Refund policy

RICH MALUME Refund & Returns Policy

Last updated: April 2026

Our Commitment At RICH MALUME, every purchase is backed by fair, transparent service. This policy is designed to protect both you as a customer and us as a business.

1. CPA 5-Day Return Window In accordance with the South African Consumer Protection Act (CPA), customers who purchased online have the right to return goods within 5 business days of delivery for a full refund, no questions asked. No restocking fee applies during this window.

2. RICH MALUME Return Window (Day 6–21 Business Days) After the CPA window, we accept returns within 15–21 business days of delivery, subject to the following conditions:

  • Item is unused and in original packaging
  • All accessories, cables, and documentation are included
  • The device shows no signs of physical damage or tampering

Returns meeting these conditions are subject to a 20% restocking fee (see Section 4).

3. Pre-Owned & Inspected Devices All pre-owned devices sold by RICH MALUME are inspected and certified prior to sale. An inspection report is issued at the time of purchase documenting the device's condition.

If a fault arises after purchase:

  • Within 5 business days — Full exchange or refund, no restocking fee, as per CPA rights
  • Day 6 onwards — We will assess whether the fault is pre-existing (our liability) or caused by use/damage (customer liability). Assessment takes up to 5 business days. If the fault is confirmed as pre-existing, we will repair or replace the device at no cost. If the fault is found to be customer-caused, the return or exchange will not be approved.
  • Proof of condition — The inspection report issued at sale serves as the baseline. Any damage not recorded on that report is considered post-sale.

4. Restocking Fee A 20% restocking fee is deducted from all approved refunds outside the CPA window. This fee covers inspection, repackaging, and restoring the item to sellable condition.

Example: On a R15,000 device, a R3,000 restocking fee applies — refund issued is R12,000.

The restocking fee is waived if:

  • The return falls within the 5-day CPA window
  • The item is confirmed defective due to a pre-existing fault
  • The wrong item was delivered

5. Non-Returnable Items The following are not eligible for return or exchange:

  • Items with physical damage, water damage, or signs of tampering
  • Opened software or digital products
  • Donation add-ons ("Help Give a Child School Shoes" / "Gift a School Shoe")
  • Items returned without original packaging or accessories

6. Refund Processing Approved refunds are processed within 15–21 business days to your original payment method, after deduction of any applicable restocking fee.

7. Return Shipping Return shipping is the customer's responsibility unless the item is defective or incorrectly sent. We recommend a trackable courier service. RICH MALUME is not liable for lost return shipments.

8. Contact Us To initiate a return or exchange: 📧 returns@richmalume.co.za

Please include your order number, a description of the issue, and photos where applicable.