Refund policy

DUNEX Returns & Refund Policy

Effective Date: 25 July 2026

This Returns & Refund Policy applies to all purchases made from DUNEX through our Shopify store. It is intended to comply with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and all other applicable South African laws. Nothing in this policy limits or excludes any rights that consumers have under South African law.

1. Our Commitment

At DUNEX, we aim to supply quality products that meet your expectations. If there is a problem with your order, we will work with you to resolve it in accordance with South African consumer law.

2. Change of Mind Returns (Online Orders)

Because DUNEX sells products online, customers may have certain cancellation rights under the Electronic Communications and Transactions Act (ECTA).

If you wish to return an item because you have changed your mind:

  • You must notify DUNEX within 7 days after receiving the goods.
  • The item must be:
    • unused;
    • unassembled;
    • complete with all accessories;
    • in its original packaging where reasonably possible;
    • in a condition suitable for resale.
  • You are responsible for the direct cost of returning the item to us.
  • Original delivery charges are non-refundable unless required by law.
  • Refunds will only be processed after the returned goods have been inspected.

DUNEX reserves the right to reduce the refund if the goods have been handled beyond what is reasonably necessary to determine their nature, characteristics or functionality, where permitted by law.

3. Products That Cannot Be Returned

To the fullest extent permitted by South African law, DUNEX does not accept returns for:

  • Products damaged through misuse, abuse or negligence.
  • Goods altered, modified or repaired by anyone other than DUNEX or an authorised service provider.
  • Items damaged through incorrect installation or failure to follow instructions.
  • Normal wear and tear.
  • Consumable items.
  • Clearance, final sale or discontinued products clearly marked as non-returnable.
  • Custom-made, personalised or specially ordered products unless defective.
  • Products returned without all included accessories where this affects resale value.

4. Faulty or Defective Products

If your product is defective, unsafe or fails to perform as reasonably expected, you may be entitled to the remedies provided under the Consumer Protection Act.

Where applicable under the CPA, you may request:

  • repair;
  • replacement; or
  • a refund.

These rights apply in accordance with South African law and cannot be excluded by this policy.

5. Incorrect or Damaged Deliveries

Please inspect your order immediately upon delivery.

If you receive:

  • the wrong item;
  • an item damaged during transport; or
  • an item with missing parts,

you must notify DUNEX within 48 hours of delivery and provide:

  • your order number;
  • photographs of the packaging;
  • photographs of the product; and
  • a description of the issue.

Failure to report transit damage promptly may affect our ability to claim against the courier.

6. Return Approval

Do not send products back without prior authorisation.

To request a return, contact DUNEX customer support with:

  • Order number
  • Full name
  • Reason for return
  • Photographs (where applicable)

If approved, you will receive return instructions.

Unauthorised returns may be refused.

7. Return Shipping

Unless South African law provides otherwise:

  • Customers are responsible for return courier costs for change-of-mind returns.
  • DUNEX is not responsible for returns lost or damaged during return shipping.
  • Customers should use a tracked courier service.

If the return is due to our error or a verified manufacturing defect, DUNEX will arrange or reimburse reasonable return shipping costs where required by law.

8. Inspection of Returned Goods

All returned items are inspected before refunds or replacements are approved.

DUNEX may refuse a return where:

  • the item has been used beyond reasonable inspection;
  • parts or accessories are missing;
  • the product has been damaged after delivery;
  • the fault resulted from misuse rather than a manufacturing defect.

9. Refunds

Once the returned goods have been inspected and approved:

  • Refunds are processed to the original payment method.
  • Processing times may vary depending on your bank or payment provider.
  • Shipping charges are only refunded where required by law.
  • Any lawful deductions permitted under the CPA or ECTA may apply.

10. Exchanges

Where stock is available, DUNEX may offer an exchange instead of a refund.

If the replacement product costs more, you must pay the difference.

If it costs less, the balance will be refunded where applicable.

11. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it will be treated as a return request under this policy and applicable South African law.

12. Non-Delivery

If a parcel is returned to DUNEX because:

  • the customer supplied an incorrect address;
  • delivery could not be completed after reasonable attempts;
  • the parcel was not collected where collection was required,

the customer may be responsible for:

  • return shipping costs;
  • re-delivery charges; and
  • any applicable handling fees permitted by law.

13. Camping & Outdoor Equipment

Camping and outdoor products are designed for outdoor use but are not indestructible.

The following are not considered manufacturing defects:

  • damage caused by weather;
  • accidental damage;
  • misuse;
  • overloading;
  • improper storage;
  • exposure to fire;
  • improper charging;
  • water damage where products are not advertised as waterproof.

Customers should always follow the supplied product instructions.

14. Limitation of Liability

To the fullest extent permitted by South African law, DUNEX shall not be liable for:

  • indirect or consequential losses;
  • loss of profits;
  • loss of enjoyment;
  • damage arising from misuse;
  • damage caused by failure to follow instructions;
  • damage resulting from unauthorised repairs or modifications.

Nothing in this policy excludes liability where exclusion is prohibited by law.

15. Contact Us

For all return requests, please contact:

DUNEX Customer Support

Email: dunex2026@outlook.com

Please include your order number in all correspondence.

Why this policy offers strong protection

This version is drafted to:

  • Comply with the Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA) without attempting to waive consumers' statutory rights.
  • Make customers responsible for return shipping on lawful change-of-mind returns.
  • Require return authorisation before goods are sent back.
  • Allow inspection of returned goods before refunds.
  • Exclude misuse, accidental damage, unauthorised modifications, and normal wear and tear from warranty claims where legally permissible.
  • Protect DUNEX against losses arising from incorrect delivery information, uncollected parcels, or customer-caused damage.