1. Your statutory consumer rights

Nothing in this policy limits or excludes any rights available to consumers under the South African Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable law.

Where a provision of this policy conflicts with a mandatory consumer right, the applicable law will take priority.

2. Seven-day cooling-off period for eligible online purchases

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online transaction without providing a reason within seven days after receiving the goods.

You may be responsible only for the direct cost of returning the goods, where permitted by law.

Refunds relating to an eligible statutory cooling-off cancellation will be processed in accordance with applicable law and no later than 30 days after the cancellation.

Certain transactions and products may be excluded from this statutory cooling-off right, including customised or personalised goods, goods that cannot reasonably be returned, rapidly perishable goods, unsealed software or recordings, and other exclusions permitted by law.

3. Our 30-day voluntary return policy

In addition to your statutory rights, Romomart offers a 30-day return period on eligible products.

You must request the return within 30 calendar days after the product was delivered or collected.

For a change-of-mind return under this voluntary policy, the product must:

  • Be unused, unwashed and in a resalable condition;
  • Be returned in its original packaging;
  • Include all accessories, manuals, cables, parts and promotional items;
  • Include proof of purchase or the Romomart order number;
  • Have intact serial numbers, labels and security seals where applicable; and
  • Not have been installed, altered, assembled, damaged or used beyond what is reasonably necessary to inspect it.

Returns requested after the statutory cooling-off period but within our voluntary 30-day period may be refused if these conditions are not met.

4. Damaged, defective, unsafe or incorrect products

Please inspect your order as soon as it is delivered or collected.

If a product arrives damaged, incomplete, defective or different from what you ordered, contact us as soon as reasonably possible. For delivery damage or missing items, we recommend contacting us within seven days so that we can investigate the courier claim promptly. This reporting recommendation does not remove any statutory right you may have.

Please provide:

  • Your order number;
  • A description of the problem;
  • Clear photographs or video of the product;
  • Photographs of the external packaging and shipping label; and
  • The product serial number, where applicable.

Where goods fail to meet the quality and safety standards required by the Consumer Protection Act within six months after delivery, the consumer may, as provided by law, return the goods at the supplier’s risk and expense and choose a repair, replacement or refund.

If repaired goods experience the same or another qualifying defect within three months after the repair, the consumer may be entitled to a replacement or refund in accordance with the Consumer Protection Act.

Damage caused by misuse, negligence, accidental damage, unauthorised repairs, incorrect installation, power surges, failure to follow operating instructions or ordinary wear and tear is not regarded as an original product defect, subject to applicable law.

5. Products excluded from voluntary change-of-mind returns

The following products are not eligible for voluntary change-of-mind returns where they have been opened, used or supplied in circumstances that make a return unsuitable:

  • Personalised or custom-made products;
  • Personal care, intimate or hygiene-sensitive products with opened seals;
  • Consumable or perishable products;
  • Hazardous materials, flammable liquids or gases;
  • Downloadable software or digital products;
  • Unsealed software, audio or video products;
  • Gift cards and promotional credits;
  • Products that have been permanently installed, altered or incorporated into another product or property;
  • Products missing serial numbers, accessories or material components; and
  • Clearance or final-sale products clearly identified as non-returnable before purchase, except where a statutory right applies.

These exclusions do not apply where the product is defective, unsafe, incorrectly supplied or otherwise legally returnable.

6. How to request a return

Before returning any product, email support@romomart.com with your order number and the reason for the return.

If the return is approved, we will provide a return authorisation and one of the following return methods:

  • Collection by The Courier Guy;
  • Collection by Fastway Couriers;
  • Drop-off through an approved Pargo return point; or
  • Delivery to our Germiston returns warehouse.

Do not send a product back without return authorisation. Unauthorised parcels may be delayed or returned to the sender because we may be unable to identify the order.

Do not send products directly to the manufacturer unless Romomart gives you written instructions to do so.

7. Return address

Approved returns may be directed to:

Romomart South Africa Returns Centre
1A Nine at S&J
1 Gosforth Park Road
Gosforth Park, Germiston
Gauteng, South Africa

This address accepts authorised returns only. Customers should not visit the warehouse or send a parcel without receiving return instructions from Romomart.

8. Return delivery charges

For an approved change-of-mind return, the customer is normally responsible for the direct return delivery cost, unless applicable law requires otherwise.

For confirmed defective, damaged, unsafe, incomplete or incorrectly supplied products, Romomart will arrange collection, provide an approved return method or reimburse reasonable authorised return delivery costs, as applicable.

Do not independently purchase an expensive courier service and expect reimbursement unless Romomart has approved the service and cost in writing.

Original delivery charges and additional express or special-delivery fees are normally non-refundable for voluntary returns made outside the statutory cooling-off period.

9. Inspection and refunds

Returned products will be inspected after they arrive at our returns centre.

We normally complete the inspection within three business days. If the return is approved, the refund will usually be submitted to the original payment method within 5–10 business days.

Your bank, card issuer or payment provider may require additional time to display the refund.

Statutory refunds will always be processed within the period required by applicable law.

For voluntary returns made outside a statutory return right, Romomart may refuse the return or make a reasonable deduction if the product has been used, damaged or returned incomplete.

10. Exchanges

Approved exchanges are subject to stock availability.

If the requested replacement is unavailable, you may choose another available product or receive a refund where applicable.

For change-of-mind exchanges, the customer may be responsible for return and replacement delivery charges. Romomart will cover reasonable delivery costs for confirmed defective or incorrectly supplied products where required.

11. Refused and uncollected parcels

Failure to collect a Pargo parcel or refusal of a correctly supplied delivery does not automatically complete a return or cancellation.

If an uncollected or refused parcel is returned to us, we will contact you to arrange redelivery, an authorised return or another available resolution.

A reasonable redelivery or return cost may apply where the failed delivery was caused by an incorrect address, failure to collect the parcel or repeated missed delivery attempts. Any charge will be disclosed before redelivery and will remain subject to applicable consumer law.

12. Contact us

For returns, exchanges, damaged products or refund enquiries, contact:

Romomart South Africa Customer Service
Email: support@romomart.com

Please include your order number in all correspondence.