Cancellation before fulfilment
Request cancellation as soon as possible using your order number. If the order has not been sourced, processed, packed or dispatched, we may cancel it and arrange a refund. Once fulfilment has started, cancellation may no longer be possible and the return rules below will apply.
Defective, damaged or incorrect items
Contact us within 7 days of delivery with the order number, product or SKU, a description of the issue, clear photos or video, and packaging photos where relevant.
After assessment, the remedy may be a replacement, repair where appropriate, partial refund or full refund. If an approved return is required because we supplied a defective or incorrect item, HAP Exclusives will arrange or cover the reasonable return courier cost.
Change-of-mind returns
A change-of-mind return may be requested within 14 days of delivery. The product must be unused, unopened, complete, undamaged and in its original resellable packaging with all accessories and manuals.
The customer arranges and pays for a trackable, prepaid return unless we agree otherwise in writing. Opened, installed, used, damaged or incomplete products generally do not qualify. This is especially relevant to screen protectors, cases and similar fitted accessories.
How to start a return
- Email support@hapexclusives.com or use the options on our contact page.
- Wait for written approval and the return instructions.
- Use the approved trackable return method. Do not send an unapproved return.
HAP Exclusives operates online and does not publish a residential return address. The applicable return address or collection instructions are supplied after approval.
Refund timing and method
Approved refunds are normally submitted within 5–10 business days after the returned item is received and assessed, or after an approved cancellation is confirmed. Additional PayFast or bank processing time may apply.
Refunds are made through the original payment method where possible and cannot exceed the original amount paid. This policy does not limit rights available under South African consumer law.