Refund policy

At HISEKA, we strive to ensure that every product and service meets your expectations. If you are not completely satisfied with your purchase, this policy explains your rights and the procedures for returns, exchanges, and refunds in accordance with the Consumer Protection Act, 68 of 2008 (CPA).

1. Consumer Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act or any other applicable South African legislation.

Where there is any conflict between this policy and applicable law, the provisions of the law will prevail.

2. Change-of-Mind Returns

If you purchased a product and simply changed your mind, HISEKA may, at its discretion, accept a return subject to the following conditions:

  • The return request is submitted within 7 days of delivery;

  • The product is unused and unopened;

  • The product is in its original condition and packaging;

  • All accessories, manuals, labels, and components are included;

  • The product is suitable for resale.

Where a change-of-mind return is accepted:

  • Collection or return courier costs may be deducted from the refund;

  • A reasonable handling or restocking fee may apply where permitted by law;

  • Refunds will be processed after inspection and approval of the returned goods.

We reserve the right to refuse change-of-mind returns that do not meet these conditions.

3. Damaged, Defective or Incorrect Products

Please inspect your order upon delivery.

If a product is:

  • Damaged during transit;

  • Defective;

  • Not fit for its intended purpose;

  • Not of acceptable quality; or

  • Incorrectly supplied,

please notify us within 48 hours of delivery and provide:

  • Your order number;

  • Photographs of the product;

  • Photographs of the packaging where applicable;

  • A description of the issue.

Upon verification, we may:

  • Replace the product;

  • Repair the product where appropriate;

  • Exchange the product; or

  • Refund the purchase price.

Where the issue is confirmed as a supplier or manufacturing defect, HISEKA will arrange collection or replacement at no cost to the customer.

4. CPA Six-Month Warranty

In accordance with Section 56 of the Consumer Protection Act, consumers are entitled to return defective goods within six (6) months of delivery if the goods:

  • Fail to meet acceptable quality standards;

  • Are defective;

  • Are not reasonably suitable for their intended purpose.

In such cases, the consumer may elect to receive:

  • A repair;

  • A replacement; or

  • A refund,

subject to the provisions of the CPA.

This warranty does not apply where the defect arises from:

  • Misuse;

  • Abuse;

  • Negligence;

  • Improper installation;

  • Failure to follow instructions;

  • Normal wear and tear;

  • Accidental damage.

5. Cleaning Chemicals and Consumable Products

For health, hygiene, and safety reasons, the following products may not be returned unless defective:

  • Opened cleaning chemicals;

  • Used cleaning products;

  • Opened consumables;

  • Products with broken seals;

  • Products contaminated after delivery.

Where a manufacturing defect is identified, the product may still qualify for repair, replacement, or refund in accordance with the CPA.

6. Special Orders and Customised Products

Products manufactured, customised, branded, printed, or specially ordered to customer specifications may not be returned unless:

  • Defective;

  • Incorrectly supplied; or

  • Required by law.

This includes:

  • Custom branding and signage products;

  • Special-order goods sourced specifically for a customer;

  • Custom-cut or customised products.

7. Services

If you are dissatisfied with a service provided by HISEKA, please notify us as soon as reasonably possible.

Where a service has not been performed to a reasonable standard, we may:

  • Re-perform the service;

  • Remedy the identified issue;

  • Provide an appropriate reduction in fees; or

  • Provide another suitable remedy where required by law.

Refund requests relating to completed services will be assessed based on the specific circumstances and applicable consumer legislation.

8. Return Procedure

To initiate a return:

  1. Email us at info@hiseka.co.za

  2. Include your:

    • Order number;

    • Full name;

    • Contact details;

    • Reason for return;

    • Supporting photographs where applicable.

  3. Await approval and return instructions before sending any products back.

Returns sent without prior authorisation may not be accepted.

9. Refund Processing

Once returned goods have been received and inspected:

  • Approved refunds will generally be processed within 3–12 business days;

  • Refunds will be made using the original payment method where possible;

  • Processing times may vary depending on your financial institution or payment provider.

Delivery charges are generally non-refundable unless:

  • The product supplied was incorrect;

  • The product was defective;

  • The return is required under applicable consumer legislation.

10. Collection and Return Costs

Where a return results from:

Our Error

(including defective, damaged, or incorrectly supplied products)

HISEKA will cover reasonable collection or replacement costs.

Customer Preference

(change-of-mind returns)

The customer remains responsible for return shipping or collection costs unless otherwise agreed.

11. Contact Us

For all return, exchange, or refund enquiries:

HISEKA ENTERPRISES (PTY) LTD

📧 Email: jacques@hiseka.co.za
📞 Telephone: +27 82 750 6132
🌐 Website: www.hiseka.co.za