1. Overview
- This Returns & Refunds Policy explains when and how goods purchased via the Rietbron Community Portal (“Portal”) may be returned.
- All returns are subject to the Consumer Protection Act 68 of 2008 (CPA).
- The Portal acts as an intermediary platform; suppliers are directly responsible for honouring CPA-compliant returns.
2. Eligible Returns
- Returns are only accepted for defective, unsafe, damaged, or incorrect products.
- Return requests must be reported within 48 hours of delivery.
- Refunds or exchanges due to:
- Stock shortages,
- Incorrect items supplied, or
- Products damaged in transit will be processed if reported within 48 hours.
3. Non-Eligible Returns
- “Change of mind” returns are not permitted.
- Products that have been opened, used, or not returned in original condition/packaging will not qualify, unless defective.
- Defects due to misuse, negligence, or normal wear and tear are excluded.
4. Process for Returns & Refunds
- Customers must report a refund or return request within 48 hours of delivery, providing:
- Order number,
- Reason for return,
- Supporting evidence (e.g., photos).
- Rietbron Community Portal will arrange exchange, refund, or credit as appropriate.
- Refunds are processed only after returned goods have been received and inspected.
- Refunds will be issued via the original payment method within 14 business days of acceptance.
5. Supplier & Customer Responsibilities
- Suppliers: must honour CPA obligations and process valid returns promptly.
- Customers: must keep all packaging and report return requests within the 48-hour window.
- Failure to report within this timeframe will be deemed acceptance of the delivery as correct and complete.
6. Accommodation & Experiences
- Accommodation and Karoo experience bookings are governed by the supplier’s cancellation policy (see T&C).
- Unless otherwise stated:
- Cancellation 14+ days before arrival: 50% of deposit forfeited.
- Cancellation 7 days or less before arrival: 100% of deposit forfeited.
7. Contact
- For product return or refund queries:
- Report a refund or return request
