HSE PROMPTS SA

Refund & Returns Policy

In accordance with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002

 

 

In terms of section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), a consumer has a right to cancel a transaction for goods or services purchased electronically within 7 days of receipt, without reason or penalty, subject to exceptions.

 

However, in accordance with section 44(2) of the ECT Act, this cooling-off right does not apply to:

•       Digital content that has been downloaded or where delivery has commenced with your explicit consent before the expiry of the 7-day period; and

•       Products that are clearly personalised or made to specification.

 

When you purchase an ebook or digital download from HSE Prompts SA and the download link is accessed or the file is downloaded, the product is considered delivered and the 7-day cooling-off right under the ECT Act no longer applies.

 

Notwithstanding section 1 above, we will issue a full refund in the following circumstances, in accordance with section 56 of the Consumer Protection Act 68 of 2008 (CPA):

 

2.1 Defective or non-conforming product

If the digital product you received is defective, materially different from its description, or fails to perform as reasonably expected, you have the right under section 56 of the CPA to:

•       Require us to repair or correct the defect;

•       Require us to replace the defective product; or

•       Receive a full refund.

 

Examples that qualify under this section include: a corrupted or unreadable PDF file, a file that does not open on standard PDF readers, or a file whose content is materially different from the product description on our website.

 

2.2 Wrong product delivered

If you received a different product from the one you ordered (for example, Vol 2 was delivered when you purchased Vol 1), we will replace the product or refund you in full within 5 business days of your notification.

 

2.3 Technical delivery failure

If our system failed to deliver your download link and the issue cannot be resolved within 24 hours of your report, we will issue a full refund.

 

2.4 Duplicate payment

If you were charged more than once for the same order due to a technical error, we will refund all duplicate charges within 5 business days.

To request a refund under section 2 above, please contact us within 30 days of your purchase date:

 

•       Email: monique@safetyark.co.za

•       Subject line: Refund Request — [your order number]

•       Include: your full name, order number, proof of purchase, and a description of the issue

 

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days, in accordance with our obligations under the CPA.

 

Where a refund is approved, we will process it as follows:

 

•       Refunds are returned to the original payment method used at checkout (credit card, debit card, or EFT via PayFast);

•       We will initiate the refund within 5 business days of approving your request;

•       PayFast and your bank or card issuer may take an additional 3 to 10 business days to reflect the refund in your account, depending on your financial institution;

•       We will send you an email confirmation once the refund has been initiated on our side.

 

Total maximum refund timeline: 15 business days from the date of our approval. If you have not received your refund after 15 business days from our approval notification, please contact us immediately at monique@safetyark.co.za.

We are unable to process refunds in the following circumstances:

 

•       You have successfully downloaded the product and it functions correctly, but you have changed your mind, no longer require the product, or found it available elsewhere;

•       You purchased the product and claim not to have received the download link, but our system records confirm delivery was successful and the link was not reported as non-functional within 48 hours of purchase;

•       The product does not meet your expectations in terms of content depth, writing style or personal preference, where the product description on our website is accurate;

•       Refund requests made more than 30 days after the original purchase date, except where a defect could not reasonably have been discovered within that period;

•       Gift card or voucher purchases;

•       Products purchased during a promotional sale, unless they are defective under section 2.1 of this Policy.

 

Nothing in this Policy limits or excludes your statutory rights under the Consumer Protection Act 68 of 2008. In particular:

 

•       Section 54: You have the right to receive services that are performed in a manner and quality that persons are generally entitled to expect;

•       Section 55: You have the right to receive goods that are reasonably suitable for the purpose for which they are generally intended, are of good quality, and are free of defects;

•       Section 56: If goods fail to satisfy the requirements of section 55, you may within 6 months of delivery return the goods and require a refund, replacement or repair at no cost to you;

•       Section 69: You have the right to resolve disputes through the National Consumer Commission, an Ombudsman with jurisdiction, or a consumer court.

 

If you believe your CPA rights have been violated, you may contact:

 

•       National Consumer Commission: 0860 003 600 | www.thencc.org.za

•       National Consumer Tribunal: www.thenct.org.za

•       Consumer Goods and Services Ombud: 0860 000 272 | www.cgso.org.za

Because our products are digital downloads, traditional exchanges are not applicable. However, if you purchased the wrong volume by mistake (e.g. Vol 2 instead of Vol 1), please contact us at monique@safetyark.co.za within 48 hours of purchase and we will arrange a product swap at no additional cost, provided neither download has been accessed.

If you purchased a bundle (e.g. Vol 1 + Vol 2 bundle), the refund or replacement will apply to the specific product within the bundle that is defective, not the entire bundle, unless both products are affected.

For all refund queries, please contact our customer support:

 

•       Email: monique@safetyark.co.za

•       Address: 4 Sousa Street, Vanderbijlpark, Gauteng, 1900, South Africa

•       Response time: within 2 business days

 

We are committed to resolving all disputes fairly and in accordance with South African consumer law. We thank you for supporting a South African small business.

 

This Policy is governed by the laws of the Republic of South Africa. Disputes will be resolved in the courts of South Africa. Last reviewed: 6 April 2026.