Returns, Refunds and Replacements Policy
At Pinnacle Protection Enterprises, we are committed to providing quality products and excellent customer service. This policy complies with the Consumer Protection Act, 68 of 2008 (CPA) and does not limit any rights afforded to consumers under applicable law.
We want every order to arrive correctly and in good condition. If something is wrong with your delivery, or you need to return a product, this policy explains your options and how to reach us. Your rights under the Consumer Protection Act (CPA) apply in full. If a product arrives damaged, defective, or incorrect, we will arrange collection and resolve it at no cost to you. For returns or refund queries, contact our Internal Sales Team on 011 493 9511.
- Returns for Online Purchases
Where products are purchased through our online store, consumers may be entitled to cancel a transaction within 5 business days after delivery, in accordance with the CPA cooling-off provisions applicable to direct marketing transactions.
To cancel a purchase within this period:
- You must notify Pinnacle in writing of your intention to cancel within the applicable timeframe
- The product must be returned in its original condition, with all packaging, accessories, manuals and documentation where reasonably possible
- Any direct costs associated with returning the goods under the cooling-off provisions may be for the customer’s account, as permitted by law
- Defective, Damaged or Incorrect Goods
If a product is delivered damaged, defective, unsafe, unsuitable for its intended purpose, or does not match the description provided at the time of sale, please notify Pinnacle as soon as reasonably possible.
In terms of Section 56 of the Consumer Protection Act, customers may return defective goods within 6 months of delivery and may elect to receive:
- A replacement; or
- A full refund
Where goods are confirmed to be defective, damaged, or incorrectly supplied, Pinnacle will bear the reasonable costs associated with the collection and replacement of the goods.
- Change of Mind Returns
Returns requested due to a change of mind are not automatically required under the CPA and may be accepted at Pinnacle’s discretion.
Where approved, the following conditions apply:
- The goods must be unused
- The goods must be in their original packaging and in a resaleable condition
- Proof of purchase must be provided
- Any return shipping costs may be deducted from the refund amount
Products that have been specially ordered, customised, manufactured to specification, or otherwise identified as non-returnable may not qualify for return unless defective.
- Return Process
To request a return, refund, or replacement, please contact our Internal Sales Team:
Telephone: 011 493 9511
When contacting us, please have the following ready:
- Proof of purchase
- Order number
- Product details
- Reason for the return
- Photographs where applicable
Pinnacle may inspect returned products before approving a refund, replacement, or repair.
- Refunds
Once a return has been approved, refunds will be processed to the original method of payment where possible.
Pinnacle aims to process approved refunds within 5 working days of approval. The time required for funds to reflect may depend on your banking institution or payment provider.
- Incorrect Deliveries
If Pinnacle delivers products that were not included in your order, please notify us promptly and make the goods available for collection.
No collection or return costs will be charged to the customer where the incorrect delivery resulted from an error by Pinnacle.
- Your Rights Under the Consumer Protection Act
Nothing in this policy is intended to exclude, restrict, or limit any rights that consumers may have under the Consumer Protection Act or any other applicable law.