Refunds, Returns & Consumer Rights
Effective Date: 24 September 2026
Last Updated: 4 October 2026
At SUSTA, we want you to feel confident when purchasing our products. This policy explains how we handle returns, refunds, cancellations and product-related concerns for purchases made through SUSTA.
SUSTA does not offer exchanges solely because a customer has changed their mind about a purchase. This does not affect any statutory cancellation, return, refund or other remedy available under applicable South African law, including rights relating to defective, unsafe, incorrectly supplied or non-conforming goods. All such rights will be respected.
1. Change-of-Mind Returns and Exchanges
SUSTA does not offer refunds or exchanges solely because a customer has changed their mind about a purchase.
A change-of-mind situation means that the customer simply decides that they no longer want the product, would prefer a different product, or no longer require the product, and the request is not based on a defect, safety issue, incorrect supply or other statutory right or remedy. Any statutory cancellation, return or remedy that may apply under South African law will be dealt with in accordance with the applicable law.
Nothing in this section limits, excludes or overrides any right or remedy available to a consumer under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), or any other applicable South African law.
2. Online Purchases and Cooling-Off Rights
Purchases made through the SUSTA website may be subject to statutory cancellation and cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), where applicable. These rights are governed by section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), subject to the exclusions and requirements applicable under the Act.
For qualifying electronic transactions, the ECT Act provides a consumer with a right to cancel without giving a reason or incurring a penalty within seven days after receiving goods. The consumer may be responsible for the direct cost of returning the goods. Where payment has already been made and the statutory cancellation right applies, SUSTA will provide the refund required under section 44 of the ECT Act. The refund will be made within 30 days of the date of cancellation, subject to the provisions of the Act.
Certain types of goods and transactions are excluded from the ECT Act cooling-off provisions. Accordingly, SUSTA will assess each cancellation request according to the nature of the product and the applicable law. SUSTA will provide the information required for electronic transactions under section 43 of the ECT Act on its website. Where the ECT Act provides a consumer with a right to cancel because of a supplier’s failure to comply with those requirements, that right will apply in accordance with the Act.
Where SUSTA fails to provide the information or review, correction and withdrawal opportunity required by section 43 of the ECT Act, a consumer may have the right to cancel the transaction within 14 days after receiving the goods or services. Any refund and return arrangements arising from such cancellation will be handled in accordance with section 43 of the ECT Act.
Where a transaction results from direct marketing and section 16 of the CPA applies, the consumer may also have a statutory right to rescind the transaction within the period prescribed by that section. Any applicable cancellation, return and refund rights will be respected.
Where SUSTA is unable to supply goods that have been ordered, SUSTA will notify the consumer as required by section 46 of the ECT Act and refund any payment within the statutory period where that section applies.
Nothing in this policy limits any other statutory return or cancellation right that applies to the transaction, including qualifying rights under section 20 of the CPA.
3. Defective, Unsafe, Damaged or Incorrect Goods
Under sections 55 and 56 of the Consumer Protection Act 68 of 2008 (CPA), consumers have rights in relation to goods that are defective, unsafe, of inadequate quality, unsuitable for their intended purpose, or otherwise fail to meet applicable statutory requirements.
If you believe that a SUSTA product is defective, unsafe, damaged, incorrectly supplied, or does not conform to the product description or applicable requirements, please contact SUSTA through our Contact Us page as soon as reasonably possible.
Please provide your order number, the product concerned and a description of the issue. SUSTA may request photographs or other supporting information where reasonably necessary to assess or investigate the matter.
For qualifying goods covered by section 56 of the Consumer Protection Act 68 of 2008 (CPA), a consumer may return the goods within six (6) months after delivery, without penalty and at SUSTA’s risk and expense. The consumer may direct SUSTA to repair or replace the goods, or refund the price paid, as provided by the Act.
Whether a product has been opened or used will be considered in the context of the reported issue and applicable law and will not, by itself, exclude a consumer’s statutory rights or remedies.
For delivery problems, including damaged parcels, missing items or incorrect deliveries, please refer to SUSTA’s Shipping & Delivery Policy. Any applicable statutory rights or remedies remain unaffected.
4. Opened or Used Products
For change-of-mind requests, SUSTA generally does not accept returns or exchanges for products that have been opened, unsealed or used, particularly where the nature of the product means it cannot reasonably be resold for hygiene, safety or quality reasons.
This does not affect any statutory rights that may apply where a product is defective, unsafe, incorrectly supplied or otherwise fails to meet the requirements of the Consumer Protection Act 68 of 2008 (CPA) or other applicable law.
Where you believe that an opened or used product has a defect or safety issue, please contact SUSTA through our Contact Us page so that we can assess the matter.
5. Refunds and How to Request a Return, Refund or Product Remedy
Where a refund is required under applicable law or approved by SUSTA in accordance with this policy, SUSTA will process the refund using the original payment method where reasonably practicable, unless otherwise agreed with the consumer or required by law, and within the timeframe required by applicable law.
For cancellations made under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), where that statutory right applies and payment has already been made, the refund must be made within 30 days of the date of cancellation, subject to the provisions of the Act.
For qualifying defective, unsafe or non-conforming goods covered by section 56 of the Consumer Protection Act 68 of 2008 (CPA), SUSTA will provide the remedy required by the Act, at the consumer’s direction.
To request a return, refund or product remedy, please contact SUSTA through our Contact Us page.
Please provide:
- your full name and contact details;
- your order number or other proof of purchase;
- the product concerned;
- a description of the reason for your request; and
- any other supporting information that may be relevant to your request.
SUSTA may request additional information, including photographs, where reasonably necessary to assess the matter. Any such request will be proportionate to the issue being investigated and will not limit or delay a consumer’s statutory rights or remedies.
Where the request concerns a defective, unsafe, damaged, incorrectly supplied or otherwise non-conforming product, SUSTA will deal with the matter in accordance with the applicable provisions of the Consumer Protection Act 68 of 2008 (CPA) and any other applicable law.
Submitting a request through SUSTA’s Contact Us process does not limit or waive any statutory rights available to the consumer.
6. Consumer Complaints and Escalation
If you are dissatisfied with a SUSTA product, order or service, you are welcome to submit a complaint through our Contact Us page.
We will review the complaint and, where appropriate, may request additional information to help us understand and resolve the matter. We will communicate with you regarding the outcome and any applicable resolution.
SUSTA aims to resolve customer complaints directly and fairly wherever possible. Making a complaint to SUSTA does not limit or waive any rights or remedies available to you under South African law.
If a dispute cannot be resolved directly with SUSTA, consumers may pursue any applicable dispute-resolution or enforcement route available under the Consumer Protection Act 68 of 2008 (CPA). Depending on the circumstances and the applicable legal requirements, these routes may include an appropriate alternative dispute-resolution process, a consumer court where one has jurisdiction, or a complaint to the National Consumer Commission (NCC). Sections 69–71 of the CPA address these routes.
7. Statutory Rights
Nothing in this policy is intended to exclude, restrict or waive any right, remedy or protection that a consumer is entitled to under applicable South African law.
In particular, this policy is subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) and any other legislation applicable to the relevant transaction, product or consumer.
Where a provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail to the extent of the conflict.
Consumers retain their statutory rights and remedies, including applicable rights relating to the quality and safety of goods, statutory warranties, electronic transactions and dispute resolution.
8. Contact SUSTA
For questions, returns, refunds, product concerns or complaints relating to an order, please contact SUSTA:
Contact: Use the SUSTA Contact Us page
Please include your order number where applicable so that we can assist you efficiently.
SUSTA will communicate with you regarding your request and, where necessary, advise you of any additional information required.