RETURNS, REFUNDS & EXCHANGES POLICY

eBRAZO RETURNS, REFUNDS & EXCHANGES POLICY

Last Updated: 15 September 2026

1. INTRODUCTION

eBrazo Connect SA (Pty) Ltd t/a eBrazo (“eBrazo”, “we”, “us” or “our”) is committed to providing customers with fair, transparent and reasonable arrangements for returns, refunds, exchanges and cancellations.

This policy explains how returns and refunds are handled for products and services purchased from eBrazo.

This policy is intended to comply with applicable South African consumer protection laws, including the Consumer Protection Act 68 of 2008 and other applicable legislation.

Nothing in this policy is intended to remove, restrict or waive any consumer right that cannot lawfully be excluded or limited.

Different products and services may be subject to different return requirements, particularly customised, branded, personalised, digital or specially sourced products.

2. PRODUCTS AND SERVICES COVERED

This policy may apply to products and services supplied by eBrazo, including:

Technology and electronic products
Computer accessories and peripherals
Office equipment and supplies
Stationery
Promotional products and corporate gifts
PPE and workwear
Appliances and other physical products
Branded, printed and customised products
Products specially sourced or made to customer specifications
CV creation and editing services
Document scanning services
Digital products, where offered

Because these products and services differ in nature, the applicable return, cancellation or refund requirements may differ.

Where a product or service has specific return conditions, these will be communicated on the relevant product or service page where applicable.

3. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product is delivered damaged, defective, incorrect, materially different from what was ordered, or otherwise qualifies for a consumer remedy under applicable law, the customer should contact eBrazo as soon as reasonably possible.

eBrazo may request reasonable information to assess the issue, which may include:

Order or invoice number
Description of the problem
Photographs or videos of the product
Photographs of the packaging
Proof of purchase
Other information reasonably required to investigate the issue

Where the product is confirmed to be defective, damaged, incorrectly supplied or otherwise qualifies for a remedy, eBrazo will provide the appropriate remedy required by applicable law and the circumstances of the case, which may include repair, replacement, refund or another appropriate remedy.

Customers will not be required to pay applicable return costs where the return is due to an error, defective product or other circumstance for which eBrazo is responsible, subject to applicable law.

4. CHANGE-OF-MIND RETURNS

For eligible standard physical products, eBrazo may accept a change-of-mind return where the customer contacts eBrazo within 7 calendar days from the date of delivery or collection.

Change-of-mind returns are subject to the following requirements:

The product must be in an appropriate condition for return.
The product should, where applicable, include its original packaging, accessories, manuals and other components.
The product must not have been damaged, misused, altered or unnecessarily used beyond what is reasonably required to inspect or assess the product.
Proof of purchase may be required.
The product must be eligible for a change-of-mind return.

For change-of-mind returns, the customer is responsible for the cost of returning the product to eBrazo.

Customers may return eligible products to eBrazo's premises or arrange an appropriate courier return.

The customer should contact eBrazo before returning a product so that return instructions can be provided.

This section does not limit any statutory cancellation, cooling-off, return, refund or other consumer rights that may apply under South African law.

5. CUSTOMISED AND BRANDED PRODUCTS

Products that are:

Branded
Printed
Personalised
Engraved
Custom-made
Manufactured to specification
Produced using customer-supplied artwork
Made to a customer's specific requirements
Specially sourced or ordered for a particular customer

may not be eligible for a change-of-mind return where applicable law permits this.

However, statutory consumer rights remain applicable.

Customers should carefully check all product specifications before approving an order, including:

Names
Spelling
Logos
Artwork
Colours
Sizes
Quantities
Measurements
Product specifications
Personalisation details

6. CUSTOMER-APPROVED ARTWORK

Where a customer approves artwork, a proof, design, layout, spelling, logo, colour, size or other production specification, the customer is responsible for checking the approved information before production begins.

Where eBrazo produces a product according to the customer's approved specifications, eBrazo may not be responsible for errors contained in the customer-approved information or artwork, subject to applicable law.

Where an error is caused by eBrazo during production, the matter will be assessed and an appropriate remedy will be provided where applicable.

7. DIGITAL PRODUCTS

Where eBrazo offers digital products, including but not limited to:

CV templates
Educational materials
Assignments
Templates
Guides
Documents
Downloadable files
Other digital content

return and refund arrangements may differ from physical products.

Where permitted by law, digital products may not be eligible for a change-of-mind refund once the product has been downloaded, accessed or supplied electronically.

Any specific digital-product return or refund conditions will be communicated on the relevant product page where applicable.

Nothing in this section removes any statutory consumer rights that cannot lawfully be excluded.

8. CV CREATION AND EDITING SERVICES

Customers are responsible for providing accurate and complete information for CV creation or editing services.

Customers should carefully review the completed document before approving the final version.

Where a correction is required because eBrazo made an error in providing the agreed service, eBrazo will assess the matter and provide an appropriate correction or remedy.

Refunds or cancellations for CV services will depend on the circumstances, stage of completion and applicable law.

eBrazo does not guarantee employment, interviews or job offers as a result of CV creation or editing services.

9. DOCUMENT SCANNING

Customers should check scanned documents before leaving the premises where reasonably possible.

If an error occurs due to eBrazo's scanning process, eBrazo will assess the matter and, where appropriate, correct or repeat the scanning service.

10. RETURNS PROCESS

Customers must contact eBrazo before sending a product back by courier unless eBrazo has specifically instructed otherwise.

To request a return, customers should provide:

Customer name
Order or invoice number
Product or service purchased
Reason for the return
Photographs or videos where relevant
Any other information reasonably required to process the request

Contact details:

Email: admin@ebrazoconnectsa.com
Telephone: 075 008 1542

Customers should not send products back without contacting eBrazo first, as this may delay the processing of the return.

11. CONDITION OF RETURNED PRODUCTS

Where a return is permitted, the product should be returned in an appropriate condition.

Where applicable, customers should return:

Original packaging
Accessories
Manuals
Components
Cables
Other items supplied with the product
Proof of purchase

Customers should package products safely when using a courier to prevent damage during transportation.

These requirements will not be applied in a manner that unlawfully restricts or removes a customer's statutory consumer rights.

12. REFUNDS

Where a refund is approved, eBrazo will process the refund within 2–5 business days.

The time taken for the refund to appear in the customer's account may depend on:

The payment method used
The payment provider
The customer's bank
Banking processing times
Other processing times outside eBrazo's control

Where the original payment was made through a third-party payment provider, the refund may be processed through that provider.

No restocking fee will be charged for an approved return.

Where applicable, the amount refunded and any treatment of delivery charges will be determined in accordance with the reason for the return, the applicable terms and conditions, and South African consumer law.

13. DELIVERY COSTS ON RETURNS

Where a return is permitted, customers may return eligible products to eBrazo's premises or, where appropriate, arrange for the product to be returned by courier.

Change-of-mind returns

For an eligible change-of-mind return, the customer is responsible for the cost of returning the product to eBrazo.

Defective, damaged or incorrectly supplied products

Where a product is defective, damaged, incorrectly supplied, or the return is otherwise due to an error or obligation on the part of eBrazo, eBrazo will bear the applicable return costs in accordance with applicable law.

Customers should contact eBrazo before arranging a courier return so that the appropriate return instructions can be provided.

No restocking fee will be charged.

14. EXCHANGES

Where an exchange is permitted, eBrazo may provide a replacement product subject to:

Product availability
Product specifications
Applicable return conditions
The reason for the exchange
Applicable law

If the requested replacement is unavailable, eBrazo may offer an alternative product or another appropriate remedy where required.

15. OUT-OF-STOCK PRODUCTS

If a product becomes unavailable after an order has been placed, eBrazo may, where appropriate:

Offer an alternative product
Provide an estimated availability date
Allow the customer to wait for stock
Cancel the affected order
Provide a refund where applicable

Customers will be informed where an order cannot be fulfilled as originally agreed.

16. THIRD-PARTY SUPPLIERS

Some products supplied by eBrazo may be sourced from third-party suppliers, distributors or manufacturers.

Where appropriate, eBrazo may need to follow a supplier or manufacturer's return, warranty or assessment process.

However, reliance on a third-party supplier does not remove or reduce any consumer rights that apply to the customer under South African law.

17. WARRANTIES

Products may be covered by:

Manufacturer warranties
Supplier warranties
Distributor warranties
eBrazo warranties, where specifically offered
Statutory consumer protections

Warranty periods and conditions may differ depending on the product.

Customers should retain their invoices, receipts or other proof of purchase.

Warranty claims may require assessment by eBrazo, the supplier, distributor or manufacturer.

18. FRAUDULENT OR ABUSIVE RETURNS

eBrazo may investigate suspected fraudulent, dishonest or abusive return activity, including:

False claims of damage
Deliberate damage
Misuse of products
Fraudulent payment activity
Repeated abusive return behaviour
Attempts to obtain refunds through dishonest means

Any investigation or decision will be conducted consistently with applicable law.

19. PROOF OF PURCHASE

eBrazo may request reasonable proof of purchase before processing a return, exchange or refund.

Acceptable proof may include:

Invoice
Receipt
Order confirmation
Payment confirmation
Customer account information
Other reasonable evidence of purchase

20. POLICY CHANGES

eBrazo may update this Returns, Refunds & Exchanges Policy from time to time to reflect:

Changes in products
Supplier requirements
Service offerings
Return arrangements
Business operations
Changes in applicable law

The latest version published on the eBrazo website will apply to future transactions, subject to applicable law.

21. CONTACT

eBrazo Connect SA (Pty) Ltd t/a eBrazo