Refund policy
RETURNS, REFUNDS & CANCELLATION POLICY
Last Updated: August 2026
This Returns, Refunds & Cancellation Policy applies to purchases made through the YESIDO South Africa website, operated by Oxfame Trading CC.
This Policy is subject to applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
Nothing in this Policy is intended to exclude, restrict or limit any statutory consumer right that cannot lawfully be excluded.
1. CHANGE-OF-MIND RETURNS
1.1
YESIDO South Africa does not accept returns, exchanges or refunds solely because a customer has changed their mind.
This includes, but is not limited to, circumstances where the customer:
- No longer wants or requires the product;
- Ordered the incorrect product, model, color or variation;
- Purchased an incompatible product where compatibility information was reasonably provided;
- Found the product cheaper elsewhere; or
- Decided that the product is no longer suitable for their personal preference.
1.2
Customers are responsible for reviewing product descriptions, specifications, compatibility information and other relevant product information before completing a purchase.
1.3
This section does not exclude or restrict any cancellation or return right that a consumer is legally entitled to under applicable South African law, including any applicable statutory cooling-off right under ECTA.
2. ECTA COOLING-OFF RIGHTS
2.1
Where a consumer has a statutory cooling-off right under ECTA, YESIDO South Africa will honor that right in accordance with the requirements, limitations and exclusions contained in ECTA.
2.2
Where applicable, the statutory cooling-off period for qualifying electronic transactions is seven (7) days after receipt of the goods.
2.3
Where this statutory cooling-off right applies, cancellation is without penalty. The consumer may, however, be responsible for the direct cost of returning the goods, as permitted by ECTA.
2.4
Where a consumer validly exercises an applicable ECTA cooling-off right, any refund legally due will be processed within the period prescribed by ECTA, being within thirty (30) days from the date of cancellation where applicable.
2.5
Certain transactions and goods are excluded from the ECTA cooling-off provisions. Any applicable statutory exclusions will apply.
3. DEFECTIVE, FAILED OR UNSAFE PRODUCTS — 6 MONTHS
3.1
Where applicable under the CPA, a consumer may return goods that are defective, unsafe or fail to meet the required standards of quality within six (6) months after delivery.
3.2
Where the product qualifies for a remedy under the CPA, the consumer may, as provided by law, elect to have the product:
- Repaired;
- Replaced; or
- Refunded.
3.3
A qualifying defective-product return within the statutory period will be handled without penalty and at YESIDO South Africa's risk and expense, as required by applicable law.
3.4
YESIDO South Africa may reasonably inspect and test a returned product to verify the reported fault and determine the nature and cause of the problem.
Such inspection does not restrict any statutory rights available to the consumer.
4. RETURN REQUEST & COURIER COLLECTION
4.1
A customer reporting a defective product must submit a return request to YESIDO South Africa.
The customer may be required to provide:
- Full name;
- Order or invoice number;
- Product name or model;
- Description of the reported problem;
- Photographs of the product; and
- Photographs or video demonstrating the reported fault where reasonably possible.
4.2
Where the reported return qualifies for collection at YESIDO South Africa's expense, YESIDO South Africa will aim to arrange or initiate courier collection within three (3) business days after receiving a complete return request and all information reasonably required to process the request.
4.3
The three (3) business day period begins on the first business day after a complete return request has been received.
4.4
Actual courier collection and transportation times depend on the courier service, customer's location, accessibility and the customer's availability to hand over the parcel.
Courier transit time does not form part of YESIDO South Africa's inspection period.
4.5
The customer must ensure that the returned product is appropriately and securely packaged for transportation and includes all relevant components reasonably required for assessment.
5. INSPECTION & ASSESSMENT — UP TO 7 BUSINESS DAYS
5.1
Once the returned product has been physically received by YESIDO South Africa, the product may be inspected and tested to verify the reported defect.
5.2
YESIDO South Africa will aim to complete the inspection and assessment within seven (7) business days.
5.3
The seven (7) business day inspection period does not begin when the customer submits the return request or when the courier collects the parcel.
The inspection period begins on the first business day after the returned product has been physically received by YESIDO South Africa.
5.4
Where additional or specialized technical assessment is reasonably necessary, the customer will be informed of the expected delay.
5.5
These timeframes represent YESIDO South Africa's internal processing periods and do not override any mandatory rights or time periods prescribed by applicable South African law.
6. PRODUCTS FOUND NOT TO BE DEFECTIVE
6.1
Where a customer reports a product as defective and YESIDO South Africa arranges and initially bears the cost of courier collection, the product will be inspected and, where necessary, tested.
6.2
If the product is confirmed to be defective and qualifies for a statutory remedy, YESIDO South Africa will bear the applicable transportation costs as required by law.
6.3
If reasonable inspection and testing establishes that no defect exists, or that the reported problem resulted from circumstances for which YESIDO South Africa is not legally responsible, the customer may be required to reimburse YESIDO South Africa for the reasonable courier or collection costs incurred, to the extent permitted by applicable law.
The customer may also be responsible for the reasonable courier cost of returning the product to them.
6.4
Where applicable, the customer will be informed of the assessment outcome and any applicable charges before the product is returned.
7. DAMAGE OR CONDITIONS NOT COVERED AS A PRODUCT DEFECT
Subject to applicable South African law, a product will not ordinarily qualify for a defective-product remedy where the problem or damage was caused after delivery by:
- Misuse or abuse;
- Accidental or physical damage;
- Liquid or moisture damage;
- Negligence;
- Incorrect installation;
- Improper storage;
- Unauthorized repairs, alterations or modifications;
- Damage caused by incompatible equipment or accessories;
- Power surges or inappropriate electrical supply;
- Failure to follow operating, charging or safety instructions;
- Normal wear and tear; or
- Damage caused by the customer or another third party.
Where inspection establishes that the problem resulted from circumstances not covered by an applicable statutory or manufacturer's warranty, YESIDO South Africa may decline the claim to the extent permitted by applicable law.
8. APPROVED REFUNDS — WITHIN 7 BUSINESS DAYS
8.1
Where a refund is approved or determined to be due following assessment, YESIDO South Africa will process the refund within seven (7) business days after completion of the assessment and approval of the refund.
8.2
Where reasonably possible, the refund will be made using the original payment method used for the purchase.
8.3
Once YESIDO South Africa has processed the refund, additional time may be required for the funds to reflect in the customer's account depending on the customer's bank, card issuer or payment service provider.
8.4
Where applicable South African law prescribes a different mandatory refund period, that statutory requirement will take precedence over YESIDO South Africa's internal refund-processing period.
9. REPAIRED PRODUCTS — 3 MONTHS
9.1
Where a product is repaired in terms of the CPA and, within three (3) months after that repair, the original failure, defect or unsafe feature has not been remedied, or a further failure, defect or unsafe feature is discovered, the remedies prescribed by applicable law will apply.
9.2
Where required by the CPA, YESIDO South Africa will provide the applicable replacement or refund remedy.
10. INCORRECT PRODUCTS SUPPLIED
10.1
If YESIDO South Africa supplies a product different from the product ordered, the customer should notify YESIDO South Africa as soon as reasonably possible.
10.2
Once the error has been verified, YESIDO South Africa will arrange the appropriate remedy in accordance with applicable South African law.
10.3
Where the incorrect product was supplied as a result of an error by YESIDO South Africa, applicable return or collection costs will be borne by YESIDO South Africa where required by law.
11. PRODUCTS DAMAGED DURING DELIVERY — REPORT WITHIN 24 HOURS OF RECEIPT
11.1
Customers are requested to inspect the product immediately upon receipt, or as soon as reasonably possible thereafter, for any visible physical damage that may have occurred during transportation.
11.2
Any visible physical damage to the product itself that is believed to have occurred during transportation should be reported to YESIDO South Africa within twenty-four (24) hours after the customer receives the order.
11.3
When reporting delivery damage, the customer should provide:
- Order or invoice number;
- Clear photographs of the damaged product;
- Photographs showing the condition of the parcel and packaging, where reasonably available; and
- A clear description of the damage.
11.4
Damage to the outer courier packaging, shipping carton or product packaging alone will not be regarded as damage to the product, provided that the product itself is undamaged and otherwise conforms to the order.
11.5
A customer who discovers visible physical damage should not use, install, modify or continue using the damaged product beyond what is reasonably necessary to inspect it.
11.6
YESIDO South Africa may request additional photographs, videos or information and may arrange collection of the product where reasonably necessary to investigate and verify the claim.
11.7
Where collection is required, YESIDO South Africa will aim to arrange or initiate courier collection within three (3) business days after receiving the complete claim and all information reasonably required to process it.
11.8
Once the returned product has been physically received by YESIDO South Africa, the inspection and assessment will aim to be completed within seven (7) business days, commencing on the first business day after receipt.
11.9
Where the product is verified as having been damaged during delivery and YESIDO South Africa is responsible under applicable South African law, YESIDO South Africa will provide the appropriate remedy and bear the applicable collection or return costs as required by law.
11.10
Where a refund is approved or legally due following assessment, YESIDO South Africa will process the refund within seven (7) business days after completion of the assessment and approval of the refund, subject to any different mandatory period prescribed by applicable law.
11.11
The 24-hour notification period is intended to assist YESIDO South Africa in determining whether physical damage occurred during transportation. It does not exclude, restrict or reduce any statutory rights that cannot lawfully be excluded under applicable South African law.
12. ELECTRONIC PRODUCTS & PERSONAL DATA
12.1
Before returning any electronic product capable of storing personal information, customers should remove all personal information, accounts, passwords, photographs, files and other data and, where applicable, restore the product to its factory settings.
12.2
Customers should remove SIM cards, memory cards and other personal storage devices that were not originally supplied with the product.
12.3
To the extent permitted by applicable law, YESIDO South Africa will not be responsible for personal information or data left on a returned product.
13. ORDER CANCELLATIONS BEFORE DISPATCH
13.1
Customers wishing to cancel an order before dispatch should contact YESIDO South Africa as soon as possible.
13.2
Where an order has not yet been processed or dispatched, YESIDO South Africa will endeavor to cancel the order and process any applicable refund.
13.3
Where an order has already been dispatched, any cancellation or return will be subject to this Policy and applicable South African law.
14. WHOLESALE, RESELLER & BUSINESS-TO-BUSINESS ORDERS
14.1
Wholesale, reseller, bulk and other business-to-business transactions may be subject to separate commercial terms and conditions.
14.2
Unless otherwise agreed in writing or required by applicable law, YESIDO South Africa does not accept returns of wholesale, reseller or bulk stock merely because:
- The purchaser ordered too much stock;
- The purchaser ordered the incorrect product, model, variation or quantity;
- The stock is slow-moving;
- The purchaser is unable to resell the stock;
- The purchaser's customer no longer wants the product; or
- The purchaser's requirements subsequently changed.
14.3
Defective or incorrectly supplied wholesale products will be dealt with in accordance with applicable contractual terms and South African law.
14.4
Nothing in this section excludes statutory rights that legally apply to a particular business customer or transaction.
15. MANUFACTURER'S WARRANTY
15.1
Certain products may carry an additional manufacturer's warranty.
15.2
Any manufacturer's warranty applies in addition to and does not replace, restrict or reduce statutory rights available under applicable South African law.
16. FRAUDULENT OR ABUSIVE RETURNS
16.1
YESIDO South Africa reserves the right to reasonably investigate suspected fraudulent or abusive return claims, including:
- Product substitution;
- Tampering;
- False defect claims;
- Deliberate damage;
- Serial number or product mismatches; or
- Other misuse of the returns process.
16.2
YESIDO South Africa may refuse a return where the customer has no statutory or contractual entitlement to that return.
16.3
Nothing in this section permits YESIDO South Africa to refuse a repair, replacement, refund or other remedy to which a customer is legally entitled.
17. CHANGES TO THIS POLICY
17.1
YESIDO South Africa may update this Returns, Refunds & Cancellation Policy from time to time to reflect changes in business operations or applicable South African law.
17.2
Any changes to this Policy will not retrospectively remove statutory rights that have already accrued to a customer.
18. CONTACT US
For returns, refunds, cancellations, delivery damage or warranty enquiries, please contact:
YESIDO South Africa
Operated by Oxfame Trading CC
South Africa
Customers should provide their order or invoice number, product details and reason for contacting YESIDO South Africa so that the request can be processed efficiently.