RETURNS & REFUNDS POLICY
Last updated: 12 August 2026
Handle Bros wants customers to be able to purchase with confidence. This policy explains our standard 30-day return process. Nothing in this policy limits any rights that cannot lawfully be excluded under South African law.
1. 30-DAY RETURNS
Eligible products may be returned within 30 days of delivery or collection.
For a change-of-mind return, the product must generally:
- be unused and uninstalled;
- be in its original condition;
- include the original packaging, accessories, components and documentation; and
- be suitable for resale.
We may refuse or reduce a change-of-mind refund where a product has been used, installed, altered, damaged after delivery, returned incomplete, or handled beyond what would reasonably be necessary to inspect it, subject always to applicable law.
2. ITEMS THAT MAY NOT QUALIFY FOR CHANGE-OF-MIND RETURNS
Subject to applicable law, change-of-mind returns may not be available for:
- products made or modified to a customer's specifications;
- personalised or specially ordered products where the law permits exclusion;
- products that cannot reasonably be resold after installation or alteration; or
- other products for which a statutory exception applies.
This does not remove rights relating to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
3. DEFECTIVE, DAMAGED OR INCORRECT GOODS
If Handle Bros supplies the wrong product, or a product is defective or arrives damaged in circumstances for which Handle Bros is responsible, contact us as soon as reasonably possible.
Please provide:
- your order number;
- a description of the issue; and
- photographs or video where appropriate.
Where applicable, we will arrange or cover the reasonable direct cost of returning the affected product.
Rights and remedies for defective or unsafe goods under applicable South African consumer law remain unaffected by this 30-day policy.
4. RETURN DELIVERY COSTS
For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the product.
Where Handle Bros supplied an incorrect product, or the product is defective or damaged in circumstances for which Handle Bros is responsible, Handle Bros will arrange or cover reasonable return delivery costs as applicable.
5. REFUNDS
Approved refunds will generally be made to the original payment method unless another lawful arrangement is agreed.
We may inspect returned products before finalising a refund.
Original delivery charges may not be refundable for voluntary change-of-mind returns, except where required by law. Where a cancellation right under applicable electronic-transactions law applies, refunds will be handled in accordance with that law.
6. EXCHANGES
Where stock is available, we may offer an exchange as an alternative to a refund. Any price difference will be payable or refunded as applicable.
7. CANCELLING BEFORE DISPATCH
If you want to cancel an order before it is dispatched, contact us as soon as possible. We will attempt to stop processing or dispatch but cannot guarantee that an order can be intercepted once fulfilment has begun.
8. HOW TO START A RETURN
Email: info@handlebros.com
Phone / WhatsApp: +27 62 292 7603
Please include your order number and reason for return. Do not send a product back until return instructions have been provided.
9. COLLECTION RETURNS
Products collected from Handle Bros may also be returned in accordance with this policy. Contact us before arriving so that the return can be assessed and processed efficiently.
10. STATUTORY RIGHTS
This policy is intended to provide an additional customer-friendly return process. It does not waive, restrict or replace rights that consumers may have under the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable South African law.
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