1. Overview
The SmartKwam Shop is operated by AdvannoSmart (Pty) Ltd ("we", "us", "our"). We want you to be happy with your purchase. This policy explains how to cancel an order, return a product, and receive a refund, and sets out your rights under South African consumer law.
Nothing in this policy limits or replaces your rights under the Consumer Protection Act 68 of 2008 ("CPA") or the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Where this policy is more generous than the law, the more generous terms apply.
2. How to Request a Refund or Return
There are two easy ways to start a refund, return, or cancellation request:
- Email us at support@smartkwam.co.za with your order number and a short description of the issue; or
- Log in to your account at shop.smartkwam.co.za, open the relevant order, and submit a refund or return request from there.
We will acknowledge your request and guide you through the next steps, including how to return the product if a return is required.
3. Cancelling an Order
You may cancel an order at any time before it has been dispatched for a full refund, with no charge. Contact us as soon as possible so we can stop the order before it ships.
If your order has already been dispatched, you can still return it under the cooling-off right or the relevant section below once you receive it.
4. 7-Day Cooling-Off Right
Because you buy from us online, you have a cooling-off period under Section 44 of ECTA. You may cancel your purchase and return the goods within 7 days of delivery, for any reason, and receive a refund of the price paid for the goods.
To use this right, the goods must be returned to us complete and in a re-saleable condition (see Return Conditions below). Where the cooling-off right applies, you are responsible for the direct cost of returning the goods to us. We will refund the price of the goods once we have received them back.
5. Faulty, Damaged or Incorrect Goods
If an item arrives damaged, defective, or not what you ordered, please tell us within 7 days of delivery and we will arrange to put it right at no cost to you. We will cover the return shipping in these cases.
Under Section 56 of the CPA, if a product turns out to be defective, unsafe, or of poor quality within 6 months of delivery, you may return it and choose to have it repaired or replaced, or receive a refund.
Faults caused by accidental damage, misuse, unauthorised modification, or normal wear and tear are not covered by this section, but may still be covered by any applicable manufacturer warranty.
6. Return Conditions
Unless the item is faulty, damaged, or incorrect, returned goods should be:
- Unused and in their original, undamaged packaging.
- Complete with all accessories, cables, manuals, and free items included in the order.
- Accompanied by your order number or proof of purchase.
7. How Refunds Are Paid
Approved refunds are processed securely through our payment gateway, Payfast, and are paid back to the original payment method you used at checkout. We do not refund to a different account or card.
We do not store your card details — payments and refunds are handled directly by Payfast as our payment processor.
8. Refund Timeframes
Once your refund is approved — and, where a return is required, once we have received and inspected the returned goods — we will process the refund within 5–10 business days.
Depending on your bank or card provider, it may take a few additional days for the funds to reflect in your account after we release the refund through Payfast.
9. Non-Refundable Items
Outside of your statutory rights (such as the cooling-off right and your rights for defective goods), we may decline a refund or return where:
- The item has been used, installed, damaged after delivery, or is missing parts, accessories, or original packaging.
- The cooling-off period has lapsed and the goods are not defective.
- The product was specially ordered or personalised at your request.
This does not affect your rights under the CPA for goods that are defective, unsafe, or not as described.
10. Your Consumer Rights
Your statutory rights are protected.
Nothing in this policy limits or excludes any rights you have as a consumer under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Your statutory rights remain unaffected.
If you believe your consumer rights have not been honoured, you may contact the National Consumer Commission at thencc.gov.za or the Consumer Goods and Services Ombud at www.cgso.org.za.
11. Contact Us
To request a refund, return, or cancellation, or for any questions about this policy, please contact us: