Returns Policy

1. Our Goods

We supply physical goods.

2. Read instructions

Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use and care for our goods. Please also read our website at or for tips on using and caring for our goods.

3. Our returns and refunds procedure

You must use our returns and refunds procedure for returning goods, or else we may refuse to accept them. You can return unwanted goods, provided:

3.1 Goods condition

The goods are undamaged and unused.

3.2 30 days return period

You log a return or refund claim by emailing [email protected] within 30 days of delivery to you of the unwanted or unsuitable goods. After 30 days, you can only return a product if it is defective.

3.3 Return details

You must log the return or refund claim with the necessary details to enable us to fulfill the return including your contact details, all details of the goods that you want to return, including how and why you believe the goods are defective if returning defective goods.

3.4 Return number

Customer services should contact you with a return or refund claim number within one business day of receipt, otherwise you must contact them to get the number.

3.5 No claim

Our customer services department may tell you that they do not believe you have a claim, for example because the 30 day return period has lapsed or the warranty period of the goods has expired. In this case we may refuse to repair or replace goods or refuse to pay a refund.

3.6 Original packaging

Any return of goods must include all accessories and instructions, and all original packaging that is still available. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

3.7 Notification of received return.

Once we have received the package, we will notify you that we have received the goods. Please allow 10 working days from the date on which we collected the package for it to reach us. If we have not notified you within 10 working days, please contact us.

3.8 Defective goods

If you claim that our goods are defective, our staff will examine the goods for defects. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
3.9 Options if goods defective

If you returned the goods within the six month warranty period and our staff report that the goods were defective then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the South African Consumer Protection Act 68 of 2008 (the CPA)) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).

3.10 Repair or replace

If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

3.11 Refund

If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange for the refund (minus the direct costs that we incur relating to the return of the goods) via the same payment method you used when placing the original order.

3.12 COSTS

For orders shipped to customers outside of South Africa, the consumer would have to cover the costs of the returns to our offices in Cape Town, South Africa. This cost will not be refunded by Chalk & Jagger. We recommend that you obtain a proof of postage as we can’t be held responsible for your return not received by us.

4. Warranty

4.1 Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects. We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods.

4.2 Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

4.3 Compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six month warranty. Returns must follow our returns procedure above.

4.4 Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

4.5 Inspection of defective goods

We train our staff to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our staff will give reasons if they refuse to accept that we supplied defective goods but will only do this if they honestly believe the goods have been misused.

5. Statutory right to return unsuitable goods

5.1 Incorrect goods

Our customer that is also a consumer under the CPA may return goods within ten days of delivery if they could not examine them before delivery and then discover that the goods are not what they ordered or expected.

5.2 Returns of unsuitable goods

A consumer must return unsuitable goods according to our returns and refunds procedure above.

5.3 Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

6. Procedure for returns to other suppliers

Customers of other suppliers (such as major retail chains) must return defective or unsuitable goods directly to that supplier. Customers must use the correct returns procedure. Please contact the customer services department of the relevant supplier for details of their return’s procedures.

7. Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It may be fraud to damage goods deliberately to claim a refund.

8. Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging.

9. Our customer services department contact details

Our customers can contact our service department as follows:

  • Telephone number: +27 66 142 0584
  • Email address: [email protected]
  • Postal address: PO Box 51989, Waterfront, Cape Town, 8002, South Africa
  • Street address: Lifestyle on Kloof, 50 Kloof Street, Gardens, Cape Town, 8001
  • Office hours: 09h00 to 16h00 GMT +2

10. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

11. Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

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