Refund policy

Last updated: 3 August 2026
At Cape Utility, we source products through vetted South African wholesale suppliers. Because our supply chain is consolidated weekly, our returns process differs from typical retail stores. Please read this policy carefully before purchasing.

1. Change of Mind

We do not offer returns or refunds for change of mind, incorrect size or colour selection, or general dissatisfaction unrelated to a genuine manufacturing fault. This aligns with our supplier agreements and allows us to keep prices fair.
Please review product descriptions, dimensions, and images carefully before ordering. If you are uncertain about sizing, colour, or compatibility, contact us before placing your order.

2. Order Cancellations

Orders may be cancelled within 24 hours of placement for a full refund.
After 24 hours, your order is submitted to our supplier for consolidation and fulfilment. Once consolidated, orders are final and cannot be cancelled or modified. A 5% administration fee applies to cancellations made after the 24-hour window but before supplier consolidation.

3. Manufacturing Faults & Defects

If your item arrives with a manufacturing fault, is damaged due to a production defect, or is not as described because of a factory error, please contact us within 1 working day of delivery at cape.utility@gmail.com with:
  • Your order number
  • Clear photos of the fault or damage
  • A brief description of the issue
What counts as a manufacturing fault:
  • The item does not power on or charge correctly (for electronics)
  • Visible damage that occurred before delivery (e.g., cracked casing, broken seams)
  • The item fails to perform its core function out of the box
What does NOT count as a manufacturing fault:
  • Damage caused by dropping, mishandling, or accident after delivery
  • Normal wear and tear
  • Misuse or use contrary to the product's instructions
  • Cosmetic variations such as slight colour differences or minor dimension variances (see Section 6)
We will review your claim and work with our supplier to arrange the best resolution — repair, replacement, or refund — at our discretion.

4. Return Process for Approved Fault Claims

Once your claim is approved:
  1. You must return the item within 2 working days of approval.
  2. The item must be unused, complete, and in its original packaging with all tags, manuals, and accessories included.
  3. Return shipping is the customer's responsibility for all returns, including manufacturing faults. We will provide the return address and instructions once your claim is approved.
  4. We do not collect returns from customers. You are responsible for arranging courier or postage.
If the returned item does not meet the conditions above, or if our supplier determines the damage was not a manufacturing fault, the claim will be rejected and the item returned to you at your cost.

5. Warranty

Electronic items with a retail selling value of R699 or more carry a 30-day warranty against manufacturing faults from the date of delivery.
This warranty covers the same scope as Section 3 (manufacturing faults only) and does not cover misuse, accidental damage, normal wear and tear, or damage caused by power surges or incorrect voltage.
Warranty claims follow the same process as Section 4.

6. Product Variations

Product details — including weight, colour, and size — are approximate.
  • Colour: Due to differences in screen settings and digital photography, actual colours may differ from what you see online. We do not guarantee exact colour matches.
  • Size: Please allow for a 3–5 cm difference in product dimensions due to manufacturing processes.
These variations do not constitute a manufacturing fault and are not grounds for return.

7. Refunds & Credits

  • Orders under R200: Where a refund is approved, we may issue store credit in lieu of a cash refund, in line with our supplier's policy.
  • Orders over R200: Approved refunds are processed back to your original payment method.
  • Refund timeline: Approved refunds and credits are processed in line with our supplier's schedule, typically within 14 business days of approval.
If more than 20 business days have passed since approval and you have not received your refund, please contact us at cape.utility@gmail.com.

8. Non-Returnable Items

The following are not eligible for return under any circumstances:
  • Personal care and hygiene items
  • Items that have been used, washed, or altered
  • Items not in their original packaging
  • Items returned after the 2-working-day return window
  • Items damaged due to customer misuse or accident

9. Our Role & Supplier Relationship

Cape Utility is your sole point of contact. Our suppliers do not engage directly with end customers. All claims, returns, and refunds are handled through us.
While we perform basic quality checks on electronic products before dispatch, it remains our shared responsibility to ensure items are correct and functional. Please inspect your order upon delivery and report issues promptly.

10. Contact

For any questions about this policy, contact us at cape.utility@gmail.com.