SkynetStores South Africa – Refund, Resend and Returns Policy

Effective Date: 3/24/2026

At SkynetStores South Africa, we want customers to receive the correct products in good condition and within a reasonable delivery period. Because some products are sourced, supplied, and fulfilled through third-party partners, the outcome of a refund, resend, replacement, or return request may depend on tracking results, courier information, supplier review, and the evidence provided with your claim.

1. Delayed Orders

If your order is significantly delayed beyond the estimated delivery period, please contact us with your order number so we can review the shipment status.

Delivery delays may be caused by factors such as customs processing, remote delivery locations, courier disruptions, high shipping volumes, incomplete delivery information, public holidays, weather conditions, or other events beyond our reasonable control.

Estimated delivery times are not guaranteed, but we will make reasonable efforts to assist in tracing and resolving delayed shipments.

2. Orders Marked as Delivered but Not Received

If tracking shows that your parcel was delivered but you have not received it, you must contact us as soon as possible.

We may ask you to:

• confirm the delivery address provided with the order;
• check with household members, neighbours, security personnel, or reception staff;
• contact the local courier or delivery office; and
• provide any available non-delivery confirmation or supporting documentation where applicable.

Claims involving parcels marked as delivered may require additional review and may be more difficult to resolve where delivery confirmation has already been recorded by the courier.

3. Damaged Items

If an item arrives damaged, you should notify us as soon as reasonably possible after delivery.

To assess the claim, we may require:

• clear photographs or video showing the damage;
• images of the packaging;
• your order number; and
• a short explanation of the issue.

Depending on the nature and severity of the damage, the remedy may include a replacement, resend, partial refund, full refund, store credit, or another reasonable solution.

4. Incorrect Items or Missing Items

If you receive the wrong item, the wrong variation, or an order with missing parts, accessories, or units, please contact us promptly with clear photos and a description of the issue.

After review, we may offer one or more of the following remedies, depending on the circumstances:

• resend of the correct item;
• resend of the missing part or accessory;
• replacement;
• partial refund; or
• full refund.

5. Order Cancellation

Orders may be cancelled only before they enter processing, packing, sourcing, custom preparation, or dispatch.

Once an order has already entered fulfilment or shipment stages, cancellation may no longer be possible. Where cancellation is still possible, any refund will be processed in accordance with the payment status and the stage of the order.

6. Returns

Returns must not be sent without prior approval from us.

Where a return is approved, we will provide return instructions. Any unauthorised return may be refused or may not qualify for a refund or replacement.

Because some orders involve cross-border fulfilment, returning products may in some cases be impractical or uneconomical due to shipping costs, customs procedures, delivery times, and risk of loss or damage in transit. In some cases, we may choose an alternative remedy instead of requesting a physical return.

7. Claims That May Not Qualify

A refund, resend, replacement, or return request may be declined where:

• the wrong item was ordered by the customer;
• the customer provided an incorrect or incomplete shipping address;
• delivery failed because the customer could not be reached;
• the parcel was not collected in time where collection was required;
• the customer refused delivery without valid reason;
• customs clearance requirements were not met by the customer; or
• the complaint is based only on personal preference, such as no longer wanting the item.

Each claim will be reviewed on its own facts, and supporting evidence may still be required.

8. South African Consumer Rights

Nothing in this policy is intended to exclude, limit, or override any rights you may have under applicable South African consumer protection law.

Where the law gives you specific rights in relation to defective, unsafe, unsuitable, or incorrectly supplied goods, those rights will continue to apply. However, we may still require reasonable information and evidence to assess and process the claim properly.

9. Refund Timing

Where a refund is approved, it will generally be processed back to the original payment method used for the purchase, unless another method is agreed.

Refund timing may vary depending on the payment provider, bank processing times, verification requirements, and the nature of the claim. While we aim to process approved refunds within a reasonable time, the time for the funds to reflect may depend on third-party financial institutions.

10. Contact Us

If you would like to request a refund, resend, replacement, or return review, please contact us using the contact details provided on our website and include your order number and all relevant supporting information.