Refund and Cancellation Policy

1. Introduction

5 Star Industries SA (Pty) Ltd aims to provide quality cleaning products, furniture and décor products and reliable customer service.

This Refund and Cancellation Policy explains the circumstances under which orders may be cancelled, returned or refunded.

Nothing in this policy is intended to limit or exclude any rights available to consumers under applicable South African law.

2. Cancelling an Order

Customers may contact us to request cancellation of an order as soon as possible after placing it.

Where an order has not yet been dispatched, we will make reasonable efforts to cancel the order.

If the order has already been dispatched, the cancellation may be treated as a return and the applicable return provisions will apply.

To request a cancellation, contact:

Please provide your order number and the reason for the cancellation.

3. Damaged Products

If your product arrives damaged, please notify us as soon as reasonably possible after delivery.

Please provide:

• Your order number;
• A description of the damage; and
• Photographs of the damaged product and packaging where possible.

We will assess the matter and, where appropriate, arrange a replacement, repair or refund in accordance with applicable law.

4. Incorrect Product

If we send you a product that is different from the product you ordered, please contact us as soon as reasonably possible.

We will arrange an appropriate remedy, which may include collection or return of the incorrect product and delivery of the correct product, replacement or refund.

5. Returns

Where a return is permitted under applicable law or agreed to by 5 Star Industries SA (Pty) Ltd, products should generally be returned in an appropriate condition and, where reasonably possible, in their original packaging.

Certain products may be subject to specific return conditions because of their nature, hygiene considerations, use, damage or other circumstances.

Nothing in this section limits any statutory consumer rights.

6. Change-of-Mind Returns

Where a customer requests to return a product simply because they have changed their mind, the return will be handled in accordance with the customer's rights under applicable South African consumer law and the nature of the product.

Products that have been used, damaged or altered by the customer may not qualify for a change-of-mind return where the law permits us to refuse such a return.

Any permitted change-of-mind return may be subject to reasonable return, collection or delivery costs where legally permitted.

7. Furniture and Décor

Furniture and décor products should be inspected upon delivery.

Customers should notify us promptly if a product is damaged, defective or materially different from what was ordered.

Because certain furniture and décor products may have individual characteristics, minor variations in colour, grain, texture or finish do not necessarily constitute a defect.

8. Cleaning Products

Cleaning products should be stored and used in accordance with the instructions and warnings supplied with the product.

Returns of opened or used cleaning products may be subject to specific conditions, particularly where health, hygiene or safety considerations apply.

Nothing in this policy removes any consumer rights relating to defective or unsafe products.

9. Refunds

Where a refund is approved, the refund will normally be processed using the same payment method used for the original transaction, where reasonably possible.

Online payments made through Ozow may be subject to the processing procedures of the relevant payment service provider and financial institution.

The time taken for a refund to reflect in a customer's account may therefore vary.

10. Delivery Charges

Where an order is cancelled or returned, delivery or collection charges will be handled in accordance with applicable law and the circumstances of the return.

Where the product is defective, damaged on arrival or incorrectly supplied by us, we will take reasonable steps to resolve the matter without unfairly imposing costs on the customer.

11. Products Made or Ordered Specifically for a Customer

Where a product is specially made, customised or ordered specifically for a customer, cancellation or return rights may be affected by the nature of the product and applicable South African law.

Customers should contact us before placing an order if they require clarification regarding a customised or specially ordered product.

12. Fraudulent or Unauthorised Transactions

Where we reasonably suspect that an order or payment is fraudulent or unauthorised, we may suspend or cancel the transaction and investigate the matter.

13. How to Request a Refund or Cancellation

Please contact us using one of the following methods:

Please provide:

• Full name;
• Order number;
• Contact details;
• Product concerned; and
• Reason for the cancellation, return or refund request.

We may request photographs or other information where necessary to assess the request.

14. Processing Requests

We will assess refund, return and cancellation requests as soon as reasonably practicable.

Where a refund is approved, we will communicate the applicable refund process and any relevant requirements to the customer.

15. Consumer Rights

Nothing in this Refund and Cancellation Policy is intended to exclude, restrict or waive any rights granted to consumers by the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 , or other applicable South African legislation.

Where a provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

16. Contact Details

Last Updated: 20 August 2026