REFUND, RETURN AND CANCELLATION POLICY

Last updated: 11 July 2026

Thank you for shopping with RevvedUpGarage.

This Refund, Return and Cancellation Policy applies to building block sets, model kits, accessories, replacement parts and other physical products purchased from our online store.

This policy must be read together with our Shipping Policy, Terms of Service and any other applicable store policies.

Nothing in this policy is intended to exclude, restrict or waive any rights available to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law. If any provision of this policy conflicts with a mandatory legal right, the applicable law will take precedence.

1. Delivery period

Our estimated delivery period is 8–15 business days after payment has been successfully received and the order has been confirmed.

Business days exclude Saturdays, Sundays and South African public holidays.

Customers will be informed where reasonably possible if a material delay affects their order.

Delivery may be affected by circumstances outside our reasonable control, including:

• Courier delays

• Severe weather

• Public holidays

• Strikes or service interruptions

• Remote or outlying delivery locations

• Incorrect or incomplete delivery details

• High seasonal order volumes

• Supplier or import delays

Our stated delivery period forms part of the agreement between us and the customer.

If we cannot fulfil an order within the agreed period, the customer may exercise any cancellation or refund rights available under applicable law.

Where applicable under the Electronic Communications and Transactions Act, if we fail to execute the order within the agreed period, the customer may cancel the agreement by giving us seven days’ written notice.

If an ordered product becomes unavailable, we will notify the customer as soon as reasonably possible and process any refund required by law.

2. Risk during delivery

Products remain at our risk until the customer, or a person authorised by the customer, accepts delivery.

Customers should inspect the parcel and products as soon as reasonably possible after delivery.

Visible damage to the outer courier packaging should, where possible, be photographed before the parcel is opened.

3. Online cooling-off right

Where section 44 of the Electronic Communications and Transactions Act applies, a customer may cancel a qualifying online purchase:

• Without providing a reason

• Without a cancellation penalty

• Within seven days after receiving the goods

The customer must notify us of the cancellation in writing or through another recorded communication method within the seven-day period.

The customer is responsible only for the direct cost of returning goods under this statutory cooling-off right.

Once a customer has validly exercised this right, we will provide the full refund required by law within 30 days after the date of cancellation.

Some transactions are legally excluded from the statutory cooling-off right. These may include, among others:

• Goods made to the customer’s specifications

• Clearly personalised products

• Goods that, by their nature, cannot be returned

• Goods likely to deteriorate or expire rapidly

• Certain other transactions excluded by applicable law

A normal, non-personalised building block set will not automatically fall within these exclusions merely because it was purchased online.

4. Condition of cooling-off returns

Customers exercising a statutory cooling-off right must take reasonable care of the products while they are in their possession.

We request that the product be returned with:

• The original product box

• All building blocks and components

• Component bags and internal packaging

• Instruction manuals

• Stickers and decals

• Accessories

• Inserts

• Promotional or free items supplied with the order

The absence of the original packaging will not automatically remove a mandatory statutory right.

However, the customer may be responsible, where permitted by law, for loss or damage caused by unreasonable use, careless handling, missing contents or inadequate return packaging.

Customers should not assemble or continue using a product after deciding to cancel the purchase.

5. Our additional voluntary change-of-mind policy

In addition to any rights provided by law, we may accept a voluntary change-of-mind return where the customer contacts us within seven days after delivery.

This additional voluntary policy applies only where the product:

• Is unused

• Has not been assembled or partially assembled

• Is complete

• Is in a clean and resalable condition

• Has all component bags unopened

• Contains all blocks, manuals, stickers, accessories and inserts

• Is returned in its original product box and original internal packaging

• Includes any promotional or free items supplied with the order

• Is accompanied by proof of purchase or a valid order number

Because this is an additional store benefit rather than a replacement for statutory rights, we may refuse a voluntary change-of-mind return that does not meet these conditions.

The original packaging requirement in this section applies to voluntary change-of-mind returns. It does not override rights concerning defective, unsafe, incorrect, incomplete or materially misdescribed products.

The customer is responsible for the direct return courier cost for a voluntary change-of-mind return.

6. Protecting the original product box

The original product box forms part of the returned product and must be protected.

Customers must not:

• Attach courier labels directly to the product box

• Write on the product box

• Apply tape directly to the product box

• Use the product box as the outer courier container

The product box should be placed inside suitable protective courier packaging.

Where permitted by law, a voluntary return may be refused if the original box is materially damaged, marked or cannot reasonably be resold.

7. Defective, unsafe or poor-quality products

Our products are subject to the implied warranty of quality under the Consumer Protection Act.

Customers have the right to receive goods that are:

• Reasonably suitable for their usual purpose

• Of good quality

• In good working order

• Free from defects

• Usable and durable for a reasonable period

• Compliant with applicable legal standards

If a product fails to meet these requirements within six months after delivery, the customer may return it:

• Without penalty

• At our risk

• At our expense

Subject to the Consumer Protection Act, the customer may direct us to:

• Repair the product;

• Replace the product; or

• Refund the price paid for the product.

The choice between repair, replacement and refund belongs to the customer where section 56 of the Consumer Protection Act applies.

We will not force a customer to accept store credit instead of a refund where the customer is legally entitled to a monetary refund.

8. Defects caused after delivery

The statutory warranty may not apply where the problem was caused by:

• Misuse or abuse

• Incorrect assembly contrary to the instructions

• Deliberate damage

• Unauthorised modification

• Normal wear and tear

• Loss of pieces after delivery

• Damage caused by the customer or another person

• Failure to follow applicable care, assembly or safety instructions

• Alteration of the product contrary to the manufacturer’s or supplier’s instructions

We may inspect the product to determine the nature and cause of the reported problem.

An inspection will not be used to unfairly delay or deny a valid consumer claim.

9. Original packaging and defective goods

Original packaging is not an absolute requirement for a valid claim involving defective, failed, unsafe, incorrect or materially misdescribed goods.

Customers should nevertheless retain and return the original packaging where reasonably possible because it:

• Helps protect the product during transport

• Assists us in identifying the product

• Helps with supplier or courier investigations

• May contain relevant product codes and information

A legitimate statutory claim will not be rejected solely because the original packaging is unavailable.

10. Repairs under the Consumer Protection Act

Where a customer chooses a repair and the same defect is not remedied, or another failure, defect or unsafe feature appears within three months after the repair, the customer may be entitled to:

• A replacement; or

• A refund of the price paid.

We will handle repaired-product claims in accordance with the Consumer Protection Act.

11. Products damaged during delivery

If a product arrives visibly damaged, the customer should contact us as soon as reasonably possible.

The customer should provide:

• The order number

• A description of the damage

• Photographs of the outer courier packaging

• Photographs of the product box

• Photographs or video of the damaged product or pieces

• A photograph of the courier label

Customers should retain all packaging until the matter has been resolved.

Where the product was damaged before the customer accepted delivery, or during delivery while the product remained at our risk, we will provide the remedy required by applicable law.

12. Incorrect products

If we deliver a product that is materially different from the product ordered, the customer should contact us as soon as reasonably possible.

We will arrange collection or return of the incorrect product at our cost and provide an appropriate replacement or refund.

The customer should not assemble or use an incorrect product after becoming aware that the wrong product was supplied.

13. Missing building blocks or components

Customers should compare the contents of the set with the instruction manual or parts list before or during assembly.

If components appear to be missing, the customer should provide:

• The order number

• The product name

• The relevant part number, where available

• The colour and quantity of the missing pieces

• A photograph of the relevant instruction page or parts list

• Photographs of the received contents where reasonably possible

We may offer to send replacement pieces as a convenient resolution.

Where the missing components amount to a defect or make the product incomplete, the customer retains any remedy available under applicable law and is not required to accept replacement pieces instead of another remedy to which the customer is legally entitled.

Claims for pieces that were present on delivery but were later lost by the customer are not treated as product defects. Replacement pieces may be offered at the customer’s cost, subject to availability.

14. Products that cannot be returned under our voluntary policy

Unless required by law, our additional voluntary change-of-mind policy does not apply to:

• Fully or partially assembled sets

• Sets with opened component bags

• Incomplete products

• Products with missing pieces

• Used products

• Products damaged after delivery

• Products without their original packaging

• Personalised or specially ordered products

• Products altered or modified by the customer

• Clearance or final-sale products clearly identified as such before purchase

• Gift cards

• Digital products

These exclusions do not remove any mandatory rights relating to defective, unsafe, incorrect, incomplete or misdescribed goods.

15. How to request a return

Before sending a product back, the customer should contact us and provide:

• Full name

• Order number

• Product name

• Reason for the return

• Date on which the product was delivered

• Preferred remedy, where applicable

• Photographs or video where relevant

• Confirmation of whether the original packaging is available

We will provide the appropriate return instructions and return address.

Customers should not send returns to an address shown on a courier label without first obtaining the correct return instructions.

Our request for prior contact does not remove a statutory right. It helps us identify, receive and process the return correctly.

16. Return courier arrangements

For a change-of-mind or statutory cooling-off return, the customer is responsible for the direct cost of returning the goods, unless applicable law requires otherwise.

For confirmed defective, unsafe, damaged, incorrect, incomplete or materially misdescribed goods, we will bear reasonable return or collection costs where required by law.

Customers arranging their own return courier should:

• Use a reputable trackable courier service

• Package the product securely

• Retain the tracking number

• Retain proof of collection

• Retain proof of the courier cost

We are not responsible for unnecessary damage caused by a customer’s failure to package a voluntary return with reasonable care.

17. Return inspection

Returned products may be inspected to confirm:

• The identity of the product

• The reported defect or issue

• Whether all pieces and accessories are present

• Whether the product has been assembled or used

• The condition of the product and packaging

• Whether any damage occurred after delivery

• Whether the return falls under a statutory right or our additional voluntary policy

We will communicate the outcome within a reasonable period.

An inspection does not allow us to override the customer’s statutory choice of remedy where the Consumer Protection Act applies.

18. Refund method

Approved refunds will normally be issued using the original payment method.

Where this is not technically possible, we will agree on a lawful alternative with the customer.

We may ask the customer to provide reasonable information needed to identify and process the payment.

We will not require a customer who is legally entitled to a refund to accept:

• Store credit

• A voucher

• A replacement

• Another product

unless the customer freely agrees to that alternative.

19. Refund processing periods

For cancellations under the Electronic Communications and Transactions Act’s seven-day cooling-off right, the refund will be processed within the legally required period, which is currently no later than 30 days after cancellation.

For other approved refunds, we aim to initiate the refund within 5–10 business days after:

• Receiving and identifying the returned product;

• Completing any reasonable inspection; and

• Confirming that the refund has been approved.

Payment providers and banks may require additional time to reflect the refund after it has been initiated.

Nothing in this section extends a shorter refund period required by applicable law.

20. Original delivery charges

Where the customer exercises a qualifying statutory online cooling-off right, the refund will be handled in accordance with the Electronic Communications and Transactions Act.

For a voluntary change-of-mind return that does not arise from a statutory right:

• The original delivery fee may be non-refundable where permitted by law; and

• The customer is responsible for the return delivery cost.

Where the return results from our error, a defective product or another circumstance for which we are legally responsible, we will handle reasonable delivery and return costs in accordance with applicable law.

21. Exchanges

Exchanges are subject to stock availability.

Where an exchange is not required by law and is accepted under our voluntary policy:

• The returned product must satisfy the applicable return conditions

• The customer may be responsible for return and redelivery costs

• Any price difference must be paid before dispatch

• Any refund difference will be processed after approval

Where the replacement product is unavailable, the customer may choose another remedy available under applicable law.

22. Order cancellations before dispatch

A customer may ask to cancel an order before dispatch.

We will make reasonable efforts to stop the order, but cancellation is not guaranteed once fulfilment or courier collection has begun.

Where the cancellation is accepted before dispatch, we will refund the amount paid, subject to any lawful and reasonable charge that may apply to a special order.

No unreasonable cancellation fee will be imposed.

If the order has already been dispatched, the customer may exercise any applicable return or cancellation rights after delivery.

23. Special-order and personalised products

Products made to a customer’s specifications or clearly personalised may be excluded from the ordinary online cooling-off right where permitted by law.

Before accepting a special order, we will identify that the product is:

• Custom-made;

• Personalised; or

• Specially ordered for the customer.

Special-order products remain subject to applicable rights relating to defects, safety, quality and conformity with the agreed specifications.

24. Failed, refused or undeliverable orders

Customers are responsible for providing complete and accurate delivery information.

Where delivery fails because:

• The address supplied was incorrect or incomplete

• The customer or recipient was unavailable

• The courier could not gain reasonable access

• The customer refused a correct and undamaged order without exercising a valid cancellation right

• The customer could not be contacted

the customer may be responsible for reasonable additional delivery, return or redelivery costs where permitted by law.

If the parcel is returned to us, we will contact the customer and handle any refund or redelivery in accordance with the circumstances and applicable law.

25. Promotional items and bundled products

Where a product is returned for a voluntary refund, any promotional, free or bundled items supplied with it must also be returned.

If a free item is not returned, we may make a reasonable deduction from a voluntary refund where permitted by law and where its value was clearly disclosed.

This will not be used to reduce a refund in a manner that unlawfully limits a statutory remedy for defective goods.

26. Proof of purchase

Customers should provide an order confirmation, invoice, receipt, payment record or order number when requesting a return.

We may also use our own sales records to verify the transaction.

A statutory claim will not automatically be rejected merely because the customer no longer has a printed receipt, provided the purchase can reasonably be verified through other reliable evidence.

27. Abuse and fraudulent claims

We reserve the right to investigate suspected fraud, deliberate damage, false claims, return substitution or abuse of this policy.

This may include comparing serial numbers, product codes, photographs, parcel weights and order records.

This provision will not be used to obstruct or unfairly delay a genuine consumer claim.

28. Limitation of this policy

This policy does not:

• Exclude liability that cannot lawfully be excluded

• Remove the implied warranty of quality

• Prevent a customer from exercising a statutory remedy

• Limit rights relating to unsafe or defective goods

• Require original packaging where the law does not permit such a requirement

• Replace any more favourable express product or manufacturer warranty

29. Complaints and dispute resolution

Customers should first contact us so that we can attempt to resolve the complaint directly.

If a complaint cannot be resolved, the customer may approach an appropriate consumer-protection body, including where applicable:

• The Consumer Goods and Services Ombud

• The National Consumer Commission

• A provincial consumer affairs office

• The National Consumer Tribunal

• A court or another authorised dispute-resolution body

Nothing in this policy prevents a customer from using a remedy available under applicable law.

30. Contact details

Return requests, cancellation notices and refund enquiries should be sent to:

Business name: RevvedUpGarage
Legal owner or registered entity: RevvedUpGarage
Email address: revvedupsouth@gmail.com
Telephone or WhatsApp: [Insert contact number]
Return address: Provided after the return request has been registered

Please include the relevant order number in all correspondence.