Last Updated: 13 July 2026
At Taan’s Tuine, we want customers to receive the products they ordered in the expected condition and to have clear information about what to do when something goes wrong.
This Refunds and Returns Policy explains the circumstances in which products may be returned, exchanged, repaired or refunded, how to report damaged or incorrect orders, how cancellations are handled, and the responsibilities of Taan’s Tuine and its customers.
This Policy applies to products purchased directly from the Taan’s Tuine online store.
Nothing in this Policy is intended to exclude, restrict or replace any rights or remedies that a customer may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), where applicable.
Where a provision of this Policy conflicts with a mandatory right provided by applicable law, the applicable law will prevail.
Customers should inspect their order as soon as reasonably possible after delivery.
Please check that:
If your order arrives damaged, defective, incomplete or incorrect, please contact Taan’s Tuine as soon as reasonably possible after discovering the problem.
Prompt notification helps us investigate the issue, obtain relevant delivery information where necessary and provide an appropriate solution.
Except where applicable law provides otherwise, Taan’s Tuine does not generally accept returns merely because a customer has changed their mind, no longer wants a product, ordered the wrong product or would prefer a different product.
However, certain online transactions may qualify for a statutory cooling-off right under applicable South African law.
Where the cooling-off provisions of ECTA apply, a customer may cancel the relevant transaction within seven days after receiving the goods without reason and without penalty, subject to the customer being responsible for the direct cost of returning the goods.
Any statutory cooling-off right is subject to the exclusions and requirements provided by applicable law.
Nothing in this section limits any rights a customer may have where products are defective, unsafe, damaged, incorrectly supplied or otherwise fail to comply with applicable law.
Where you are legally entitled to return a product under an applicable cooling-off right, you must contact Taan’s Tuine within the required statutory period.
Products returned under a cooling-off right should:
You may be responsible for the direct cost of returning the goods where permitted by applicable law.
Please contact us before sending a return so that we can provide the appropriate return instructions.
Do not send products to a courier, supplier, agent or other location without first receiving return instructions from Taan’s Tuine.
Customers have rights under South African consumer protection law regarding the quality, safety and performance of goods.
Where applicable, products supplied by Taan’s Tuine must be reasonably suitable for the purposes for which they are generally intended, of good quality, in good working order, free of defects and usable and durable for a reasonable period, having regard to the nature and normal use of the product and all relevant circumstances.
If you believe that a product is defective, unsafe or does not meet the quality standards required by applicable law, please contact us.
We may request:
We may need to inspect or arrange the return of the product before determining the appropriate remedy.
Subject to the CPA and any applicable exclusions, customers may return goods within six months after delivery where the goods fail to satisfy the requirements and standards contemplated by the CPA.
Where this statutory right applies, the customer may be entitled to require Taan’s Tuine to repair or replace the defective goods or refund the price paid, subject to the provisions of applicable law.
The remedy will be handled in accordance with the customer’s statutory rights and the circumstances of the particular case.
If goods are repaired and the defect is not remedied, or a further failure, defect or unsafe feature is discovered within three months after the repair, the further rights provided by the CPA may apply.
Nothing in this Policy limits these statutory rights.
If your order is delivered with visible or suspected damage caused during transport, please contact Taan’s Tuine as soon as reasonably possible.
Where possible, please provide:
Please keep the damaged product and packaging until we have completed our initial assessment or provided further instructions.
Do not dispose of a damaged product or its packaging before contacting us where doing so may prevent us from reasonably investigating the claim.
Once the matter has been assessed, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.
If you receive:
please contact Taan’s Tuine as soon as reasonably possible.
Please provide your order number and enough information for us to investigate the issue.
Photographs may be requested where reasonably necessary.
Where Taan’s Tuine supplied an incorrect product or failed to supply part of an order, we will investigate and arrange an appropriate solution.
Depending on the circumstances, this may include:
Customers will not be required to bear reasonable return costs caused solely by Taan’s Tuine supplying an incorrect product.
Taan’s Tuine is not responsible for damage, deterioration or failure caused by circumstances including:
Any product-specific pamphlets, warnings, instructions or care information supplied with a product should be read and followed.
This section does not exclude liability where doing so would be prohibited by applicable law.
Some products may be offered in different colours, sizes or other variations.
Customers are responsible for selecting the correct available product option before completing an order.
We make reasonable efforts to display product images and colours accurately. However, the appearance of colours may vary depending on photography, lighting conditions, screen settings and the device used to view the website.
Minor visual differences that do not constitute a defect, incorrect product or material misrepresentation do not automatically entitle a customer to a refund.
This section does not limit any rights relating to goods that materially differ from their description, sample or representation.
Before returning any product, please contact Taan’s Tuine.
You can contact us using:
Email: info@taanstuine.co.za
Telephone / WhatsApp: 083 769 7740
Please provide:
We will review your request and provide further instructions.
Products must not be sent back without return instructions.
Sending a product back without contacting Taan’s Tuine does not automatically mean that the return has been accepted or that a refund is due.
Responsibility for return delivery costs depends on the reason for the return and applicable law.
Where a return is required because Taan’s Tuine supplied defective goods, an incorrect product, or goods damaged in circumstances for which Taan’s Tuine is legally responsible, reasonable return costs will be handled in accordance with applicable law.
Where a customer exercises an applicable statutory cooling-off right under ECTA, the customer may be responsible for the direct cost of returning the goods, as permitted by law.
Where Taan’s Tuine agrees to accept a return that is not required by law and the reason for the return is not attributable to Taan’s Tuine, the customer may be responsible for return delivery costs.
The applicable return arrangements will be communicated before the product is returned.
Customers must take reasonable care of products while they are in their possession.
Returned products should include all components, accessories and other items originally supplied with them where applicable.
Customers should package products appropriately to reduce the risk of damage during return transportation.
Where a product is returned under a statutory right, the return will be handled in accordance with applicable law.
Taan’s Tuine reserves the right to investigate products that show evidence of misuse, intentional damage, unauthorised modification or another circumstance that may lawfully affect the customer’s entitlement to a remedy.
Where appropriate, returned products may be inspected before a return request is finalised.
The purpose of the inspection may include confirming:
An inspection does not remove or limit any rights provided to customers under applicable law.
We will communicate the outcome of the assessment and the next steps to the customer.
Where a refund is legally required or otherwise approved by Taan’s Tuine, we will process the refund using an appropriate method.
Where reasonably possible, refunds will be made to the original payment method used for the transaction.
The time taken for a refund to appear in your account may depend on the payment provider, financial institution and payment method.
Taan’s Tuine is not responsible for processing delays caused solely by banks or payment service providers after a refund has been correctly initiated.
Where a transaction qualifies for cancellation under an applicable statutory cooling-off right, the refund will be processed within the period required by applicable law.
Refunds will be handled in South African rand (ZAR), unless applicable law requires otherwise.
Whether original delivery charges are refundable depends on:
We will not automatically refund delivery charges where the customer is responsible for the return and applicable law does not require the original delivery charge to be refunded.
Any legally required refund of delivery charges will be honoured.
Taan’s Tuine does not guarantee that exchanges will always be available.
Where an exchange is requested and legally required or voluntarily approved, the exchange is subject to:
If an approved replacement product is unavailable, another appropriate remedy may be offered or provided in accordance with applicable law.
Customers should not place a second order as a replacement for an expected exchange unless they wish to complete a separate purchase.
If you wish to cancel an order before it has been dispatched, please contact Taan’s Tuine as soon as possible.
We will make reasonable efforts to stop processing and dispatch where the order has not yet been handed over for delivery.
Cancellation is not guaranteed once order processing or fulfilment has progressed to a stage where it cannot reasonably be stopped.
Where an order is successfully cancelled, any refund due will be processed in accordance with applicable law and the payment method used.
This section does not limit any statutory cancellation or cooling-off rights that may apply.
If an order has already been dispatched, it may not be possible to stop delivery.
The customer may need to receive the order and follow the applicable returns process.
Any return costs, refund rights and other arrangements will depend on the reason for cancellation, applicable statutory rights and the circumstances of the order.
Please contact us before refusing delivery or attempting to return a dispatched order.
Products purchased on sale, with a discount code or as part of a promotion remain subject to applicable South African consumer protection law.
A discounted price does not remove a customer’s statutory rights regarding defective, unsafe, damaged or incorrectly supplied products.
Where a product was expressly sold at a reduced price because of a specific defect that was clearly disclosed to and accepted by the customer before purchase, the disclosed defect will be handled in accordance with applicable law.
Refunds for approved returns will be based on the amount actually paid by the customer for the affected product, subject to applicable law.
Where products are purchased as part of a bundle, package or multi-product promotion, the appropriate return and refund treatment will depend on:
Where a refund is due for only part of a discounted bundle, the refund amount may be calculated by reasonably allocating the actual purchase price paid across the affected products, where permitted by law.
Any statutory consumer rights remain unaffected.
Certain products may be supplied with their own instructions, warnings, care information or pamphlets.
Customers should read and follow all information supplied with a product.
Product-specific information may contain important guidance about:
Failure to follow relevant instructions may affect whether product damage or failure is attributable to a defect in the product.
Nothing in product-specific instructions or pamphlets may exclude or restrict rights that cannot lawfully be excluded under South African law.
Refunds are generally processed in relation to the original transaction and the person who placed the order.
Where a product was purchased as a gift, the recipient should contact Taan’s Tuine for assistance.
We may require information from or authorisation by the original purchaser before disclosing order information, processing a refund or making changes to the transaction.
This requirement helps us protect customer privacy and prevent fraud.
We may request reasonable proof that a product was purchased from the Taan’s Tuine online store before processing a return, refund, replacement or other remedy.
Acceptable proof may include:
The absence of one particular document will not automatically prevent a customer from exercising a statutory right where the transaction can reasonably be verified by another method.
Taan’s Tuine may investigate suspected fraudulent, dishonest or abusive return claims.
This may include circumstances involving:
We may refuse claims that are fraudulent or otherwise invalid, subject to applicable law.
Where appropriate, suspected unlawful conduct may be reported to relevant authorities or service providers.
Personal information provided in connection with returns, refunds, replacements, complaints and customer service requests will be processed in accordance with the Taan’s Tuine Privacy Policy and applicable data-protection law.
We may process information necessary to:
For further information, please refer to our Privacy Policy.
If you are dissatisfied with the handling of a return, refund, defective product or other issue covered by this Policy, please contact Taan’s Tuine and provide the relevant order details and a clear explanation of your concern.
We will review the matter and respond in accordance with applicable law and the circumstances of the case.
Nothing in this Policy prevents a customer from using any complaint process, consumer-protection body, ombud scheme, court or other remedy available under applicable South African law.
Taan’s Tuine may update this Refunds and Returns Policy from time to time to reflect:
The current version of this Policy will be published on the Taan’s Tuine website with the applicable “Last Updated” date.
Changes will not remove rights that customers already have under applicable law.
For return requests, damaged products, incorrect orders, cancellations, refund enquiries or questions about this Policy, please contact:
Taan’s Tuine
Email: info@taanstuine.co.za
Telephone / WhatsApp: 083 769 7740
Please include your order number and enough information for us to identify and assist with your request.
