Refund policy

OVERVIEW

At Sastro, we want you to be completely satisfied with your purchase. This Refund and Returns Policy outlines your rights and responsibilities regarding returns, replacements, and refunds.

This policy operates in full compliance with the South African Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. GENERAL CONDITIONS FOR REFUNDS & RETURNS

For any returned product to qualify for a refund or replacement, the item must strictly meet the following conditions upon delivery back to our facility:

Original & Perfect Condition: The product must be unused, unworn, undamaged, and in the exact perfect condition in which it was received.
Complete Components: The product must be returned with all original parts, accessories, spares, manuals, labels, and documentation included.
Original Packaging: The item must be returned in its original, undamaged product packaging.

Please note: Items returned to us incomplete, missing parts or spares, damaged, or without their original packaging will not qualify for a refund or replacement and will be returned to you at your expense.

2. REPLACEMENT POLICY (ONE-TIME REPLACEMENT)

We offer a structured replacement process to ensure you get the product you want:

One-Time Replacement: If you receive an item that you wish to replace, we will arrange one (1) single replacement for that order.
Subsequent Dissatisfaction: Should the replacement item still not be satisfactory to you, no further replacements will be issued.
Final Refund Option: In the event that the replacement item is still not satisfactory, only a refund will be offered as the final resolution. This refund will only be processed once the replacement item is delivered back to us in perfect condition, complete with all parts, spares, and original packaging.

3. STATUTORY COOLING-OFF RIGHTS (ECTA SECTION 44)

In terms of Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA):

You have the legal right to cancel any transaction for goods purchased through our website without reason and without penalty within 7 (seven) days after the date you receive the goods.
To exercise your cooling-off right, you must notify us in writing at info@sastro.co.za within the 7-day period.
You will be responsible for the direct cost of returning the goods to our address.
Returned goods must meet the condition criteria set out in Section 1 above.
In accordance with ECTA, qualifying refunds under this section will be credited back to your original payment method within 30 (thirty) days of cancellation.

4. DEFECTIVE GOODS & STATUTORY WARRANTY (CPA SECTION 56)

In terms of Section 56 of the Consumer Protection Act 68 of 2008 (CPA):

All goods supplied are subject to a statutory 6 (six) month warranty against material defects or failure.
If a product is delivered to you with a manufacturing defect or is unsafe, you are entitled to notify us within 6 (six) months of delivery to arrange a return.
Upon receiving and inspecting the item, if a genuine manufacturing defect is confirmed, we will provide you with your choice of a repair, replacement, or full refund.
This statutory warranty does not cover ordinary wear and tear, intentional or negligent damage, misuse, neglect, or failure to follow product care instructions.

5. HOW TO INITIATE A RETURN

To start a return or request a replacement, please follow these steps:

Email Us: Send an email to info@sastro.co.za with your full name, order number, contact details, and reason for the return/replacement request.
Return Authorization: Our support team will review your request and provide you with return instructions and delivery details. Do not send products back to us without prior authorization.
Packaging: Safely pack the product with all its original components, parts, spares, and packaging to ensure it is not damaged during transit.
Inspection: Once received at our facility return will be inspected.
Processing: Upon successful inspection, your refund or one-time replacement will be processed. Refunds are credited back to the original bank card or payment method used during checkout.