Refund policy

BRAAIHQ INSTABRAAI RETURN & REFUND POLICY

Effective Date: 14 July 2026

At BraaiHQ, we stand behind the quality of our InstaBraai products. This Returns and Refund Policy is designed to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") of South Africa.

1. Change of Mind Returns

If you purchased your InstaBraai product online and changed your mind, you may return the product within 7 calendar days of delivery in accordance with applicable South African e-commerce legislation.

The following conditions apply:

The product must be unused and in new condition.
The product must be returned with all original packaging, accessories, manuals and components.
The product must not show signs of use, wear, damage, smoke exposure, grease contamination, scratches, modifications or misuse.
The customer is responsible for all return shipping and insurance costs.
Original shipping charges are non-refundable.

BraaiHQ reserves the right to charge a reasonable handling or restocking fee where permitted by law if the returned product is not in its original condition.

2. Defective or Faulty Products

In accordance with Section 56 of the Consumer Protection Act, customers are entitled to return products that are defective, unsafe, or not fit for their intended purpose within 6 months of delivery.

Where a valid manufacturing defect is confirmed, BraaiHQ will, at the customer's election and in accordance with the CPA:

Repair the product;
Replace the product with an equivalent product; or
Refund the purchase price.

BraaiHQ may inspect and test returned products to verify the existence and cause of the alleged defect before approving a refund, replacement or repair.

3. Exclusions from Warranty and Returns

The following are specifically excluded from warranty claims, refunds and replacements:

Damage caused by misuse, abuse, negligence or improper operation.
Damage resulting from exposure to rain, water, moisture or liquids.
Damage caused by dropping, crushing, impact damage or accidents.
Damage resulting from modification, disassembly or unauthorized repairs.
Damage caused by using incorrect chargers, batteries or power supplies.
Damage resulting from commercial or industrial use outside normal domestic braai use.
Cosmetic damage that does not affect functionality.
Normal wear and tear, including battery degradation over time.
Damage caused by ash, grease buildup, excessive heat exposure or foreign object ingestion into the fan assembly.
Products showing evidence of tampering or removal of serial numbers or identification markings.

Products returned under warranty that are found not to have a manufacturing defect may be returned to the customer at the customer's expense.

4. Incorrect Orders or Shipping Damage

Customers must inspect products immediately upon delivery.

Any incorrect, missing or damaged items must be reported to BraaiHQ within 48 hours of delivery, together with photographic evidence of:

The product;
The packaging;
The courier label; and
The damage or issue being reported.

Failure to report shipping damage within this period may result in the claim being rejected.

5. Return Approval Procedure

No returns will be accepted without prior written authorization from BraaiHQ.

To request a return, customers must provide:

Full name and contact details;
Order number;
Proof of purchase;
Description of the issue; and
Photographs or videos where applicable.

BraaiHQ will issue a Return Authorization Number (RAN) if the return is approved.

Returns received without a valid RAN may be refused and returned to sender.

6. Refund Processing Times

Approved refunds will be processed using the original payment method where possible.

Refunds may take between 5 and 10 business days to reflect, depending on the customer's banking institution or payment provider.

Shipping fees, courier insurance and payment processing fees are non-refundable unless the return is due to a verified manufacturing defect or an error by BraaiHQ.