Refund policy
REFUND AND RETURNS POLICY
Effective date: 20 September 2026
SAAVVY wants customers to shop with confidence. This policy explains how we handle returns, refunds, cancellations, incorrect products, damaged deliveries and defective goods.
Nothing in this policy excludes, restricts or waives a consumer right that cannot lawfully be excluded under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
1. How to request a return
Contact accounts@saavvy.store before sending any product.
Include:
Your full name
Order number
Product concerned
Reason for the request
Photographs or video where relevant
Do not return products to an international supplier or fulfilment centre. Do not send a product to SAAVVY until your return has been approved and return instructions have been provided.
2. Voluntary 30-day returns
SAAVVY accepts eligible voluntary returns requested within 30 days after delivery.
To qualify, the product should generally be:
Unused and undamaged
In its original condition
Complete with supplied parts and accessories
In its original packaging where reasonably possible
Accompanied by proof of purchase
A voluntary return does not limit any separate statutory right relating to defective, unsafe, incorrect or misdescribed goods.
3. Hygiene and personal-care products
For health, hygiene and safety reasons, opened or used skincare, beauty, cosmetic, personal-care and other hygiene-sensitive products may not qualify for a voluntary change-of-mind return where the law permits this restriction.
This does not remove any statutory right relating to a defective, unsafe, incorrect or non-conforming product.
4. Electronic-transaction cancellation rights
Certain electronic transactions may qualify for a statutory cooling-off right under the Electronic Communications and Transactions Act.
Where that right applies, SAAVVY will process the cancellation and refund in accordance with the applicable legal requirements and exclusions.
5. Defective, unsafe or failed goods
Qualifying goods are covered by the implied warranty of quality provided under the Consumer Protection Act.
Where section 56 of the Act applies, a customer may return qualifying defective, unsafe or failed goods within six months after delivery and may be entitled to a repair, replacement or refund, subject to the circumstances and requirements of the Act.
SAAVVY may request reasonable evidence, photographs, video or inspection of the product to assess the reported issue.
6. One-year electronic-device warranty
Electronic devices sold by SAAVVY include a one-year warranty against manufacturing defects. This does not cover misuse, accidental damage or normal wear and tear.
The one-year warranty applies in addition to rights and remedies available under South African consumer law.
7. Incorrect or misdescribed products
If you receive the wrong product or a product that materially differs from its description, contact accounts@saavvy.store as soon as reasonably possible.
Provide your order number and clear photographs of the product, labels and packaging. SAAVVY will investigate and provide an appropriate remedy in accordance with applicable law.
8. Products damaged during delivery
If a product arrives visibly damaged, contact SAAVVY as soon as reasonably possible.
Please provide:
Your order number
Photographs of the product
Photographs of the outer and inner packaging
A description of the damage
Keep the original packaging until SAAVVY confirms whether it is required for investigation or return.
9. Return shipping costs
Where goods are defective, unsafe, incorrect or otherwise qualify for a statutory remedy for which SAAVVY is responsible, return arrangements and costs will be handled in accordance with applicable law.
For an approved voluntary change-of-mind return that is not required by law, the customer may be responsible for reasonable return shipping costs.
The applicable arrangement will be confirmed before the return is sent.
10. Internationally fulfilled products
Some SAAVVY products are fulfilled by international suppliers or fulfilment partners. Customers must still contact SAAVVY directly regarding returns, refunds, defective products and warranty claims.
Do not return a product directly to EPROLO, OriginDrop or another supplier unless SAAVVY provides written instructions to do so.
11. Exchanges
Where an exchange is approved, SAAVVY will confirm the available replacement and return procedure.
Depending on stock availability and the circumstances, the quickest option may be to return the original product and place a separate order after the return has been approved.
12. Refunds
SAAVVY will notify you after an approved return has been received and assessed.
Approved refunds will generally be issued to the original payment method. After SAAVVY processes the refund, the time required for it to appear may depend on the bank, card issuer or payment provider.
Where applicable law requires a particular refund period or method, SAAVVY will comply with that requirement.
13. Store credit
SAAVVY may offer store credit as an optional alternative where permitted by law and accepted by the customer.
Store credit will not replace a monetary refund where the customer is legally entitled to receive one.
14. Order cancellations
To request cancellation, contact accounts@saavvy.store as soon as possible.
We will make reasonable efforts to cancel an order before it enters fulfilment or dispatch. If fulfilment or dispatch has already started, cancellation may no longer be operationally possible and the applicable return process will apply.
Nothing in this section limits a statutory cancellation right.
15. Sale and promotional products
A discounted or promotional price does not remove statutory consumer rights.
Voluntary change-of-mind returns for final-sale products may be restricted where permitted by law and where that restriction was clearly disclosed before purchase.
16. Approved returns address
Business and approved returns address:
Plot 15, Cromdale, R40
Mbombela, Mpumalanga, 1200
South Africa
Contact SAAVVY before sending anything to this address. Returns sent without approval or the required identifying information may be delayed or refused where permitted by law.
17. Contact information
SAAVVY (Pty) Ltd
Registration number: 2026/667674/07
Customer support: accounts@saavvy.store
Telephone: +27 79 654 4964
Support hours: Monday–Friday, 09:00–17:00 SAST
Business and approved returns address: Plot 15, Cromdale, R40, Mbombela, Mpumalanga, 1200, South Africa
Website: www.saavvy.store