Bulk Haven (Pty) Ltd – Exchange & Refund Policy

1. General Policy
Bulk Haven (Pty) Ltd operates as an online marketplace and does not store physical inventory. All products are sourced directly from third-party suppliers. Exchanges and refunds, are managed in accordance with both the Electronic Communications and Transactions Act (ECTA) and Consumer Protection Act (CPA), and are subject to the policies of the relevant supplier.

2. Cooling-Off Period (7-Day "No-Fault" Return)
In accordance with ECTA, customers may return goods within 7 calendar days of receiving them for a full refund, for any reason.
Conditions:

• Goods must be unused, unopened, and in original packaging.
• Return shipping costs are the responsibility of the customer.

3. Returns for Unsuitable or Misrepresented Goods (10 Business Days)
If goods are not as described, of unacceptable quality, or unsuitable for a specific purpose communicated at the time of purchase, customers have 10 business days to return them for a full refund.

• Products must be returned in original condition and packaging.
• The customer must notify Bulk Haven with evidence (e.g., photos or description) supporting the claim.

4. Defective Goods (CPA – 6-Month Window)
Customers have up to 6 months from the date of delivery to return defective, unsafe, or poor-quality goods under the CPA. The customer may choose a refund, replacement, or repair.

• After 6 months, warranty-related issues must be addressed directly with the manufacturer or supplier.

5. Refund Eligibility
To qualify for any return:

• Items must be unused, unwashed, and in original condition.
• Include proof of purchase (e.g., invoice or order number).
• Certain products are excluded (see section 8).

6. Refund Process

• Contact: Email sales@bulkhaven.co.za within the applicable return window.
• Wait for confirmation and Refund instructions.
• Package securely with all original accessories and tags.
• Shipping fees (unless due to supplier error or defect) are borne by the customer.

7. Supplier Resolution & Timeframes

• Bulk Haven liaises with the supplier to process your request.
• If approved, refunds are processed within 10 business days of supplier confirmation.
• For delays exceeding 15 business days, contact us for escalation.

8. Non-Returnable Products
The following items are excluded from returns (unless defective):

• Perishables (food, plants, flowers)
• Opened personal care items
• Custom/personalised products
• Software, games, DVDs/CDs once opened
• Alcohol, cigarettes, supplements
• Hazardous materials
• Mattresses, mattress protectors
• Gift cards, airtime, vouchers
• Items marked as “non-returnable”

9. Incorrect or Damaged Items
Report within 7 days of delivery. Include clear photos and a description.

• If validated, the supplier may offer a refund, repair, or replacement.

10. Warranty Claims

• For claims after 6 months, contact the supplier or manufacturer directly.
• If repairs take longer than 21 days, Bulk Haven may offer a credit or refund (subject to supplier approval).

11. Incorrect Return Handling
If an incorrect product is returned, Bulk Haven is not responsible for recovery. The customer must arrange re-collection if the supplier identifies a mismatch.

12. Collection and Shipping Fees

• Return costs are for the customer unless the item is faulty or sent in error.
• Failed collection attempts or supplier rejections may incur additional fees.

13. Direct Marketing Purchases
If goods were bought through direct marketing, customers may cancel within 5 days and return goods within 10 business days for a full refund, per the CPA.

14. Contact Information
For return queries, contact: sales@bulkhaven.co.za
We’ll coordinate with the relevant supplier and keep you updated.

15. Legal & Policy Updates
This policy aligns with ECTA and CPA requirements. It may be updated to reflect legal changes or supplier adjustments. Your continued use of our platform indicates agreement with the latest version.