Refund policy

ROAM – Return & Refund Policy (South Africa)

Last updated: 2026/08/20

This Return & Refund Policy applies to purchases made from ROAM, including phone cases, wallets, money clips, and related accessories. This policy is intended to operate in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

By placing an order with ROAM, you acknowledge that you have read this policy. Nothing in this policy excludes, restricts, or waives any consumer rights that cannot lawfully be excluded under applicable law.

1. General Policy

At ROAM, we aim to provide quality products and a reliable shopping experience. We encourage customers to carefully review product descriptions, dimensions, compatibility information, colours, materials, and other specifications before placing an order.

Returns, exchanges, and refunds are handled in accordance with this policy and applicable South African law.

Please note:

  • Change-of-mind returns are subject to the applicable statutory cooling-off provisions and any additional voluntary return policy expressly offered by ROAM.

  • Products must be returned in accordance with the requirements applicable to the specific type of return.

  • All return requests must be submitted through our official contact email.

  • ROAM may request reasonable supporting information and inspect returned goods where legally permitted.

  • A return request does not automatically constitute approval for a refund or exchange.

2. Change-of-Mind Returns and Cooling-Off Rights

2.1 Statutory Cooling-Off Rights

For qualifying electronic transactions, Section 44 of the ECTA generally permits a consumer to cancel a transaction for goods without providing a reason within seven days after receiving the goods, subject to the Act's provisions and exceptions.

Where this statutory right applies:

  • The customer must notify ROAM of the cancellation within the applicable statutory period.

  • The customer must return the goods as required by law.

  • The customer may be responsible for the direct cost of returning the goods, as permitted by law.

  • ROAM will process any refund within the timeframe prescribed by applicable law.

Where a transaction is subject to a different statutory cancellation right, including qualifying direct-marketing transactions under the CPA, the applicable legal requirements will apply.

2.2 Condition of Returned Goods

For change-of-mind returns, customers should return products:

  • Unused and in their original condition.

  • With all supplied components, accessories, tags, and packaging, where applicable.

  • Free from scratches, stains, cracks, bends, dents, alterations, or other damage caused after delivery.

  • With any original protective films, labels, or seals intact, where reasonably applicable.

Customers should take reasonable care of products while examining them.

Where the law permits consideration of the condition of returned goods, ROAM may assess whether the product has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning.

Nothing in this section removes a customer's statutory cancellation rights or permits ROAM to impose a charge prohibited by law.

3. Defective, Damaged, or Incorrect Products

ROAM takes product quality seriously. If an item arrives defective, damaged, materially different from its description, or different from the item ordered, please contact us as soon as reasonably possible.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or videos showing the product and the reported issue.

  • Photographs of the packaging, where relevant.

ROAM may request the return of the product for a reasonable inspection where appropriate.

3.1 Statutory Protection

Under Section 56 of the CPA, qualifying goods that fail to meet the applicable quality requirements within six months of delivery may be returned without penalty and at the supplier's risk and expense. Where the statutory requirements are met, the customer may direct the applicable remedy, which includes repair, replacement, or refund as provided by law.

This protection does not automatically cover damage caused by misuse, accidental impact, unauthorised modification, or other circumstances for which the supplier is not legally responsible.

Examples may include:

  • A phone case that arrives cracked or has a manufacturing defect.

  • A wallet with a defective closure or stitching failure attributable to a manufacturing defect.

  • A money clip with a manufacturing defect that prevents it from functioning as intended.

  • An item that arrives materially different from the product ordered.

Normal wear and tear, accidental damage, improper use, and cosmetic changes arising from use are not automatically manufacturing defects. Each claim will be assessed on its circumstances and applicable law.

Where a product is defective or damaged due to circumstances for which ROAM is responsible, the customer will not be charged return costs that the law requires ROAM to bear.

4. Product-Specific Return Considerations

ROAM sells everyday accessories intended for regular personal use. The following considerations apply when assessing returns, subject to statutory rights.

4.1 Phone Cases

  • Customers are responsible for checking the listed phone model and compatibility information before ordering.

  • An item ordered for the wrong phone model, where the listing accurately identified the compatible model, is not automatically defective.

  • Damage caused by incorrect installation, excessive force, bending, dropping, or improper handling is not automatically covered as a product defect.

  • Minor variations in colour or appearance arising from screen settings, lighting, or manufacturing tolerances do not automatically constitute a defect, provided the product otherwise conforms to its description and applicable legal requirements.

4.2 Wallets

  • Customers should review the product's dimensions, material description, capacity, and features before ordering.

  • Marks, scratches, stains, or damage caused after delivery may affect eligibility for a discretionary change-of-mind return.

  • Material or workmanship failures that qualify as statutory defects will be assessed in accordance with applicable law.

4.3 Money Clips

  • Customers should review the dimensions, material, capacity, and design before ordering.

  • Bending, deformation, scratches, or damage caused by excessive force, overloading, or improper use are not automatically manufacturing defects.

  • A manufacturing defect that affects the product's intended function will be assessed under the applicable statutory protections.

These considerations are not blanket exclusions. The actual condition of the product, the circumstances of the claim, and applicable consumer rights will determine the outcome.

5. Non-Returnable or Restricted Returns

Except where a statutory right or other applicable legal requirement provides otherwise, ROAM may decline a discretionary return or exchange where:

  • The product has been damaged through misuse, neglect, or accidental damage after delivery.

  • The product has been altered, modified, or repaired without authorisation, and the alteration or repair is relevant to the issue claimed.

  • The item is returned incomplete or with accessories missing.

  • The customer cannot provide reasonable information to identify the order or verify the purchase.

  • The item was clearly identified as used, damaged, or sold in a particular condition before purchase, and the customer expressly accepted that condition, to the extent permitted by law.

Clearance, promotional, and discounted products remain subject to applicable statutory consumer rights. A product will not be excluded from a valid statutory claim solely because it was purchased on sale.

6. Return Process

To request a return, refund, or exchange:

Step 1: Contact ROAM

Email roamselection@gmail.com with the subject line “Return Request – Order Number”.

Step 2: Provide the required details

Include:

  • Your full name.

  • Order number or other reasonable proof of purchase.

  • The item you wish to return.

  • The reason for the request.

  • Clear photographs or videos if the item is alleged to be defective, damaged, or incorrect.

Step 3: Await return instructions

ROAM will review the request and provide instructions where a return is appropriate. Please contact us before sending an item back so that the return can be identified and processed correctly.

Step 4: Package the item securely

Use suitable packaging to prevent further damage during transit. Where a return is approved or legally required, use a trackable shipping method and retain the tracking information.

Step 5: Inspection and resolution

Where appropriate, ROAM will inspect the returned item and communicate the outcome. An inspection will not be used to delay or undermine a customer's statutory rights.

Customers should not send products to an address that has not been confirmed by ROAM.

7. Return Shipping Costs

Return shipping costs will be allocated as follows:

  • Change of mind: The customer is responsible for the direct cost of returning the goods where permitted by applicable law.

  • Incorrect item supplied by ROAM: ROAM will arrange or cover reasonable return costs where required by law or where the error is attributable to ROAM.

  • Qualifying defective or unsafe goods: Return costs will be borne by ROAM where required by Section 56 of the CPA.

  • Other circumstances: Shipping costs will be determined by the applicable legal requirements and the circumstances of the return.

Customers should obtain proof of postage and tracking details. ROAM cannot guarantee reimbursement for optional shipping upgrades or additional services that were not reasonably necessary or agreed in advance, except where applicable law requires otherwise.

8. Refunds

Where a refund is approved or required by law:

  • Refunds will generally be made to the original payment method, where reasonably possible and permitted by the payment provider.

  • If the original payment method is unavailable, ROAM may contact the customer to arrange a lawful alternative.

  • The refund amount will be determined in accordance with the applicable statutory right or agreed resolution.

  • ROAM will comply with the refund deadlines prescribed by applicable law.

For discretionary returns that are not governed by a statutory deadline, ROAM will communicate the expected processing time after the returned item has been received and assessed.

Any refund for a qualifying cancellation or defective product will be handled in accordance with the applicable legal requirements. ROAM will not deduct restocking, handling, or administrative fees where such deductions are prohibited by law.

Original delivery fees will be treated in accordance with the legal requirements applicable to the particular cancellation, return, or refund.

9. Exchanges

ROAM may offer discretionary exchanges for eligible products, subject to stock availability and the terms agreed with the customer.

For discretionary exchanges:

  • The item must meet the applicable return conditions.

  • The requested replacement must be available.

  • Any additional payment or price difference must be agreed upon before the exchange is completed.

Where a product is defective, damaged, or otherwise qualifies for a statutory remedy, the customer's legal rights take precedence over this discretionary exchange process.

10. Order Cancellations and Delivery Issues

Customers who wish to cancel an order should contact ROAM as soon as possible and provide their order number.

An order may already have been processed or dispatched when the cancellation request is received. However, dispatch does not remove any statutory cancellation or return rights available to the customer.

If an order is delayed, lost, or not delivered as agreed, ROAM will investigate the matter and provide an appropriate resolution in accordance with applicable law.

Customers should notify ROAM of delivery issues promptly and retain any relevant tracking information, photographs, or communications.

11. Limitation of Liability

To the extent permitted by applicable law, ROAM will not be liable for indirect, incidental, special, or consequential losses arising from the use of its products, including losses arising from improper use or failure to follow reasonable product instructions.

Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by law. In particular, this policy does not exclude liability for statutory consumer rights, fraud, wilful misconduct, or any other liability that cannot lawfully be excluded.

ROAM does not guarantee that a phone case will prevent all damage to a phone, that a wallet will be suitable for every customer's preferences, or that a money clip will withstand use beyond its intended design and reasonable capacity.

Customers remain responsible for using products appropriately and checking that a product is suitable for their intended use, subject to any representations, warranties, and obligations imposed on ROAM by law.

12. Legal Compliance and Disputes

This policy is governed by the laws of the Republic of South Africa.

If any provision of this policy is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Where a provision conflicts with applicable South African consumer protection legislation, the relevant legal requirement will prevail.

Customers may raise concerns with ROAM through the contact details below. Nothing in this policy prevents a customer from exercising a lawful right to refer a dispute to an appropriate consumer protection body, tribunal, or court.

13. Contact Information

Business Name: ROAM
Email: roamselection@gmail.com
Location: South Africa

Please include your order number in all return and refund correspondence to help us process your request efficiently.

14. Acknowledgement

By placing an order with ROAM, customers acknowledge that they have had the opportunity to review the applicable product description, order details, and policies.

This acknowledgement does not waive, reduce, or replace any consumer rights that cannot lawfully be waived under South African law.