4. Returns & Refunds Policy

Suggested Shopify page title: Returns & Refunds Policy

We want returns to be clear and fair. This policy distinguishes between statutory consumer rights and Titus22’s additional change-of-mind return option. Nothing below limits a right that a customer has under applicable South African law.

4.1 Statutory cooling-off rights for qualifying electronic transactions

Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) applies, a consumer may cancel a qualifying electronic transaction for goods without reason and without penalty within seven days after receiving the goods. The consumer may be charged only the direct cost of returning the goods, and any refund due under that statutory cooling-off right must be handled within the period required by law.

4.2 ECT Act exclusions

The statutory ECT cooling-off right does not apply to every online purchase. The Act contains exclusions, including certain foodstuffs, beverages and other goods intended for everyday consumption supplied to the consumer, goods made to a customer’s specifications or clearly personalised, goods that by their nature cannot be returned, and goods likely to deteriorate or expire rapidly. These exclusions may therefore affect coffee, hot sauce and other consumable goods, as well as customised items.

4.3 Titus22 change-of-mind returns

In addition to statutory rights, Titus22 will accept a change-of-mind return of an eligible non-consumable product if you contact us within 14 calendar days after delivery and the product is unused, uncarried, unsharpened, unmodified, complete, and in resalable condition with original packaging, labels, inserts and accessories. Return courier costs for a voluntary change-of-mind return are for the customer unless Titus22 agrees otherwise.

4.4 Knives and EDC items

A knife or EDC item returned for change of mind must show no signs of use, carrying, cutting, sharpening, disassembly, adjustment, modification, corrosion, wear, pocket-clip marks or damage. Opening and inspecting a product carefully is acceptable, but the item must still be capable of being sold as new. Statutory rights relating to defective or unsafe goods are not affected by this condition.

4.5 Coffee, hot sauce and consumables

For food, beverages and consumables, we generally cannot accept a change-of-mind return once the product has been dispatched, except where a statutory right applies or the product is incorrect, damaged, contaminated, defective or otherwise not compliant with applicable consumer law. Please do not consume a product you believe is damaged, contaminated or incorrectly supplied.

4.6 First-aid, hemostatic and hygiene-related products

For safety and hygiene reasons, first-aid, hemostatic and sealed medical-related consumables should remain unopened and in their original sealed packaging for any voluntary change-of-mind return. This does not affect statutory remedies for defective, unsafe, incorrectly supplied or non-compliant goods.

4.7 Defective, unsafe or unsuitable goods

South African consumer law provides important statutory protection for defective, unsafe or unsuitable goods. Where the Consumer Protection Act 68 of 2008 applies, goods carry an implied warranty of quality. Within six months after delivery, if goods fail to meet the applicable quality standards, a consumer may have rights to return the goods at the supplier’s risk and expense and choose the remedy provided by law, which may include repair, replacement or refund. These rights are subject to the Act and the circumstances of the particular product.

4.8 Damage caused after delivery

Statutory defect rights do not cover damage caused by misuse, abuse, accidents, neglect, unauthorised modification, improper sharpening, disassembly contrary to manufacturer instructions, incorrect storage, normal wear and tear, or use of a product for a purpose for which it was not reasonably intended, except to the extent applicable law provides otherwise.

4.9 Incorrect or damaged delivery

If the wrong product arrives, or a parcel/product appears damaged on delivery, contact us as soon as reasonably possible at sales@titus22.co.za with the order number and clear photographs of the parcel, shipping label, packaging and product. Where possible, please notify us within 48 hours because this helps us lodge a courier claim quickly. A delay in reporting does not remove statutory rights that cannot lawfully be excluded.

4.10 Manufacturer-designated seconds and disclosed imperfections

If a product was clearly sold as a manufacturer-designated “second”, blemished or cosmetic-grade product, the specific disclosed cosmetic imperfection is not itself a defect for purposes of a complaint about that disclosed condition. Other undisclosed defects or statutory rights remain unaffected.

4.11 Return authorisation

Before sending any return, email sales@titus22.co.za to obtain return instructions and a return reference. Include your order number, reason for return and photographs where relevant. Unauthorised parcels may be delayed because we may be unable to identify the order.

4.12 Packing a return

Returned goods must be packed safely to prevent transit damage and must include the original product, packaging, accessories, inserts and any other items supplied with it where reasonably applicable. The customer is responsible for damage caused by inadequate return packaging in a voluntary change-of-mind return.

4.13 Return shipping costs

For a valid statutory return relating to defective, unsafe or non-compliant goods, return costs will be handled as required by law. For a voluntary change-of-mind return, the customer is responsible for the direct return courier cost. For an applicable ECT Act cooling-off cancellation, the only charge that may be levied on the consumer is the direct cost of returning the goods.

4.14 Refund method and timing

Approved refunds will normally be made to the original payment method. We may need to inspect returned goods before approving a voluntary return or a return where the condition of the goods is relevant. Once an approved non-statutory refund is processed by Titus22, bank or payment-provider processing times may apply. Where the ECT Act prescribes a refund period, that statutory period will apply.

4.15 Original delivery charges

Where a refund is required by law, delivery charges will be dealt with in the manner required by that law. For a voluntary change-of-mind return that is not based on a statutory cancellation right, the original delivery charge is generally not refundable unless Titus22 agrees otherwise.

4.16 Exchanges

Where stock is available, we may offer an exchange as a practical alternative to a refund. An exchange does not replace a consumer’s right to choose a statutory remedy where the law gives the consumer that choice.

4.17 Gifts, bundles and promotional items

Where a returned order included a free promotional item, bundle discount or gift, the promotional item may also need to be returned or the value of the benefit may be taken into account to the extent permitted by law and the promotion terms.

4.18 How to start a return

Email: sales@titus22.co.za
Subject: Return Request – Order #[ORDER NUMBER]
Include: order number, item, reason for return, and photographs where relevant.