Refund and Returns Policy

Last Updated: 23 March 2026

Overview

Welcome to Synterium. We value your business and aim to ensure your satisfaction with every purchase. This policy outlines the conditions under which returns and refunds are processed, in accordance with the South African Consumer Protection Act (CPA).

1. Cooling-Off Period

In terms of the Electronic Communications and Transactions Act, you are entitled to cancel your purchase within 7 days of receiving the goods, for any reason, provided the goods are:

  • In their original, unopened packaging.
  • Unused and in a resalable condition.
  • Accompanied by the original proof of purchase.

Note: You will be responsible for the direct cost of returning the goods to us.

2. Defective or Damaged Products

If a product is defective, malfunctioning, or damaged upon arrival, please notify us immediately.

  • Warranty Period: In accordance with the CPA, we provide a 6-month statutory warranty on all products against manufacturing defects.
  • Assessment: Once the item is returned, we will inspect it. If the defect is confirmed, you may choose between a repair, replacement, or a full refund.
  • Exclusions: This warranty does not cover damage resulting from normal wear and tear, negligence, or unauthorized alterations to the product.

3. Incorrect Items Delivered

If we accidentally deliver the wrong product to you, please notify us within 24–48 hours. We will collect the incorrect item and deliver the correct one at no cost to you, provided the item remains in its original packaging.

4. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless they are defective:

  • Software or digital products (where the seal/license key has been broken).
  • Personal care items or “change of mind” returns on items that have been unsealed.
  • Custom-made or personalized orders.

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: Will be processed via the original payment method (EFT, Credit Card, etc.) within 7–10 business days.
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error (defective or incorrect item).

6. How to Initiate a Return

To start a return, please contact our support team with your order number and photos of the item (if damaged):

  • Email: sales@synterium.co.za
  • Phone: 078 699 0642
  • Website: synterium.co.za