Refund policy

Refund & Return Policy

Last Updated: 29 August 2026

At PHONEBOXX, we want you to be completely satisfied with your purchase. We take pride in the quality of our products and aim to make the return and refund process as simple and fair as possible.

This Refund & Return Policy applies to purchases made directly through our website and should be read together with our Terms & Conditions.

1. Returns

If you are not completely satisfied with your purchase, you may request a return within 7 days of receiving your order, subject to the conditions and exclusions set out below.

To be eligible for a change-of-mind return, the product should:

  • Be unused and in substantially the same condition in which it was received;

  • Include its original packaging, where reasonably applicable;

  • Include all accessories, manuals, components and promotional items supplied with the product; and

  • Be accompanied by proof of purchase or your order number.

Nothing in this policy limits any rights you may have under applicable South African consumer protection legislation.

2. Change-of-Mind Returns

For eligible online purchases, customers may cancel their purchase within 7 days after receiving the goods, subject to applicable law and the exclusions described below.

Where the return is simply because you have changed your mind, ordered the incorrect item, selected the incorrect size or colour, or no longer require the product, the direct cost of returning the product may be for your account, where permitted by law.

Products must be appropriately packaged to prevent damage while being returned.

3. Incorrect Product Received

If we accidentally send you a product different from the one you ordered, please contact us as soon as possible.

We will arrange an appropriate remedy, which may include:

  • Sending the correct product;

  • Arranging collection or return of the incorrect product; or

  • Providing a refund where appropriate.

Where the error was ours, reasonable return or collection costs will be for our account.

Please provide your order number and, where reasonably requested, photographs showing the product received so that we can resolve the matter quickly.

4. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible after delivery.

Please provide:

  • Your order number;

  • A description of the damage;

  • Clear photographs or video showing the damaged product; and

  • Photographs of the packaging where relevant.

This information assists us in assessing the issue and, where appropriate, raising the matter with our courier.

If the product is confirmed to have arrived damaged, we will provide an appropriate remedy in accordance with applicable law, which may include a replacement or refund.

5. Defective Products

All products are subject to the rights and protections provided by the Consumer Protection Act 68 of 2008, where applicable.

If a product is defective, unsafe, not of good quality, or is not reasonably suitable for the purpose for which products of that type are generally intended, you may have the right to return it within six months after delivery.

Where the Consumer Protection Act applies and its requirements are met, the customer may choose to have the defective product:

  • Repaired;

  • Replaced; or

  • Refunded.

We may reasonably inspect or assess the product to establish the nature and cause of the reported fault. This assessment does not remove or limit any rights available to you under applicable law.

6. What Is Not Considered a Product Defect

A product will generally not be considered defective merely because of:

  • Normal wear and tear;

  • Accidental damage after delivery;

  • Misuse or abuse;

  • Negligence;

  • Incorrect installation;

  • Failure to follow supplied instructions;

  • Damage caused by liquids, impact or external factors where these are not attributable to a product defect;

  • Unauthorised modifications or repairs;

  • Use of the product for a purpose for which it was not designed; or

  • Damage occurring after the product has left our control and resulting from the customer's actions.

These exclusions do not apply where the problem is caused by an inherent defect or where applicable consumer law provides otherwise.

7. Incorrect Size, Colour or Model Ordered

Customers are responsible for checking the product description, compatibility, size, colour, model and other relevant specifications before completing an order.

If you accidentally order the wrong product, size, colour or model, you may request a return within the applicable return period.

If the product is not defective and we supplied exactly what was ordered, return delivery costs may be for your account.

8. Product Compatibility

For products such as phone covers, screen protectors, chargers, cables, accessories and other device-specific products, customers should confirm compatibility before ordering.

For example, an iPhone 16 accessory may not necessarily fit an iPhone 16 Pro, iPhone 16 Plus or iPhone 16 Pro Max.

Ordering an incompatible product does not automatically mean that the product is defective.

However, eligible products may still be returned in accordance with this policy and applicable law.

9. Non-Returnable Products & Hygiene-Sensitive Items

Certain products may not be eligible for change-of-mind returns where permitted by law, including products that:

  • Have been personalised or made specifically to the customer's specifications;

  • Cannot reasonably be returned because of their nature;

  • Are likely to deteriorate or expire rapidly;

  • Cannot be returned for health, hygiene or safety reasons where applicable;

  • Have been physically altered, permanently installed or incorporated into another product after delivery; or

  • Are otherwise excluded from applicable cooling-off rights under South African law.

Hookahs, Hookah Accessories & Consumable Products

For health, hygiene and safety reasons, certain hookah-related products, accessories and consumable items are not eligible for return, refund or exchange once they have been opened, used, assembled where this creates a hygiene concern, or otherwise exposed in a manner that makes them unsuitable for resale, except where applicable consumer law requires otherwise.

This may include, but is not limited to:

  • Hookahs / shishas;

  • Hookah mouthpieces and hoses;

  • Hookah bowls and other components that come into contact with the mouth or smoking materials;

  • Disposable mouth tips;

  • Consumable hookah products and accessories;

  • Charcoal and other consumable products; and

  • Other hygiene-sensitive smoking accessories.

Customers are therefore requested to carefully inspect the product before opening, assembling or using it.

If you have changed your mind about an eligible hygiene-sensitive product, please contact PHONEBOXX before opening or using the product so that we can determine whether it qualifies for a return.

Defective, Damaged or Incorrect Hookah Products

The hygiene restriction above does not remove any rights that cannot legally be excluded under South African consumer protection law.

If a hookah, accessory or consumable product is defective, damaged upon delivery, incorrectly supplied, unsafe, or materially different from what was ordered, please contact PHONEBOXX as soon as reasonably possible.

We may request photographs, videos, packaging information and other reasonable evidence to assess the issue and determine the appropriate remedy.

Where the product qualifies for a remedy under applicable South African consumer law, PHONEBOXX will provide the appropriate repair, replacement, refund or other remedy, as required by law.

Products will not be considered defective merely because a customer no longer wants the product, selected the incorrect model, colour or variation, or because of damage caused by misuse, incorrect assembly, accidental damage, normal wear and tear, or failure to follow the product's instructions.

Important: For hygiene and safety reasons, please do not use a hookah or hygiene-sensitive accessory if you believe it is defective, damaged or incorrect. Contact PHONEBOXX before use wherever reasonably possible.

10. Return Condition

Where a return is based solely on a change of mind, we ask that customers take reasonable care of the product while it is in their possession.

Where permitted by law, we reserve the right to consider the condition of returned goods when determining the appropriate refund where the product has been used, damaged, altered, or is missing components for reasons unrelated to a defect.

This does not apply in a manner that would unlawfully restrict a customer's rights in relation to defective or incorrectly supplied goods.

11. Missing Items or Components

If your order arrives with an item, accessory or component missing, please contact us promptly.

Please provide your order number, details of what is missing and photographs of the items and packaging received where reasonably possible.

Once verified, we may send the missing component, replace the product or provide another appropriate remedy.

12. How to Request a Return

To request a return, contact us at:

Email: [Email Address]
WhatsApp/Telephone: [Contact Number]

Please provide:

  • Your full name;

  • Order number;

  • Product being returned;

  • Reason for the return;

  • Description of any fault or problem; and

  • Photographs or videos where relevant.

Please do not send a product back until you have received the applicable return instructions from us.

13. Returning Your Product

Once your return request has been approved or acknowledged, we will provide instructions regarding where and how the product should be returned.

Please package the product securely.

Where the return is because the product is defective, damaged, incorrect or otherwise returnable at our risk and expense under applicable law, we will bear the applicable reasonable return costs.

For eligible change-of-mind returns, the direct cost of returning the goods may be the customer's responsibility.

14. Refunds

Once a returned product has been received and, where appropriate, assessed, we will process the applicable refund.

Approved refunds will generally be made using the original payment method, where reasonably possible.

Although we may process a refund promptly, banks, card issuers and payment providers may require additional processing time before the funds reflect in your account.

Where the statutory cooling-off right applicable to an electronic transaction is exercised, refunds will be handled within the time periods required by applicable law.

15. Original Delivery Charges

The treatment of original delivery charges will depend on the reason for the return and applicable law.

Where the return results from an error on our part, an incorrect product, or a qualifying defective product, we will apply the remedies and costs required by applicable consumer law.

For a voluntary or change-of-mind return, delivery and return costs may be treated differently where permitted by law.

16. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If the replacement product costs more than the original product, you will be required to pay the difference.

If it costs less, the applicable difference will be refunded where appropriate.

Exchanges remain subject to product availability and applicable consumer rights.

17. Sale and Promotional Products

Products purchased during a sale or promotion are not automatically excluded from our return policy merely because they were discounted.

Eligible defective products remain protected by applicable consumer legislation.

Change-of-mind returns remain subject to the requirements and exclusions contained in this policy.

18. Refused and Uncollected Deliveries

If an order is returned to us because the customer:

  • Provided an incorrect or incomplete delivery address;

  • Repeatedly failed to accept delivery;

  • Refused delivery without a legally valid reason; or

  • Failed to collect the parcel from an applicable collection point,

we may deduct reasonable delivery or return costs from any refund where permitted by law.

19. Refund Abuse and Fraud

We reserve the right to investigate suspected fraudulent or abusive return activity.

Examples may include deliberately returning a different product, returning an incomplete product, falsely claiming that an item was not received, tampering with a product before returning it, or repeatedly abusing our return process.

Where appropriate, we may refuse a return or refund that is not legally required, suspend an account, or take other reasonable action.

Nothing in this section limits legitimate consumer rights under South African law.

20. Cancelled Orders

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will attempt to stop the order before shipment. However, once an order has been dispatched, it may need to be handled as a return.

Any statutory cancellation or cooling-off rights remain unaffected.

21. Refunds for Unavailable Products

If we are unable to fulfil your order because a product is unavailable, we will notify you and provide the applicable refund in accordance with South African law.

22. Manufacturer Warranties

Certain products may include an additional manufacturer's warranty.

A manufacturer's warranty is separate from, and does not replace, any rights you may have under the Consumer Protection Act or other applicable legislation.

23. Our Commitment

We aim to handle all legitimate returns fairly, efficiently and transparently.

Nothing contained in this Refund & Return Policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or restricted under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.

24. Contact Us

If you have questions regarding a return, exchange or refund, please contact:

PHONEBOXX
Email: info@phonrboxx.co.za
Telephone/WhatsApp: 071 017 4040
Business Address: 06 Corwen Road Evans Park jhb 2091

We will endeavour to assist you as quickly as reasonably possible.