1:Overview
At HFAA, we aim to ensure that our customers are satisfied with their purchases. This policy explains the conditions under which orders may be returned, exchanged, or cancelled.
By placing an order on our website, you agree to the terms outlined in this policy.
2:Order Cancellation
Cancellation Before Shipment
Orders may be cancelled before they are processed or shipped.
If you wish to cancel your order, please contact us as soon as possible with your order number.
If the order has not yet been dispatched, a full refund will be issued to the original payment method.
Cancellation After Shipment
If an order has already been shipped, it cannot be cancelled. In this case, you may follow the return process after receiving the product.
Shipping costs may not be refundable.
3:Returns
Defective or Damaged Products
If you receive a product that is:
Defective
Damaged during delivery
Incorrect (different from what you ordered)
Please notify us within 48 hours of delivery.
After inspection, we will offer one of the following solutions:
Repair of the product
Replacement with the same or similar item
Full refund
In accordance with South African consumer protection laws, defective products may be returned within six (6) months of purchase.
Returns for Online Purchases (Cooling-Off Period)
Customers who purchase products online may request a return within 7 days of receiving the goods, provided that:
The product is unused
The product is in its original packaging
All accessories and documentation are included
The product is returned in resalable condition
Customers may be responsible for return shipping costs.
4:Non-Returnable Items
Certain products cannot be returned unless they are defective. These include:
Used or damaged products caused by misuse
Products not returned in original packaging
Customised or special-order products
Clearance or final sale items
5:Return Procedure
To initiate a return:
Contact our support team with your order number and reason for the return.
Our team will provide instructions for returning the item.
Package the product securely and send it to the provided return address.
All returned items will be inspected before a refund or exchange is approved.
6:Refunds
Once your returned item has been received and inspected:
Approved refunds will be processed to the original payment method.
Refund processing may take 5–10 business days, depending on your payment provider.
Shipping charges are generally non-refundable unless the return is due to an error on our part.
7:Exchanges
If you would like to exchange a product for another item, please contact our support team. Exchanges are subject to product availability.
8:Contact Us
For questions about returns or cancellations, please contact us:
Email: info@hfaa.co.za
Website: https://www.hfaa.co.za