Fair when plans—or products—go wrong.

Eligible online cooling-off returns

For eligible online purchases, the Electronic Communications and Transactions Act provides a seven-day cooling-off period after receiving the goods. A customer may cancel within that period without giving a reason, subject to lawful exclusions.

Where the cooling-off right applies, the customer may be responsible only for the direct cost of returning the goods. Any refund will be handled within the period required by law after the cancellation and return process has been completed.

Defective, unsafe or poor-quality goods

The Consumer Protection Act gives consumers remedies when goods are defective, unsafe, fail to work as intended or are not of the quality a person is reasonably entitled to expect. The statutory six-month remedy period is separate from a change-of-mind return.

Where that right applies, the available remedy may include repair, replacement or refund as provided by law. BRAAIFORM will not require unused condition or original packaging as a condition for a valid statutory defect claim.

Wrong, incomplete or transit-damaged orders

If the wrong item arrives, something is missing, or the parcel is damaged in transit, message BRAAIFORM on WhatsApp or email lukeliebenber@gmail.com with the order reference. We may request useful photographs so the issue can be assessed quickly.

Any courier investigation will sit alongside—not replace—rights available under South African consumer law.

How the return process will work

• Start the request on WhatsApp at +27 82 541 7977 or email lukeliebenber@gmail.com and include the order reference.
• We will confirm the return route, any collection or drop-off instructions, and whether a direct return cost lawfully applies.
• Returned goods will be assessed against the reason for return without adding conditions that remove statutory rights.
• The outcome and refund method will be communicated against the original order record.

Product-specific limits

Certain goods may have lawful return exclusions for health, hygiene, food-safety, customisation or other reasons. Any applicable limitation will be stated on the product page and again before payment; it will not override a remedy for defective or incorrectly supplied goods.