Refund and Returns Policy

At Ditable (pty) ltd, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. This policy outlines our procedures for returns, refunds, and exchanges in accordance with South African consumer law.

1. 14-Day Return Window

You have 14 days from the date of delivery to return any physical item. To be eligible for a return, your item must be:

Unused and in the same condition that you received it.
In its original packaging.
Accompanied by the receipt or proof of purchase.

2. Non-Returnable Items

Certain items cannot be returned or refunded:

Digital Products: Due to the nature of digital content, any downloadable software, templates, or files that have been accessed or downloaded are non-refundable.
Sale Items: Only regular-priced items may be refunded; unfortunately, sale items are final sale.
Custom/Personalized Goods: Items made to your specific specifications.

3. How to Initiate a Return

To start a return, please contact our support team at admin@ditable.co.za with your order number and the reason for the return.

Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Collection: We can arrange a courier collection for you, the cost of which will be deducted from your final refund.

4. Refunds

Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed via the original method of payment (e.g., PayFast, EFT, or Credit Card). Please allow 5–10 business days for the funds to reflect in your account.
Partial Refunds: In certain situations, only partial refunds are granted (e.g., items with signs of use or missing parts not due to our error).

5. Damaged or Defective Goods (Claim Process)

If your item arrives damaged, a formal claim process must be followed. Please note:

Notification: You must notify us at admin@ditable.co.za within 24 hours of delivery with clear photographic evidence of the damaged packaging and the item.
Courier Insurance: Eligibility for a refund or replacement for items damaged in transit depends entirely on whether Shipping Insurance was selected and paid for at checkout.
No Insurance: If shipping insurance was not selected, Ditable cannot be held liable for damages caused by the courier service. We will assist you in providing any documentation needed for you to lodge a personal inquiry with the courier company, but we cannot guarantee a refund.
Manufacturing Defects: If the item is defective due to a manufacturing fault (not shipping damage), we will follow our standard warranty process in accordance with the Consumer Protection Act.

6. Shipping & Risk

Risk Transfer: Once a package is handed over to the courier service, the risk of loss or damage passes to the customer.
Optional Insurance: We strongly recommend that customers select the Shipping Insurance option during checkout for high-value orders. Ditable does not provide automatic insurance on standard shipping.
Uninsured Parcels: By opting for standard (uninsured) shipping, the customer accepts that Ditable is not responsible for any mishaps, delays, or damages caused by the third-party courier.