Refund policy

Refund & Returns Policy

Braai Buddy Returns & Refunds

We want you to enjoy every braai with your Braai Buddy. If something isn’t right, we’ll do our best to sort it out quickly and fairly.

1. Your Rights Under South African Law

In accordance with the Consumer Protection Act, customers who purchase goods online are entitled to return them within 7 days of delivery, without providing a reason.

To qualify:

The item must be unused and in its original condition
It must be returned in the original packaging
Proof of purchase must be provided

Please note that return shipping costs for this type of return are the responsibility of the customer.

2. 30-Day Returns (Standard Returns Policy)

In addition to your CPA rights, we offer a 30-day return window from the date of delivery.

To be eligible for a return:

The product must be unused and in resellable condition
It must include all original packaging
You must provide proof of purchase

Returns that do not meet these conditions may not be accepted.

3. Non-Returnable Items

The following items cannot be returned:

Products that have been used or damaged by the customer
Items not in their original condition or packaging
Gift cards (if applicable)

Sale items may only be returned if defective.

4. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos of the product and packaging

In these cases, Braai Buddy will:

Arrange collection or provide a return waybill
Offer a replacement or full refund, depending on your preference

This is in line with your rights under the Consumer Protection Act.

5. Return Process

To initiate a return:

Email us at [your email address] with your order number and reason for return
Once approved, we will provide return instructions
Securely package the item and send it back using the provided details

Please do not return items without prior approval.

6. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

Refunds will be processed to your original method of payment
Please allow 5–10 business days for the refund to reflect, depending on your bank

7. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange for the same item, please contact us at hello@braaibuddysa.co.za

8. Important Notes

Braai Buddy reserves the right to refuse returns that do not meet the conditions outlined above
We are not responsible for returns lost in transit if you arrange your own shipping