Effective date: 20 July 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.

1. Start a return or claim

Email admin@quiczy.co.za before sending anything back. Please include:

• your order or invoice number;
• the product name and SKU, if available;
• a clear description of the issue;
• photographs or a short video showing the product, packaging and any visible damage; and
• any relevant setup, use or fault information.

We will assess the request and provide the correct return address or collection instructions. Do not send goods to a manufacturer, distributor or any other third party without Quiczy’s written instructions. This process helps route the claim correctly and does not remove any statutory right.

2. Incorrect, damaged or incomplete orders

Inspect the parcel as soon as reasonably possible. If the wrong item arrived, an item is missing, or the goods or packaging show transit damage, contact us promptly. Reporting visible courier damage within 48 hours helps us investigate, but a later report does not automatically remove your statutory rights.

Where Quiczy supplied an incorrect product, incomplete order or goods damaged before delivery, we will arrange the appropriate collection or return at our cost and provide a lawful remedy.

3. Faulty, unsafe or defective products

The CPA gives consumers rights to goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and usable for a reasonable time, subject to the Act.

Where section 56 of the CPA applies and goods fail to meet those standards within six months after delivery, the consumer may return the goods without penalty and at the supplier’s risk and expense. The consumer may direct the supplier to repair or replace the goods, or refund the price paid, subject to the CPA. If goods repaired under that section fail again within three months after repair, the statutory replacement or refund remedy applies.

Quiczy or the relevant authorised supplier may inspect or test the product to confirm the reported issue. Inspection will not be used to delay or avoid a remedy required by law.

4. Online cooling-off rights

For an electronic transaction to which section 44 of ECTA applies, a consumer may cancel without reason and without penalty within seven days after receiving the goods. The consumer may be responsible only for the direct cost of returning the goods. Where payment was made before cancellation, the refund must be made within 30 days after cancellation.

ECTA contains exclusions. Relevant examples may include customised or personalised goods, goods that by their nature cannot be returned, rapidly perishable goods and sealed software or recordings that have been unsealed. An exclusion does not remove rights relating to defective, unsafe, misrepresented or incorrectly supplied goods.

5. Change-of-mind returns

South African law does not create a general right to return every correctly supplied product merely because the customer changed their mind. Where no statutory cooling-off or return right applies, Quiczy may consider a return by prior written agreement.

Discretionary returns normally require the product to be unused, uninstalled, complete, in resalable condition and in its original undamaged packaging. Customised, configured, hygiene-sensitive or specially sourced products may not qualify for a discretionary return. Any reasonable return or handling cost will be disclosed before authorisation. No blanket administration fee applies.

6. Product and supplier warranties

Any additional manufacturer or distributor warranty is product-specific. Its duration and conditions must appear on the product page, invoice, packaging or manufacturer documentation. If no additional period is stated, Quiczy does not promise a blanket commercial warranty; statutory rights still apply.

An additional warranty may exclude misuse, unauthorised alteration, use outside specification, impact or liquid damage, unsuitable environmental conditions or incorrect installation. Those exclusions apply only to the additional warranty and do not remove rights that cannot lawfully be excluded.

7. Cancellations and refunds

Contact us as soon as possible to cancel an order. If it has not been dispatched or committed as a lawful non-cancellable special order, we will confirm the cancellation and refund due. If dispatched, the applicable return process will follow.

Approved refunds are returned to the original payment method unless another lawful arrangement is agreed. We process refunds as soon as reasonably possible and within any period required by law. Banks and payment providers may take additional time to reflect a processed refund.

If Quiczy cancels because stock cannot be sourced, a material listing error cannot reasonably be corrected or the order cannot lawfully be fulfilled, any amount paid for the cancelled item will be refunded without an administration deduction.

8. Contact

Returns, refunds and warranty enquiries: admin@quiczy.co.za

For delivery information, read our Shipping Policy. For information about personal information, read our Privacy Policy.