Return & Refund Policy

Last updated: 14 May 2026

1. General return principles

Items should be returned in their original condition, unused where applicable, with original packaging, accessories, manuals, and proof of purchase. We may inspect returned items before approving an exchange, replacement, repair, store credit, or refund.

2. Online purchase cooling-off returns

Where applicable under South African ecommerce law, customers may request to cancel an online purchase within 7 days after receiving the goods. Returned goods must be unused, complete, and in a resalable condition. The direct cost of returning the goods may be for the customer’s account unless the goods are defective, damaged, or incorrectly supplied.

3. Damaged, defective, or incorrect items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible with your order number, photos where relevant, and a clear description of the issue.

Depending on the situation and availability, we may arrange an exchange, replacement, repair, collection, refund, or other suitable resolution.

4. Items that may not qualify for return

Returns may be declined where items are:

• Used, installed, damaged, altered, or missing parts/packaging after delivery.
• Custom-made, special-order, personalised, or clearly ordered to specification.
• Returned outside the applicable return period.
• Not accompanied by proof of purchase or sufficient order information.
• Excluded from return under applicable law for hygiene, safety, or product-specific reasons.

5. How to request a return

To request a return, contact us at crm@neptuneware.com with:

• Your order number.
• Your name and contact details.
• The item you want to return.
• The reason for the return.
• Photos or supporting information, where applicable.

6. Refunds

Approved refunds are generally processed back to the original payment method where possible. Refund timing may depend on payment provider processing times, bank processing times, and the outcome of any inspection or return verification.

7. Exchanges and replacements

Exchanges and replacements are subject to stock availability. If the same item is unavailable, we may offer a suitable alternative, store credit, or refund where applicable.

8. Delivery and return costs

If the return is due to a defective, damaged, or incorrect item, we will guide you on the appropriate return process. For change-of-mind or cooling-off returns, return delivery costs may be for the customer’s account unless applicable law provides otherwise.

9. Order cancellations

If you need to cancel an order, please contact us as soon as possible. If the order has already been dispatched, it may need to be handled as a return after delivery.

10. Contact us

For return, exchange, or refund assistance, contact us at crm@neptuneware.com.