Refund & Return Policy

Thank you for shopping with Csutra.co.za (“we”, “us”, “our”). We want you to be happy with every purchase you make. Please read this Refund & Return Policy carefully to understand your rights and our obligations regarding returns, refunds, and exchanges.

1. Policy Overview

This policy sets out:

  • When and how goods sold on Csutra.co.za may be returned,
  • How refunds are processed,
  • Any exceptions or special conditions that apply.

This policy is governed by South African consumer protection legislation, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

2. General Return & Refund Rights

2.1 Consumer Protection Act Rights

Under South African law:

  • Under South African law, certain returns are governed by the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). Additional change-of-mind returns are offered under our store policy below.
  • You may return defective, unsafe, or incorrectly described products and receive a refund or replacement.

2.2 Cooling-Off / E-Commerce Right

For online purchases covered by the ECT Act, you may cancel a purchase for any reason within 7 days from the date you receive the goods. You must return the product and are usually responsible for return costs.

3. Returns for Change of Mind (Our Store Policy) Returns for Change of Mind (Our Store Policy)

We offer a [30-day] change-of-mind return period from the date of delivery on eligible items if:

  • The item is unused, in original condition and packaging.
  • You provide proof of purchase.

Please note: The cost of returning items for change of mind is the responsibility of the customer unless otherwise stated.

4. Defective, Damaged, Incorrect or Unfit Products

If a product is defective, unsafe, or not as described, you are entitled to a refund, repair, or replacement in accordance with the South African Consumer Protection Act (CPA).

There is no fixed reporting window for CPA-covered defects. Customers are encouraged to notify us as soon as reasonably possible after discovering the issue.

Proof of purchase is required.

5. How to Return Items

To return an item, please follow these steps:

  • Contact Customer Support at info@csutra.co.za
  • Include your order number, reason for return, and photos if applicable.
  • Await return authorisation and instructions.
  • Pack the item safely, including all accessories, tags, and original packaging.
  • Ship the item back to us at your cost (unless the return is due to our error or a legal right under CPA/ECTA applies).

6. Refund Processing

Approved refunds will be issued to the original payment method within 10 business days after the returned item has been received and inspected.

If the original payment method is no longer available, we will contact you to arrange a suitable alternative refund method.

We do not issue refunds exclusively as store credit unless requested by the customer.

7. Exceptions & Non-Returnable Items

Some items may not be eligible for change-of-mind returns, including:

  • Perishable goods or hygiene-sensitive products once opened,
  • Customized or personalized items,
  • Digital products where access has been granted.

For defects or quality issues, statutory rights still apply.

8. Your Legal Rights

This policy does not affect your legal rights under the CPA or ECTA. You may still be entitled to return goods and receive a refund or replacement where the law requires it.

9. Policy Updates

We may update this policy from time to time.

If a product is defective, unsafe, or not as described, you are entitled to a refund, repair, or replacement in accordance with the South African Consumer Protection Act (CPA).
There is no fixed reporting window for CPA-covered defects. Customers are encouraged to notify us as soon as reasonably possible after discovering the issue.
Proof of purchase is required.
Approved refunds will be issued to the original payment method within 10 business days after the returned item has been received and inspected.
If the original payment method is no longer available, we will contact you to arrange a suitable alternative refund method.
We do not issue refunds exclusively as store credit unless requested by the customer.
Under South African law, certain returns are governed by the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). Additional change-of-mind returns are offered under our store policy below.