Returns & Exchanges Policy

Policy version: 2026-08-28-owner-approved-v1

Customer change of mind or wrong item ordered

EPE offers a voluntary 30-calendar-day return window from delivery when an item was ordered in error or the customer changes their mind. There is no handling or restocking fee. The customer pays or arranges the actual return transport.

Unused, uninstalled, complete and reasonably resaleable.

Special-order/custom products may be excluded from the voluntary 30-day policy unless EPE expressly accepts the return. Installed products are not ordinarily eligible solely because the customer changed their mind.

Defective, unsafe or failed goods

There is no 24-hour eligibility deadline for defective, unsafe or failed goods. Where EPE is responsible for return transport, EPE pays that return transport and no handling or restocking fee applies. Depending on the circumstances, the available outcome can include refund, repair or replacement after assessment.

Wrong product or material misdescription

Where EPE supplied the wrong product, materially misdescribed it, or made the order error, EPE pays return transport and no handling fee applies. The customer may receive the correct replacement or an applicable refund.

Transit damage

Please report transit damage as soon as reasonably possible, preferably within 48 hours, because early notice helps EPE investigate the courier claim. A failure to report within 48 hours does not automatically remove legitimate rights. Please retain packaging where practical; parcel, label and item photographs may assist courier investigation.

Refunds and exchanges

EPE targets refund processing within 5 business days after returned goods have been received and assessed. Exchanges are available where stock exists. Store credit may be offered but is never forced instead of a monetary refund where the customer is legally entitled to one.

Consumer rights

Nothing in this policy limits rights under applicable South African consumer law. Where this policy conflicts with a mandatory legal right, the applicable law prevails.