Refund policy

RETURNS, REFUNDS & EXCHANGES POLICY

ADL-MW Trading (Pty) Ltd

This Returns, Refunds & Exchanges Policy applies to online stores operated by ADL-MW Trading (Pty) Ltd, including its respective trading names and online storefronts.

We want customers to be satisfied with their purchases while ensuring that returns, refunds and exchanges are handled fairly, consistently and in accordance with applicable South African consumer legislation.

By placing an order through one of our online stores, you acknowledge this policy, subject always to any rights that cannot lawfully be excluded or limited.

1. CHANGE-OF-MIND RETURNS

Except where otherwise required by applicable law, we do not automatically provide refunds merely because a customer has changed their mind, ordered the incorrect item, selected the incorrect size, colour, flavour, model or variation, found the item cheaper elsewhere, or no longer wants the product.

Where we elect to accept a voluntary change-of-mind return, the request must be submitted within 7 days of delivery.

To qualify, the product must:

• Be unused and in resalable condition;
• Be unopened where the product is sealed;
• Be returned in its original packaging;
• Have all original labels, seals and protective packaging intact;
• Include all accessories, manuals, parts and promotional items supplied with it; and
• Show no signs of use, wear, damage, alteration or improper handling.

Approval of voluntary returns remains subject to inspection and applicable law.

2. RETURN SHIPPING COSTS

Where a return results solely from the customer changing their mind, ordering incorrectly or selecting an incorrect product or variation, the customer will be responsible for the cost and risk of returning the product to us, except where applicable law provides otherwise.

Original delivery charges are generally non-refundable for voluntary/change-of-mind returns, except where required by law.

We recommend using a tracked courier service.

ADL-MW Trading (Pty) Ltd cannot accept responsibility for customer-arranged return parcels that are lost or damaged before being received by us.

3. INCORRECT DELIVERY DETAILS

Customers are responsible for ensuring that their delivery address, contact number, email address and other order information are correct before completing checkout.

If an order is returned to us because:

• An incorrect or incomplete address was supplied;
• The courier was unable to reach the customer;
• Delivery was repeatedly unsuccessful;
• The customer refused delivery without a legally valid reason; or
• The parcel was not collected where collection was required,

the customer may be responsible for reasonable additional courier or redelivery charges, subject to applicable law.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is damaged, defective, unsafe, materially different from what was ordered, or otherwise does not comply with applicable consumer-law requirements, please contact us as soon as reasonably possible.

Where possible, please provide:

• Your order number;
• A description of the problem;
• Clear photographs of the product;
• Photographs of the packaging;
• Photographs of the courier label where applicable; and
• Video evidence where this reasonably assists in demonstrating a functional defect.

Requests involving defective or unsafe goods will be handled in accordance with applicable South African consumer legislation, including any mandatory rights relating to repair, replacement or refund.

Nothing in this policy limits a customer's statutory rights.

5. DAMAGE CAUSED AFTER DELIVERY

A product will generally not qualify as defective where the problem resulted from circumstances occurring after delivery, including:

• Accidental damage;
• Misuse or abuse;
• Failure to follow instructions;
• Incorrect assembly;
• Improper storage;
• Normal wear and tear;
• Unauthorised repairs or modifications;
• Negligence;
• Damage caused by water, heat, electricity or other external factors where the product was not designed for such exposure; or
• Use of the product for a purpose for which it was not designed.

This does not affect any rights the customer may have under applicable law.

6. PRODUCTS THAT GENERALLY CANNOT BE RETURNED

Subject to applicable consumer law, we generally do not accept voluntary/change-of-mind returns of:

• Products that have been used;
• Products that have been opened where hygiene or health considerations prevent resale;
• Personal-care or hygiene-sensitive products once opened;
• Consumable products once opened;
• Products with broken seals;
• Products customised or personalised for the customer;
• Products made or ordered specifically to the customer's specifications;
• Clearance/final-sale products where clearly identified as such, except where defective or otherwise returnable by law;
• Gift cards or vouchers, except where required by law; and
• Products that cannot reasonably be resold due to the customer's handling or use.

A product being listed as a sale, clearance or final-sale item does not remove any mandatory rights relating to defective, unsafe or non-compliant goods.

7. HYGIENE-SENSITIVE PRODUCTS

For health and hygiene reasons, certain products cannot ordinarily be returned once opened, used or unsealed unless the product is defective or the customer has another statutory right to return it.

This may include products intended for personal use or products that come into direct contact with the body, mouth, food or beverages.

8. ELECTRONIC AND FUNCTIONAL PRODUCTS

Where an electronic or functional product is reported as defective, we may request reasonable information, photographs or video demonstrating the reported fault before arranging the return.

The product may be inspected or tested after it is returned.

This inspection does not remove any statutory right the customer may have regarding defective goods.

Products damaged through misuse, incorrect charging, incompatible accessories, liquid damage, unauthorised modification or failure to follow operating instructions may not qualify as defective goods where the damage was caused by the customer's actions.

9. RETURN AUTHORISATION

Customers should contact us before returning a product.

Please do not send products back without first obtaining return instructions.

Unauthorised returns may result in processing delays and, where legally permitted, may be returned to the customer at the customer's expense.

10. INSPECTION OF RETURNS

All returned products may be inspected after receipt.

For voluntary returns, we reserve the right, to the extent permitted by law, to refuse the return or make an appropriate deduction where:

• The product has been used;
• Original packaging is missing or materially damaged;
• Parts or accessories are missing;
• The product has been damaged after delivery;
• The product is not in a reasonably resalable condition; or
• The return does not comply with the requirements of this policy.

No inspection process will be used to unlawfully deny a customer's statutory rights.

11. REFUNDS

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

Processing times may vary depending on the payment provider, bank or payment gateway.

Once we have submitted a refund to the relevant payment provider, banking or payment-processing delays are outside our direct control.

Shipping charges are refundable only where required by applicable law or where we expressly agree otherwise.

12. EXCHANGES

Where we voluntarily offer an exchange, the replacement product is subject to stock availability.

If the replacement product costs more than the original product, the customer must pay the difference.

If additional courier charges arise because the customer ordered the incorrect product or requested a voluntary exchange, those charges may be payable by the customer.

13. PROMOTIONAL BUNDLES AND FREE ITEMS

Where a product was purchased as part of a bundle, promotion or special offer, any return may need to include all items forming part of that promotion.

Any free gift supplied as part of a qualifying purchase must also be returned if the qualifying product is returned for a full voluntary refund.

Where legally permitted, the retail or promotional value of a missing promotional item may be deducted from a voluntary refund.

14. ORDER CANCELLATIONS

Orders may only be cancelled before they have been processed or dispatched, unless the customer has a statutory right to cancel the transaction.

Once an order has entered fulfilment or has been handed to the courier, we cannot guarantee that it can be stopped.

Any statutory cooling-off or cancellation rights applicable to the transaction remain unaffected.

15. COURIER DELAYS

Estimated delivery dates are estimates unless expressly guaranteed.

We are not responsible for delays caused by circumstances reasonably outside our control, including courier network delays, severe weather, strikes, load disruptions, public holidays, incorrect delivery information or other external events.

However, this clause does not limit any rights or remedies that a customer may have under applicable law.

16. REFUNDS FOR COURIER LOSS OR NON-DELIVERY

If tracking indicates that a parcel may have been lost while being transported by our appointed courier, we may first open an investigation with the courier.

Where the parcel is confirmed as lost and the customer is legally entitled to a remedy, we will arrange the appropriate replacement or refund.

A customer will not be required to bear a loss that legally remains the responsibility of the supplier.

17. FRAUDULENT OR ABUSIVE RETURNS

We reserve the right to investigate suspected fraudulent, dishonest or abusive return activity.

Examples include deliberately damaging products, returning a different product, falsely claiming non-delivery, removing parts or accessories before returning an item, or repeatedly abusing promotional or returns processes.

Where appropriate, we may refuse a return that is not legally valid and reserve any other rights available to us.

18. PROOF OF PURCHASE

Proof of purchase may be required to process a return, refund or exchange.

This can include an order confirmation, invoice, receipt or other reasonable evidence demonstrating that the product was purchased from one of our stores.

19. STATUTORY WARRANTY AND CONSUMER RIGHTS

Nothing contained in this policy is intended to exclude, restrict or waive rights that a consumer has under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.

Where a provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

In particular, qualifying defective, unsafe or poor-quality goods are subject to the remedies and statutory warranty protections provided by South African consumer law.

20. HOW TO REQUEST A RETURN

To request a return, please contact the customer-service contact details displayed on the online store from which you purchased the product.

Please provide:

Order Number:
Customer Name:
Product:
Reason for Return:
Description of Issue:
Photographs/Video (where applicable):

We will provide further instructions after reviewing the request.

Please do not send a return before receiving return instructions.

21. STORE-SPECIFIC CONDITIONS

Certain products or stores may have additional return conditions because of the nature of the products being sold.

Where store-specific conditions apply, they will be displayed on the relevant product page, checkout, store policy or other appropriate location.

Any additional conditions are subject to applicable South African law.

22. POLICY UPDATES

ADL-MW Trading (Pty) Ltd reserves the right to update this Returns, Refunds & Exchanges Policy from time to time to reflect operational, legal or regulatory changes.

The version applicable to an order will be determined in accordance with applicable law and the terms presented in connection with that transaction.

Business: ADL-MW Trading (Pty) Ltd
Trading Names: As displayed on the applicable online store
Country: South Africa

Last Updated: 12 August 2026