Refund policy

PIP & PEBBLE RETURNS, REFUNDS AND EXCHANGES POLICY

Last Updated: [Insert Date]

This Returns, Refunds and Exchanges Policy applies to all purchases made from Pip & Pebble ("Pip & Pebble", "we", "our", "us").

This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

Nothing in this policy limits, excludes, or replaces any rights that consumers may have under applicable South African law.

1. Child Safety Product Notice

Pip & Pebble products are designed to assist parents and caregivers in supervising children. Our child safety harnesses are not a substitute for proper adult supervision.

Customers are responsible for:

  • Reading and following all instructions and warnings provided with the product.
  • Ensuring the harness is suitable for the child's age, size, weight, and developmental stage.
  • Inspecting the product before each use.
  • Using the product only for its intended purpose.

Pip & Pebble shall not be liable for injury, loss, or damage resulting from misuse, incorrect fitting, unauthorized modifications, failure to follow instructions, normal wear and tear, or use contrary to the product guidelines.

2. Change-of-Mind Returns

Subject to applicable law, Pip & Pebble does not provide refunds, exchanges, or store credits where a customer:

  • Changes their mind;
  • Orders the incorrect item;
  • No longer requires the product;
  • Finds the item elsewhere at a different price; or
  • Fails to review the product description before purchase.

Where Pip & Pebble agrees to accept a change-of-mind return, such acceptance is entirely at our discretion and subject to:

  • The return request being made within 14 days of delivery;
  • Prior written approval from Pip & Pebble;
  • The item being unused, unwashed, undamaged, and in original resaleable condition;
  • All original packaging, labels, instructions, accessories, and tags being included.

Original shipping costs are non-refundable.

Customers are responsible for all return shipping costs relating to change-of-mind returns.

3. Hygiene and Safety Products

Because our products are intended for use by children and may be affected by use, handling, washing, contamination, or improper storage, Pip & Pebble reserves the right to refuse returns of products that:

  • Have been used;
  • Have been washed;
  • Show signs of wear;
  • Have damaged or missing packaging;
  • Have had safety labels, warnings, tags, or instructions removed; or
  • Are not in a condition suitable for resale.

This clause does not affect any rights a consumer may have in relation to defective goods under the CPA.

4. Damaged, Incorrect or Missing Items

Customers must inspect all orders upon delivery.

If an order arrives:

  • Damaged;
  • Incomplete; or
  • Containing incorrect items,

customers must notify Pip & Pebble within 48 hours of delivery and provide:

  • Proof of purchase;
  • Photographs of the issue; and
  • A description of the problem.

Failure to report delivery-related issues within a reasonable time may affect our ability to investigate and resolve the claim.

5. Defective Products and CPA Warranty Rights

Under the Consumer Protection Act, consumers are entitled to certain protections regarding defective goods.

If a Pip & Pebble product:

  • Is unsafe;
  • Contains a manufacturing defect;
  • Fails prematurely under normal intended use; or
  • Does not meet the standards reasonably expected of such products,

the consumer may exercise their rights under the CPA.

Pip & Pebble reserves the right to inspect and test any returned product to determine whether the issue is the result of:

  • A manufacturing defect; or
  • Misuse, abuse, negligence, accidental damage, unauthorized modification, improper storage, improper use, or normal wear and tear.

The following are not considered manufacturing defects:

  • Damage caused by chewing, pulling, twisting, or excessive force;
  • Cuts, abrasions, tears, or punctures after delivery;
  • Damage caused by pets;
  • Damage resulting from washing contrary to care instructions;
  • General wear and tear from normal use;
  • Cosmetic deterioration that does not affect product functionality.

6. Proof of Purchase

All refund, return, replacement, warranty, or exchange requests require valid proof of purchase.

Pip & Pebble reserves the right to refuse claims where proof of purchase cannot be provided.

7. Return Authorisation Process

Before returning any item, customers must contact Pip & Pebble at:

Email: [Insert Email Address]

Returns sent without prior approval may be refused and returned to the sender at the sender's expense.

8. Return Shipping Costs

Unless otherwise required by law:

  • Customers are responsible for all shipping costs relating to change-of-mind returns.
  • Customers bear the risk of loss or damage while returning goods.
  • We recommend using a tracked courier service.

Pip & Pebble is not responsible for returns lost or damaged in transit.

9. Online Sales Cooling-Off Rights

Where South African law grants consumers a statutory cooling-off period for online purchases, consumers may exercise those rights in accordance with applicable legislation.

Returned items must be returned in substantially the same condition in which they were received.

10. Refund Processing

Approved refunds will be processed to the original payment method used for the purchase whenever reasonably possible.

Pip & Pebble may decline requests for cash refunds where payment was made by card or electronic payment method.

Refund processing times may vary depending on payment providers and financial institutions.

11. Fraudulent or Abusive Claims

Pip & Pebble reserves the right to refuse any refund, replacement, exchange, or warranty claim where we reasonably believe:

  • The claim is fraudulent;
  • False information has been provided;
  • The product has been intentionally damaged;
  • The product has been altered, repaired, or modified without authorization;
  • The product was not purchased from Pip & Pebble.

12. Limitation of Liability

To the fullest extent permitted by South African law, Pip & Pebble's liability is limited to the remedies available under the Consumer Protection Act.

Pip & Pebble shall not be liable for any indirect, consequential, incidental, special, or economic loss arising from the use of its products, including but not limited to:

  • Loss of income;
  • Loss of profits;
  • Loss of business opportunities; or
  • Third-party claims,

except where such liability cannot lawfully be excluded.

13. Contact Us

For returns, exchanges, warranty claims, or product-related enquiries, please contact:

Pip & Pebble
Email: [Insert Email]
Website: [Insert Website]
Business Hours: [Insert Hours]

Important Safety Warning: Pip & Pebble child safety harnesses are designed as an aid to parental supervision and are not intended to replace active adult supervision at any time. Children using the product must remain under the direct supervision of a responsible adult.