REFUND & RETURNS POLICY

Last Updated: 13 June 2026

Returns of Defective Goods

If a product is defective, damaged, incorrect, or not fit for its intended purpose, customers may contact us within six (6) months of delivery in accordance with the Consumer Protection Act (CPA).

Customers may choose:

  • Replacement
  • Repair (where applicable)
  • Refund

To submit a claim, email: admin@choxfirelighters.co.za

Please include:

  • Order number
  • Description of issue
  • Supporting photographs if applicable

Cooling-Off Period for Online Purchases

In accordance with the Electronic Communications and Transactions Act (ECTA), customers may cancel an online order within seven (7) days after receiving the goods.

Conditions:

  • Product must be unused.
  • Product must be returned in original packaging where reasonably possible.
  • Return shipping costs are borne by the customer unless the product is defective.

Change of Mind Returns

Beyond the statutory cooling-off period, returns for change of mind are accepted at our discretion within fourteen (14) days of delivery.

Returned goods must:

  • Be unused
  • Be in original condition
  • Be suitable for resale
  • Return shipping costs are the responsibility of the customer.

Non-Returnable Items

Returns may not be accepted where:

  • Products have been used.
  • Products have been altered.
  • Damage resulted from misuse or improper storage.
  • Safety instructions were not followed.

Refund Processing

Approved refunds will be processed to the original payment method.
Typical processing times:

  • Return assessment: 2–5 business days
  • Refund processing: 3–10 business days

Lost Shipments

Where a shipment is confirmed lost by the courier, we will either:

  • Replace the order;
  • or Issue a full refund.

Contact

admin@choxfirelighters.co.za