Refund policy

 

RETURN & REFUND POLICY

Effective Date: 3 July 2026

Welcome to New Voltic. We strive to provide quality products and excellent customer service. This Return & Refund Policy explains your rights and our procedures regarding returns, replacements and refunds.

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA") or any other applicable South African law. Where this policy conflicts with the CPA, the CPA shall prevail.

 

 

1. GENERAL POLICY

Customers are encouraged to inspect their order immediately upon delivery.

If you believe a product is defective, damaged, incorrect or incomplete, you must notify New Voltic as soon as reasonably possible.

Claims submitted promptly allow us to investigate the issue efficiently.

 

 

2. DEFECTIVE PRODUCTS

Under the CPA, consumers are entitled to receive goods that are:

  • reasonably suitable for their intended purpose;

  • of good quality;

  • in good working order;

  • free from defects;

  • durable for a reasonable period.

If a product fails to meet these standards within six (6) months after delivery, you may have rights under Section 56 of the Consumer Protection Act.

Subject to verification of the defect, you may choose one of the following remedies:

  • replacement;

  • repair; or

  • refund.

 

 

3. EVIDENCE REQUIRED FOR DEFECTIVE PRODUCT CLAIMS

To assist us in investigating defective product claims quickly and fairly, customers should provide clear video evidence demonstrating:

  • the product;

  • the alleged defect;

  • the product being used in its intended manner (where applicable);

  • the packaging and any serial numbers or identifying marks.

Video evidence is our preferred method because it allows us to assess claims quickly and reduce unnecessary delays.

Where video evidence cannot reasonably be provided, New Voltic may accept other reasonable evidence, including:

  • photographs;

  • written descriptions;

  • inspection of the returned product;

  • any other information reasonably necessary to assess the claim.

Failure to provide requested evidence may delay the assessment of your claim.

New Voltic reserves the right to inspect any product before approving a repair, replacement or refund.

 

 

4. RETURN OF DEFECTIVE GOODS

Where requested by New Voltic, defective goods must be returned before a refund or replacement is processed.

Returned products should include, where reasonably possible:

  • original packaging;

  • accessories;

  • manuals;

  • chargers;

  • cables;

  • all components supplied with the product.

Failure to include packaging alone will not automatically invalidate your statutory rights where the CPA applies.

 

 

5. PRODUCTS DAMAGED BY MISUSE

This policy does not cover products damaged by:

  • misuse;

  • abuse;

  • accidental damage;

  • unauthorised modification;

  • improper installation;

  • improper storage;

  • negligence;

  • use contrary to supplied instructions;

  • ordinary wear and tear.

Where inspection shows that the defect resulted from any of the above circumstances, the claim may be declined.

 

 

6. CHANGE OF MIND RETURNS

Unless otherwise required by law, New Voltic does not accept returns or provide refunds because:

  • you changed your mind;

  • you ordered the wrong product;

  • you no longer require the item;

  • you found the product cheaper elsewhere.

This does not affect any rights you may have under the CPA.

 

 

7. INCORRECT PRODUCTS

If we accidentally send the wrong product, please contact us within seven (7) days of delivery.

Provided the item is unused and in substantially the same condition as received, New Voltic will arrange collection and either:

  • send the correct product; or

  • issue a refund where appropriate.

 

 

8. GOODS DAMAGED DURING DELIVERY

If your parcel arrives visibly damaged:

  • photograph the package before opening it where reasonably possible;

  • retain all packaging;

  • notify New Voltic promptly.

Additional evidence may be requested to assist with claims against the courier.

 

 

9. INSPECTION PROCESS

All returned goods are subject to inspection.

Inspection may include:

  • functional testing;

  • visual examination;

  • manufacturer assessment;

  • comparison with the evidence submitted.

Approval of a return request does not automatically guarantee a refund until the inspection has been completed.

 

 

10. FRAUDULENT OR FALSE CLAIMS

New Voltic reserves the right to reject claims where there is evidence of:

  • deliberate damage;

  • misuse;

  • alteration of the product;

  • false or misleading information;

  • attempted fraud.

Where fraudulent activity is reasonably suspected, New Voltic reserves all rights available under South African law.

 

 

11. REFUND PROCESS

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on the payment provider.

Shipping charges are generally non-refundable unless otherwise required by law or where New Voltic supplied incorrect or defective goods.

 

 

12. RETURN SHIPPING

Where a product is confirmed to be defective under the CPA, New Voltic will bear the reasonable costs of returning the defective product.

Where inspection determines that no defect exists, or that the damage resulted from misuse or another excluded cause, the customer may be responsible for return shipping costs.

 

 

13. LIMITATION OF LIABILITY

Nothing in this policy excludes or limits any liability that cannot lawfully be excluded under South African law.

To the maximum extent permitted by law, New Voltic shall not be liable for indirect, incidental, special or consequential losses arising from the use of its products.

 

 

14. CONTACT US

If you wish to submit a return request, please contact:

New Voltic

Email: newvoltic.co.za@gmail.com

Please include:

  • your order number;

  • description of the issue;

  • photographs and, where reasonably possible, a clear video demonstrating the alleged defect.

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