Refund policy

LINKS & CO (PTY) LTD

REFUND, RETURNS & CANCELLATION POLICY

Effective Date: 14 September 2026
Last Updated: 14 September 2026

1. Purpose

Links & Co (Pty) Ltd ("Links & Co", "we", "us" or "our") operates as a South African online retail and e-commerce reseller.

Products displayed on our website are sold directly by Links & Co to customers. We source products from established suppliers and approved third-party product providers and may use suppliers and fulfilment partners to assist with the processing and delivery of customer orders.

This Refund, Returns & Cancellation Policy explains the procedures and applicable consumer rights relating to cancellations, returns, replacements and refunds for purchases made through the Links & Co online store.

This policy is intended to operate in accordance with applicable South African legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.

2. Your Consumer Rights

Customers may have statutory rights relating to the cancellation, return, repair, replacement or refund of goods depending on the circumstances of the transaction.

These rights may arise under, among other things:

  • the ECTA's cooling-off provisions applicable to qualifying electronic transactions;

  • the CPA's implied warranty of quality;

  • the CPA's provisions relating to defective, unsafe or unsuitable goods;

  • goods that are incorrectly supplied or do not correspond with their description;

  • applicable direct-marketing cancellation rights; and

  • any additional voluntary return or exchange facility offered by Links & Co.

Where a statutory consumer right applies, nothing in this policy limits that right.

3. Cancellation Before Dispatch

Customers who wish to cancel an order before it has been dispatched should contact Links & Co as soon as possible.

Where an order has not yet been processed or dispatched, Links & Co will make reasonable efforts to cancel the order.

Where payment has already been received, any applicable refund will be processed in accordance with this policy and applicable South African law.

If an order has already been dispatched, the request may instead need to be handled as a return or statutory cancellation, depending on the circumstances.

Cancellation is not guaranteed once an order has entered the fulfilment or dispatch process.

4. ECTA Cooling-Off Right

For qualifying electronic transactions, section 44 of the ECTA provides a consumer with a statutory right to cancel the transaction without reason or penalty within seven days after the goods have been received, subject to the requirements and exclusions contained in the ECTA.

Where the consumer exercises this statutory right, the consumer may be responsible for the direct cost of returning the goods, where permitted by law.

Where payment has already been made, the applicable refund will be processed within the period prescribed by the ECTA.

The ECTA cooling-off right does not apply to every transaction. Statutory exclusions may include certain transactions involving:

  • goods made to the consumer's specifications;

  • personalised or customised goods;

  • goods which by their nature cannot reasonably be returned;

  • goods likely to deteriorate or expire rapidly;

  • unsealed audio or video recordings or computer software;

  • newspapers, periodicals, magazines and books;

  • certain foodstuffs, beverages and other goods intended for everyday consumption supplied to a home, residence or workplace; and

  • certain services or transactions excluded by the ECTA.

The applicable statutory exclusions will apply where relevant.

Important

The ECTA statutory cooling-off right is different from a voluntary change-of-mind return policy.

Where the statutory cooling-off right applies, Links & Co will not require the customer to provide a reason for exercising that right.

5. Direct Marketing

Where a purchase is subject to a statutory cancellation right arising from direct marketing, Links & Co will apply the relevant provisions of South African law.

A customer's statutory rights will not be removed merely because a voluntary return policy contains different conditions.

6. Defective or Faulty Products

Links & Co takes reasonable steps to ensure that products offered for sale are of the quality, safety, durability and functionality required by applicable South African law.

Under the CPA's implied warranty of quality, qualifying goods are generally subject to a six-month warranty period from the date of delivery, subject to the provisions and requirements of the CPA.

Where goods fail to satisfy the applicable statutory requirements, the customer may have the right to return the goods and select an applicable remedy, which may include:

  • repair;

  • replacement; or

  • refund.

The appropriate remedy will depend on the circumstances and applicable legislation.

The statutory warranty does not make Links & Co responsible for damage or defects caused by circumstances such as misuse, abuse, negligence, unauthorised alterations, accidents or use contrary to the product's instructions, where permitted by law.

7. Incorrect Product or Product Not as Described

Customers should contact Links & Co if they receive a product that:

  • is materially different from the product ordered;

  • does not correspond with its description;

  • is missing components or accessories advertised as included; or

  • has otherwise been incorrectly supplied.

Links & Co will investigate the issue and, where appropriate and required by law, arrange for:

  • the return or collection of the incorrect product;

  • delivery of the correct product;

  • replacement; or

  • refund.

Where the return is required because Links & Co supplied the wrong product, the applicable return arrangements will be handled by Links & Co in accordance with applicable law.

8. Products Damaged During Delivery

Customers should inspect their order as soon as reasonably practical after delivery.

If a product appears to have been damaged during delivery, customers should contact Links & Co as soon as possible and provide:

  • the order number;

  • photographs of the product;

  • photographs of the packaging, where available; and

  • a description of the damage.

Links & Co may request additional information where reasonably necessary to investigate the matter.

Where the product is defective, damaged or otherwise does not meet the applicable statutory requirements, Links & Co will arrange the appropriate remedy in accordance with South African law.

Customers should retain the original packaging until the matter has been resolved where reasonably possible.

9. Change-of-Mind Returns

A customer does not automatically have an unlimited statutory right to return every product simply because they have changed their mind.

However, where a statutory cooling-off right under the ECTA applies, the customer may exercise that right within the applicable statutory period without providing a reason.

Where the statutory cooling-off right does not apply, a change-of-mind return will only be available where Links & Co has expressly offered a voluntary return or exchange facility for the relevant product.

Any voluntary return conditions will be communicated on the applicable product page, checkout information, order documentation or other customer-facing information.

Where a voluntary return is offered, reasonable conditions may apply, including requirements concerning the condition of the product, packaging and accessories, provided that such conditions do not unlawfully restrict a customer's statutory rights.

10. Products Subject to Return Restrictions

Certain products may be excluded from statutory cooling-off rights or may have specific return requirements depending on their nature and the applicable law.

These may include, where legally applicable:

  • personalised or customised products;

  • goods manufactured according to customer specifications;

  • goods that cannot reasonably be returned because of their nature;

  • goods likely to deteriorate or expire rapidly;

  • certain food and consumable products;

  • certain opened hygiene or personal-care products;

  • unsealed software, audio or video products; and

  • other goods or transactions expressly excluded by South African legislation.

These exclusions do not remove a customer's statutory rights relating to defective, unsafe, incorrectly supplied or otherwise qualifying goods.

11. Condition of Goods for Voluntary Returns

Where a voluntary return is offered and no statutory return right applies, Links & Co may reasonably require that the product:

  • is unused;

  • has not been damaged through customer use;

  • is returned with its original packaging where reasonably applicable;

  • includes the relevant accessories, manuals and components; and

  • is accompanied by proof of purchase or the relevant order number.

These requirements do not override statutory consumer rights.

For example, a customer may need to open packaging to inspect a product or identify a defect. Opening packaging does not, by itself, remove a statutory right where applicable law provides such a right.

12. Return, Cancellation or Refund Request Process

Customers wishing to request a cancellation, return, replacement or refund should contact Links & Co using the customer-service details published on our website.

Where applicable, customers should provide:

Order Number:
Customer Name:
Product:
Reason for Request:
Photographs/Videos: Where applicable

Links & Co will assess the request and provide the customer with the appropriate next steps and return instructions.

Customers should not send products directly to a supplier, manufacturer, courier or other third-party address unless Links & Co has specifically instructed them to do so.

13. Return Costs

Responsibility for return costs depends on the reason for the return and the applicable legal requirements.

13.1 ECTA Cooling-Off Cancellation

Where a customer exercises a qualifying statutory cooling-off right under the ECTA, the customer may be responsible for the direct cost of returning the goods, as permitted by applicable law.

13.2 Defective, Incorrect or Damaged Goods

Where a return is required because goods are defective, incorrectly supplied, damaged or otherwise do not comply with applicable statutory requirements, Links & Co will arrange the appropriate return process in accordance with South African law.

Where Links & Co is responsible for the issue, the customer will not ordinarily be required to bear the applicable return cost, subject to the circumstances and applicable law.

13.3 Voluntary Change-of-Mind Returns

Where Links & Co offers a voluntary change-of-mind return that is not required by law, the customer may be responsible for the applicable direct return cost where this was clearly disclosed as part of the voluntary return conditions.

14. Refunds

Where a refund is approved or legally required, Links & Co will process the refund using an appropriate payment method and within the period required by applicable law.

Where reasonably possible, refunds will be made using the same payment method originally used by the customer.

The timing for the customer to receive the refunded funds may depend on the payment provider, banking institution or other financial service involved.

Links & Co will not intentionally delay a refund beyond the period permitted by applicable law.

Where a customer is entitled to a refund under the CPA, ECTA or another applicable law, the customer's statutory rights will prevail over any conflicting voluntary policy condition.

15. Exchanges and Replacements

Where a product qualifies for replacement under applicable law or where Links & Co voluntarily offers an exchange, Links & Co may arrange for the replacement of the product, subject to stock availability.

If the identical product is unavailable, Links & Co will communicate the available options to the customer and apply the remedy required by applicable law.

Customers should not purchase a replacement product separately unless instructed to do so by Links & Co.

16. Supplier and Fulfilment Partners

Links & Co may use suppliers, manufacturers, distributors, couriers and other fulfilment partners to source, prepare or deliver products.

These third parties assist Links & Co with fulfilling customer orders but do not replace Links & Co as the customer's point of contact for purchases made through the Links & Co online store.

Customers should therefore direct cancellation, return, replacement and refund requests to Links & Co unless otherwise instructed.

Links & Co will coordinate with the relevant supplier or fulfilment partner where necessary to resolve the customer's request.

17. Proof of Purchase

Links & Co may request reasonable proof of purchase when processing a return, replacement or refund.

This may include:

  • the order number;

  • order confirmation;

  • invoice;

  • payment confirmation; or

  • other reasonable information that allows Links & Co to identify the transaction.

A customer will not be required to provide information that is unnecessary to establish the relevant transaction or statutory right.

18. Fraudulent or Abusive Returns

Links & Co reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include situations involving:

  • materially false information;

  • fraudulent proof of purchase;

  • intentional damage to goods;

  • repeated abuse of voluntary return facilities; or

  • attempts to obtain refunds for goods that were not purchased from Links & Co.

Nothing in this section limits a customer's legitimate statutory consumer rights.

19. Customer Support

For assistance with cancellations, returns, replacements or refunds, customers should contact Links & Co using the customer-service contact details published on our website.

Please include your order number and relevant supporting information so that we can assist as efficiently as possible.

20. Changes to This Policy

Links & Co may update this policy from time to time to reflect changes to our business, products, fulfilment arrangements or applicable legislation.

The latest version will be published on the Links & Co website with the applicable effective or updated date.

Any change to this policy will not retrospectively remove a consumer right that has already accrued under applicable South African law.

21. Governing Law

This policy is governed by the laws of the Republic of South Africa.

Nothing in this policy is intended to exclude or limit any mandatory consumer protection right or remedy available to a customer under South African law.

Links & Co (Pty) Ltd
South Africa
Email: linksandco@outlook.com