The Taneelo Promise: We adhere strictly to the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). If you aren't happy, we’re here to help.
1. The 7-Day "Cooling Off" Period
In accordance with the ECTA, you are entitled to cancel your purchase within 7 days of receiving your goods for a full refund of the purchase price.
- The item must be in its original, unopened packaging.
- For hygiene reasons, kitchen accessories that have been used or had seals broken cannot be returned under this clause.
- The cost of returning the item to our warehouse is the responsibility of the customer.
2. Defective or Damaged Items
If your electronics or kitchenware arrive damaged or develop a fault within 6 months of delivery (CPA Warranty):
- We will arrange for the item to be collected at our expense.
- Once inspected and the fault is confirmed, we will offer you a repair, a replacement, or a full refund.
- Please note that "wear and tear" or damage caused by misuse (e.g., dropping a device or using an item incorrectly) is not covered.
3. How to Start a Return
- Email Us: Send an email to returns@taneelo.co.za with your order number and photos of the item.
- Verification: Our team will review your request within 24–48 hours.
- Collection/Shipping: We will provide you with the return address or arrange a courier collection for defective goods.
- Refund/Exchange: Once received and inspected, your refund will be processed back to your original payment method within 5–10 business days.
4. Non-Returnable Items
The following items cannot be returned unless they are defective:
- Gift cards or digital vouchers.
- Items purchased on "Clearance" or "Final Sale" (where explicitly stated).
- Used kitchen utensils or appliances where food contact has occurred.
Crucial Note on Sealed Items:
The 7-day cooling-off period only applies to items in original, undisturbed packaging.
If a security or hygiene seal is broken, the item is considered "used." In exceptional cases where Taneelo agrees to a return with a broken seal, a Restocking Fee of 15% to 25% will be deducted from your refund to account for the diminished resale value.
