Refund policy
At Oraxxi, we are committed to delivering quality products and a reliable shopping experience. This policy outlines our cancellation, return, refund and warranty procedures.
1. Order Cancellations
Customers wishing to cancel an order should contact us as soon as possible, preferably within one hour of placing their order.
Cancellation requests may be sent to returns@oraxxi.co.za or made by calling +27 84 259 1293.
Orders that have not yet been dispatched may be cancelled, subject to applicable consumer protection laws.
Where an order has already been processed or dispatched, our team will advise on the appropriate cancellation or return procedure.
No automatic cancellation penalty applies where a customer exercises a statutory right to cancel without penalty.
Any other cancellation-related charges will be considered only where legally permitted and will be communicated transparently.
2. Statutory Cooling-Off Rights
For qualifying online purchases, customers are entitled to cancel their order within seven days after receiving their goods, without giving a reason or paying a cancellation penalty, in accordance with Section 44 of the Electronic Communications and Transactions Act.
Where this statutory right applies, customers may be responsible for the direct cost of returning the goods.
Exceptions provided for under applicable legislation may apply.
3. Our 30-Day Voluntary Return Policy
Oraxxi offers an additional 30-day return window from the date of delivery for eligible change-of-mind returns.
For returns under this voluntary policy, products must:
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Be unused and in their original condition.
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Include all original accessories and components.
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Be returned with intact original packaging.
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Be accompanied by proof of purchase.
Products that have been activated, registered, used or damaged may not qualify for voluntary change-of-mind returns.
These conditions do not limit statutory cancellation rights or remedies for defective, damaged or incorrectly supplied goods.
To initiate a return, contact returns@oraxxi.co.za for return instructions.
4. Damaged, Defective or Incorrect Products
If a product arrives damaged, defective or different from the item ordered, please contact Oraxxi promptly.
Qualifying defective products are covered by applicable consumer protection legislation, including the statutory implied warranty of quality.
Where legally applicable, customers may be entitled to a repair, replacement or refund without penalty.
Oraxxi may arrange an assessment to establish the nature and cause of a reported fault, without restricting statutory remedies.
5. Non-Returnable Products
The following may be excluded from voluntary change-of-mind returns:
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Products damaged through customer misuse.
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Products activated or registered after delivery.
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Products missing essential accessories or components.
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Certain personalised or specially manufactured products.
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Gift cards, where permitted by applicable law.
Sale and pre-owned products remain subject to applicable statutory consumer rights.
Nothing in this section excludes remedies required by law.
6. Exchanges
Oraxxi does not ordinarily process direct exchanges for change-of-mind purchases.
Customers may request an eligible return and place a new order.
Where a product is defective or incorrectly supplied, statutory replacement and other applicable remedies remain available.
7. Refunds
Once a return has been received and assessed, Oraxxi will communicate the outcome.
Approved refunds will generally be processed to the original payment method within 10 business days, where practicable.
Refunds arising from statutory cooling-off cancellations will be processed within the period required by applicable law, including the 30-day deadline under Section 44 of the Electronic Communications and Transactions Act.
For assistance with an outstanding refund, please contact our support team.
8. Contact Information
Oraxxi Customer Support
Email: returns@oraxxi.co.za
Phone / WhatsApp: +27 84 259 1293
Website: www.oraxxi.co.za
Customers should contact Oraxxi for the confirmed return-receiving address and shipping instructions.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or override any rights available to customers under applicable South African consumer protection legislation.