Refund policy

Return & Refund Policy

Last updated: 5 October 2026

At PAKDONKIE, we want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so that we can assist you.

1. Returns

We accept returns in accordance with applicable South African consumer protection laws.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be returned with its original packaging, where reasonably possible.

  • Include all accessories, parts, manuals, and items supplied with the product.

  • Not show signs of damage caused by misuse, incorrect assembly, negligence, or normal wear and tear.

Certain items may not be eligible for return where their nature makes a return inappropriate or where the item has been used, damaged, or altered after delivery.

2. Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible with:

  • Your order number.

  • A description of the problem.

  • Clear photographs or videos showing the issue.

  • Photographs of the packaging if the parcel arrived damaged.

We will assess the issue and, where applicable, arrange a replacement, repair, refund, or other appropriate solution.

3. Change-of-Mind Returns

If you simply change your mind about a purchase, returns may be accepted where permitted by our return conditions and applicable South African law.

The customer may be responsible for the return delivery costs associated with a change-of-mind return.

The product must be returned in an acceptable condition and must meet the return requirements above.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the original payment method where reasonably possible.

Please allow additional processing time for your bank or payment provider to reflect the refund in your account.

5. Exchanges

Where stock is available, we may offer an exchange for an eligible item.

If the requested replacement is unavailable, we may offer an alternative solution, store credit, or refund where applicable.

6. Return Shipping

If the return is due to a PAKDONKIE error, defective product, or incorrect item, we will assist with the return arrangements where applicable.

For a change-of-mind return, the customer may be responsible for the applicable return delivery costs.

We recommend using a tracked delivery service when returning an item. PAKDONKIE cannot be responsible for a return parcel that is lost while being sent back by the customer.

7. Sale Items

Sale or promotional items may have specific return conditions, which will be communicated at the time of purchase.

Your statutory consumer rights are not affected by a product being on sale.

8. Products Damaged Through Misuse

PAKDONKIE cannot accept responsibility for damage resulting from:

  • Incorrect assembly or installation.

  • Exceeding the product's recommended weight or capacity.

  • Improper use.

  • Accidents or impacts.

  • Negligence.

  • Unauthorised modifications.

  • Normal wear and tear.

Always follow the product's instructions and safety guidelines.

9. How to Request a Return

To request a return, please contact PAKDONKIE Customer Support with your order number and details of the reason for the return.

Please do not send an item back without contacting us first. We will provide the appropriate return instructions.

10. Contact Us

If you have any questions about returns or refunds, please contact us through the contact details provided on our website.

PAKDONKIE
Pack it. Pull it. Lekker.

We reserve the right to inspect returned products before approving a refund, replacement, or exchange. Nothing in this policy limits any rights you may have under applicable South African consumer protection law.