1. Introduction
This Refund Policy ("Policy") outlines the terms and conditions under which Champs Group (Pty) Ltd ("Champs Group", "we", "us", or "our") provides refunds for products and services purchased directly from us. By making a purchase from Champs Group, you agree to be bound by this Policy.
Please read this Policy carefully. Our refund process is designed to be fair and transparent while complying with South African consumer protection laws.
2. Eligibility for Refunds
To be eligible for a refund, the following conditions must generally be met:
- Timeframe: Refund requests must be made within 30 days of purchase or delivery, unless otherwise specified for specific products or services.
- Condition: Physical products must be in their original condition, unused, with original packaging and tags attached.
- Proof of Purchase: You must provide a valid proof of purchase (receipt, order number, or transaction reference).
- Compliance: The request must comply with the specific refund requirements for the product or service category.
Note: Some products may have different refund eligibility criteria as specified at the time of purchase. Please review product-specific terms carefully.
3. Non-Refundable Items
Certain products and services are not eligible for refunds unless required by law:
- Gift cards and vouchers
- Downloadable software products and digital content that has been accessed or downloaded
- Personalized or custom-made products
- Perishable goods
- Services that have been fully rendered with your approval
- Products that have been used, damaged, or are not in their original condition
4. Refund Request Process
To request a refund, please follow these steps:
- Contact our customer service team at info@champsafrica.com within the eligible timeframe.
- Provide your order number, contact information, and reason for the refund request.
- For physical products, you may be asked to provide photos of the product or return the item.
- Our team will review your request and respond within 3-5 business days.
- If approved, we will process your refund using the original payment method.
Important: Refunds will be issued to the original payment method. Processing times may vary depending on your financial institution.
5. Processing Time
Once your refund is approved:
- Credit card refunds: 5-10 business days for the refund to appear on your statement
- Bank transfer refunds: 3-7 business days
- Other payment methods: Varies by provider
You will receive a confirmation email once your refund has been processed. Please allow additional time for your bank or credit card company to complete the transaction.
6. Return Shipping
For eligible returns of physical products:
- Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).
- We recommend using a trackable shipping service and purchasing shipping insurance.
- Original shipping fees are non-refundable.
- For returns due to our error, we will provide a prepaid shipping label or arrange for collection.
7. Defective or Damaged Items
If you receive a defective or damaged item:
- Contact us within 7 days of delivery at info@champsafrica.com
- Provide photos of the damaged/defective product and packaging
- We will arrange for return shipping at our expense
- You may choose between a replacement (if available) or a full refund
Note: This does not affect your statutory rights under the Consumer Protection Act.
8. Digital Products & Services
Refunds for digital products and services are handled differently:
- Digital products that have been downloaded, accessed, or consumed are generally not refundable.
- Subscription services may be refunded on a pro-rata basis for unused portions if canceled within the first 14 days.
- If a digital product is defective and cannot be replaced or fixed, a full refund will be provided.
9. Order Cancellations
You may cancel your order under the following conditions:
- Before shipment: Full refund will be provided
- After shipment: Standard refund policy applies once the product is returned
- Custom orders: May not be cancelable once production has begun
To cancel an order, contact us immediately at info@champsafrica.com with your order number.
10. Consumer Rights
This Policy does not affect your statutory rights under the South African Consumer Protection Act (CPA). You may be entitled to:
- Return unsafe or defective goods
- Receive a refund for goods that don't match description or sample
- Cancel advance reservations, bookings or orders
- Return goods and seek redress for unsatisfactory services
Important: The CPA provides additional protections beyond this Policy. For more information, visit the National Consumer Commission website.