Refund policy

Last Updated: 14 August 2025

Thank you for shopping at russon.co.za. We value your satisfaction and want you to be confident in your purchase. This policy explains when and how you can return products purchased from our Site and how refunds are processed.

1. Your Right to Return Products

In line with the Consumer Protection Act, 68 of 2008 (“CPA”), you are entitled to return products under the following circumstances:

1. Defective, Damaged, or Incorrect Products
   If the product you received is defective, damaged, or not what you ordered, you may return it within 7 calendar days of receiving it for a replacement, repair, or full refund.
2. Cooling-Off Period for Online Purchases
   In terms of section 44 of the CPA, you may cancel your purchase within 7 calendar days of receiving the goods (the “cooling-off period”) for any reason, provided that the product is unused, in its original packaging, and in a resaleable condition.
3. Non-Defective Product Returns
   If you change your mind or order the wrong product, you may return it within 7 calendar days of receipt. A handling/restocking fee of up to 15% may be applied, and you will be responsible for the return shipping cost.

2. Conditions for Returns

To qualify for a return:

• The product must be unused, undamaged, and in its original packaging (unless defective).
• Proof of purchase (invoice or order confirmation) is required.
• All accessories, manuals, and promotional items included with the product must be returned.
• Certain items cannot be returned for hygiene reasons (e.g., personal care products, opened consumables, or worn apparel).

3. Products Excluded from Returns

We cannot accept returns for:

• Gift cards or vouchers
• Downloadable/digital products
• Items marked as “final sale” or “non-returnable”
• Custom-made or personalised products
• Products that have been altered or damaged after delivery (unless due to a manufacturing defect)

4. How to Initiate a Return

1. Email our support team at returns@russon.co.za within the applicable return period.
2. Provide your order number, contact details, and reason for return.
3. We will issue you with a Return Authorisation Number (RAN) and return instructions.
4. Pack the item securely and ship it to the address provided. (We recommend using a trackable shipping method.)

5. Inspection & Refund Process

• Once we receive your returned item, it will be inspected within 5 business days.
• If approved, your refund will be processed via the original payment method within 7–10 business days.
• Refunds exclude original shipping costs (unless the return is due to our error or a defective product).
• If your return is rejected (e.g., due to signs of use, damage, or missing parts), we will notify you and arrange to return the item at your cost.

6. Exchanges

If you wish to exchange an item for a different size, colour, or product, please follow the standard return process and place a new order for the replacement item.

7. Contact Information

If you have questions about this policy, please contact us via our contact page.