Refund and Return Policy

RETURN & REFUND POLICY

At 20percent, we are committed to providing a transparent shopping experience and excellent customer service. This Return & Refund Policy explains your rights and responsibilities when requesting a return, exchange, or refund.

This policy is intended to operate alongside the South African Consumer Protection Act (CPA). Nothing in this policy limits or excludes any rights that consumers may have under applicable law.

1. HOW TO REQUEST A RETURN OR EXCHANGE

To request a return or exchange, please contact our Customer Support team and provide:

✔ Your order number.

✔ The reason for your return or exchange request.

✔ Clear photos or videos where applicable.

For defective products, please include photos or videos clearly showing the defect.

✖ Requests submitted without an order number cannot be processed.

2. RETURN ELIGIBILITY

A. Standard Returns (Change of Mind)

If you wish to return a product for reasons other than a manufacturing defect, you must submit your request within 14 calendar days from the date you receive your order.

To qualify, the product must:

✔ Be unused and in its original condition.

✔ Include all original packaging, accessories, manuals, labels and protective stickers.

✔ Not show signs of misuse, damage, alteration or unauthorized repair.

✔ Be suitable for resale.

For pre-owned phones, we strongly recommend providing:
• A complete unboxing video recorded when opening the parcel.
• A brief explanation of the reason for the return.

Providing an unboxing video helps us investigate shipping-related issues such as missing items or transit damage more efficiently.

B. Returns for Manufacturing Defects

If your product has a confirmed manufacturing or quality defect, you may submit a return, repair, replacement or refund request within 90 calendar days from the date you receive your order.

To process your request, please provide:

✔ Your order number.

✔ A description of the defect.

✔ Clear photos or videos showing the issue where applicable.

After receiving the returned product, 20percent will inspect the item to verify the reported defect.

If a manufacturing or quality defect is confirmed, 20percent will provide an appropriate remedy in accordance with the South African Consumer Protection Act (CPA), which may include:
• Repair;
• Replacement; or
• Refund.

The 90-day return period applies only to confirmed manufacturing or quality defects. It does not apply to accidental damage, misuse, liquid damage, unauthorized repairs, normal wear and tear, or any damage caused after delivery.

3. ITEMS NOT ELIGIBLE FOR RETURN

The following situations are not considered manufacturing defects and are not eligible for a return, exchange or refund:

✖ Normal cosmetic wear and tear.

✖ Accidental damage.

✖ Liquid or water damage.

✖ Lightning or electrical surge damage.

✖ Damage caused by misuse, abuse or negligence.

✖ Damage caused by unauthorized repairs, modifications or alterations.

✖ Cracked screens or impact damage caused by dropping the device.

✖ Damage caused by using incompatible chargers, cables or accessories.

✖ Damage caused by insects, infestation or environmental exposure.

✖ Products with missing accessories or components that were lost after delivery.

4. PARTIAL REFUNDS

A partial refund may be issued where permitted by applicable law if:

✔ The returned item is not in its original condition.

✔ Accessories or components are missing.

✔ The product has been damaged due to reasons not caused by 20percent.

✔ The product has been used or its resale value has been reduced.

Any deduction will be based on the actual reduction in the product’s resale value.

5. ORDER CANCELLATION & ORDER MODIFICATION

Customers may request changes to product colour, storage capacity or shipping information within 24 hours of placing an order, provided the order has not entered processing or shipment.

If a customer requests cancellation before shipment, a 10% cancellation fee may apply to cover unavoidable operational costs, including:
• Payment gateway processing fees.
• Warehouse handling.
• Order preparation.
• Administrative processing.

If the order has already been shipped, cancellation may no longer be possible.

If cancellation is approved after shipment, the same handling fee and any applicable shipping costs may be deducted from the refund where permitted by applicable law.

6. RETURN SHIPPING

Unless the return is due to:
• A confirmed manufacturing defect;
• An incorrect product sent by 20percent;
• Missing items caused by 20percent;

Customers are responsible for arranging and paying for return shipping.

Where the return is due to an error made by 20percent, we will arrange or reimburse reasonable return shipping costs.

7. REFUNDS

Once the returned product has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method whenever possible.

Please note that the time required for funds to appear in your account depends on your payment provider or financial institution.

8. IMPORTANT INFORMATION

Please inspect your parcel immediately upon delivery.

For claims involving:
• Shipping damage;
• Missing accessories;
• Incorrect products;

We recommend contacting 20percent as soon as possible and providing supporting photos or videos.

For pre-owned phones, a complete unboxing video greatly assists our investigation and helps us resolve claims more quickly.

Only one voluntary return or exchange request (change of mind) is permitted per order. This limitation does not affect your statutory rights in relation to confirmed manufacturing defects under applicable consumer protection laws.

9. POLICY UPDATES

20percent reserves the right to update or amend this Return & Refund Policy at any time.

Any changes will not affect consumers’ statutory rights under the South African Consumer Protection Act (CPA) or any other applicable legislation.