Refund policy

We comply with the Consumer Protection Act ("CPA") of South Africa.

This policy applies only to products purchased directly from Donkey Long Tong (Pty) Ltd (“Donkey Long Tong”).

When you buy a product from Donkey Long Tong, this Refund & Return Policy applies to your purchase. This means that if something is not quite right and you’d like to return a product or request a refund, please follow the guidelines below.

1. Defective or Unsafe Goods

If your product arrives damaged, faulty, unsafe, or not as described, you have the right to return it within six (6) months of delivery.

Here’s how it works:

  • Send us a clear photo of the damage via WhatsApp at +27 67 543 5526.

  • If the damage occurs during use, you’ll need to return the product for an assessment. We’ll check whether it’s due to a manufacturing defect or incorrect use. 

  • If confirmed as defective, you can choose between a repair, replacement, or store credit. 

  • We’ll cover the cost and risk of return shipping, and no handling or admin fees will be charged. 

  • If the same problem comes back within three (3) months after repair, you can request a replacement or refund.

  • We may inspect or test the product before approving the return.

2. Purchases via Direct Marketing

  • If you bought a product after we contacted you directly (phone, email, in-person, etc.), you may cancel the purchase within five (5) business days of delivery.

  • You are entitled to a full refund within fifteen (15) business days, in the same form of payment that you used. 

You’ll need to cover the cost and risk of returning the product, unless it’s defective.

3. Unsuitable for a Specific Purpose

  • If you asked for our advice about a product’s suitability for a particular purpose, and it turns out not to be suitable, you may return it within (10) business days of delivery. 

  • You may request a refund, replacement, or store credit. 

You’ll need to cover the cost and risk of returning the product, unless it’s defective. 

4. Goods Not Examined Before Delivery

  • If you didn’t have an opportunity to examine the product before delivery, and it doesn’t meet the type or quality that you reasonably expected when you received it, you may reject it. 

  • You may request a refund, replacement, or store credit. 

You’ll need to cover the cost and risk of returning the product, unless it’s defective.

5.  Change of Mind

We don’t accept returns just because you’ve changed your mind, unless we’ve otherwise agreed to this in writing.

If we do accept a change-of-mind return:

  • Products must be unused, in original condition, and in original packaging.

  • A handling fee of up to 10% may apply to cover packaging, processing, and administration costs.

  • You’ll need to cover the return shipping.

  • Send us proof via WhatsApp (+27 67 543 5526) of the product’s condition before returning it.

  • Delivery costs are non-refundable.

5. Custom Engraved or Personalised Products

  • Customised or engraved items can’t be returned or exchanged for change of mind or ordering errors.

  • If the product is defective, damaged, or incorrectly made by us, we will repair, replace, or refund it at no extra cost.


6. Exchanged Product

  • If you exchange for something of lower value, we’ll give you store credit for the difference.

    If you exchange for something of higher value, you’ll need to pay the difference before the exchange is processed.

You’ll need to cover the cost and risk of returning the product, unless it’s defective.

 

7. Return Process

To request a return or refund, please provide us with the below:

  1. Your full name

  2. Your contact details

  3. Product name

  4. Where you purchased it

  5. When you purchased it

  6. Order number (if applicable)

  7. Reason for return

  8. Photos showing the condition of the product and packaging

Once approved, we’ll send you instructions for shipping or collection.

8. Important Notes

  • Returns must be made within the timelines listed above.

  • We may refuse a return if the product was misused, neglected, or damaged through improper handling.

  • Refunds will be processed via your original payment method unless otherwise agreed, and are processed within ten (10) business days after inspection and approval.

  • If goods are unopened and in original packaging, no fees will be charged for the return.

  • If goods have been used or repackaged, a reasonable fee may apply to cover use or restoration.

  • This policy does not limit or waive any of your statutory rights under the CPA. If there’s any conflict, the CPA prevails.


If you have any questions regarding this policy, please contact us directly via WhatsApp (+27 67 543 5526) or email (hello@donkeylongtong.com).