Refund policy

PUREWHIRL - REFUND & RETURNS POLICY (SOUTH AFRICA)

This Policy forms an integral part of the PureWhirl Terms and Conditions of Sale and governs all consumer returns, replacements, and refunds. It is systematically designed to fully comply with the Consumer Protection Act No. 68 of 2008 (CPA) of South Africa, while protecting PureWhirl against commercial exploitation, fraudulent claims, and preventable product damage.

1. THE 7-DAY "CHANGE OF MIND" COOLING-OFF PERIOD
In strict accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002, if you purchased your PureWhirl Self-Stirring Cup online via our official storefront, you are entitled to a dynamic cooling-off window:
- Timeline: You may cancel your purchase within 7 (seven) calendar days from the exact date of item receipt.
- Condition Precedent: The item must be entirely unused, in its original, unopened packaging, with all security seals intact. Due to stringent hygiene and public health protocols governing beverage containers, any self-stirring cup that has been unsealed, filled with liquid, or washed is permanently excluded from change-of-mind returns.
- Cost Allocation: Under ECTA regulations, the consumer is solely responsible for the direct shipping costs and risk associated with returning the undamaged package to our central warehouse.

2. SECTION 56 OF THE CPA: IMPLIED WARRANTY & STATUTORY DEFECT PROTECTION
All PureWhirl electronic products carry an inherent, legal 6-month statutory implied warranty against manufacturing defects, structural failures, or operational material faults, fully compliant with Section 55 and Section 56 of the Consumer Protection Act.

2.1 Remedies Available
Should your self-stirring cup fail or display a material manufacturing defect within 6 (six) months from delivery, you are entitled to choose from the following remedies at no additional cost:
a) A direct replacement of the exact model or equivalent functional unit; or
b) A full financial refund via the original payment portal method used.

2.2 Strict Statutory Exclusions from the 6-Month Warranty
The implied statutory warranty applies strictly to inherent manufacturing faults. It explicitly DOES NOT COVER any faults or functional failures arising from user negligence, physical abuse, or non-compliance with product manuals, including but not limited to:
- Liquid Submersion / Base Saturation: While the interior and lid are washable, the electronic base containing the motor housing, charging port, and battery compartment must never be submerged in water or placed in an automated dishwasher. Liquid ingress into the internal electronics voids all warranties under CPA Section 56.
- Mechanical Impact Damage: Damage originating from dropping, bumping, crushing, or general physical force applied to the exterior shell or internal magnetic mechanism.
- Unauthorised Battery & Magnetic Tampering: Use of non-specified charging cables, voltage overloads, or user modification of the internal stirring pill/rotor.
- Normal Wear and Tear: Superficial scuffs, paint fading, or natural degradation of lithium-ion battery operational cycles over long-term usage.

LEGAL NOTICE ON PRODUCT DIAGNOSTICS:
PureWhirl reserves the right under South African common law to subject all returned items to a mandatory engineering assessment before a refund or replacement is authorized. This diagnostic process takes up to 7 (seven) business days from warehouse receipt. If the defect is determined to be a direct result of user negligence, the claim will be rejected and the item returned to the sender at their expense.

3. RETURN VALIDATION AND LOGGING PROTOCOLS
To initiate any claim under Section 1 or Section 2, the consumer must strictly execute the formal returns protocol. No unscheduled or informal physical drop-offs will be processed:
1. Submit an electronic notification to our customer support team via email or our digital store desk.
2. You must provide unequivocal, verifiable proof of purchase (Shopify order receipt, original invoice, or authenticated payment gateway transaction log).
3. For statutory defect claims, you must provide high-definition photographic or video evidence documenting the precise operational failure (e.g., a video showing the magnetic rotor non-responsiveness while fully charged).

4. SHIPPING, LOGISTICAL LIABILITIES & COURIER TRACKING
Liability for safe transit and custody changes dynamically based on the legal nature of the return:
- Defect Returns (CPA-compliant): If a material manufacturing defect is validated by our customer care desk through photographic/video evidence, PureWhirl will arrange and pay for our designated courier partner to collect the item from your address.
- Change of Mind (ECTA-compliant): The customer retains full ownership, financial liability, and risk for the product until it is physically delivered to and signed for at our designated warehouse address. We strongly counsel using a reputable courier service tracking network.

5. REFUND EXECUTIONS AND TIMELINES
Approved refunds are processed with strict corporate financial governance:
- Refunds can only be paid out back into the exact financial channel from which the capital originated (e.g., the specific card via Yoco/Payfast, or the validated banking profile). We explicitly reject requests to refund to external third-party bank accounts to protect against regional card fraud and money laundering schemes.
- Once a refund is approved by our audit team, funds are disbursed within 3 to 5 business days. Depending on your bank (e.g., FNB, Standard Bank, Capitec, Nedbank, ABSA), clear reflection can take an additional 48 hours.

6. CRUCIAL LEGAL CONTACT INFORMATION
For any formal legal correspondence, processing of disputes, or query logging, please reference the official channel details below:
Brand Name: PureWhirl South Africa
Support Email Address: info@purewhirl.co.za
Website: purewhirl.co.za