Refund policy

1. Refunds and Cancellation of Agreement of Sale
   1. Nothing in this section should be interpreted to limit any rights that a customer may be afforded in terms of the CPA.
   2. Should you wish to cancel the contract of sale with XPPen South Africa or return an item that you no longer wish to possess for a refund, you have the right to do within 7 business days after you receive the goods.
   3. This right only applies to goods that have not been opened or remain unused and that remain in their original packaging.
   4. To exercise this right of cancellation, written notice must be emailed to XPPen South Africa at info@xppensouthafrica.co.za.co.za providing the details of the goods ordered as well as the particular delivery and the order number. Notification by phone shall not be sufficient.
   5. If you exercise your right of cancellation after the goods have been delivered, you will be responsible for the return of the goods to XPPen South Africa at your own cost. Goods may only be returned by prior arrangement to XPPen South Africa’s premises to ensure the return can be received.
   6. Should an item become damaged in transit to XPPen South Africa, we will not be liable for such damage and the risk remains vested with the customer until XPPen South Africa accepts delivery thereof. It is recommended that the customer take out the necessary insurance for items being sent to XPPen South Africa.
   7. A refund may be refused in the event that the goods and/or packaging are damaged or lost while in transit.
   8. Once XPPen South Africa has been notified of your cancellation of the contract and the goods are returned to XPPen South Africa, a refund will be processed within 7 days.
   9. Where XPPen South Africa has had to incur any delivery or collection costs, such costs will be deducted from any refund due to a customer. Should you prefer XPPen South Africa to attend to the collection, kindly indicate so in your communication cancelling the agreement between yourself and XPPen South Africa.
   10. Refunds may also be subject to deductions for bank and credit card charges incurred by XPPen South Africa.
   11. If the goods are not returned within 7 days of notifying XPPen South Africa of your intention to cancel the agreement and request a refund, XPPen South Africa shall not be liable to refund you for such goods.
   12. Where a product is returned and it is not in its original packaging or the packaging has been opened, XPPen South Africa may in its sole discretion elect to process the refund, less an additional fee.
   13. Cancellation of an order of any other product after confirmation that the order is correct, shall incur a standard 5% cancellation fee at the expense of the customer.
   14. An order cancelled in transit shall incur the standard cancellation fee plus any additional transit costs at the expense of the customer.
   15. 20% handling fee will be charged on all returned items not covered by the provisions of the CPA.
2. Warranties
   1. Where this agreement is subject to the CPA, it shall not override or circumvent any rights afforded to a consumer therein.
   2. Stock sold on our website may come with manufacturer warranties which will vary according to the product and manufacturer.
   3. In some instances, XPPen South Africa, although not obligated to do so, may offer an additional warranty for a particular period of up to 1 year. A product or device shall only be subject to such an extended warranty provided by XPPen South Africa where such warranty is explicitly disclosed and recorded and shall be on the terms communicated
   4. Customers are urged to consider and familiarise themselves with the terms of any and all warranties provided in respect of any goods to firstly, understand the terms thereof, and second understand to who the claim should be submitted.
   5. Should a warranty be limited to a replacement or repair for example, no refund for such return will be processed.
   6. All XPPen South Africa’s warranties in respect of components shall be limited, otherwise such components shall only have a manufacturer warranty (where applicable). This will be communicated to the customer.
   7. Any returns not covered by the CPA shall be on a Return to Base model. XPPen South Africa shall not be responsible for any delivery charges for the return of any goods to XPPen South Africa and such costs shall be for the account of the customer.
   8. XPPen South Africa shall not under any circumstances accept the return of any item that has visible physical damage. Should such items be delivered to XPPen South Africa, the customer shall attend to the collection of the items and XPPen South Africa shall not be liable for any loss or damage as a result of a customer’s failure to collect the necessary items once ordered to do so.
   9. The determination of what shall constitute customer induced damage for which a manufacturer’s warranty (in addition to XPPen South Africa’s warranty) is voided shall be made by the manufacturer authorised service centre, whose determination XPPen South Africa shall not interfere with.
   10. Any warranty provided by XPPen South Africa shall not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by the customer or any other party, use as otherwise recommended by XPPen South Africa, failure to follow XPPen South Africa’s instructions or any alteration or repair carried out without the approval of XPPen South Africa.
   11. No warranty claims shall be possible in respect of items that malfunction or become damaged as a result of lightning or electrical shortages.
   12. Should a defect arise while under warranty or you have any other complaints about the product, you must notify XPPen South Africa in writing via the “Contact Us” section of the website, as soon as possible, but within 3 days of the date that the damage was discovered or ought to have been discovered. Failure to do so shall result in a presumption that the defect occurred at the time it is actually reported to XPPen South Africa.
   13. Should a product under warranty be discontinued or stock not be readily available, the manufacturer or service centre have a discretion and indicate a suitable replacement. XPPen South Africa cannot request a specific product unless the manufacturer or service centre agree thereto.