Refund, Returns & Cancellation Policy

Last updated: 18 September 2026

LITAVHA, a trading brand of DASLEY SENTINEL SERVICES (PTY) LTD, wants every customer to have a clear, fair and straightforward process for cancellations, returns, exchanges and refunds. This policy explains what to do if you change your mind, receive the wrong item, receive an item that is damaged or defective, or if LITAVHA is unable to fulfil your order.

1. Cancelling an order

If you change your mind about an order, contact LITAVHA as soon as possible using the contact details provided on our website. We will try to stop the order before it is packed, dispatched or handed to a courier. A cancellation request is not guaranteed once fulfilment or dispatch has started.

Where an order has not yet been dispatched, LITAVHA will normally cancel it and arrange the applicable refund. If the parcel has already been dispatched, you may instead need to follow the applicable return process after delivery. This does not limit any statutory cancellation or return right you may have.

2. Electronic-transaction cooling-off rights

For qualifying electronic transactions, South Africa's Electronic Communications and Transactions Act 25 of 2002 provides a statutory cooling-off right. In general, a consumer may cancel a qualifying transaction for goods without giving a reason within seven days after receiving the goods. The Act provides that the only charge that may be levied for exercising that right is the direct cost of returning the goods, and where payment was already made, the refund is to be made within 30 days of cancellation.

The statutory cooling-off right has exclusions. These can include certain goods that are personalised or made to a customer's specifications, goods that by their nature cannot be returned, goods likely to deteriorate or expire rapidly, certain everyday-consumption goods, and other categories specified by law. The legal exclusions and the applicable legislation will determine whether this right applies to a particular order.

3. Change-of-mind returns

In addition to statutory rights, LITAVHA may accept eligible unwanted or change-of-mind returns within 14 calendar days after delivery, subject to the requirements below. This additional store return option does not replace or restrict any statutory right.

• The item should be unused, undamaged and in a resalable condition.
• Original packaging, labels, manuals, accessories, cables, parts and promotional items should be included where supplied.
• Where applicable, security seals and hygiene seals should remain intact.
• The item must correspond to the item originally supplied on the order.
• For a change-of-mind return, the customer may be responsible for the direct cost of returning the item unless applicable law provides otherwise.

A change-of-mind return may be refused where the product has been used, damaged, altered, assembled, personalised, or returned without essential components, except where the consumer's statutory rights require a different outcome.

4. Wrong, missing or incorrectly described items

If you receive an item that is different from what you ordered, an incorrect quantity, or an item that materially does not match its description, contact us as soon as possible. Please provide your order number and, where practical, photographs of the item, packaging, barcode or shipping label.

Once verified, LITAVHA will arrange an appropriate remedy, which may include supplying the correct item, supplying missing components, replacing the item or refunding the affected item. Where the error is attributable to LITAVHA, the applicable return or collection cost will normally be covered by LITAVHA.

5. Products damaged on delivery

Please inspect your parcel when it arrives. If an item appears damaged, visibly broken or materially affected by transit, notify LITAVHA as soon as reasonably possible. Photographs of the outer packaging, shipping label and damaged product can help us resolve the claim quickly.

Do not dispose of the product or packaging until we have advised you that it is no longer required for inspection or a courier claim. Depending on the circumstances, LITAVHA may arrange collection, a replacement or a refund.

6. Defective, unsafe or poor-quality products

Products supplied by LITAVHA are subject to applicable South African consumer-protection laws and any applicable manufacturer or supplier warranty. Under section 56 of the Consumer Protection Act 68 of 2008, qualifying goods carry an implied warranty of quality, and within six months after delivery a consumer may return qualifying goods that fail the statutory requirements and, subject to the Act, choose the applicable remedy such as repair, replacement or refund.

This statutory protection is separate from any longer manufacturer or supplier warranty that may apply. If a manufacturer warranty extends beyond the statutory period, the warranty terms supplied with the product may set out the process for obtaining further assistance.

A fault caused by misuse, accidental damage, unauthorised modification, incorrect installation, failure to follow instructions, normal wear and tear, or other circumstances for which the consumer is responsible may not be treated as a manufacturing defect, subject always to applicable law.

7. Items that may not be suitable for return

Certain products may be excluded from change-of-mind returns or statutory cooling-off rights where the law permits. Depending on the product, examples can include:

• Personalised, customised or made-to-order products.
• Products that cannot reasonably be returned because of their nature.
• Goods likely to deteriorate or expire rapidly.
• Certain opened health, hygiene or personal-care products where return restrictions are permitted by law.
• Sealed software, media or similar products where the relevant statutory exclusion applies after the seal is broken.
• Items that have been materially altered or damaged after delivery, except where the damage or defect is covered by law or warranty.

This section is not intended to exclude a consumer's statutory rights relating to defective, unsafe, unsuitable or incorrectly supplied goods.

8. How to request a return or refund

To start a return, cancellation or refund request, contact LITAVHA with the following information:

• Order number.
• Customer name and contact details used for the order.
• Product name and quantity concerned.
• Reason for the request.
• Photographs or other evidence where relevant, especially for damage, defects or incorrect items.

We will provide instructions on whether the item should be collected, returned by courier, or handled through another approved return method. Please do not send a product to an address that has not been provided or confirmed by LITAVHA.

9. Inspection and return condition

Returned products may be inspected to confirm the order, condition of the product and reason for return. Inspection does not remove or delay a statutory right. For ordinary change-of-mind returns, the condition of the product, packaging and included accessories may affect whether the additional LITAVHA return option is available.

If an item is returned because it is alleged to be defective, damaged, unsafe, incorrect or not as described, we may need to assess the item before deciding which remedy is appropriate. Where the law gives the consumer a choice of remedy, LITAVHA will follow the applicable legal requirements.

10. Refund processing and payment method

Once a refund has been approved, LITAVHA will initiate the refund using the payment method or process applicable to the original transaction, where reasonably possible. Bank, card or payment-provider processing times may mean that the refund does not appear immediately after it has been initiated.

Refunds may include the amount required by law for the affected goods and any other amounts that must be refunded under the applicable cancellation or return right. For change-of-mind returns outside a statutory right, original delivery charges and return costs may be treated according to the applicable return terms.

If an order was paid through a third-party payment service, the refund may be processed through that provider. LITAVHA cannot control the exact time taken by the bank or payment provider to reflect the completed refund in the customer's account.

11. Delivery charges and failed delivery

Where LITAVHA is responsible for sending the wrong product, or where a return is required because of a qualifying defect, damage or fulfilment error, LITAVHA will arrange the applicable return or collection process in accordance with the law and the circumstances of the order.

If a customer refuses delivery, provides an incorrect address, is repeatedly unavailable for delivery, or otherwise causes a delivery to fail, the order may be returned to LITAVHA or the courier. Any refund or redelivery arrangement will depend on the circumstances, the customer's reason for non-delivery and applicable consumer law.

12. Out-of-stock, unavailable or cancelled-by-LITAVHA orders

If LITAVHA cannot fulfil an order because the product is unavailable, discontinued, incorrectly listed, damaged before dispatch, or cannot reasonably be sourced, we will notify the customer and arrange the appropriate refund or alternative solution.

We will not substitute a materially different product without the customer's agreement. Where a full refund is due because LITAVHA cannot fulfil the order, the refund will be processed in accordance with applicable law and the payment provider's processing procedures.

13. Fraudulent or abusive return activity

LITAVHA reserves the right to investigate suspected fraudulent, dishonest or abusive return activity, including repeated claims involving items that were not supplied by LITAVHA, deliberate damage, missing components, chargeback abuse or materially false information. Any action taken will be subject to applicable law and will not remove a genuine consumer's statutory rights.

14. Contact, complaints and escalation

If you have a question about a cancellation, return or refund, please contact LITAVHA through the contact details published on the website. We encourage customers to give us the order number and a clear description of the issue so that we can investigate efficiently.

If you are dissatisfied with the outcome, you may request that the matter be reviewed. Nothing in this policy prevents a consumer from using any complaint, dispute-resolution or statutory remedy available under South African law.

LITAVHA is a trading brand of DASLEY SENTINEL SERVICES (PTY) LTD · Reg. No. 2026/636321/07 · CSD: MAAA1749798 · South Africa.

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