for return;
  • photographs where applicable.

Iron Palace may reject unauthorised returns.

Customers may be required to:

  • use approved couriers;
  • package products securely;
  • obtain return authorisation before shipping goods back.

Risk of loss or damage during return shipping remains with the customer until Iron Palace receives the goods unless otherwise required by law.

6. Inspection & Fraud Prevention

All returned products are subject to inspection and verification.

Iron Palace reserves the right to:

  • reject returns that do not comply with this policy;
  • charge reasonable costs for incomplete, damaged, or improperly packaged returns;
  • refuse returns where fraud, abuse, suspicious conduct, or unlawful activity is suspected.

Serial numbers, photos, and packaging records may be used for fraud prevention and verification purposes.

7. Refunds

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

Iron Palace may:

  • delay refunds until goods are received and inspected;
  • deduct lawful delivery, collection, handling, cleaning, repair, banking, or restocking costs where legally permitted;
  • refuse cash refunds for EFT, card, or online payments.

Refund timelines may vary depending on banks and payment providers.

8. Exchanges

Exchanges are subject to:

  • stock availability;
  • inspection approval;
  • payment of any price differences or delivery charges.

Iron Palace is not required to reserve replacement stock before returned items are received and approved.

9. Non-Returnable Items

The following items are generally non-returnable unless defective:

  • custom-made or personalised products;
  • underwear, intimate wear, swimwear, earrings, cosmetics, skincare, or grooming products once opened;
  • digital products, vouchers, gift cards, software keys, subscriptions, or licences;
  • food, beverages, supplements, plants, flowers, or perishable items;
  • clearance, liquidation, or marked “non-returnable” items;
  • products damaged through misuse or negligence.

10. Delivery Issues

Customers must inspect deliveries immediately upon receipt.

Any shortages, damages, or incorrect items must be reported within 48 hours of delivery, failing which the order may be deemed accepted unless otherwise required by law.

11. Chargebacks & Payment Disputes

Customers agree to first attempt to resolve disputes directly with Iron Palace before initiating chargebacks or payment reversals.

Fraudulent or abusive chargebacks may result in:

  • suspension of future orders;
  • recovery proceedings;
  • reporting to fraud prevention services where legally permitted.

12. Limitation of Liability

To the fullest extent permitted by South African law:

  • Iron Palace’s liability is limited to the amount paid for the product;
  • Iron Palace is not liable for indirect, incidental, consequential, or special damages;
  • Iron Palace is not liable for loss of profits, business interruption, data loss, or third-party claims arising from use of any product.

Nothing in this clause excludes liability where exclusion is unlawful.

13. Consumer Rights

Nothing in this policy is intended to unlawfully limit consumer rights under South African law. If any provision conflicts with applicable legislation, the applicable legislation will prevail.

14. Contact Information

Iron Palace
Email: [Insert Email Address]
WhatsApp/Phone: [Insert Number]
Address: [Insert Business Address]
Website: [Insert Website]