Refund policy

Return & Refund Policy

Last Updated: June 2026

Welcome to FreshWheels. This Returns & Refunds Policy is designed to comply with applicable South African consumer protection laws, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. General Return Conditions

To qualify for a return, the item must:

  • Be accompanied by proof of purchase.
  • Be returned with all original accessories and packaging where reasonably possible.
  • Not be damaged due to misuse, abuse, improper installation, negligence, unauthorized modifications, or normal wear and tear.
  • Be returned in a hygienic and resalable condition where applicable.

We reserve the right to inspect all returned products before approving a refund, replacement, repair, or exchange.

2. Change-of-Mind Returns (Online Orders)

As an online store, customers may have certain cancellation rights under South African law.

Where applicable under ECTA, customers may cancel an online purchase within 7 days of receiving the goods. The customer will be responsible for the direct cost of returning the product. Refunds will be processed after the returned item has been received and inspected.

To qualify:

  • The product must be unused.
  • The product must be returned in substantially the same condition in which it was received.
  • All original packaging, manuals, and accessories must be included.

FreshWheels may refuse a return if the product has been used beyond what is reasonably necessary to inspect it.

3. Defective, Faulty, or Unsafe Products

Under the CPA, customers have the right to return products that are defective, unsafe, or fail to meet reasonable quality standards within 6 months of delivery. Customers may choose one of the following remedies:

  • Repair
  • Replacement
  • Refund

as permitted by applicable law.

A product will not be regarded as defective if:

  • Damage was caused by improper use.
  • The product was altered or modified.
  • The product was used contrary to supplied instructions.
  • The issue arises from normal wear and tear.

FreshWheels reserves the right to inspect and test returned products to verify the reported defect.

4. Incorrect, Missing, or Damaged Deliveries

Customers must notify us within 48 hours of delivery if:

  • An incorrect item was received.
  • An item is missing from the order.
  • The package arrived visibly damaged.

Photographic evidence may be requested to assist with claims against courier providers and suppliers.

Where the claim is verified, FreshWheels will arrange an appropriate remedy at no additional cost to the customer.

5. Non-Returnable Items

Unless defective or required by law, the following may not be returned:

  • Products damaged through misuse or improper installation.
  • Products missing major components.
  • Products altered, modified, or permanently attached to a vehicle.
  • Clearance, promotional, or discounted products specifically marked as final sale.
  • Personalized or custom-made products.

Nothing in this clause limits any rights granted to consumers under South African law.

6. Refund Processing

Approved refunds will be issued to the original payment method where possible.

FreshWheels may deduct:

  • Direct return shipping costs where legally permitted.
  • Reasonable restoration or repackaging costs where the returned product is not in its original condition, as allowed by applicable law.

Refund processing times may vary depending on the payment provider and banking institution.

7. Exchanges

FreshWheels may offer exchanges at its discretion, subject to stock availability.

If the requested replacement product is unavailable, a refund or store credit may be offered where legally appropriate.

8. Return Procedure

To request a return:

  1. Email our support team with:
    • Order number
    • Full name
    • Description of the issue
    • Photographs where relevant
  2. Wait for return authorization before shipping any item.
  3. Package the product securely to prevent transit damage.

FreshWheels is not responsible for items lost or damaged during unauthorized returns.

9. Limitation of Liability

To the maximum extent permitted by South African law:

  • FreshWheels shall not be liable for indirect, incidental, special, or consequential damages arising from the use of any product.
  • Our liability shall not exceed the purchase price paid for the product in question.
  • Nothing in this policy excludes or limits any rights that cannot legally be excluded under the CPA or other applicable legislation.

10. Consumer Rights

Nothing in this policy is intended to limit, waive, or reduce any rights afforded to consumers under the Consumer Protection Act, Electronic Communications and Transactions Act, or any other applicable South African legislation.

Contact Us

Email: BDScollectives@outlook.com
Business Name: FreshWheels
Operating Region: South Africa