Returns & Refunds Policy

Last updated: 19 October 2026

BucklePup is operated by [legal business name], trading as BucklePup.

This policy applies to products purchased directly from our online store in South Africa. It explains when goods may be returned, how we assess reported problems, and how refunds are handled.

Nothing in this policy excludes or limits any right or remedy available under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), or other applicable South African law. Where a provision of this policy conflicts with a mandatory legal requirement, that requirement takes precedence.

1. Requesting a return

Contact [support email address] and provide:

• Your order number or other reasonable proof of purchase.

• The product you wish to return.

• A description of any fault, damage or delivery issue.

• Your preferred remedy, where applicable.

Photographs or a short video may help us resolve a reported problem more quickly. They are not an absolute requirement for exercising a statutory right.

You do not need to provide a reason when exercising an applicable cooling-off right.

Please contact us before dispatching your return so we can provide the correct address and appropriate arrangements. Your statutory rights do not depend on receiving prior approval or a return-authorisation number.

2. Seven-day cooling-off period for online purchases

Where section 44 of ECTA applies, you may cancel your online purchase without giving a reason or paying a cancellation penalty within seven days after receiving the goods.

Notify us in writing within that period and make arrangements to return the goods.

For a qualifying cooling-off cancellation:

• You are responsible only for the direct cost of returning the goods.

• We will not charge a restocking, administration or cancellation fee.

• We will refund the payment for the cancelled purchase. Where the entire order is cancelled, this includes the original delivery charge.

• We will make the refund within 30 days of cancellation, as required by ECTA.

Please take reasonable care of the product while it is in your possession and return it with its supplied components. Opening the packaging to inspect the product does not, by itself, remove your statutory rights.

3. Defective, unsafe or failed products

If a product fails to meet the quality standards required by the CPA within six months after delivery, you may return it without penalty and at BucklePup’s risk and expense.

Where section 56 of the CPA applies, you may choose a repair, replacement or refund of the product’s purchase price. We will not require you to accept a repair or store credit instead of a refund to which you are legally entitled.

We may reasonably inspect the product to establish the nature and cause of the reported problem. We will handle assessments promptly and explain the outcome.

If we repair a product and, within three months after that repair, the original problem remains unresolved or a further failure, defect or unsafe feature is discovered, we will provide a replacement or refund as required by the CPA.

Original packaging is not required for a valid statutory defect claim. The expiry of the six-month period does not automatically extinguish every other right or remedy available under applicable law.

4. Incorrect, incomplete or damaged orders

Please contact us as soon as reasonably possible if:

• You receive the wrong product.

• Your order is missing an item or supplied component.

• Your product arrives damaged.

Where practical, retain the packaging and provide photographs to assist our investigation. Failure to report an issue within 24 or 48 hours does not automatically remove your statutory rights.

Where BucklePup is responsible for the incorrect, incomplete or damaged delivery, we will provide the appropriate remedy and cover the necessary return and replacement delivery costs.

5. Suitability and compatibility

Please review the product description, dimensions, compatibility information and fitting instructions before purchasing.

If you communicated a particular purpose to us before purchase and reasonably relied on our advice, you may be entitled to return a product that is unsuitable for that purpose within 10 business days after delivery, subject to the requirements of the CPA.

Your statutory rights concerning products that do not match their description, or that fail to meet applicable quality standards, remain unaffected.

6. Wear, misuse and damage after delivery

The statutory warranty is not an unconditional guarantee against every form of damage.

A defect claim may be declined where a reasonable assessment establishes that the reported damage was caused by chewing, cutting, misuse, improper installation, unauthorised alterations, inappropriate cleaning, or use contrary to clear and reasonable product instructions, rather than a defect or failure for which BucklePup is legally responsible.

Ordinary wear consistent with the product’s age, use and reasonably expected durability is not, by itself, a manufacturing defect. Premature deterioration during normal use will be assessed on its merits.

We will not reject a claim merely because the product has been used.

If the webbing, stitching, buckle, adjuster or clip appears damaged or unsafe, stop using the product and contact us.

7. Assessment and return arrangements

We may request reasonable proof that the item was purchased from BucklePup. An original receipt is not the only acceptable proof of purchase.

Please return the actual item purchased, together with its supplied components, and package it securely. Use the original packaging if available and retain proof of dispatch.

For returns that BucklePup must fund, please allow us to arrange collection or agree on a reasonable courier method with you. Any disagreement about transport arrangements will be handled without removing your statutory rights.

Where an assessment indicates that a claim falls outside your statutory rights, we will explain the reasons and any proposed next steps. You may dispute our findings.

We will not carry out a chargeable repair, impose an assessment charge or arrange paid redelivery without first disclosing the proposed cost and obtaining your agreement, where such a charge is legally permitted.

An inspection or administrative process will not be used to extend an applicable statutory refund deadline.

8. Refunds, discounts and bundles

Refunds will normally be made to the original payment method. If this is not possible, we will agree on a suitable alternative with you.

We will provide confirmation once the refund has been processed. Your bank or payment provider may require additional time to reflect it in your account.

Refunds are based on the amount actually paid for the affected goods. Sale items and bundle purchases retain their statutory protections.

For a partial bundle return, we will explain how the discounted purchase price is allocated to the returned item. We will not impose a retrospective penalty, withdraw a discount or deduct previously free delivery merely because you exercise a statutory right.

Store credit will not replace a legally required monetary refund without your agreement.

9. Other statutory cancellation rights

Where the CPA’s direct-marketing cooling-off right applies, and ECTA’s cooling-off provision does not apply to the transaction, you may cancel in writing within five business days after the later of concluding the agreement or receiving the goods.

Return costs and refund timing will follow the applicable statutory requirements. Under this CPA cooling-off right, goods are generally returned at the consumer’s risk and expense, and payments must be refunded within 15 business days after the goods are returned. Where no goods have been delivered, the applicable refund period runs from receipt of the cancellation notice.

Other rights relating to cancellation, non-delivery or delayed delivery remain available under applicable law.

10. Returns outside statutory rights

Unless we expressly offer additional terms applicable to your purchase, BucklePup does not provide an extended change-of-mind return period or an unconditional satisfaction guarantee beyond your legal rights.

We may consider a goodwill return or exchange outside those rights. Any conditions, transport costs or other lawful charges will be disclosed and agreed before proceeding.

A goodwill arrangement does not reduce your statutory rights or create a general entitlement to the same arrangement for future purchases.

11. Contact and complaints

For return requests or questions, contact:

Trading name: BucklePup
Legal business name: [Bucklepup]
Email: [bucklepup@gmail.com]
Telephone: [0839797900]
Physical business address: []

Please contact us first so we can try to resolve your concern. If it remains unresolved, you may approach the Consumer Goods and Services Ombud at www.cgso.org.za, the National Consumer Commission, or another appropriate dispute-resolution body.

Nothing in this policy prevents you from exercising a legal right or pursuing an available remedy.