Returns, Warranty & Refunds
Clear rules for changing your mind, faulty items and refunds.
Effective date: 19 October 2026
This policy applies to online orders placed with Quiczy (Pty) Ltd (“Quiczy”, “we”, “us” or “our”). It works together with South African consumer law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). Nothing in this policy limits a right or remedy that cannot lawfully be limited.
At a glance
- Changed your mind, within 7 days of delivery: you can cancel for any reason, opened or not. You send the item back at your own cost, and we refund the full amount you paid, including delivery.
- Changed your mind, days 8 to 14: we accept returns of unopened, complete items in their original packaging. You pay return shipping. Other conditions apply (see section 3).
- Faulty, wrong or damaged within 6 months of delivery: we collect at our cost, and you choose repair, replacement or a refund.
- Warranty claims after 6 months: you send the item to us at your cost, and we handle the claim with the manufacturer.
- Every return starts with an email to admin@quiczy.co.za. Please don’t send anything back before we’ve approved it.
1. Start a return
Email admin@quiczy.co.za before sending anything back. Please include:
- your order number;
- the product name and SKU, if you have it;
- the reason for the return: changed your mind, faulty, wrong item or damaged;
- for faulty or damaged items, photos or a short video of the product, packaging and any damage, and a short description of the fault.
We’ll reply with approval and tell you what to do next. Please don’t send items to a manufacturer, distributor or anyone else. Quiczy is your point of contact for every return and warranty claim.
Return address:
Quiczy (Pty) Ltd
569 Vacy Lyle Street, Elardus Park, Pretoria 0181
2. Changed your mind: within 7 days of delivery
You can cancel your order for any reason within 7 days after the day you receive it. This applies whether or not you’ve opened the item. There is no penalty, restocking fee or handling fee.
- How to return it: once we’ve approved the return, send the item to our return address with a trackable courier of your choice, at your own cost. That direct return cost is the only cost to you.
- Your refund: the full amount you paid, including the original delivery charge.
- Refund method: to your original payment method.
- Condition: please return the item complete, with its accessories and documents, and take reasonable care of it while it’s with you.
Exceptions within the 7 days. The law excludes some goods from this cooling-off right. We apply only those exclusions, and only where they really apply:
- foodstuffs, beverages or other goods intended for everyday consumption that are supplied to your home, residence or workplace;
- goods made to your specifications or clearly personalised;
- goods that by their nature can’t be returned, such as sealed hygiene items once opened, or goods likely to deteriorate or expire rapidly;
- audio or video recordings or computer software that you have unsealed;
- newspapers, magazines and books.
Where an exception applies to a product, we’ll say so on its product page. These exceptions never affect your rights for faulty, unsafe, wrongly described or wrongly supplied goods.
3. Changed your mind: days 8 to 14 after delivery
After the 7-day cooling-off period, we still accept change-of-mind returns up to 14 days after delivery, on these conditions:
- Condition: the item must be unused and unopened, in its original packaging, and complete with every part, accessory, manual and warranty card it came with.
- How to return it: once we’ve approved the return, send the item to our return address with a trackable courier of your choice, at your own cost.
- Your refund: the price of the item. The original delivery charge is not refunded.
- Packaging not original: if the item is unused and complete but isn’t in its original packaging, or the packaging is badly damaged, we can still accept it. A handling fee of up to 20% of the item price covers repackaging. We’ll confirm the amount before you send the item.
- Missing parts: if something that came with the item is missing, we deduct the reasonable cost of replacing that part from your refund. We’ll tell you the amount before we process the refund.
- Consumables: not accepted as change-of-mind returns in this period (see section 4).
4. Consumables
Consumables are goods intended for everyday consumption, such as ink, toner and batteries, and sealed hygiene items once they’ve been opened.
- Days 8 to 14: consumables can’t be returned because you changed your mind.
- Within the first 7 days: the cooling-off right doesn’t apply to goods intended for everyday consumption that are supplied to your home, residence or workplace. It also doesn’t apply to goods that by their nature can’t be returned, such as opened hygiene items. A consumable still sealed and unused that falls outside these exclusions can be cancelled like any other item.
- Faulty consumables are always covered by section 5.
5. Faulty, wrong or damaged items
Wrong, incomplete or damaged on arrival. Check your parcel as soon as you reasonably can. If the wrong item arrived, something is missing, or the goods or packaging were damaged in transit, email us. Reporting visible courier damage within 48 hours helps us investigate, but reporting later doesn’t remove your legal rights. We’ll collect at our cost and put it right.
Faulty within 6 months of delivery. If an item isn’t of good quality, isn’t in good working order, isn’t free of defects, or isn’t reasonably suitable for its normal purpose, you can return it within 6 months of delivery, at our risk and expense. You choose whether we repair it, replace it or refund the price you paid. We arrange the collection at our cost. If a repaired item fails again within 3 months of the repair, we’ll replace it or refund you.
After 6 months: manufacturer warranty. Many products also carry a manufacturer or distributor warranty, 12 months on most brands we stock, and longer on some. Where it applies, email us first, then send the item to our return address at your own cost. We handle the claim with the manufacturer for you, and you never need to deal with them yourself. The remedy is the one that warranty provides, usually repair or replacement. The warranty period for each product is shown on its product page or packaging, or we can confirm it if you ask.
Inspection. We, or our authorised supplier, may inspect or test the item to confirm the fault. We won’t use inspection to delay or avoid a remedy the law requires.
What warranties don’t cover. The additional manufacturer warranty may exclude misuse, unauthorised changes, use outside the specifications, impact or liquid damage, and incorrect installation. These exclusions don’t remove your rights under the CPA.
6. Refunds
- Refunds always go back to your original payment method.
- We refund within 7 working days of receiving and checking the returned item, and always within 30 days of the date you cancelled.
- Your bank or payment provider may take a few extra days to show the refund.
7. Cancelling before delivery
To cancel an order that hasn’t been despatched yet, email us as soon as possible. We’ll confirm the cancellation and refund the full amount paid. Once an order has been despatched, the return rules above apply.
If we cancel because stock can’t be sourced, a significant listing error can’t reasonably be corrected, or the order can’t lawfully be fulfilled, we refund the full amount paid for the cancelled item, with no admin deduction.
8. Delivery
Delivery is R99 per order, and free on orders of R2,000 or more. In-stock items usually arrive 2–3 working days from despatch. See our Shipping Policy.
9. Contact
Returns, refunds and warranty claims: admin@quiczy.co.za
Return address: 569 Vacy Lyle Street, Elardus Park, Pretoria 0181
See also our Terms & Conditions and Privacy Policy.