Refund Policy

1. Our Commitment

RoyalPuffSA is committed to ensuring your satisfaction with every purchase. This Refund Policy is in accordance with the Consumer Protection Act, 68 of 2008 (CPA) of South Africa. Please read this policy carefully before placing an order.

2. Product Returns — Retail Orders

You may return an unopened, unused product within 7 days of delivery for a full refund or exchange, provided:

• The item is in its original, unopened packaging.
• Proof of purchase is provided.
• The item has not been used, damaged, or tampered with.

To initiate a return, contact us via WhatsApp or email within 7 days of receiving your order. We will arrange collection or provide instructions for return delivery. Return shipping costs are the customer's responsibility unless the product is defective or incorrectly supplied.

3. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please notify us within 48 hours of delivery with a photo and description of the issue. We will, at our discretion: replace the item at no charge; issue a full refund; or offer store credit. We will cover all return shipping costs for defective or incorrectly supplied items.

4. Non-Returnable Items

The following items are non-returnable and non-refundable for hygiene and safety reasons:

• Opened charcoal, flavours, shisha tobacco, or consumables.
• Used or opened mouthpieces, hoses, or bowl heads.
• Items that have been assembled or used in any way.
• Customised or specially ordered items.

5. Rental Service Cancellations & Refunds

For rental bookings and event packages:

• Cancellation 48+ hours before the scheduled service: Full refund of any deposit or payment made.
• Cancellation within 48 hours of the scheduled service: No refund. The full booking amount is forfeited.
• No-show or same-day cancellation: Full payment is forfeited.
• Service failure on our part: Full refund or reschedule offered at no additional cost.

All cancellations must be communicated in writing via WhatsApp or email and acknowledged by us to be valid.

6. Refund Processing

Approved refunds will be processed within 5–7 business days of us receiving and inspecting the returned item (for product returns) or confirming the cancellation (for services). Refunds will be issued via the original payment method. We are not responsible for any delays caused by your bank or payment provider.

7. Exchanges

We offer exchanges for unopened products of equal or lesser value within 7 days of delivery, subject to stock availability. Exchanges are not available for consumable products.

8. Consumer Protection Act

Nothing in this policy limits or excludes your rights under the Consumer Protection Act, 68 of 2008. Where any provision of this policy conflicts with the CPA, the CPA shall prevail.

9. Contact Us

To request a refund, return, or exchange, or for any queries regarding this policy:

Email: info@royalpuff.co.za
WhatsApp: +27 81 547 9415
Location: Johannesburg, South Africa