Terms, Refunds, Delivery & Privacy Policy

Hap Exclusives is a South African online marketplace offering home, outdoor, automotive, electronics, mobile accessory, and other general merchandise categories.

Some products may be sourced from third-party suppliers and fulfilled after an order is placed. Product availability, pricing, specifications, colours, compatible models, and delivery estimates may change from time to time.

We try our best to ensure that product names, descriptions, images, prices, compatible models, and stock information are accurate.

However:

• product images may be for illustration purposes
• colours may appear slightly different due to screen settings
• compatibility information must be checked carefully before purchase
• stock availability can change without notice
• product packaging may vary depending on supplier updates

Customers are responsible for selecting the correct product, model, colour, and variation before placing an order.

If you are unsure whether a product is compatible with your device, please contact us before purchasing.

Checkout rechecks product availability, the customer-facing price, minimum quantities, and the confirmed YunExpress EUDDP route before a payment order is created.

Online payment is processed by PayFast. Hap Exclusives does not store full card or bank-account details entered on PayFast.

A PayFast return page alone does not confirm payment. An order is confirmed only after PayFast sends a valid server notification and the payment amount and order details pass our verification checks.

We reserve the right to cancel or refund an order if:

• the product is unavailable
• the listed price was incorrect due to an error
• delivery cannot be completed
• the order appears fraudulent or suspicious
• supplier fulfilment is no longer possible

If we cancel an order after payment has been received, we will arrange a refund where applicable.

All prices are displayed in South African Rand (ZAR), unless stated otherwise.

For eligible products, the displayed price includes the confirmed YunExpress EUDDP delivery component to South Africa.

Prices may include:

• the product and sourcing service
• YunExpress EUDDP delivery and fulfilment
• applicable duties and tax included in the DDP arrangement
• handling and currency conversion allowances

Prices may change before an order is confirmed. Confirmed orders will not be affected unless there was an obvious pricing or system error.

Hap Exclusives currently delivers within South Africa.

Where shown on the product page or checkout, delivery is included in the product price.

For eligible products, we use the YunExpress EUDDP method. DDP means the confirmed delivery arrangement includes the applicable import duties and tax for the South African destination.

Delivery timelines are estimates and may be affected by:

• supplier processing time
• stock availability
• courier delays
• public holidays
• customs/logistics delays
• incorrect or incomplete delivery details
• events outside our reasonable control

Customers must provide accurate delivery information, including:

• full name
• phone number
• street address
• suburb
• city
• province
• postal code

Hap Exclusives is not responsible for delays or failed deliveries caused by incorrect or incomplete address details provided by the customer.

If a parcel is returned or delayed due to incorrect customer information, extra delivery costs may be for the customer's account.

You may request cancellation before your order has been processed, sourced, packed, or dispatched.

To request cancellation, contact us as soon as possible with your order number.

If the order has not yet been processed, we may cancel the order and arrange a refund.

Once an order has already been processed, sourced, dispatched, or handed to the courier/supplier, cancellation may no longer be possible. In that case, the refund and returns policy will apply.

If we are unable to fulfil your order due to supplier stock issues or delivery unavailability, we may offer:

• a refund
• an alternative product
• a store credit, where accepted by the customer

To request a return or refund, please email or WhatsApp us with:

• your order number
• product name or SKU if available
• reason for the return
• clear photos and/or videos showing the issue
• photos of the original packaging where relevant

We may request additional information to assess the matter before approving a return.

Defective, damaged, or incorrect items — report within 7 days

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery. Late reports may limit the remedies available.

After assessment, we may offer one of the following:

• replacement of the same product
• repair, where applicable and agreed
• partial refund
• full refund

Where a defective or incorrect item is approved for return, Hap Exclusives will arrange or cover the return courier/collection cost. The outcome depends on the nature of the fault, product condition, and supplier assessment.

This policy does not limit any rights you may have under the South African Consumer Protection Act (CPA) or other applicable consumer protection laws.

Change-of-mind returns — within 14 days of delivery

Change-of-mind returns may be accepted within 14 days of delivery, at our discretion, provided that:

• the item is completely unused and in original, unopened condition
• the item is in its original packaging with all tags, manuals, and accessories
• all parts and accessories are included and undamaged
• the product is in a fully resellable condition

Opened, used, installed, damaged, or incomplete products do not qualify for a change-of-mind return.

Non-returnable or excluded cases

Returns, refunds, replacements, or repairs may be refused where the issue was caused by:

• misuse or use outside the product's intended purpose
• accidental damage
• water or liquid damage
• incorrect installation by the customer
• normal wear and tear
• unauthorised repairs or modifications
• missing parts, accessories, or original packaging
• damage occurring after delivery
• customer selecting the wrong model, colour, or variation — where the correct product was supplied

For screen protectors, cases, and similar accessories: opened or installed products are generally not returnable unless defective or incorrectly supplied by us.

Approved refunds will be processed through the original payment method where possible.

PayFast and the customer's bank processing timelines may also apply to the refund.

Refunds cannot exceed the original amount paid for the order.

Third-party payment fees, currency conversion fees, bank charges, or return courier costs may not be refundable, to the extent permitted by law.

Some products may include supplier or manufacturer warranty coverage. Warranty terms may vary by product.

Warranty does not usually cover:

• misuse
• accidental damage
• water damage
• incorrect installation
• normal wear and tear
• unauthorised repairs
• damage after delivery

If a product becomes defective, contact us with your order number and evidence of the issue so we can assess the matter.

Nothing in this policy is intended to remove or reduce any rights you may have under South African consumer protection laws.

Customers are responsible for:

• providing accurate account, contact, and delivery details
• checking product compatibility before purchase
• selecting the correct model, colour, and variation
• using products according to their intended purpose
• inspecting products after delivery
• contacting us promptly if there is an issue

Hap Exclusives will not be liable for indirect, incidental, or consequential losses arising from the use of the website, delays, product misuse, courier delays, supplier delays, or circumstances outside our reasonable control.

Our liability, where applicable, will be limited to the amount paid for the product or order concerned, unless otherwise required by law.

Hap Exclusives respects your privacy and handles personal information responsibly.

Information we collect

We may collect personal information such as:

• name
• email address
• phone number
• delivery address
• billing information where applicable
• order details
• order or payment status
• website usage information

How we use your information

We use this information to:

• process orders
• arrange delivery
• communicate with customers
• provide support
• process refunds/returns
• prevent fraud
• comply with legal and payment obligations
• improve our website and services

Who we share information with

We may share necessary information with:

• PayFast for payment processing and fraud prevention
• couriers and logistics providers
• suppliers where needed for fulfilment
• service providers who help us operate the website
• authorities where required by law

We do not sell customer personal information.

Payment information is processed by PayFast. Hap Exclusives stores payment status and provider references needed to reconcile an order, but does not store full card or bank-account details entered on PayFast.

Customers may contact us to request access, correction, or deletion of their personal information, subject to legal and operational requirements.

We may update these terms and policies from time to time. The latest version will be published on this page with the updated date.

Continued use of the website after changes are published means you accept the updated terms.

For questions, cancellations, refunds, returns, delivery issues, or privacy requests, contact us:

Response times may vary, but we will try to respond as soon as reasonably possible.