Refund policy

Effective Date: 01/07/2026

Welcome to Navelique. We are committed to providing premium-quality travel bags, luggage, and travel accessories. This Return & Refund Policy explains your rights and our obligations regarding returns, exchanges, and refunds.

This policy is governed by the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African laws. Nothing in this policy is intended to limit or exclude any rights afforded to consumers under applicable legislation.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within the applicable return period.
  • The product must be unused, undamaged, and in its original condition.
  • All original packaging, tags, manuals, accessories, and protective materials must be included.
  • Proof of purchase must accompany the return.
  • The product must not show signs of misuse, abuse, negligence, alteration, or accidental damage.

Navelique reserves the right to inspect all returned products before approving any refund, replacement, or exchange.

2. Change of Mind Returns

South African law does not generally require retailers to accept returns simply because a customer has changed their mind.

Accordingly, Navelique does not accept returns for the following reasons:

  • The customer no longer wants the product.
  • The incorrect product was ordered.
  • The customer found the product elsewhere.
  • The customer no longer requires the item.

At our sole discretion, Navelique may approve a return under exceptional circumstances. Where approved:

  • The request must be made within 7 days of delivery.
  • The product must be unused and in resalable condition.
  • Original packaging and tags must remain intact.
  • The customer is responsible for all return shipping costs.
  • A reasonable handling or restocking fee may be deducted where permitted by law.
  • Original delivery charges are non-refundable.

Approval of one discretionary return does not create any obligation for Navelique to approve future returns.

3. Cooling-Off Period for Online Purchases

Where applicable under Section 44 of the Electronic Communications and Transactions Act, customers purchasing goods online may cancel their purchase within 7 days after receiving the goods.

To qualify:

  • Goods must be returned unused.
  • Goods must remain substantially in their original condition.
  • Customers are responsible for the direct cost of returning the goods.
  • Refunds will only be processed after the returned goods have been received and inspected.

Where permitted by law, Navelique reserves the right to deduct any direct costs incurred in restoring goods to a saleable condition.

4. Incorrect, Damaged or Incomplete Orders

If you receive:

  • an incorrect product;
  • a damaged product;
  • an incomplete order; or
  • a product damaged during delivery,

you must notify Navelique within 48 hours of delivery.

Your claim should include:

  • your Order Number;
  • clear photographs of the product;
  • photographs of the packaging;
  • a detailed description of the issue.

Prompt reporting enables us to investigate courier-related claims. This reporting period does not affect your statutory rights regarding defective goods under the CPA.

5. Defective Products

If a product is defective, unsafe, or fails to meet the standards required under the Consumer Protection Act, you may return it within 6 months of delivery.

This right does not apply where the defect resulted from:

  • misuse;
  • abuse;
  • accidental damage;
  • negligence;
  • improper storage;
  • normal wear and tear;
  • unauthorized repairs or modifications.

Following inspection, Navelique will, in accordance with the CPA:

  • repair the product;
  • replace the product; or
  • refund the purchase price.

Where inspection determines that no manufacturing defect exists, the customer may be responsible for the cost of returning the product.

6. Condition of Returned Products

Returned products must:

  • be clean and free from dirt, stains, or odours;
  • show no signs of use;
  • contain all original packaging;
  • include all accessories and documentation;
  • be securely packaged for return shipment.

Returns that do not meet these conditions may be declined where legally permissible.

7. Non-Returnable Products

Unless required by law, the following products cannot be returned:

  • Gift cards.
  • Personalised or custom-made products.
  • Clearance or final-sale items marked as non-returnable.
  • Products damaged after delivery due to misuse or negligence.
  • Products altered or repaired by unauthorized persons.
  • Products returned without proof of purchase where ownership cannot reasonably be established.

8. Return Shipping

Unless a return is due to:

  • our error;
  • an incorrect shipment; or
  • a confirmed manufacturing defect,

the customer is responsible for:

  • return shipping costs;
  • shipping insurance (recommended);
  • any risk associated with return transit.

Ownership and risk remain with the customer until the returned goods have been received by Navelique.

Original shipping charges are non-refundable unless otherwise required by law.

9. Inspection of Returned Goods

Every returned item is carefully inspected.

Navelique reserves the right to refuse a refund or replacement where:

  • the product has been used beyond what is reasonably necessary to inspect it;
  • packaging is missing;
  • accessories are missing;
  • the item has been damaged after delivery;
  • the product has been modified;
  • serial numbers or identifying labels have been removed;
  • the returned item differs from the item originally supplied.

10. Refunds

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refunds will only be processed once:

  • the returned goods have been received;
  • inspection has been completed; and
  • eligibility has been confirmed.

Processing times may vary depending on your financial institution or payment provider.

11. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, cancellation requests will be processed under this Return & Refund Policy.

If non-recoverable payment processing fees or third-party transaction costs have already been incurred, Navelique reserves the right to deduct such costs where permitted by applicable law.

12. Refused or Undeliverable Orders

If an order is returned because:

  • an incorrect delivery address was provided;
  • delivery was refused without lawful reason;
  • the parcel was not collected;
  • repeated delivery attempts were unsuccessful,

the customer may be required to pay additional shipping charges before the order can be re-dispatched.

13. Fraud Prevention

To protect our customers and business, Navelique reserves the right to:

  • verify customer identity;
  • request additional supporting documentation;
  • refuse refunds where fraudulent activity is reasonably suspected;
  • refuse returns involving abuse of our returns process;
  • report suspected fraud to payment providers or relevant authorities.

14. Limitation of Liability

To the maximum extent permitted by South African law, Navelique shall not be liable for:

  • indirect or consequential losses;
  • loss of profits or business opportunities;
  • delays caused by third-party courier services;
  • customs delays;
  • supplier delays;
  • events beyond our reasonable control, including natural disasters, strikes, power outages, or force majeure events.

Nothing in this policy limits any rights that cannot legally be excluded under the Consumer Protection Act or any other applicable legislation.

15. Contact Us

If you wish to request a return or report an issue, please contact us before returning any product.

Navelique Customer Support

Email: Naveliquesupport@Gmail.com

When contacting us, please include:

  • Full Name
  • Order Number
  • Contact Number
  • Description of the issue
  • Supporting photographs (if applicable)

This policy forms part of Navelique's Terms and Conditions and should be read together with our Shipping Policy, Privacy Policy, and Website Terms of Use.

This version is written in a style suitable for a professional e-commerce store and provides strong protection for your business while remaining consistent with South African consumer law.