Refund & Return Policy

Your Rights Under the Consumer Protection Act

As a South African consumer, you are protected by the Consumer Protection Act 68 of 2008 (CPA). Nothing in this policy limits or overrides your statutory rights under the CPA. Key rights include:

• Right to safe, good quality goods — you have the right to receive goods that are safe, of good quality and free from defects
• Right to return unsafe or defective goods — if goods are defective or not fit for purpose, you may return them within 6 months for a refund, replacement or repair
• Right to full disclosure — we are required to disclose all material information about our products and return conditions
• Right to fair and honest dealings — we are prohibited from misleading you about the terms of our return and refund policy

Return Window & Eligibility

Global Pact Trading accepts returns under the following timeframes:

• Standard returns — within 7 days of delivery for unused, undamaged items in their original packaging
• Damaged or defective items — must be reported within 48 hours of delivery, with photographic evidence
• Defective items (CPA Section 56) — within 6 months of delivery for any product found to be defective, unsafe or not of good quality
• Incorrect items — must be reported within 3 working days of delivery if you received the wrong product

What Can & Cannot Be Returned

Conditions for a Valid Return

To qualify for a return and refund under our standard policy, the following conditions must all be met:

• The return is initiated within the applicable return window (7 days for standard, 48 hours for damaged)
• You have contacted us first and received a Return Authorisation (RA) number before sending the item back
• The item is in its original, unused condition — not opened, assembled, installed or used
• All original packaging, labels, tags, manuals and accessories are included
• You have proof of purchase — your order confirmation email or invoice number
• The item is not in one of the non-returnable categories listed above

How to Initiate a Return

Follow these steps to return an item:

Damaged, Defective or Incorrect Items

Damaged on Arrival

If your order arrives visibly damaged, please:

• Take clear photographs of the outer packaging and the damaged item before opening or using it
• Contact us within 48 hours of delivery at contact@globalpacttrading.co.za or WhatsApp +27 78 884 9552
• Include your order number and clear photographs in your message

We will investigate with the courier and arrange a free replacement or full refund — including return shipping costs — at no expense to you.

Defective Items

If a product develops a defect after use, please report it to us within 3 working days of noticing the defect. Under the Consumer Protection Act Section 56, you are entitled to return any defective product within 6 months of delivery for a refund, replacement or repair — at your choice.

Incorrect Items

If you received the wrong item, please contact us within 3 working days of delivery. We will arrange collection of the incorrect item and send the correct one at no additional cost to you.

Custom, Imported & Pre-Sale Items

Certain products on our platform are custom-ordered, specially imported or sold on a pre-sale basis. These items have different return conditions that you should be aware of before purchasing:

• Custom or made-to-order products — these cannot be returned unless they arrive damaged or defective. Please review all specifications carefully before ordering
• Imported items (sea or air freight) — because these items are ordered and imported specifically for you, refunds are generally not available once the import process has begun
• Pre-sale items — items sold before they are in stock are not eligible for refund once processing has commenced, except where the item arrives damaged or defective

Notwithstanding the above, your statutory rights under the Consumer Protection Act Section 56 — including the right to return a defective product within 6 months — still apply to all products including custom and imported items.

Refund Process & Timelines

Once your returned item has been received and inspected by our team, we will notify you of the approval or rejection of your refund request within 2 business days.

If Approved

• Your refund will be processed within 7–10 business days of approval
• The refund will be credited to your original payment method — the same card, bank account or payment method used at checkout
• Please allow additional time for your bank or card issuer to reflect the credit on your account — this can take a further 3–5 business days depending on your bank

If Rejected

If your return does not meet our conditions — for example, the item has been used, is missing accessories or was returned outside the return window — we will notify you and arrange to return the item to you. Return shipping costs in this case will be at your expense.

Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. This may apply where:

• An item is returned in a condition that is not fully original — for example, with minor damage, missing one accessory or with opened packaging — that was not caused by us
• Only part of an order is returned
• A product has been partially used or assembled before the decision to return
• The item has depreciated in condition beyond normal inspection

In all cases, we will communicate clearly with you about the refund amount before processing. We aim to be fair and transparent in our assessment.

Exchanges

We process exchanges for the following situations:

• Defective items — if a product is defective or damaged on arrival, we will exchange it for the same product at no cost to you
• Incorrect items — if we sent the wrong product, we will exchange it for the correct one at no cost to you

We do not offer direct size or colour exchanges for change-of-mind returns. If you would like a different product, please return the original item (subject to our return conditions) and place a new order for the item you want.

To request an exchange, contact us at contact@globalpacttrading.co.za with your order number and the details of what you received vs what you expected.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

• Our error (wrong item, damaged in transit, defective) — we will cover all return shipping costs and arrange collection or provide a prepaid return label
• Change of mind or standard return — you are responsible for the cost of returning the item to our warehouse using a trackable courier
• Rejected returns — if your return is not approved after inspection, return shipping of the item back to you will be at your expense

Sale Items

Products purchased on sale or during promotional events follow the same return conditions as regular-priced items, with the following additional notes:

• Only regular-priced and sale items that are unused and in original condition are eligible for refund
• Clearance items marked as "Final Sale" or
• Promotional discounts and coupon savings are not refundable as cash — only the amount actually paid will be refunded

Order Cancellations

You may cancel an order before it has been dispatched from our warehouse. To cancel, contact us immediately at contact@globalpacttrading.co.za or WhatsApp +27 78 884 9552.

• Cancelled before dispatch — a full refund will be issued within 7–10 business days to your original payment method
• Cancelled after dispatch — the order cannot be cancelled once it has left our warehouse. Our standard return policy will apply once the item is delivered
• Custom, imported or pre-sale items — once processing or manufacturing has begun, cancellation is not possible and the deposit is non-refundable