boan.BOAN-POL-RET-01
boan.
Returns, Refunds and Cancellations
- Document
- BOAN-POL-RET-01
- Version
- 1.0
- Effective from
- 09 August 2026
- Applies to
- Customers of shop.boan.co.za
- Published by
- Bonang M Investments (Pty) Ltd t/a BOAN, Reg. No. 2026/036723/07
We want you to be happy with what you bought. This policy explains when you can send something back and what happens then.
Two different laws give you two different rights, and they run at the same time. Within seven days of delivery you may cancel an online purchase for any reason at all, under section 44 of the Electronic Communications and Transactions Act. Within six months of delivery you may return goods that are defective, unsafe or not fit for purpose, under section 56 of the Consumer Protection Act. The second right does not replace the first.
Nothing in this policy limits any right you have under either Act. Where this policy conflicts with them, they prevail.
1Changing your mind: the seven day right
1.1You may cancel an order placed online, without giving a reason and without penalty, within seven (7) days of delivery.
1.2Tell us in writing that you are cancelling, then return the goods to us within a further seven (7) days.
1.3The goods must be unused, in the condition in which you received them, and in their original packaging with any tags attached. Goods that have been worn, washed, altered or damaged after delivery may be refused or refunded in part.
1.4You bear the cost of returning the goods under this right, and the risk in them until we receive them. We recommend a tracked service.
1.5We refund the price of the goods and the original delivery charge within thirty (30) days of cancellation, as section 44 requires.
2Something is wrong with it: the six month right
2.1For six (6) months after delivery you may return goods that are defective, unsafe, not of good quality, or not fit for the purpose for which they are ordinarily intended.
2.2The choice of remedy is yours, not ours. You may require a repair, a replacement, or a refund of the price paid.
2.3We bear the cost of the return where this right applies, and we will arrange collection.
2.4Where you choose a repair or replacement and the same failure occurs within three (3) months of that repair or replacement, we will refund you or replace the goods, at your election.
2.5We may inspect the goods before deciding whether the right applies. Where we conclude that it does not, we will tell you why in writing and return the goods to you.
3Wrong, missing or damaged on arrival
3.1Check your parcel on delivery. Tell us within seven (7) days if an item is missing, was damaged in transit, or is not what you ordered.
3.2We will collect the item at our cost and send the correct one, or refund you in full, as you prefer.
3.3Where possible, send a photograph of the damage and of the packaging. It helps us claim against the courier and it speeds up the resolution.
4What cannot be returned
4.1Personalised and made-to-order goods, being anything printed, embroidered, engraved or manufactured to your specification, cannot be returned under clause 1 because they cannot be resold. This does not affect your rights under clause 2 if they are defective.
4.2Goods that have been unsealed for reasons of hygiene, and goods that by their nature cannot be returned once opened, cannot be returned under clause 1 once unsealed.
4.3Gift cards and digital downloads cannot be returned once issued or delivered.
4.4Goods sold as seconds, samples or on clearance, and clearly marked as such, may be returned only under clause 2.
4.5Fair wear and tear, damage caused by misuse or accident, and failure to follow the care instructions supplied with the product are not defects.
5How to start a return
5.1Email us at the address in the contact block below with your order number, the item, and the reason for the return. We reply within two (2) business days with a return authorisation number.
5.2Write the return authorisation number on the outside of the parcel. A return that arrives without one takes longer to identify and refund.
5.3Include the original invoice or a copy of the order confirmation in the parcel.
5.4Where we are bearing the cost, we will book a collection with our courier and confirm the date with you.
6How refunds are paid
6.1Refunds are made to the original method of payment. Where that is not possible, we transfer to the bank account from which payment came. We do not refund to a third party account.
6.2A card refund is processed within five (5) business days of the return being accepted. How long it then takes to appear is a matter for your bank, usually between three and ten business days.
6.3Where a return is authorised under clause 1, we refund the price and the original delivery charge. Where only part of an order is returned, we refund the price of the returned items and not the delivery charge.
6.4We may deduct from a refund an amount reflecting a reduction in the value of the goods caused by handling beyond what is needed to examine them, as the law permits.
7Exchanges
7.1We are happy to exchange an unused item for a different size or colour within thirty (30) days of delivery, subject to stock.
7.2An exchange is treated as a return followed by a new order. You bear the cost of sending the item back and we bear the cost of sending the replacement.
7.3Where the replacement costs more, the difference is payable before we dispatch. Where it costs less, we refund the difference.
8Cancelling before dispatch
8.1You may cancel an order at no cost at any time before it is dispatched. Contact us as soon as possible and we will stop it if we can.
8.2Where the order has already been dispatched, clause 1 applies instead.
8.3A personalised or made-to-order item may be cancelled without charge only before production begins. After that we may charge for work and materials already committed.
9If you are not satisfied
9.1Tell us. Send a complaint to the address in the contact block below and we will respond within ten (10) business days.
9.2If we cannot resolve it between us, you may refer the matter to the National Consumer Commission or to a recognised consumer goods ombud, at no cost to you. Doing so does not affect any other right you have.
How to contact us
- Company
- Bonang M Investments (Pty) Ltd
- Trading as
- BOAN
- Registration number
- 2026/036723/07
- Postal address
- PO Box 4471, Parklands, Johannesburg, 2121
- studio@boan.co.za
- Telephone
- +27 11 447 0140