Refund policy

Last Updated: 22 August 2026

1. Overview

At The Braai Co., we want you to purchase with confidence. This Returns & Refund Policy explains your rights and the process for returning products purchased from us.

This policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy and Legal Notice.

Nothing in this policy is intended to limit, exclude or waive any rights you may have under applicable South African law, including the:

• Consumer Protection Act 68 of 2008 ("CPA");
• Electronic Communications and Transactions Act 25 of 2002 ("ECTA"); and
• Protection of Personal Information Act 4 of 2013 ("POPIA").

Where this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

2. How to Request a Return

To request a return, refund, repair or replacement, please contact us at info@thebraaico.com.

Please provide, where reasonably available:

• your full name;
• your order number;
• your contact details;
• a description of the issue; and
• photographs or videos where these may help us understand the issue.

Providing photographs or videos may help us assess a product issue before arranging collection or return, but this does not limit any statutory rights you may have.

Please do not send a product back before contacting us, unless we have instructed you to do so.

3. Defective, Unsafe or Poor-Quality Goods

Under the CPA, consumers have the right to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, subject to the requirements and limitations of applicable law.

If, within six months after delivery, a product fails to meet the applicable requirements of the CPA, you may return it to The Braai Co. without penalty and at our risk and expense.

Where section 56(2) of the CPA applies, the choice of remedy is yours. You may direct The Braai Co. to:

• repair the product;
• replace the product; or
• refund the price paid for the product.

We may reasonably inspect the product to determine the nature and cause of the reported failure, defect or unsafe feature. This does not remove or limit your statutory rights.

If a product is repaired and, within three months after that repair, the failure, defect or unsafe feature has not been remedied, or a further failure, defect or unsafe feature is discovered, you may have further rights to a replacement or refund in terms of applicable law.

Your statutory rights may be affected where a product has been altered, damaged through misuse, used contrary to its instructions or otherwise dealt with in circumstances recognised by applicable law.

The statutory implied warranty is in addition to any other express warranty that may apply.

4. Incorrect, Damaged or Incomplete Orders

If you receive:

• the wrong product;
• a product that was damaged before or during delivery;
• a product with missing components; or
• a product that does not correspond with your confirmed order,

please contact us as soon as reasonably possible at info@thebraaico.com.

Where The Braai Co. is responsible for the error, or where applicable law requires it, we will arrange an appropriate remedy and bear the applicable return or collection costs.

Depending on the circumstances and your rights under applicable law, the remedy may include a repair, replacement or refund.

5. Your Seven-Day Cooling-Off Right

Where section 44 of ECTA applies to your electronic transaction, you are entitled to cancel the transaction without reason and without penalty within seven days after receipt of the goods.

The direct cost of returning the goods may be payable by you where permitted by applicable law.

If you have already paid for the goods and validly exercise this statutory right, you are entitled to a refund of the applicable payment. The refund will be made within 30 days of the date of cancellation, as provided for in ECTA.

To exercise your cooling-off right, please notify us in writing at info@thebraaico.com and include your order number.

6. Cooling-Off Exclusions

The seven-day cooling-off right under section 44 of ECTA does not apply to every electronic transaction.

Section 42 of ECTA excludes certain categories of transactions from the cooling-off provisions, including, among others:

• goods made to a consumer's specifications;
• clearly personalised goods;
• goods which, by reason of their nature, cannot be returned;
• goods likely to deteriorate or expire rapidly;
• certain unsealed audio, video or computer software products; and
• other categories specifically listed in section 42 of ECTA.

The availability of the cooling-off right will depend on the nature of the particular transaction and applicable law.

These exclusions do not remove any other rights you may have under the CPA or other applicable legislation.

7. Returns Outside Your Statutory Rights

Unless required by applicable law or expressly agreed by The Braai Co., we are not obliged to accept a return simply because you have changed your mind.

However, if you would like to discuss a return outside your statutory rights, please contact us at info@thebraaico.com.

We may consider the circumstances of your request, but any discretionary return accepted by us will not limit your statutory rights or create an obligation to accept future returns.

8. The Return Process

Once you contact us, we will provide the relevant instructions for your return.

Depending on the reason for the return, we may:

• request further information;
• request photographs or videos;
• arrange collection;
• provide return instructions;
• request that the product be made available for inspection; or
• arrange a repair, replacement or refund where appropriate.

Please package the product reasonably securely for return and, where reasonably possible, include any relevant accessories or components.

Nothing in this section requires you to bear costs that The Braai Co. is required by law to bear.

9. Refunds

Where you are entitled to a refund, we will process the refund using the appropriate payment method, subject to any necessary verification and the requirements of applicable law.

For a valid cancellation under section 44 of ECTA, where payment has already been made, the applicable refund will be made within 30 days of the date of cancellation.

For refunds arising under other circumstances, including defective or incorrectly supplied goods, we will process the refund as required by applicable law.

Where appropriate, we may need to receive the returned product or confirm the relevant circumstances before completing the refund process, provided that this does not unlawfully delay or limit your rights.

10. Cancelling an Order Before Dispatch

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible at info@thebraaico.com.

If your order has not yet been dispatched, we will process the cancellation where reasonably possible.

If your order has already been dispatched, your applicable statutory cancellation and return rights will continue to apply.

Nothing in this section limits any right you may have under the CPA, ECTA or other applicable law.

11. Personal Information and POPIA

When you submit a return or refund request, we may process personal information such as your name, contact details, order information and any photographs, videos or other information you provide.

We process this information for purposes including:

• identifying and verifying your order;
• assessing and managing your return, refund, repair or replacement request;
• communicating with you;
• arranging collection, delivery or courier services where necessary;
• maintaining appropriate business and transaction records; and
• complying with our legal obligations.

Your personal information will be handled in accordance with POPIA and our Privacy Policy.

We may share relevant information with service providers or courier partners where reasonably necessary to process your request or comply with our legal obligations.

12. Your Rights

This policy is intended to explain our returns and refund process. It does not replace or limit any mandatory rights you may have under South African law.

Where the CPA, ECTA or any other applicable law gives you greater rights than those described in this policy, the applicable law will prevail.

13. Complaints and Dispute Resolution

If you are unhappy with how we have handled a return, refund or product issue, please contact us first at info@thebraaico.com.

We will make reasonable efforts to resolve the matter directly with you.

If we are unable to resolve the matter, you may have the right to refer your complaint to an appropriate consumer protection body or dispute-resolution forum, including the National Consumer Commission or the Consumer Goods and Services Ombud, where applicable.

You may also exercise any other rights or remedies available to you under applicable South African law.

14. Contact Us

For questions about returns, refunds, repairs or replacements, please contact:

The Braai Co.

Connor Clay and Yuveshan Naidoo, trading as The Braai Co.

Email: info@thebraaico.com

Telephone: +27 81 036 7775

Website: thebraaico.com

Physical address: 13th Avenue, Fairland, Johannesburg, Gauteng, South Africa

15. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes to our business practices, products or applicable legal requirements.

The version published on thebraaico.com at the time relevant to your purchase will apply, subject always to any mandatory rights provided by applicable law.