Returns & Refunds, Explained

From delivery, not from the day you ordered. The clock starts on the day the courier brings your order to your door; the carrier’s tracking record is the date we work from. You then have 30 full calendar days from that delivery date to contact us and request a return.

The window covers most items sold on AfriCam Online — cameras, E-Bikes & Scooters, Power Stations, Baby Strollers, Baby Car Seats, and Kids Ride-On Cars — as long as the item meets the condition requirements in Question 3 and is not on the excluded list in Question 4.

If your order has not been delivered yet, you don’t need to wait for it to arrive and come back to us: see cancelling an order below.

Email sales@africamonline.co.za with your order number, the item you would like to return, and the reason. If the item arrived damaged, defective, or incorrect, attach clear photos of the packaging and the item. You can also call +27 62 869 9583 (Monday–Saturday, 8:00 am–7:00 pm South African Time (SAST)), message us on WhatsApp, or use our contact form.

Our team reviews your request and replies with return instructions, the address to send the item to, and a reference to put on the parcel. We aim to respond to support enquiries within one business day.

Please don’t ship anything back before we reply — an unexpected parcel is hard to match to a request and can delay your refund.

Standard returns must be unused, in their original packaging, and complete with all accessories and manuals. Keeping every carton, bag, cable, and insert intact is what lets us restock an item and pass it on to the next customer in perfect condition.

In practice: unbox it, inspect it, read the manual, and satisfy yourself that it is the right model — just as you would over a counter in a shop. Using the product for its purpose takes it outside a standard return: an e-bike ridden on the road, a car seat fitted into a vehicle, or a power station run through a weekend of use has gone beyond inspection. Keep every component that shipped with the item, including chargers, keys, tools, fittings, and documentation.

The following items cannot be returned under the standard 30-day policy:

• Items damaged through misuse or negligence.
• Products missing original packaging or accessories.
• Personalised or special-order items.
• Gift cards and downloadable products.

These conditions apply to goodwill returns made under our store policy. Your legal rights — including for goods that are defective or unsafe (Question 11) — are not affected by this list.

If you are returning an item because you changed your mind, ordered the wrong model, or it doesn’t suit your needs, the cost of getting the item back to our Cape Town facility is yours. Return freight varies by the size of the item and where you are in South Africa, so we don’t publish a return shipping price list — ask a courier or road-freight service for a quote, and consider tracking and extra cover for valuable items (see Question 9).

If a return is because of our error — you received the wrong product — or because the item arrived damaged or defective, our published terms provide the remedy at no extra cost to you. Confirm the arrangement with us before you book or pay for any freight on an our-fault return.

Refunds are made for the item you return. If your order included a delivery charge, whether it is refundable depends on why the parcel is coming back, so check with us before shipping if that matters to you.

Once your return reaches us and passes inspection, refunds and exchanges are processed within 5–7 business days.

Refunds are issued to the original payment method — a card paid through Stripe is credited back to that card. Cash-on-delivery purchases are refunded by bank transfer once we receive your banking details. If your original payment method is no longer available, we settle by bank transfer instead.

After we issue the refund, your bank or card issuer may need a few further business days to show the credit; posting times after that are outside our control.

Prefer an exchange instead of money back? Say so in your request. We confirm stock and the next steps before you ship, and if an exchange cannot be filled we refund you instead.

Our published terms: if an item arrives damaged or defective, contact us within 7 days with photos, and we arrange a replacement, repair, or refund at no extra cost to you. There is no fee and no penalty for reporting a fault on arrival.

Good habits at handover make this easy: open parcels while the courier is still present where you can, note any visible damage on the delivery receipt before signing, photograph the outer carton, the packing, and the item, and keep everything until the matter is resolved.

Received the wrong product? Email sales@africamonline.co.za within 7 days of delivery with your order number and a photo of what you received, label and packaging included. You should not pay for our mistake: we arrange the correct product and the swap of the wrong one at no extra cost, and please don’t use or assemble the delivered item while it is being sorted.

Because every order ships by insured freight, freight damage is claimable properly — your prompt notice and photos are what make that possible.

No — telling them apart gets you the right help faster. A return is sending an item back within 30 days of delivery under this policy. A warranty claim is for a product that develops a fault later in its life, and it is handled under the manufacturer warranty that applies to that specific product.

Unless a listing states otherwise, our products are new and carry the applicable manufacturer warranty. Coverage is specific to the product and manufacturer: there is no single warranty period across the store, and we won’t promise one here. Check a model’s warranty terms in its listing, or ask us before you order, and keep your proof of purchase and product documentation.

If you need warranty support after the return window has closed, send us your order number, a description of the issue, and photos or a short video where you can. We help you with the next steps under the manufacturer’s terms for your item. Separate again from both: your statutory rights under South African law (Question 11) apply regardless of any warranty.

Pack the item as it arrived to us — original carton, moulded inserts, and protective films. If the original box is torn or squashed, put that box inside a sturdy outer shipping carton rather than replacing the packaging inside.

1. Everything back in the carton: accessories, cables, chargers, keys, tools, manuals, and paperwork.
2. Write your order number and the return reference on the outside of the parcel, and include a copy inside.
3. Ship to the address your support contact gives you. Our Sun Valley operation is a fulfilment facility, not a retail shop, so please don’t drop a return off in person.
4. For heavy or bulky items such as e-bikes, strollers, and power stations, book a road-freight pickup instead of a standard parcel, and follow your courier’s rules for shipping large batteries.

Refunds can only be processed once your return reaches us and passes inspection, so choose a tracked courier and consider extra cover for high-value items to protect your parcel for the trip back.

Tell us as soon as you know: email, call, or WhatsApp us with your order number. Most orders are processed within 1–2 business days, so timing matters, and we will always tell you straight away whether we caught your order in time.

If the order has not yet been dispatched, we cancel it at no charge, and anything you paid is refunded to your original payment method. There is no cancellation fee, though we can’t guarantee we can stop an order that is already being prepared or on its way to you. For cash-on-delivery orders, nothing is collected if you cancel before the courier hands the goods over.

If the parcel has already shipped, the simplest path back is our returns process: when it is delivered, the 30-day window and the conditions in this policy apply from that day.

Your rights under the Consumer Protection Act 68 of 2008 sit above any store policy, and this page is written in addition to them, never instead of them. Nothing here limits or excludes your statutory rights.

Key example: the Act provides an implied warranty of quality. If goods prove unsafe, defective, or of inferior quality, you may generally return them to the supplier within six months of delivery, without penalty and at the supplier’s risk and expense, and you may choose to have them repaired, replaced, or refunded. That protection is for goods that fail — it is not a six-month “change of mind” guarantee — and it runs alongside our 30-day store policy above, not against it.

Unsure which route — our returns policy or your statutory rights — fits your situation? Ask us. We would much rather get this clear before a return than argue about it afterwards.

A person reads every return request — no ticket black hole. These details also let you verify exactly who you are dealing with.

Email us

sales@africamonline.co.za

Call or message

+27 62 869 9583Chat on WhatsApp

Business hours

Monday–Saturday, 8:00 am–7:00 pm South African Time (SAST)

Registered details

AfriCam Online
CIPC: 2015/290244/07 · VAT: 4120281691

Fulfilment & returns address

32 Brigantine Ave, Sun Valley, Cape Town, 7985. Return parcels go to the address supplied by our support team with your return instructions — online orders only, no in-person sales or local drop-off.

More quick answers live in our FAQ, and order-specific help starts at the Help Centre. Read the About page for how delivery, payments, and warranties work overall.