1. Introduction
Thank you for shopping at Mica Shop, Mica’s online store.
We want you to be satisfied with your purchase. Depending on the circumstances, you may return a product for a refund, replacement or repair in accordance with this Returns and Refunds Policy and applicable South African consumer legislation.
This Policy applies only to products purchased directly from Mica Shop. Products purchased from an independently owned Mica store must be returned to the store from which they were purchased and will be subject to that store’s returns process.
This Policy forms part of the Mica Shop Terms and Conditions. Words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise.
Nothing in this Policy is intended to exclude, restrict or limit any rights that you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable legislation.
2. How to request a return
To request a return, please log a return request through the Mica Shop website or contact our customer support team.
You may be required to provide:
- your order number;
- your contact details;
- the reason for the return;
- photographs or videos showing any damage or defect;
- the product’s serial number, where applicable; and
- any other information reasonably required to assess the return.
Once your request has been reviewed, we will provide you with a return reference number and instructions for returning or collecting the product.
Submitting a return request does not automatically mean that the return has been approved. The product may first need to be inspected, subject to your rights under applicable law.
3. Preparing a product for return
To help us process your return as quickly as possible, please:
- package the product safely and securely to prevent damage during transport;
- clearly display the return reference number on the parcel;
- include all accessories, components, manuals, promotional items and parts supplied with the product;
- include the original packaging where reasonably possible; and
- remove any personal information or personal accounts from electronic products, where applicable.
Failure to return all parts and accessories may delay the return or affect the amount that can be refunded, subject to applicable law.
Mica Shop is not responsible for personal information left on a returned product.
4. Unwanted products and change-of-mind returns
You may cancel an eligible online purchase without giving a reason within seven calendar days after receiving the product.
The product must be returned:
- unused, other than what is reasonably necessary to inspect it;
- in substantially the same condition in which it was received;
- with its original labels, stickers, accessories and parts; and
- in its original packaging, where reasonably possible.
You will be responsible for the direct cost of returning or collecting an unwanted product. The applicable collection or return cost will be calculated and communicated to you before the return is arranged.
Once the product has been received and inspected, we will process the applicable refund. A refund due under the statutory online cooling-off period will be processed within the period required by law. Section 44 of the Electronic Communications and Transactions Act permits the customer to be charged the direct cost of returning the goods and requires an applicable refund to be made within 30 days of cancellation.
A change-of-mind return may be declined where the product has been used beyond reasonable inspection, damaged, altered, incorrectly installed or returned incomplete.
Products excluded from change-of-mind returns
The seven-day cooling-off right may not apply to certain products, including:
- products made, mixed, cut or prepared according to your specifications;
- personalised or specially ordered products;
- custom-tinted or mixed paint;
- cut keys, timber, glass, cable, chain, pipe or other materials cut to a requested measurement;
- products that, because of their nature, cannot reasonably be returned;
- products that are likely to deteriorate or expire rapidly;
- products that have been permanently installed, attached, blended or combined with other goods or property;
- unsealed computer software, audio or video recordings; and
- products that cannot be returned for health, hygiene or safety reasons where applicable law prohibits their return.
These exclusions do not remove your rights where a product is defective, damaged on delivery or incorrectly supplied. The statutory exclusions applicable to certain electronic transactions appear in section 42 of the Electronic Communications and Transactions Act.
5. Incorrect products
Please notify us as soon as reasonably possible if:
- you receive a product that you did not order;
- the quantity delivered is incorrect; or
- the product is materially different from its description on Mica Shop.
We will arrange collection at no cost to you.
Once the return has been verified, you may choose to:
- receive the correct product, subject to availability; or
- receive a refund of the purchase price.
Where a replacement is selected, we will deliver the correct product as soon as reasonably possible.
6. Products damaged on delivery
Please inspect your order as soon as possible after delivery.
Where a product was damaged during delivery or was delivered with missing parts or accessories, please notify us within seven calendar days after delivery so that the matter can be addressed promptly.
We may request photographs of:
- the damaged product;
- the packaging;
- the delivery label; and
- any missing or damaged components.
We will arrange collection of the product at no cost to you.
Once the damage or missing components have been verified, you may choose, where applicable, to:
- receive a replacement product, subject to availability; or
- receive a refund of the purchase price.
The seven-day notification request helps us investigate delivery damage and does not limit any statutory rights you may have.
7. Defective products
Mica Shop aims to supply products that are of good quality, in good working order, reasonably suitable for their intended purpose and free from defects.
A defect generally refers to a material imperfection in the manufacture or performance of a product, or a characteristic that makes the product less acceptable than a consumer would reasonably be entitled to expect.
If a product becomes defective within six months after delivery, you may return it without penalty and at Mica Shop’s risk and expense, where the requirements of the Consumer Protection Act apply.
After the defect has been reasonably assessed and confirmed, you may choose to:
- have the product repaired;
- have the product replaced; or
- receive a refund of the purchase price.
The choice between repair, replacement and refund belongs to the consumer where section 56 of the Consumer Protection Act applies.
The following are generally not considered defects
A return may not qualify as a defective-product return where the problem results from:
- ordinary wear and tear;
- accidental damage;
- negligence, misuse or abuse;
- failure to follow the manufacturer’s instructions;
- incorrect operation, assembly, storage, maintenance or installation;
- electrical surges or an unsuitable electrical supply;
- rust, corrosion, moisture, weather exposure or sea-air corrosion where the product was not designed for those conditions;
- unauthorised repairs, modifications or alterations;
- use of incompatible parts, accessories or consumables;
- failure to take reasonable care of the product; or
- the product’s accurately disclosed specifications not meeting your personal preference.
These exclusions will be applied subject to applicable law and the circumstances of each return.
8. Products repaired under the statutory warranty
Where you choose to have a defective product repaired and, within three months after that repair:
- the original defect has not been corrected; or
- another failure, defect or unsafe feature appears,
you may require the product to be replaced or require a refund of the purchase price, where section 56 of the Consumer Protection Act applies.
9. Supplier and manufacturer warranties
Some products may include a supplier or manufacturer warranty that continues beyond the six-month statutory warranty period.
If a product becomes defective during an applicable extended warranty period, please contact Mica Shop as soon as reasonably possible. We may assist in returning the product to the supplier or manufacturer for assessment.
Extended warranties are subject to the terms, conditions, limitations and procedures imposed by the relevant supplier or manufacturer. These terms may be included:
- in the product packaging;
- in a warranty card or booklet;
- on the manufacturer’s website; or
- in the product documentation.
The available remedy may be determined by the supplier or manufacturer in accordance with its warranty terms.
Any supplier or manufacturer warranty is additional to, and does not replace or limit, rights available to you under applicable law.
10. Missing accessories and parts
Products should be returned with all accessories, components and parts originally supplied.
Where a product is returned without all its parts or accessories, Mica Shop may, subject to applicable law:
- request that the missing items be returned;
- delay processing until the missing items are received;
- replace only the component that was returned;
- deduct the reasonable value of missing items from a refund; or
- decline a return that does not qualify under applicable consumer legislation.
Missing packaging alone will not automatically remove any statutory rights relating to defective products.
11. Inspection of returned products
Mica Shop or the relevant supplier or manufacturer may conduct a reasonable inspection to determine:
- whether the product is defective;
- whether the damage occurred before or after delivery;
- whether the product has been misused, altered or incorrectly installed;
- whether all accessories and parts were returned; and
- whether the return meets the requirements of this Policy.
An inspection will not be used to unreasonably delay or deny a valid statutory return.
Where a product is found not to be defective and does not otherwise qualify for return, you may be responsible for reasonable collection, inspection or redelivery costs, subject to applicable law. These costs will be communicated to you before the product is returned.
12. Refunds
Approved refunds will be made using the original payment method wherever reasonably possible.
For example:
- credit-card payments will ordinarily be refunded to the same credit card; and
- Instant EFT payments will ordinarily be refunded to the verified bank account used or nominated for the refund.
Once Mica Shop has processed a credit-card refund, it may take approximately five to ten business days for the amount to appear on your statement. Processing times are determined by your bank or payment provider.
Mica Shop is not responsible for delays caused by banks or payment service providers after the refund has been submitted.
Delivery, collection and return costs will be refunded or deducted according to:
- the reason for the return;
- this Policy; and
- applicable consumer legislation.
No collection or return charge will be imposed where Mica Shop supplied an incorrect product or where an eligible product was damaged on delivery or is defective.
13. Products that do not comply with this Policy
Where a returned product does not qualify under this Policy or applicable legislation, Mica Shop may decline the return.
You may also be responsible for the reasonable cost of:
- collecting the product;
- inspecting or testing the product; and
- returning the product to you.
Any applicable charges will be communicated to you before the product is returned.
14. Contact information
For assistance with a return, refund, replacement or repair, please contact the Mica Shop customer support team:
Telephone: 0861 122 114
Email: [email protected]
Please include your order number and return reference number in all correspondence.
