Returns & Refunds
Last updated: September 2026
We want you to be happy with your PINBOX.
If something isn’t right with your order, let us know and we’ll work with you to sort it out.
This policy explains how PINBOX handles returns, exchanges, refunds and product-related complaints.
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.
1. When you can contact us about a return
Please contact PINBOX if:
- your order arrives damaged;
- you receive the wrong product;
- an item is missing from your order;
- your PINBOX product has a defect;
- the product does not meet applicable quality requirements; or
- you believe there is another problem with your purchase.
Please contact us as soon as reasonably possible after discovering the problem.
For damaged deliveries, photographs of the packaging and product are particularly helpful when we investigate the issue.
2. Damaged products
We package PINBOX products carefully before dispatch, but occasionally things can happen during delivery.
If your PINBOX arrives damaged:
- Take photographs of the outer packaging.
- Take photographs of the damaged product.
- Keep the packaging and product.
- Contact us with your order number and photographs.
We’ll assess the issue and work with you to determine the appropriate resolution.
Depending on the circumstances, this may include a replacement, repair or refund.
3. Incorrect products
If we send you the wrong product, please contact us as soon as possible.
We’ll arrange the appropriate next step and, where applicable, arrange for the incorrect product to be returned.
You should not be responsible for the cost of correcting an error made by PINBOX.
4. Defective products
If you believe your PINBOX product is defective, contact us with:
- your order number;
- a description of the problem;
- photographs or video where useful; and
- any other information that may help us understand the issue.
We may ask you to return the product so that it can be inspected.
Where the product is defective or otherwise fails to meet applicable legal requirements, PINBOX will provide the remedy required by applicable South African consumer law.
This may include repair, replacement or refund, depending on the circumstances and the applicable legal requirements.
5. Your consumer rights
PINBOX respects the rights provided to consumers under the Consumer Protection Act 68 of 2008.
Nothing in this Returns & Refunds Policy removes, limits or waives a consumer right or remedy that cannot legally be excluded.
Where the Consumer Protection Act provides a remedy in relation to defective or unsuitable goods, that remedy will apply.
6. Change-of-mind returns
If you simply change your mind about a purchase, different rules may apply depending on how and when the purchase was made and the condition of the product.
Where a change-of-mind return is legally available, the product may need to be returned within the applicable period and in the required condition.
Unless applicable law provides otherwise, the product should be:
- unused;
- undamaged;
- complete;
- in its original packaging where reasonably possible; and
- accompanied by proof of purchase.
PINBOX reserves the right to assess whether a requested change-of-mind return meets the applicable requirements.
Nothing in this section limits any statutory cooling-off or cancellation rights that may apply to your purchase.
7. Products that have been used
For hygiene, safety, quality-control or other legitimate reasons, certain products may not be suitable for return after use where applicable law permits such an exclusion.
This does not affect your rights in relation to products that are defective or otherwise fail to meet applicable legal requirements.
If you believe there is a problem with a product you have already used, contact us rather than assuming it cannot be returned.
We’ll assess the situation.
8. How to request a return
To request a return, contact PINBOX through our Contact page.
Please provide:
- your full name;
- order number;
- email address used for the order;
- product concerned;
- reason for the return; and
- photographs or other supporting information where relevant.
Please wait for instructions from PINBOX before sending a product back.
Do not send a return to an address obtained from an old order, courier label or third party.
We’ll provide the appropriate return instructions where a return is required.
9. Return shipping
Who is responsible for return shipping depends on the reason for the return and the circumstances of the order.
Where a product is defective, incorrectly supplied or otherwise requires a remedy for which PINBOX is responsible, we will handle return shipping in accordance with applicable law and the circumstances of the case.
For voluntary change-of-mind returns, where such a return is permitted, the customer may be responsible for applicable return delivery costs.
We’ll confirm the applicable arrangement before the return is sent.
10. Inspection of returned products
Where a product is returned for inspection, PINBOX may inspect the product to establish the nature of the problem.
This does not mean that your statutory rights are being replaced by our inspection process.
We’ll communicate the outcome of the assessment and the available resolution.
11. Refunds
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
The time it takes for a refund to appear in your account may depend on the payment provider or financial institution involved.
PINBOX cannot control processing times imposed by third-party banks or payment providers.
12. Refund amounts
Where a full refund is applicable, the amount refunded will be determined in accordance with the circumstances of the transaction and applicable law.
Where only part of an order is affected, the refund may relate only to the affected product or portion of the order.
Any applicable delivery or return costs will be dealt with according to the reason for the return and applicable law.
13. Exchanges and replacements
Where appropriate, PINBOX may offer a replacement or exchange instead of a refund.
The appropriate remedy will depend on the circumstances, the product involved, its availability and applicable consumer law.
If a replacement is unavailable, another legally appropriate remedy may be offered.
14. Promotional and discounted products
Products purchased as part of a promotion or discount remain subject to applicable consumer rights.
Any specific promotional conditions will be communicated as part of the relevant offer.
A discount or promotion does not remove statutory consumer protections.
15. Proof of purchase
We may request reasonable proof of purchase when processing a return or refund.
This may include:
- your order number;
- order confirmation;
- invoice;
- payment confirmation; or
- other reasonable information that allows us to identify the transaction.
16. Fraudulent or abusive returns
PINBOX reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.
Nothing in this section affects legitimate consumer rights.
17. Questions about a return?
If something isn’t right with your PINBOX order, please contact us.
Tell us what happened, provide your order number and, where useful, send photographs.
We’ll take it from there.
PINBOX (PTY) LTD
Store. Protect. Perform.
Preparation powers performance.
Last updated: September 2026