REFUND & RETURNS POLICY

Stade De Matyrs
Operated by Nelka General Trading

Effective Date: 05/09/2026

1. General Policy

At Stade De Matyrs, we are committed to providing our customers with quality products and a positive shopping experience.

This Refund & Returns Policy explains the process for requesting a return, exchange, or refund for products purchased through our online store.

This policy should be read together with our Terms & Conditions and does not limit or exclude any rights that customers may have under applicable South African consumer protection laws.

2. Before Returning a Product

Customers must contact us before sending any product back.

To request a return, customers should contact us by:

📧 Email: info@stadedematyrs.co.za
📱 WhatsApp: +27 73 586 6480

Please provide:

Your name and contact details;
Order number or proof of purchase;
Product name;
Reason for the return; and
Clear photographs or, where appropriate, a video showing the condition or issue with the product.

Our team will review the request and provide instructions on how to proceed.

Please do not send a product back without receiving return instructions from our team.

3. Perishable Goods

Because of their nature, perishable products may be subject to specific return restrictions.

We generally cannot accept returns of perishable products where:

The product has spoiled after delivery due to the customer’s handling or storage;
The customer was unavailable to receive the delivery;
The customer provided an incorrect delivery address; or
The product has been opened, used, or improperly stored after delivery.

However, this does not exclude any rights a customer may have where a perishable product is defective, damaged, unsafe, incorrectly supplied, or otherwise does not meet applicable legal requirements.

Customers should contact us as soon as possible if there is a problem with a perishable product.

4. Non-Perishable Goods

Non-perishable products may be eligible for return or exchange, subject to this policy and applicable consumer protection legislation.

For ordinary returns, customers should contact us within 3 days of receiving the order.

Products submitted for an ordinary return should generally:

Be unused;
Be in their original condition;
Include the original packaging where applicable;
Not be damaged or altered; and
Be accompanied by proof of purchase.

Certain products may not be eligible for ordinary returns because of their nature, hygiene considerations, or applicable legal requirements.

5. Defective, Damaged or Incorrect Products

If you receive a product that is:

Damaged during delivery;
Defective;
Incorrect;
Missing from your order; or
Significantly different from the product ordered,

please contact us as soon as possible after receiving your order.

We may request photographs or video evidence to help us assess the issue.

Where the product qualifies for a remedy under applicable consumer protection legislation, we will provide the appropriate remedy in accordance with the law.

Depending on the circumstances, the available remedy may include a repair, replacement, exchange, or refund, where applicable.

6. Change-of-Mind Returns

Where a customer simply changes their mind or orders the incorrect product, the return may be considered subject to the applicable conditions of this policy.

The product must generally be:

Unused;
In its original condition;
In suitable original packaging where applicable; and
Accompanied by proof of purchase.

Any applicable return delivery costs for a change-of-mind return may be the responsibility of the customer.

7. Refunds

Where a refund is applicable, the refund will generally be processed using the original payment method where reasonably possible.

Refund processing times may depend on the payment provider and financial institution involved.

We will communicate with the customer regarding the refund process once the return or cancellation has been assessed and approved.

Nothing in this policy is intended to exclude or restrict any refund rights available to customers under applicable South African law.

8. Exchanges

Where an exchange is approved, the replacement product may be:

The same product;
A product of equivalent value; or
Another agreed product, subject to availability.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, the applicable difference will be dealt with according to the circumstances and applicable policy.

9. Return Shipping

Once a return has been approved, our team will provide the customer with the applicable return instructions.

For ordinary change-of-mind returns, the customer may be responsible for the return shipping costs.

Where a product is confirmed to be defective, damaged, incorrectly supplied, or otherwise qualifies for a remedy under applicable consumer protection legislation, return and delivery costs will be handled in accordance with the circumstances and applicable law.

Uber Direct or another suitable courier service may be used for approved returns, exchanges, or deliveries, depending on the circumstances and service availability.

10. Exchange Delivery

Where an exchange has been approved, Stade De Matyrs will arrange delivery of the replacement product in accordance with the agreed delivery arrangements.

Where the return resulted from an error, defect, damage, or other circumstance for which we are responsible, the applicable delivery costs will be handled in accordance with the circumstances and applicable law.

11. Return Timeframes

For ordinary non-defective returns, customers should contact us within 3 days of receiving the product.

However, this timeframe does not remove or reduce any rights that a customer may have under applicable South African consumer protection legislation.

Customers should report defective, damaged, incorrect, or other problematic products as soon as reasonably possible after receiving them.

12. Inspection of Returned Products

Returned products may be inspected before an exchange or refund is approved.

We may reject an ordinary return where the product does not meet the applicable return conditions.

However, any statutory consumer rights relating to defective, unsafe, incorrectly supplied, or otherwise non-compliant products will be dealt with in accordance with applicable law.

13. Wholesale & Bulk Orders

Wholesale and bulk orders may be subject to separate quotation and order terms.

Because wholesale orders may involve larger quantities, special pricing, customised arrangements, or specific delivery requirements, customers should confirm the applicable return, cancellation, and refund arrangements before confirming a wholesale order.

Where applicable, statutory consumer protections will continue to apply.

14. How to Request a Return

To request a return, please contact us: