Refund policy

OneRoofSA Returns & Refunds Policy

Last Updated: July 2026

Welcome to OneRoofSA. We want you to be completely satisfied with your purchase. This Returns & Refunds Policy complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all applicable South African consumer protection laws.

By placing an order with OneRoofSA, you agree to the terms of this policy.

1. General Returns

OneRoofSA accepts returns only in accordance with applicable South African law.

We do not accept returns simply because a customer has changed their mind, except where required by law.

To qualify for an eligible return, products must:

Be returned in their original packaging where reasonably possible.
Include all accessories, charging cables, manuals and original components.
Be free from damage caused by misuse, abuse, negligence, liquid damage, power surges, improper installation, unauthorised repairs or normal wear and tear.
Be in substantially the same condition as received, except where a defect is being claimed.
Have all serial numbers, labels and identification markings intact and unaltered.

OneRoofSA reserves the right to inspect all returned items before approving a refund, replacement or exchange.

2. Cooling-Off Period (Online Orders)

In accordance with the Electronic Communications and Transactions Act, eligible online purchases may be cancelled within 7 business days after receiving the goods.

To qualify:

You must notify OneRoofSA in writing before the 7-business-day period expires.
Goods must be returned in substantially the same condition as received.
Products should be securely packaged to prevent damage during transit.
The customer is responsible for return shipping costs unless South African law requires otherwise.

Where permitted by law, OneRoofSA reserves the right to deduct reasonable costs where returned goods have been used beyond what is reasonably necessary to inspect them or require restoration before resale.

3. Defective, Damaged or Incorrect Goods

If your order arrives:

Defective
Damaged during delivery
Incorrect
Unsafe
Not matching the product description

Please contact OneRoofSA within 7 days of receiving your order by emailing oneroofsa1@gmail.com together with:

Your order number
A description of the issue
Clear photographs or videos showing the problem

Under Section 56 of the Consumer Protection Act, customers may return defective goods within 6 months of delivery.

Where a product is confirmed to be defective, customers may choose one of the following remedies:

Repair
Replacement
Full refund

OneRoofSA reserves the right to inspect and test returned products before approving any warranty claim.

Returns may be declined where inspection shows the product has been damaged through misuse, accidental damage, liquid exposure, unauthorised repairs, incorrect voltage, negligence, abuse, modifications or normal wear and tear.

4. Electronic Products

Electronic products should be used strictly according to the supplied instructions.

OneRoofSA is not responsible for damage caused by:

Incorrect installation or setup.
Using incompatible chargers or accessories.
Incorrect voltage or power supply.
Water or liquid damage.
Physical abuse, dropping or impact damage.
Lightning strikes or electrical surges.
Unauthorised modifications or repairs.

Products showing signs of the above may not qualify for warranty or return under the CPA where the damage resulted from customer misuse.

5. Non-Returnable Products

Unless required by South African law, OneRoofSA does not accept returns for:

Products damaged through misuse, negligence or accidental damage.
Products exposed to water or other liquids where not designed for such use.
Products altered, modified or repaired by unauthorised persons.
Products showing excessive wear.
Products missing accessories, charging cables or original components.
Clearance or final sale items marked as non-returnable.
Custom-made or personalised products.
Gift cards.
Digital products or downloadable content.

6. Return Shipping

Customer Change of Mind

Where a return is accepted because of a customer's decision not to keep the item:

The customer pays all return shipping costs.
The customer assumes responsibility for the product until OneRoofSA receives it.

Defective or Incorrect Goods

Where required under South African law, OneRoofSA will either:

Arrange collection of the item; or
Reimburse reasonable return courier costs.

7. Refunds

Approved refunds will be processed using the original payment method whenever possible.

Refunds generally do not include:

Express or priority shipping charges.
Optional services purchased separately.
Return courier costs for voluntary returns where legally permitted.

Refunds are typically processed within 7–14 business days after the returned goods have been inspected and approved. Processing times may vary depending on your payment provider.

8. Exchanges

OneRoofSA may offer exchanges where appropriate.

Exchanges are subject to product availability.

If a replacement item is unavailable, OneRoofSA may offer:

A refund; or
Store credit, where agreed by the customer.

9. How to Start a Return

To request a return, please contact us before sending any products back.

Email: oneroofsa1@gmail.com

Please include:

Your full name
Order number
Contact details
Reason for the return
Clear photographs or videos (if applicable)

Returns sent without prior authorisation may be refused.

10. Inspection of Returned Goods

Every returned product is inspected upon arrival.

OneRoofSA reserves the right to:

Test returned products.
Verify reported faults.
Reject fraudulent or invalid claims.
Charge reasonable restoration costs where legally permitted.

11. Fraud Prevention

OneRoofSA reserves the right to refuse any return where:

False or misleading information has been supplied.
Products have been intentionally damaged.
Serial numbers or identifying labels have been removed or altered.
Fraudulent activity is reasonably suspected.

Where appropriate, OneRoofSA may report suspected fraud to the relevant authorities.

12. Limitation of Liability

Nothing in this policy limits or excludes any rights provided to consumers under South African law.

To the fullest extent permitted by law, OneRoofSA's liability is limited to the purchase price paid for the affected product.

OneRoofSA shall not be liable for indirect, consequential, incidental or special damages arising from the use of its products except where liability cannot legally be excluded.

13. Contact Us

If you have any questions regarding this Returns & Refunds Policy, please contact us:

OneRoofSA