Refund policy

1. Returns Process

To ensure a smooth return, please follow these steps:

  1. Notification: Notify us via email at steve@want2need.co.za within the timeframes mentioned below. Include your order number and photos of the item/defect.
  2. Assessment: We reserve the right to inspect the goods to validate the defect before a refund or replacement is processed.
  3. Courier: For defective items, we will arrange collection. For "Change of Mind" returns, you must ship the item back to our designated address at your own expense.

2. Non-Returnable Items

For your protection and ours, the following items cannot be returned unless they are defective:

  • Items that have been physically altered, disassembled, or permanently damaged after delivery.
  • Personal or hygiene-sensitive items.
  • Software or digital products where the seal has been broken.

3. Refund Method

Once your return is approved, the refund will be processed using the original payment method.

  • EFT/Credit Card: Please allow 5–10 business days for the funds to reflect in your account, depending on bank processing times. If you paid with a credit card, it may take up to 2 weeks, depending on your bank's processing time.
  • Store Credit: You will receive a store credit equal to the product price paid.

4. Shipping Delays & Liability

As noted in our Shipping Policy, while we use Aramex for reliable delivery, Want2Need is not liable for delays caused by the courier. However, if a delay exceeds a "reasonable period" (usually 30 days) and no specific timeframe was met, you have the right to cancel the order for a full refund under the CPA.

5. The following products are not eligible for return unless they are unopened and in their original packaging:

  • Products received more than 7 days ago
  • Products that have been used or are missing any parts or accessories
  • Products that have been opened or unsealed, including but not limited to: Beauty and cosmetic items and devices, linen, bedding, towels, games, software,  supplements, animal feed, cleaning products, medical equipment, personal protective equipment, certain jewelry items, pillows, earphones, and electronics.
  • Vouchers such as service-related vouchers or other digital downloads
  • Want2Need Gift Vouchers
  • Personalized products or products that have been made to the customer’s specifications
  • A product where the customer has already registered the warranty.

6. Faulty or damaged products

For products that are damaged or faulty, our standard warranty period is 6 months from the date of receipt. In some cases, there may be an extended supplier warranty. If you're unsure of the warranty period, please log your return and we'll assist.

 

7. Returns Policy

Want2Need will only accept returns in accordance with this policy, the Consumer Protection Act 68 of 2008, the Electronic Communications & Transactions Act 25 of 2002 and any other applicable law. 

7.1 Items may only be returned if they are faulty, damaged on arrival, incorrectly delivered or where the customer changes their mind within the parameters set out below and as set out in the Consumer Protection Act 68 of 2008.

7.2 Once a customer informs Want2Need of a return, it is the customer’s responsibility to ensure that the item is returned within 7 days after the first contact was received.

7.3 All returns need to be in original packaging, with all original accessories, parts and documentation unless otherwise agreed upon. The customer is responsible for packaging the return so as to avoid being damaged in transit.

7.4 No items may be returned without prior written authorisation from Want2Need. Want2Need will not be liable for any items lost in transit to Want2Need or items incorrectly handed over to couriers not instructed by Want2Need where no prior written authorisation has occurred. The customer will be liable for courier charges of return items incorrectly handed over. Want2Need will issue a returns form or returns authorisation number once the return has been authorised, which needs to accompany the return. The absence of this form or returns authorisation number may lead to a return not being processed, for which Want2Need will not be held liable.

Faulty and/or Damaged on Arrival Items

7.5 Faulty and damaged on-arrival items will be dealt with in accordance with sections 55 and 56 of the Consumer Protection Act 68 of 2008.

(i) In the case of damaged on-arrival items, the customer needs to notify Want2Need of any breakages, missing or damaged parts and accessories within 3 days of the receipt of the goods. Want2Need may ask for images of the goods and packaging, highlighting the extent of the damage. Want2Need will not entertain any claims of breakages, missing or damaged parts and accessories if this notification is not received within 3 days of the goods being delivered.

(ii) (a) Faulty items may be returned within the specified warranty period. If a warranty period is not indicated on the deal, a 6-month standard warranty will apply. If returned after 6 months and if there is a supplier warranty the supplier themselves has the right to decide on a repair/refund or replacement. The customer can request that faulty items are repaired or replaced provided a repair is possible or a replacement is available, alternatively request a refund of the price paid for the items. Where a repair or replacement is not possible, the customer will be refunded or credited the price paid for the items.

(b) Want2Need will cover the freight and insurance cost of a faulty item under warranty. Should our suppliers assess the item and find it to not be faulty or to be user damage, the customer may be liable for the return cost.

(c) A faulty item is a defective item with any material imperfection in the manufacture of a product or any characteristic of a product that makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

(d) The following does not constitute a defect, and will not be eligible for a refund, replacement or repair:

    • faults resulting from normal wear and tear;
    • damage arising from negligence, user abuse and misuse, or incorrect usage of the product;
    • damage arising from electrical surges or sea air corrosion;
    • damage arising from a failure to adequately care for the product;
    • damage arising from unauthorised alterations to the product;
    • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit the customer;

(e) Products requiring installation before use are to be installed by certified installers as prescribed by the product manufacturer. Failure to do so will void the implied and supplier-specific warranties. 

Products requiring uninstallation before any fault assessment are to be removed by certified uninstallers as prescribed by the manufacturer. Any fault resulting from the uninstallation of said product by uncertified uninstallers will no longer be covered by the implied or supplier-specific warranty. Want2Need or its suppliers will not be held responsible for any fees incurred for the uninstallation of a faulty item unless otherwise specified.

(f) In assessing whether an item is defective or not, Want2Need may rely on its suppliers or independent assessment centres for feedback. In these cases, Want2Need’s supplier feedback will be final.

Unwanted Items

7.6 A customer is allowed to return an item within 7 days of receipt of the item if it is not faulty, subject to the following conditions:

i) The customer writes into Want2Need within 7 days of receipt of the item. Requests for returns outside of the 7-day window may not be entertained unless it is faulty in terms of section 7.5, subject to those provisions.

ii) The item must be in a re-sellable condition, in original packaging and include all original accessories, parts and documentation. Want2Need will inspect the item on return and if it is not in a re-sellable condition, dispatch it back to the customer.

iii) Certain items may not be returned once opened. This includes (but is not limited to): Beauty and cosmetic items and devices, linen, bedding, towels, games, software, supplements, animal feed, cleaning products, medical equipment, personal protective equipment, certain jewellery items, earphones and electronics

iv) Certain redemption vouchers may not be refunded once it has been issued to the customer via email. (Want2Need Gift Vouchers included)

v) Returns may be arranged on a customer’s behalf, or a customer may courier their goods back to Want2Need’s designated return address under certain circumstances at their own cost. A customer may also drop off their return at Want2Need’s our designated return address, subject to prior approval.

vi) Returns under section 7.6 will be at the Customer’s cost. This cost will be offset against any refund or credit owed to the customer after an item has been returned.

vii) Returns on items dispatched directly from suppliers will be subject to a returns fee as prescribed by the supplier.

viii) Want2Need may arrange a third-party courier to collect these goods. The customer needs to be available during a pre-arranged slot to hand the goods to the courier. The goods need to be handed over to the correct courier and Want2Need will not be liable for goods handed to the incorrect courier. Want2Need will attempt two collections from the customer. No further collections will be attempted after two collections if the collection fails due to the customer (e.g. not available), and the customer will then have to arrange a return with their own courier at their own cost.

ix) Returns under section 7.6 will forfeit the initial delivery fee, which will not be refunded or credited once an item has been returned.

Incorrectly Received Items

8.7 Returns on incorrectly received items will be accepted subject to the following conditions.

i) The customer needs to notify Want2Need of any incorrectly received goods within 3 days of the receipt of the goods. Want2Need may ask for images of the goods and packaging. Want2Need will not entertain any claims of incorrectly delivered goods if this notification is not received within 3 days of the goods being delivered.

ii) The item must be in a re-sellable condition, in original packaging and include all original accessories, parts and documentation. Want2Need will inspect the item on return and if it is not in a re-sellable condition, dispatch it back to the customer.

iii) The return of the item will be at Want2Need’s cost. Want2Need may arrange a third-party courier to collect these goods. The customer needs to be available during a pre-arranged slot to hand the goods to the courier. The goods need to be handed over to the correct courier and Want2Need will not be liable for goods handed to the incorrect courier. Want2Need will attempt two collections from the customer. No further collections will be attempted after two collections if the collection fails due to the customer (e.g. not available), and the customer will then have to arrange a return with their own courier at their own cost.

iv) Returns may be arranged on a customer’s behalf, or a customer may courier their goods back to Want2Need’s designated return address under certain circumstances. A customer may also drop off their return at Want2Need’s designated return address, subject to prior approval.