REFUND & RETURNS POLICY
Return subject to Inspection | Return Fee advised by Support Team
Refund & Returns Policy
1. The CartKing SA Return & Warranty Framework
At CartKing SA, we stand behind the quality of our products. We understand that sometimes plans change, or technology encounters unexpected faults. To protect both your purchase and our business integrity, our returns are divided into two clear categories:
Category A: Change of Mind / Unwanted Returns (30-Day Window) If you change your mind about a purchase, you have 30 calendar days from the physical delivery date to log a return. To qualify for a refund or exchange under this category, the item must be completely unused, pristine, and sealed in its original, undamaged retail packaging.
Category B: Factory Defects & Malfunctions (Product Warranty) If a product suddenly stops working for no apparent reason during normal, proper use, it is fully covered by our product warranty. You are protected against legitimate internal component failures, structural defects, or manufacturing faults.
2. Physical Return Address & Logistics
All authorized returns must be securely packaged and dispatched to our central processing depot:
CartKing SA Returns Department > 811 Milkwood Street, Ebony Park, Midrand, 1685
3. Return Shipping & Exchange Costs
To keep our prices affordable nationwide, our transit and logistics policies for returns and exchanges are structured as follows:
Returns via PAXI (PEP to PEP): If you are returning a defective item that fits within a standard or large PAXI sleeve, CartKing SA will cover the PAXI transit fees. The cost of your PAXI drop-off will be reimbursed directly into your final payout once the item is processed and approved by our technical team.
Oversized / Bulk Items (Door-to-Door Courier): If your item does not physically fit into a PAXI bag (e.g., large tools, power equipment, bulky automotive accessories), it must be sent to our depot using a traditional door-to-door courier service (such as The Courier Guy, Courierit, etc.). The customer is entirely responsible for booking and paying all shipping fees associated with door-to-door courier returns; these fees are non-refundable.
Product Exchanges: If you wish to exchange a working item for a different size, color, or model, the exchange is treated as a change of heart. The customer is strictly responsible for the back-and-forth transport costs—both the cost of shipping the original item back to us and the courier fee required to dispatch the replacement item back to you.
4. Quality Assurance Inspection & Void Warranty Conditions
Every item returned to our Ebony Park depot undergoes a rigorous diagnostic examination by our technical team to determine the exact root cause of the failure.
⚠️ Important Notice: A warranty strictly covers factory and manufacturing faults. It does not cover user negligence, accidental damage, or environmental wear and tear.
Your return or warranty claim will be instantly rejected if our technicians find any evidence of the following physical triggers:
Impact & Physical Damage: Signs that the item has been dropped, crushed, or cracked (including dented casings, shattered screens, or loose internal parts caused by impact).
Liquid & Moisture Ingress: Internal corrosion, water marks, or rust inside the unit showing it was exposed to water, rain, spills, or high-humidity environments (unless the item is explicitly rated as fully waterproof).
Unauthorised Tampering: Clear evidence that anyone has attempted to open, unscrew, repair, or alter the internal components of the device. Broken security seals or missing screws will void the warranty instantly.
Power Surges & Electrical Abuse: Burned circuit boards, fried components, or melted charging ports caused by using unapproved high-voltage chargers, or electrical damage resulting from loadshedding power surges.
Outcome of Assessment:
Approved Claims: If the item stopped working due to an internal manufacturing defect, your refund, replacement, or store voucher will be issued immediately, and any eligible PAXI return fees will be completely refunded.
Rejected Claims: If the item is rejected due to any of the user-damage factors listed above, the warranty is void. For returns handled via PAXI, CartKing SA will utilize your upfront purchase funds (the money that was originally supposed to be refunded to you) to pay the return shipping costs. We will use those funds to courier the product back to your designated PAXI collection point, accompanied by a formal diagnostic report from our technical team explaining the valid reason for rejection.
5. Secure Financial Reversals & Payouts
To maintain absolute compliance with South African anti-money laundering regulations and FICA guidelines, our refund protocols are strictly structured based on how you paid:
Gateway Payments (Cards & Instant EFT): Refunds will be automatically reversed via our certified secure gateway back to the source account. These typically reflect within 3 to 7 business days depending on bank processing cycles.
Direct Bank Deposits & Manual EFTs: If you paid via a direct deposit into the CartKing SA business bank account, refunds will only be paid out once the customer provides formal banking details (a stamped bank confirmation letter or digital statement snippet) and those details are thoroughly verified by our account team.
Immediate Alternative Payouts: For faster processing of manual payments, customers may elect to receive their refund instantly via an FNB eWallet / CashSend transfer, or via a high-priority CartKing SA digital store voucher code.
6. How to Initiate your Return
To open a return file, reach out to our dedicated operations desk with your original order number and a brief description of the issue:
Support Email: support@cartkingsa.co.za
Official WhatsApp Line: +27 62 877 4667