Last Updated: June 2026
At JayEx Store, we are committed to providing quality products and fair after-sales service. This Returns, Exchanges and Warranty Policy has been developed in accordance with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), the Consumer Goods and Services Ombud Code, and other applicable South African laws.
Nothing contained in this policy is intended to limit, restrict or remove any rights granted to consumers under South African law.
RETURNS POLICY
Customers may request a return where products are received damaged, defective, materially different from the description provided, or where an incorrect item has been supplied.
All return requests must be submitted to JayEx Store as soon as reasonably possible after receiving the goods.
Customers may be required to provide:
• Order number
• Proof of purchase
• Photographs of the product
• Photographs of packaging
• A detailed explanation of the issue
Returned products must be returned in substantially the same condition as supplied unless the return relates to a defect covered under the Consumer Protection Act.
JayEx Store reserves the right to inspect all returned goods before approving a return, exchange, repair, replacement or refund.
NON-RETURNABLE PRODUCTS
The following products are not eligible for returns or exchanges unless defective or supplied incorrectly:
• Customised products
• Personalised products
• Printed products
• Engraved products
• Special-order products
• Products manufactured according to customer specifications
• Clearance or end-of-line products
• Gift cards and vouchers
• Digital products and downloadable content
In accordance with the Electronic Communications and Transactions Act and applicable South African consumer legislation, customised and personalised goods are exempt from cooling-off rights and are generally non-refundable once production has commenced.
EXCHANGES POLICY
JayEx Store allows exchanges within four calendar days of the confirmed delivery date, subject to the conditions set out in this policy.
Customers wishing to exchange a product must notify JayEx Store within four calendar days after receiving the product. Requests submitted after this period may not qualify for an exchange unless otherwise required by the Consumer Protection Act 68 of 2008.
Exchanges may be approved where:
• The incorrect item was supplied.
• The product arrived damaged.
• The product contains a manufacturing defect.
• The exchange request falls within applicable consumer protection legislation.
Products requested for exchange must be returned unused, in original packaging, and with all accessories, manuals and components where applicable.
JayEx Store reserves the right to refuse exchanges where products have been used, altered, damaged through misuse, or are no longer in a resalable condition.
If the replacement product has a higher value than the original purchase, the customer will be required to pay the difference before the replacement is dispatched.
If the replacement product has a lower value, JayEx Store may issue a store credit or refund the difference at its discretion.
WARRANTY CLAIMS
Products supplied by JayEx Store may be covered by manufacturer warranties and the implied warranty of quality provided under Section 56 of the Consumer Protection Act.
Where a customer believes a product has developed a fault or defect during the applicable warranty period, the customer must contact JayEx Store to initiate a warranty assessment.
To ensure proper assessment of warranty claims, JayEx Store may arrange for its authorised courier partner to collect the product from the customer for inspection and testing.
The collected product will be assessed by JayEx Store, its suppliers, manufacturers, technicians, or authorised service providers to determine the cause of the fault.
WARRANTY ASSESSMENT PROCESS
Upon receipt of the product, a technical assessment will be conducted to determine whether:
• The fault resulted from a manufacturing defect.
• The fault resulted from defective workmanship.
• The fault is covered under the applicable warranty.
• The fault resulted from customer misuse, negligence, accidental damage, liquid damage, power surges, improper installation, unauthorised modifications, unauthorised repairs, abuse, normal wear and tear, or any other cause excluded from warranty coverage.
Where the assessment confirms that the product fault is covered under warranty, JayEx Store may, at its discretion and in accordance with the Consumer Protection Act:
• Repair the product;
• Replace the product; or
• Provide another suitable remedy as required by law.
Where the warranty claim is approved, JayEx Store will bear the reasonable collection and return courier costs associated with the warranty claim.
CUSTOMER-CAUSED DAMAGE
If the assessment determines that the fault, damage, or failure was caused by the customer or falls outside warranty coverage, the warranty claim will be declined.
Examples include but are not limited to:
• Physical damage
• Impact damage
• Liquid damage
• Power surge damage
• Incorrect usage
• Negligence
• Unauthorised repairs
• Tampering
• Improper installation
• Failure to follow manufacturer instructions
In such cases, JayEx Store may obtain a repair quotation from an authorised repair centre, technician, supplier, or manufacturer.
The quotation will be provided to the customer for consideration.
If the customer accepts the quotation, full payment for the repair must be made before repairs commence.
If the customer declines the quotation, cannot afford the repair, or otherwise chooses not to proceed with the repair, the customer shall be responsible for the courier costs required to return the product.
The customer will be issued with an invoice for the return courier charges.
The customer shall have fourteen (14) calendar days from the date of invoice to settle the courier charges.
Once payment has been received, JayEx Store will arrange for the product to be returned to the customer.
Should the customer fail to pay the courier charges within fourteen (14) days, JayEx Store reserves the right to retain the product until the outstanding courier fees have been settled, subject to applicable South African law.
CUSTOMER RESPONSIBILITIES
Customers are responsible for:
• Reading product descriptions before purchasing.
• Following all manufacturer instructions.
• Using products for their intended purpose.
• Retaining proof of purchase.
• Reporting faults promptly.
• Providing accurate information during warranty claims.
• Packaging products appropriately for collection where required.
COURIER COLLECTIONS
Where a warranty assessment requires physical inspection of a product, JayEx Store may arrange courier collection from the customer’s address.
Customers must ensure the product is securely packaged to reduce the risk of damage during transit.
JayEx Store shall not be responsible for damage caused by inadequate packaging provided by the customer.
CONSUMER RIGHTS
Nothing in this policy limits any rights provided under:
• Consumer Protection Act 68 of 2008
• Electronic Communications and Transactions Act 25 of 2002
• Consumer Goods and Services Ombud Code
• Protection of Personal Information Act 4 of 2013
• Any other applicable South African legislation
Customers retain all rights afforded to them under South African consumer protection laws.
DISPUTE RESOLUTION
Should a dispute arise that cannot be resolved directly with JayEx Store, customers may refer the matter to the Consumer Goods and Services Ombud (CGSO), the National Consumer Commission (NCC), or any other competent authority or court having jurisdiction within South Africa.
CONTACT US
JayEx Store
Email: support@jayexstore.co.za
Tel: (+27) 82 976 5121
For assistance with returns, exchanges, repairs, warranty claims, or product assessments, customers are encouraged to contact our support team before returning any product.