Terms of service

DUNEX RETURN & REFUND POLICY

Effective Date: 25 July 2026

Thank you for shopping with DUNEX. We are committed to providing high-quality camping and outdoor products. This Return & Refund Policy is designed to comply with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable South African laws. Nothing in this policy limits or excludes any rights you may have under South African law.

1. Eligibility for Returns

To qualify for a return, the product must:

  • Be accompanied by proof of purchase.

  • Be returned in its original packaging where reasonably possible.

  • Include all accessories, manuals, and components supplied with the product.

  • Not show signs of misuse, abuse, or accidental damage.

  • Meet the conditions set out in this policy.

2. Change of Mind Returns

If you purchased your item online and simply changed your mind:

  • You must notify DUNEX within 7 days of receiving your order.

  • The item must be unused, unassembled, and in a resalable condition.

  • The customer is responsible for all return shipping costs.

  • Original delivery charges are non-refundable unless required by law.

  • Refunds will only be processed once the returned item has been inspected and approved.

DUNEX reserves the right to reduce the refund where the item has been used beyond what is reasonably necessary to inspect it, as permitted by law.

3. Faulty or Defective Products

If your product is defective, unsafe, or does not perform as reasonably expected under normal use, you may be entitled to a repair, replacement, or refund in accordance with the Consumer Protection Act.

DUNEX may inspect the product to determine whether:

  • the fault is due to a manufacturing defect; or

  • the damage resulted from misuse, negligence, accidental damage, improper installation, unauthorized modification, or normal wear and tear.

Where a manufacturing defect is confirmed, DUNEX will provide an appropriate remedy as required by South African law.

4. Items That Cannot Be Returned

To the fullest extent permitted by law, returns will not be accepted for:

  • Products damaged through misuse or abuse.

  • Products modified or repaired by unauthorized persons.

  • Damage caused by improper charging or incorrect electrical supply.

  • Water damage where the product is not specifically advertised as waterproof.

  • Damage caused by fire, excessive heat, chemicals, or impact.

  • Normal wear and tear.

  • Clearance, final sale, or discontinued items marked as non-returnable.

  • Personalized or custom-made products unless defective.

  • Products missing parts or accessories supplied with the original purchase.

5. Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If you receive:

  • the wrong product;

  • a damaged product; or

  • a parcel with missing items,

you must notify DUNEX within 48 hours of delivery by providing:

  • your order number;

  • photographs of the packaging;

  • photographs of the product; and

  • a description of the issue.

Failure to report transport damage promptly may affect courier claims.

6. Return Authorization

Products must not be returned without prior approval from DUNEX.

To request a return, please provide:

  • Order number

  • Full name

  • Contact details

  • Reason for return

  • Photographs where applicable

Returns sent without authorization may be refused.

7. Return Shipping

Unless otherwise required by South African law:

  • Customers are responsible for return courier costs for change-of-mind returns.

  • Customers are responsible for safely packaging returned items.

  • DUNEX is not responsible for products lost or damaged during return transit.

Where a verified manufacturing defect exists, DUNEX will arrange or reimburse reasonable return shipping costs where legally required.

8. Inspection of Returned Products

Every returned product is inspected before any refund, replacement, or repair is approved.

A return may be declined if:

  • the product has been used excessively;

  • parts or accessories are missing;

  • the damage occurred after delivery;

  • the defect resulted from misuse rather than manufacturing.

9. Refunds

If a refund is approved:

  • It will be issued to the original payment method.

  • Refunds are processed within 5–10 business days after approval.

  • Processing times may vary depending on your bank or payment provider.

  • Shipping charges are only refundable where required by law.

10. Exchanges

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

If the replacement product has a higher value, the customer must pay the difference.

If it has a lower value, the balance will be refunded where applicable.

11. Order Cancellations

Orders may only be cancelled before they have been dispatched.

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

12. Failed Deliveries

If a parcel is returned because:

  • an incorrect delivery address was supplied;

  • nobody was available to accept delivery after reasonable courier attempts; or

  • the parcel was not collected,

the customer may be responsible for:

  • return courier charges;

  • re-delivery costs; and

  • reasonable handling fees where permitted by law.

13. Outdoor Product Disclaimer

DUNEX products are designed for camping and outdoor use but are not indestructible.

The following are not considered manufacturing defects:

  • accidental damage;

  • weather-related damage;

  • misuse or neglect;

  • improper storage;

  • unauthorized modifications;

  • failure to follow operating instructions;

  • damage caused by improper charging or power sources.

14. Limitation of Liability

To the fullest extent permitted by South African law, DUNEX shall not be liable for indirect, incidental, or consequential losses arising from misuse of its products or failure to follow the supplied instructions.

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

15. Contact Us

For any return or refund enquiries, please contact:

DUNEX Customer Support

Email: dunex2026@outlook.com

Please include your order number in all correspondence to help us assist you as quickly as possible.