Refund policy

Effective date: 24 September 2026

This policy should be read with our Terms and Conditions and applies subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), and other applicable South African law. Nothing in this policy excludes or limits a right or remedy that cannot lawfully be excluded or limited.

1. Contact us before returning an item

Email info@flipphones.co.za with your order number, the item concerned, the reason for the return, and photographs or video where relevant. Please wait for return authorisation and instructions before sending an item. Do not send an item directly to the manufacturer unless we instruct you to do so.

2. Change-of-mind returns

Where a statutory cooling-off right applies to an electronic transaction, you may exercise that right within the period and on the conditions prescribed by the ECT Act. Where no statutory cooling-off right applies, we may accept an eligible change-of-mind return within 30 days after delivery at our discretion, provided that the item is unused, complete, in a resaleable condition and in its original packaging.

• You are responsible for the direct cost and risk of returning a change-of-mind item, unless applicable law requires otherwise.
• Original delivery charges and any collection costs will be dealt with in accordance with applicable law and the circumstances of the return.
• We do not charge a general restocking fee. If an item has been handled beyond what is reasonably necessary to inspect it, we may make only a lawful, reasonable deduction connected to the item’s diminished condition or necessary restoration, after explaining the basis to you.
• Software, digital products, hygiene-sensitive goods, customised goods and other items may be excluded only to the extent permitted by applicable law and where the exclusion was disclosed before purchase.

3. Faulty, unsafe, damaged, incorrect or non-compliant goods

If an item is faulty, unsafe, materially different from its description, damaged on delivery, incorrect, or otherwise does not meet applicable statutory standards, contact us promptly. We will assess the item and provide the remedy required by applicable law. Depending on the circumstances, this may include repair, replacement or refund.

• Where the return is accepted because of our error or a qualifying defect, we will arrange or reimburse reasonable return transport in accordance with applicable law.
• Please report visible courier damage as soon as reasonably possible and retain the packaging for inspection. A delayed report does not remove a statutory right that still applies.
• Any manufacturer warranty is additional to, and does not replace, your statutory rights against the supplier.

4. Inspection, use, modifications and customer-caused damage

We may inspect or arrange an authorised inspection to determine the cause of a reported fault. Statutory remedies do not apply to damage caused by misuse, neglect, impact, liquid exposure, incorrect installation, unauthorised repair, or a modification that caused the problem. This includes third-party prescription lenses or components where their fitting caused damage or materially affected the product.

Opening packaging, inspecting an item, or fitting a compatible accessory does not by itself remove a statutory right. Any limitation will be applied only where it is lawful and relevant to the condition or fault concerned.

5. Repairs, replacement parts and turnaround times

Repair and assessment times vary by product, supplier, parts availability and the nature of the fault. We will provide an estimated timeline after the item has been assessed and will update you if it changes.

6. Refunds

Once a refund is approved, we will process it to the original payment method unless another lawful arrangement is agreed. Your bank or payment provider may require additional processing time. We will notify you when the refund has been initiated.

7. Return address and transport

Do not send an item without authorisation. Approved returns may be sent or delivered, as instructed, to:

Plot 116, Knoppieslaagte 385-JR, M26 Main Road, Centurion, Pretoria, Gauteng, 0157, South Africa

Use a tracked and suitably insured service where you are responsible for return transport. You remain responsible for the parcel until it is received, except where we arrange the collection.

Company and contact details

Legal entity: African Technopreneurs (Pty) Ltd t/a Flip Phones
Company registration number: 2016/414104/07
VAT number: 4610282453
Registered/business address: Plot 116, Knoppieslaagte 385-JR, M26 Main Road, Centurion, Pretoria, Gauteng, 0157, South Africa
Customer and policy enquiries: info@flipphones.co.za