RETURNS & REFUND POLICY

Last Updated: 28 July 2026

At Box Store, we want our customers to be satisfied with their purchases. This Returns & Refund Policy explains the circumstances under which products may be returned, exchanged, repaired, or refunded.

This policy applies to purchases made through the Box Store website and any other applicable sales channels.

Nothing in this policy is intended to limit or exclude any rights that customers may have under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable South African law.

1. GENERAL RETURNS

1.1 Customers may request to return products where permitted under applicable South African law and the Consumer Protection Act.

1.2 All return requests must be submitted to Box Store as soon as reasonably possible after the customer becomes aware of the reason for the return.

1.3 Customers should provide the following information when requesting a return:

• Customer name;
• Order number or proof of purchase;
• Product details;
• Reason for the return;
• Photographs of the product, where applicable; and
• Any other information reasonably required to process the return.

1.4 Box Store will review the return request and advise the customer of the next steps.

2. DEFECTIVE OR DAMAGED PRODUCTS

2.1 If a product purchased from Box Store is defective, damaged, or does not meet the required legal standards, the customer should contact us as soon as reasonably possible.

2.2 Customers may be requested to provide photographs or other evidence of the damage or defect to assist Box Store with its investigation.

2.3 Where Box Store is responsible for supplying a defective or damaged product, the customer will be provided with an appropriate remedy in accordance with applicable South African law.

2.4 Depending on the circumstances and applicable law, the remedy may include:

• Repair;
• Replacement; or
• Refund.

2.5 Customers should not dispose of or intentionally damage a product that is the subject of a return request unless instructed to do so by Box Store.

3. INCORRECT PRODUCTS

3.1 If Box Store sends you a product that is different from the product you ordered, please contact us as soon as reasonably possible.

3.2 Box Store may arrange for the incorrect product to be returned and, where appropriate, provide the correct product.

3.3 Where the incorrect product was supplied due to an error by Box Store, Box Store will cover reasonable costs associated with correcting the error, subject to applicable law.

4. PRODUCTS DAMAGED AFTER DELIVERY

4.1 Customers are responsible for taking reasonable care of products after delivery.

4.2 Box Store may not be responsible for damage caused after delivery as a result of:

• Incorrect use;
• Improper storage;
• Improper handling;
• Overloading of boxes;
• Incorrect assembly;
• Exposure to water or excessive moisture;
• Exposure to extreme weather conditions;
• Normal wear and tear; or
• Any other misuse of the product.

4.3 This section does not limit any rights a customer may have under applicable consumer protection legislation.

5. CHANGE-OF-MIND RETURNS

5.1 Where a customer wishes to return a product because they have changed their mind, the return will be subject to the applicable provisions of South African law.

5.2 Where a change-of-mind return is permitted, the product may be required to be:

• Unused;
• In its original condition;
• In suitable original packaging, where applicable; and
• Suitable for resale.

5.3 Certain products may not qualify for a change-of-mind return where permitted by law.

5.4 Any applicable return shipping or collection costs for change-of-mind returns may be the responsibility of the customer, subject to applicable law.

6. BULK ORDERS

6.1 Customers purchasing large quantities of moving boxes or packaging materials should carefully confirm their required quantities before placing an order.

6.2 Bulk orders may be subject to specific quotation or order terms agreed with the customer.

6.3 Where a bulk order is specially sourced, specially ordered, customised, or manufactured to the customer’s requirements, different return conditions may apply, subject to applicable law.

7. CUSTOM OR SPECIAL ORDERS

7.1 Products that are customised, personalised, specially manufactured, or specially ordered for a customer may be subject to specific return conditions.

7.2 Where permitted by law, Box Store may not accept the return of customised or specially ordered products solely because the customer has changed their mind.

7.3 This does not affect any rights the customer may have where the product is defective, incorrectly supplied, or otherwise does not comply with applicable consumer protection legislation.

8. RETURN PROCESS

8.1 Customers must contact Box Store before returning any product.

8.2 Products should not be returned without prior authorisation or instructions from Box Store.

8.3 Once a return request has been approved, Box Store will provide instructions regarding the return or collection of the product.

8.4 Depending on the circumstances, customers may be required to:

• Return the product to Box Store;
• Arrange delivery of the product to Box Store; or
• Make the product available for collection.

8.5 Customers should retain proof of return or collection until the return has been fully processed.

9. RETURN SHIPPING COSTS

9.1 Where a return is required because Box Store supplied a defective, damaged, or incorrect product, Box Store will handle reasonable return or collection arrangements in accordance with applicable law.

9.2 Where a return is requested for reasons unrelated to a defect, damage, or error by Box Store, the customer may be responsible for return delivery or collection costs, where permitted by law.

9.3 Any return shipping costs will be communicated to the customer where applicable.

10. REFUNDS

10.1 Where a refund is approved, Box Store will process the refund in accordance with applicable South African law.

10.2 Refunds will generally be made using the original payment method where reasonably possible.

10.3 The time it takes for a refund to reflect in a customer’s account may depend on the customer’s bank or payment service provider.

10.4 Box Store is not responsible for delays caused by banks, payment processors, or other third-party financial service providers.

10.5 Where applicable, the refund amount may include the original product purchase price and any delivery costs that Box Store is legally required to refund.

11. EXCHANGES

11.1 Where applicable, Box Store may offer an exchange for an alternative product.

11.2 Exchanges are subject to product availability.

11.3 If the replacement product has a higher price, the customer may be required to pay the difference.

11.4 If the replacement product has a lower price, the difference may be refunded or credited, subject to the circumstances and applicable law.

11.5 Where a product is defective or incorrectly supplied, the customer’s statutory rights will apply.

12. PRODUCTS THAT CANNOT BE RETURNED

Subject to applicable South African law, certain products may not be eligible for return where they:

• Have been used or assembled;
• Have been damaged by the customer;
• Have been altered or modified;
• Were specially manufactured or customised for the customer;
• Were specially ordered for the customer;
• Are no longer in a condition suitable for resale due to the customer’s actions; or
• Are otherwise excluded from return under applicable law.

This section does not exclude any mandatory consumer rights.

13. REFUNDS FOR CANCELLED ORDERS

13.1 If Box Store cancels an order after payment has been received, the customer will be refunded any amount that is legally required to be refunded.

13.2 If a customer wishes to cancel an order, the customer should contact Box Store as soon as possible.

13.3 Cancellation requests made after an order has been processed, packed, or dispatched may be subject to additional conditions and applicable return procedures.

14. PROMOTIONAL ITEMS AND DISCOUNTS

14.1 Products purchased as part of a promotion, discount, bundle, or special offer may be subject to specific return conditions.

14.2 Where a refund is granted for part of a bundled or promotional purchase, Box Store may take into account the promotional pricing and any products that were required to qualify for the promotion, subject to applicable law.

15. CONSUMER RIGHTS

15.1 Nothing in this Returns & Refund Policy is intended to remove, restrict, or limit any rights available to consumers under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.

15.2 Where this policy conflicts with a mandatory provision of applicable law, the applicable legal provision will take precedence.

15.3 Box Store reserves all rights available to it under applicable law.

16. CONTACT US

To request a return, exchange, or refund, please contact Box Store using the details below:

Business Name: Box Store
Physical Address: [Insert Physical Address]
Email: [Insert Email Address]
Telephone: [Insert Telephone Number]
Website: [Insert Website Address]

Business Hours: [Insert Business Hours]

When contacting us regarding a return or refund, please include your order number, proof of purchase, and a description of the reason for your request.

By purchasing products from Box Store, you acknowledge that you have read and understood this Returns & Refund Policy.