Returns policy

Pick n Pay strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of, and comply with the Consumer Protection Act. We are committed to operate our business in terms of the requirements of the Consumer Protection Act and our returns policy is aligned therewith.

A customer’s till slip is their guarantee.

Most goods will be refunded or exchanged if they are returned within 10 business days of purchase. If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality. Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre. Customers are required to present their original tax invoice or till slip.

The goods excluded from the 10 day repair, exchange or refund policy are:

• Unless there is a manufacturing defect, customers may only return these goods if it is still in its original condition. 
• Goods purchased by way of special arrangement or custom order, i.e. On line shopping, will only be replaced if it is defective 
• DVD’s, games, CD’s, software, books and newspapers will only be refunded if they are in their original packaging and unused. Should the item be opened then an exchange for the same product will be given if the product is defective. 

If a customer has indicated that they wish to use the goods sold for a particular purpose and it has been confirmed that the customer will be able to use the goods for that purpose, the customer may return the goods within 10 business days after purchase if it turns out that the goods are not suitable for the purpose the customer had anticipated and indicated to the sales person.

If the packaging or marketing materials indicate a product which materially differs from that which is supplied then a customer may return the goods within 10 business days after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, Pick n Pay will provide the customer with a refund.

If a customer’s goods fail or turn out to be materially defective due to a design or manufacturing defect within the first 6 (six) months after purchase, Pick n Pay will repair, replace or provide the customer with a refund.

Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly.

If the goods show a defect after the initial 6 (six) month period, but are within the manufacturer’s warranty period, Pick n Pay may, at the customer’s request send the goods to the manufacturer for repair and the manufacturer will decide whether you will have a valid claim and if so, whether they will repair or replace as well or whether any charges will be levied in accordance with the terms of the warranty.

If the goods become defective once the manufacturer’s warranty has expired, we will endeavour to arrange with the manufacturer or its agents to repair the goods but bear no responsibility for their failure to do so.

No repairs will be done without the customer’s approval of a quotation first. If within 3 (three) months after goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component Pick n Pay will either refund or replace the item. Customers must keep proof of repairs.

As with all warranties, certain conditions and exceptions apply:

• Please take proper note of any terms or instructions that accompany your goods; 
• Goods that show a manufacturing defect within the first 6 (six) months of purchase will be repaired, replaced or refunded; and 
• Defects that develop after six months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy. 

The manufacturer’s warranty will only apply to material defects in the process of manufacturing the goods and will not apply in the following instances:  

• damage caused by lightning or power surges;  
• damage caused by misuse or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;  
• goods used for a purpose other than the purpose for which they were intended; 
•  accidental damage; 
•  goods that have been altered or physically changed in any way; and 
• A public regulation prohibits such returns for public health reasons. 

Once we have accepted a return and approved a refund, the customer will receive the refund in the same manner as payment was made.

Perishables and Groceries

A customer’s till slip is their guarantee.

Pick n Pay will gladly refund perishable goods should customers not be satisfied with the quality thereof, within the product’s Expiry date and if is in its original packaging. Should a product be defective the product should be brought back to the store in its original packaging.

Perishable items can not be returned due to the fact that a customer had a change of mind in respect of the particular purchased item, this is due to public and food safety regulations.

Clothing

A customer’s till slip is their guarantee.

Pick n Pay will gladly refund or exchange clothing items, within a reasonable period of time, should you not be satisfied with the quality thereof.

Pharmacy

No medication can be refunded or exchanged due to a public regulation that prohibits such returns for public health reasons.

Home Shopping

A customer has a general right to return good (a ‘cooling off period’) within 10 (ten) business days after delivery, without penalty, should the product be unsatisfactory or incorrect.

The customer will be liable for the costs of returning the goods, should it relate to a change of mind purchase.

Refunds will be finalised within 7 business days.

Returned goods must be  

• In its original packaging; and 
• In its original condition 

Certain conditions and exemptions apply:

No returns will be accepted if 

• Goods have been altered in any way; and 
• There is a health risk attached
• Due to public and food safety regulations.