At Hermanus Office National, customer satisfaction matters. This policy explains when goods may be returned, exchanged, repaired, or refunded in line with South African consumer law.

Change-of-mind returns
If the wrong item was purchased or the customer changes their mind, a return may be accepted within 30 days, provided proof of purchase is supplied and the item is unused, in its original condition, and in its original packaging.

Change-of-mind returns do not apply to special-order stock that is not normally sold or stocked by the store.

Faulty or defective goods
If a product is defective, unsafe, or not of good quality, it may be returned within 6 months of purchase or delivery. In these cases, the customer may choose a repair, replacement, or refund as allowed by the Consumer Protection Act.

This includes goods that have been used, if the fault was not caused by misuse, abuse, negligence, accidental damage, or normal wear and tear.

If a product is repaired and the same fault is not fixed, or a further defect appears within 3 months after the repair, the item may be replaced or refunded.

Special-order stock
Special-order stock that is brought in on request and is not usually stocked by Hermanus Office National may not be returned or refunded where the customer simply changes their mind, ordered the incorrect item, or no longer wants the product.

This exclusion does not apply where the goods are defective, damaged, unsafe, or not the goods that were ordered.

Direct marketing and online sales
If goods were purchased as a result of direct marketing, the customer may cancel the transaction within 5 business days after the transaction or delivery by giving notice as required by law.

For online sales, supplier details and key transaction information must be made available to customers before checkout in terms of South African electronic transaction rules.