Returns & Refunds Policy (CPA Compliant – South Africa)
This policy is aligned with the Consumer Protection Act (CPA) of South Africa.
Cooling-Off Period (CPA – Section 16)
Customers may cancel an order within 5 business days only if the purchase was made through direct marketing (as defined by the CPA).
This cooling-off right does NOT apply to:
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Perishable goods
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Food, beverages, or confectionery
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Items reasonably intended for consumption
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Seasonal or time-sensitive products
Non-Refundable & Non-Returnable Items
In terms of both our store policy and the CPA, the following items are strictly non-returnable and non-refundable:
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Perishable goods, including but not limited to:
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Chocolates
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Sweets
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Snacks
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Drinks
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Food items
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Melted or heat-affected items
Sweet City is not responsible for melting or heat damage caused by weather conditions, courier handling, or storage after delivery.
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Seasonal and holiday items, including but not limited to:
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Valentine’s Day
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Mother’s Day
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Father’s Day
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Easter
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Christmas
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Any limited-edition or holiday-specific products
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Sale or discounted items
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Health, personal care, intimate, or sanitary goods
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Hazardous or flammable products
These exclusions are permitted under CPA Section 17 and Section 18, relating to perishable, hygiene-sensitive, and time-specific goods.
Defective or Incorrect Items (CPA – Section 55 & 56)
If an item is defective, damaged, or incorrect due to our error, customers must notify us within 48 hours of delivery, including clear photos and the order number.
Where the CPA applies, we will:
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Repair, replace, or refund the item, at our discretion
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Only if the defect was not caused by misuse, heat exposure, courier delays, or customer handling
Items Not at Fault of Sweet City
Where the issue is not caused by Sweet City (including but not limited to heat exposure, courier delays, incorrect storage, or change of mind):
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No refunds or exchanges will be offered
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If a refund is exceptionally approved at our discretion:
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The item must be returned at the customer’s expense
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A 20% handling and restocking fee will be deducted
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Original delivery costs remain non-refundable
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Return Conditions (If Approved)
Approved returns must:
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Be unused
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Be in original packaging
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Include proof of purchase
Returns must be sent to:
14 6th Avenue Highlands North, Johannesburg, Gauteng, 2192, South Africa
Customers are responsible for all return shipping costs.
Refund Processing (If Applicable)
Once an approved return is received and inspected:
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We will notify you by email
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Approved refunds will be processed to the original payment method
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Bank processing times may vary and are beyond our control
Exchanges
Exchanges are only offered for defective items due to our error and for the same product, subject to availability.
Requests must be made within 48 hours of delivery by emailing
info@sweetcity.co.za
Important Disclaimer
By placing an order with Sweet City, you acknowledge and accept that:
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Chocolate and confectionery products are heat-sensitive
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Seasonal items are final sale
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We cannot be held responsible for melting or deterioration due to factors beyond our control
