At Tecexel, customer satisfaction matters — but so does clarity.
This page explains how refunds, returns, and disputes are handled in line with South African consumer protection laws and our internal processes.
Please read carefully before submitting a refund or dispute request.
Refund Eligibility
You may qualify for a refund or replacement if:
- The product is defective on arrival
- The product received is incorrect
- The product has a manufacturing fault (verified)
- The item is damaged during delivery (reported promptly)
Refunds are assessed case by case.
Items That May Not Qualify for Refunds
Refunds may be declined if:
- The product was damaged due to misuse or negligence
- The issue was reported outside the allowed timeframes
- The product differs from expectations but matches the description
- The product has been used, altered, or physically damaged after delivery
- Accessories, hygiene-related items, or clearance products (where applicable)
- Specific exclusions will be communicated during assessment.
How to Request a Refund
1️⃣ Submit a Refund Request
Contact our support team via the Contact Us page or WhatsApp.
Please include:
- Order number
- Reason for refund
- Photos or video evidence (where applicable)
2️⃣ Assessment & Review
Our team will review the request and may request additional information.
This helps us ensure fairness and accuracy.
3️⃣ Resolution
If approved, we will proceed with:
- A refund, or
- A replacement, or
- Store credit (where applicable)
The outcome will be communicated clearly.
Refund Processing Time
- Approved refunds are processed within 7–14 business days
- Refunds are issued via the original payment method, where possible
- Processing times may vary depending on banks or payment providers
Disputes & Chargebacks
If you believe there is an issue with your transaction:
- Please contact Tecexel before opening a chargeback with your bank
- Most issues can be resolved faster directly with our support team
Unnecessary chargebacks may delay resolution and impact future orders.
Important Notes
- Proof of purchase is required for all refund or dispute requests
- Refund decisions are based on product condition and verification
- Tecexel reserves the right to refuse refunds that do not meet eligibility criteria
- This policy complies with the Consumer Protection Act of South Africa
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