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Returns & Refund Policy

Effective date: 27 September 2026

We want you to be happy with what you buy from ACIOS. This policy explains your rights and how returns work. It sits alongside our Terms of Service and does not limit any right you have under the Consumer Protection Act 68 of 2008 ("CPA") or the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. Cancelling before dispatch

You may cancel an order at any time before it is dispatched by emailing us your order number. We refund you in full.

2. 7-day cooling-off period (online purchases)

Under section 44 of ECTA you may cancel any online purchase, without giving a reason and without penalty, within 7 days after you receive the goods. The only cost to you is the direct cost of returning the goods. We refund everything else you paid, including the original delivery charge, within 30 days of the date you cancelled.

This cooling-off right does not apply to goods excluded by section 42 of ECTA, such as goods made to your specifications or clearly personalised, goods that by their nature cannot be returned or deteriorate quickly, and sealed audio, video or software that you have unsealed.

3. 30-day change-of-mind returns

In addition to the cooling-off period, you may return an item within 30 days of delivery if it is unused, in its original condition and packaging, with all accessories and labels. You pay the return shipping. If a returned item shows signs of use or is incomplete, we may deduct a reasonable amount for the cost of restoring it to saleable condition, as allowed by section 20 of the CPA, and we will tell you the amount before refunding. For hygiene reasons, personal-care items (for example skincare, cosmetics and earphones) can be returned under this section only if unopened.

4. Defective or incorrect goods: 6-month warranty

Every product carries the warranty in section 56 of the CPA. If a product is defective, unsafe, not fit for its normal purpose, or not what you ordered, you may return it within 6 months of delivery. At your choice we will repair it, replace it, or refund you in full, and we pay the return shipping. If a repaired product fails again within 3 months, we will replace it or refund you.

This warranty does not cover damage caused by misuse, accidents, unauthorised alterations, or failure to follow the product instructions, nor normal wear and tear.

5. Items damaged in transit

Please check your parcel when it arrives. If an item is damaged or missing, email us within 48 hours of delivery if you can, with your order number and clear photos of the item and packaging, so that we can claim from the courier and resolve it quickly. Reporting later does not remove your rights under section 4.

6. How to return an item

  1. Email support@acios.store with your order number, the item(s), and the reason for return. Photos help for defects or damage.
  2. We will reply within 2 business days with a return authorisation and the return address. Please do not send items back without it, so that we can track your parcel.
  3. Pack the item securely and use a tracked shipping method. Keep your proof of postage until your refund is processed.

7. Refunds

  • We inspect returns within 5 business days of receiving them and email you the outcome.
  • Approved refunds are paid to your original payment method, in South African Rand (ZAR), within 10 business days of approval, and in any event within the periods the law requires. Your bank may take a few extra days to show the credit.
  • If you paid in another currency, your bank or card issuer converts the refund at its own rate; we are not responsible for exchange-rate differences or bank fees.
  • Original delivery charges are refunded when you cancel under section 2, and when an item is defective, damaged or incorrect.

8. International returns

For orders delivered outside South Africa, the same rights apply. Customs duties and import taxes you paid in your country are generally recoverable only from your local customs authority, and we cannot refund them. Please mark return parcels as "returned goods" to avoid additional charges.

9. Non-delivery

If your order has not arrived within 30 days of the day after you placed it (or the date we agreed), you may cancel on 7 days' written notice and we will refund you in full, as provided by section 46 of ECTA. Please contact us first; we will trace the parcel with the courier.

10. Contact

ACIOS (company registration number 2025/314622/07), owned by Tsepo Kuali
3239 Masetloa Street, Benoni, Gauteng, 1501, South Africa
Phone: 075 313 1103
Email: support@acios.store