Return & Refund Policy

Last Updated: 1 September 2026

At Genworks, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a transparent return process in full compliance with the South African Consumer Protection Act (CPA) and Electronic Communications and Transactions (ECT) Act.

Return Window

• Standard Return Window (Buyer’s Remorse / Change of Mind): You have 30 days from the date of physical delivery to request a return for non-defective items.

• ECT Act Cooling-Off Period: Pursuant to Section 44 of the ECT Act, you may cancel your purchase without reason within 7 days of receiving the goods.

• Defective / Faulty Goods (CPA Section 56): All products carry a 6-month statutory warranty. If an item is defective, unsafe, or fails to perform as intended, you are entitled to a repair, replacement, or full refund within 6 months of delivery.

Eligibility Criteria for Returns

To qualify for a standard return (change of mind/buyer’s remorse):

• Items must be unused, undamaged, and in the original packaging.

• All tags, accessories, manuals, and free gifts included with the product must be returned.

• Proof of purchase (invoice or order confirmation number) must be provided.

Exceptions / Non-Returnable Items:

• Custom-made or personalised products (unless defective).

• Hygiene-sensitive goods if the seal has been broken after delivery.

Return Shipping Costs & Fees

• Buyer’s Remorse / Change of Mind: The customer is responsible for covering the cost of courier return shipping to our Randburg warehouse.

• Defective, Damaged, or Incorrect Items: Genworks will cover 100% of the return shipping costs. We will arrange a courier collection from your address at no charge to you.

• Restocking Fees: We do NOT charge any restocking fees or administration charges on eligible returns.

How to Initiate a Return

1. Submit a Request: Contact our support team via email at info@genworks.co.za or phone at 087 721 5964 with your order number, details of the item, and reason for return.

2. Authorization & Instructions: Our team will respond within 24–48 business hours with return approval and instructions/shipping labels.

3. Dispatch: Package the item securely to prevent damage during transit and hand it over to the courier.

Refund Method & Processing Timeframes

• Inspection: Once your return is received at our facility, our quality control team will inspect the item within 2 business days.

• Refund Issuance: Once approved, your refund will be processed immediately.

• Refund Method: Refunds are credited back to the original payment method used during purchase (e.g., credit/debit card or EFT).

• Processing Time: It typically takes 3 to 7 business days for the refund to reflect in your bank account, depending on your financial institution.

Contact Information

For any questions regarding returns, repairs, or refunds, please contact us:

• Company Name: Genworks

• Phone: 087 721 5964

• Email: info@genworks.co.za

• Physical Return Address: 370 Oak Ave, Ferndale, Randburg, 2194, South Africa

• Support Hours: Monday – Friday: 08:00 AM – 05:00 PM