Returns and Refunds Policy
Last updated: 20 April 2026
This Returns and Refunds Policy applies to physical products purchased through the Theo Grimbeek online fundraising store on www.theogrimbeek.co.za.
By placing an order through the fundraising store, you agree to this policy.
1. Scope of this Policy
1.1 This policy applies only to physical products purchased through the Theo Grimbeek fundraising store.
1.2 This policy does not apply to direct donations, monetary contributions, or other non-product fundraising support unless expressly stated otherwise.
1.3 This policy must be read together with the website’s Shipping Terms and Conditions, Website Terms and Conditions, and Privacy Policy.
2. Fundraising Nature of the Store
2.1 The Theo Grimbeek online shop forms part of a fundraising initiative.
2.2 Many products in the store may be donated items, once-off items, handmade items, pre-owned items, shop-soiled items, or items sold in a specifically disclosed condition.
2.3 Where a product is clearly described on the website as used, pre-owned, shop-soiled, imperfect, sold as is, or sold subject to a disclosed condition, the customer acknowledges that the item is being purchased in that disclosed condition.
2.4 Nothing in this policy excludes or limits any rights that may apply under South African law.
3. General Returns Position
3.1 Because the store is operated for fundraising purposes and many products may be once-off or condition-specific items, we do not generally accept returns or exchanges for:
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buyer’s remorse,
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change of mind,
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preference-based decisions, or
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issues that were clearly disclosed on the product page before purchase.
3.2 However, where South African consumer law gives the customer a right to return goods, cancel a qualifying transaction, or receive a refund, repair, or replacement, those rights will apply. (Government of South Africa)
4. Products Sold in a Disclosed Condition
4.1 Certain goods may be sold in a particular disclosed condition, including but not limited to:
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donated goods,
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second-hand goods,
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pre-owned goods,
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shop-soiled goods,
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display items,
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clearance items, or
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imperfect items.
4.2 If the specific condition of a product was clearly disclosed before purchase and the customer proceeded with the order on that basis, a return or refund will not be accepted merely because of that disclosed condition.
4.3 This clause does not affect any non-excludable statutory rights that may still apply if the goods are materially not as described, are unsafe, or fail to meet applicable legal standards. The CPA recognises that goods must generally be reasonably suitable, of good quality, in good working order and free of defects, except to the extent the consumer was expressly informed of a specific condition and accepted it. (Government of South Africa)
5. Incorrect, Damaged, or Incomplete Orders
5.1 If the customer receives:
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the wrong item,
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an incomplete order,
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an item damaged in transit, or
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an item materially different from what was ordered,
the customer must notify us as soon as reasonably possible after delivery.
5.2 Where possible, the customer should notify us within 48 hours of delivery and include:
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the order number,
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a clear description of the issue,
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photographs of the item, packaging, and courier label, if applicable.
5.3 We may investigate the issue and request further information before deciding on the appropriate remedy.
5.4 If we confirm that the wrong item was supplied, the order was incomplete, or the item was damaged in transit before acceptance, we may, depending on the circumstances:
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replace the item,
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provide the missing item,
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arrange collection, or
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refund the amount paid.
6. Defective Goods
6.1 If goods fail to meet the standards contemplated by applicable South African consumer law, the customer may have the right, within six months after delivery, to return the goods without penalty and at the supplier’s risk and expense, and to choose repair, replacement, or refund, subject to the law and the facts of the case. (Government of South Africa)
6.2 This applies to qualifying defects or failures and not to:
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ordinary wear and tear,
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misuse,
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abuse,
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negligent handling,
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accidental damage,
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failure to follow care or usage instructions,
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damage caused after delivery, or
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conditions that were clearly disclosed and accepted before purchase.
6.3 If goods are repaired and the defect is not remedied, or another defect appears within three months after the repair, the customer may be entitled to replacement or refund as provided by law. (Government of South Africa)
7. Online Cooling-Off Right
7.1 For qualifying electronic transactions, a customer may be entitled under South African law to cancel the transaction without reason and without penalty within seven days after receipt of the goods. (Government of South Africa)
7.2 Where this right applies:
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the customer must notify us in writing within the applicable period,
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the customer may be responsible only for the direct cost of returning the goods, and
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any refund due must be processed in accordance with applicable law.
7.3 This cooling-off right does not apply in every case. Legal exceptions may apply depending on the nature of the goods or transaction. Under the ECTA, examples of exceptions include certain personalised goods, goods that by reason of their nature cannot be returned, or goods likely to deteriorate rapidly. (Government of South Africa)
8. Goods Not Examined Before Delivery
8.1 If goods were delivered without the customer having had an opportunity to examine them beforehand, the customer may in some cases have the right to return them after delivery, subject to the CPA and the circumstances of the transaction. (Government of South Africa)
8.2 Any such return request must be made promptly and the goods must be kept in a condition reasonably consistent with examination and return.
9. Exchanges
9.1 We do not generally offer exchanges for once-off, donated, pre-owned, or condition-specific fundraising-store items.
9.2 If an exchange is approved by us as a goodwill arrangement, it will remain subject to stock availability and the unique nature of the item.
9.3 Where a replacement is required by law and no replacement stock is available, a refund may be provided instead.
10. Condition of Returned Goods
10.1 Returned goods must be sent back in the condition reasonably required for inspection, assessment, and processing.
10.2 The customer should return goods with all parts, accessories, manuals, packaging, and proof of purchase where reasonably available.
10.3 We may reduce a refund or reject a non-statutory return where goods have been materially damaged, altered, installed, used beyond what is reasonably necessary for inspection, or returned incomplete, subject always to applicable law. The CPA also allows for reasonable charges in some return scenarios depending on the condition of returned goods. (Government of South Africa)
11. Refund Method and Timing
11.1 Approved refunds will generally be processed back to the original payment method used for the purchase, where reasonably possible.
11.2 Refund timing may vary depending on the payment provider, bank, gateway, or card issuer.
11.3 If a refund is due under the ECTA cooling-off provisions, the Act provides that it must be made within 30 days of cancellation. (Government of South Africa)
11.4 If an order cannot be fulfilled because the goods are unavailable, the supplier must notify the consumer and refund payments within 30 days after that notification under the ECTA. (Government of South Africa)
12. Direct Donations
12.1 Direct donations made through the website are voluntary contributions to a fundraising initiative and are not purchases of physical goods.
12.2 Direct donations are therefore generally non-refundable once successfully processed.
12.3 However, we may consider a refund of a direct donation in limited cases such as:
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duplicate donations,
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obvious processing errors,
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incorrect amounts processed due to a technical issue, or
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unauthorised transactions, subject to verification.
12.4 Any approved refund of a direct donation remains subject to payment-gateway rules, fraud-prevention checks, and applicable law.
13. How to Request a Return or Refund
13.1 To request a return, refund, or report a problem with an order, please contact us with:
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your full name,
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order number,
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contact details,
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a description of the issue, and
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photographs where relevant.
13.2 Contact details:
Email: donations@theogrimbeek.co.za
Phone / WhatsApp: +27 71 109 8467
Website: www.theogrimbeek.co.za
14. Our Rights
14.1 We reserve the right to inspect returned goods before approving a refund, replacement, or repair.
14.2 We reserve the right to refuse a return or refund request that falls outside this policy, unless the customer has a legal right to that return or refund.
14.3 We reserve the right to decline abusive, fraudulent, or bad-faith refund claims.
15. Changes to this Policy
15.1 We reserve the right to amend this Returns and Refunds Policy at any time.
15.2 The version published on the website at the time of the order will apply to that order, unless a change is required by law.
For the product page or checkout, I’d also add this short plain-English note:
Please note: Many items in this fundraising store are donated, once-off, or sold in a specifically disclosed condition. Returns for change of mind are generally not accepted, but your applicable rights under South African consumer law remain protected.