Refund Policy

1. Overview

At CW Global, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms under which you may return products and request a refund, in accordance with the South African Consumer Protection Act (CPA), 2008.

2. Cooling-Off Period (CPA Section 44)

As an online consumer, you have the right to cancel your purchase and return goods within 7 days of delivery, without providing a reason. This cooling-off period applies to all online purchases and is your right under Section 44 of the CPA.

To qualify for a cooling-off return:

• The request must be made within 7 days of receiving the goods.
• Goods must be unused, in their original condition, and in original packaging.
• All tags and seals must be intact.

A reasonable restocking fee may apply as permitted by the CPA. Return shipping costs are the responsibility of the customer for cooling-off returns.

3. Defective Goods

If you receive a product that is defective, damaged, or not as described, you are entitled to a remedy within 6 months of purchase under the CPA. You may choose one of the following:

• Repair of the defective product
• Replacement with an identical or similar product
• Full refund of the purchase price

For defective goods, CW Global will cover the cost of return shipping.

4. Conditions for Returns

To be eligible for a return or refund, the following conditions must be met:

• You must notify us of the return request via email before sending any goods back.
• The product must be in its original, unused condition (unless defective).
• Original packaging, labels, and accessories must be included.
• Proof of purchase (order number or invoice) must be provided.

5. Non-Refundable Items

The following items cannot be returned or refunded unless defective:

• Customised or personalised products
• Products that have been used, opened, or are no longer in their original condition
• Goods returned after the applicable return period has expired

6. How to Request a Refund

To initiate a return or refund, please follow these steps:

1. Contact us at info@cwglobal.co.za with your order number and reason for the return.
2. Our team will review your request and provide a return authorisation along with instructions.
3. Ship the goods back to us using a reliable courier service. Keep the tracking number for your records.
4. Once we receive and inspect the returned goods, we will notify you of the outcome.

7. Refund Processing

• Approved refunds will be processed within 10 business days of receiving the returned goods.
• Refunds will be issued to the original payment method used for the purchase.
• Please allow additional time for your bank or payment provider to process the refund (typically 5–10 business days).
• Delivery fees are non-refundable unless the return is due to a defect or error on our part.

8. Exchanges

If you would like to exchange a product for a different item:

• Contact us at info@cwglobal.co.za to arrange the exchange.
• The original product must meet the return conditions outlined above.
• If the replacement item is of a higher value, the difference must be paid. If it is of a lower value, the difference will be refunded.
• Exchanges are subject to product availability.

9. Damaged Goods on Delivery

If your order arrives damaged:

• Please photograph the damage and contact us within 48 hours of delivery.
• Do not discard the packaging until the matter is resolved.
• We will arrange a replacement or refund at no additional cost to you.

10. Contact Us

For any queries regarding returns, refunds, or exchanges, please contact us:

• Email: info@cwglobal.co.za
• Website: https://cwglobal.co.za

Last updated: March 2026