Returns, Refunds and Exchanges Policy

Northern Cape Sports (Pty) Ltd t/a Desnic Sports
Website: desnicsports.co.za
Effective date: 15 April 2026
Last updated: 15 April 2026

1. Purpose and scope

1.1 This Returns, Refunds and Exchanges Policy applies to all purchases from Desnic Sports, whether made:

• online through desnicsports.co.za;
• through any in-store kiosk or digital order point linked to the Website;
• by click-and-collect where the order was placed electronically; or
• in store, unless clearly stated otherwise.

1.2 This Policy must be read together with our:

• Terms and Conditions;
• Privacy & Cookies Policy;
• Shipping & Delivery Policy; and
• any product-specific terms, manufacturer instructions or promotional conditions published by us from time to time.

1.3 This Policy is intended to comply with applicable South African law, including:

• the Consumer Protection Act 68 of 2008 (“CPA”);
• the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”); and
• where a purchase is funded through a credit agreement or third-party instalment facility, the National Credit Act 34 of 2005 (“NCA”).

2. Important legal notice

2.1 Nothing in this Policy limits, excludes or replaces any consumer right that cannot lawfully be limited or excluded under the CPA, ECTA or other applicable law.

2.2 Where this Policy gives you more rights than the law requires, those extra rights are offered as a business courtesy and may be subject to the strict conditions set out below.

2.3 Where this Policy conflicts with a mandatory legal right, the law will prevail.

3. Contact details for returns and refunds

All returns, refund requests, exchange requests and delivery discrepancy notices must be sent to:

Desnic Sports
Urban Corner, Shop 8B, C/O Waterworks and Jacobus Smith Street, Kimberley
Email: info@desnicsports.co.za
Telephone: +27 53 831 1263
Website: desnicsports.co.za

4. General return process

4.1 Before returning any item, you must contact Desnic Sports and provide:

• your order number or proof of purchase;
• your full name and contact details;
• the product name, SKU or barcode if available;
• the reason for the return;
• clear photographs where the issue relates to damage, defect, incorrect item, missing parts or courier damage.

4.2 No return should be sent back without return instructions from us, unless you are returning the item directly in store.

4.3 We may refuse, delay or reverse a return process where:

• no valid proof of purchase is supplied;
• the item returned does not match the item purchased;
• the item has been used, altered, damaged, installed, washed, personalised or tampered with contrary to this Policy;
• the return request is fraudulent, abusive or unlawful;
• the return falls outside the permitted legal or discretionary return category.

4.4 A return reference number or instruction from us does not automatically mean that a refund is approved. The final remedy depends on inspection, legal entitlement, stock availability, payment verification and this Policy.

5. Proof of purchase

5.1 Returns, refunds and exchanges generally require one of the following:

• original tax invoice;
• order confirmation;
• collection slip;
• payment confirmation;
• gift receipt, where applicable;
• any other proof reasonably linking the goods to the original purchase.

5.2 Desnic Sports may decline a discretionary return or exchange if no valid proof of purchase is provided.

5.3 For statutory defective-goods claims, we may still take reasonable steps to verify purchase from our records even if the original slip is unavailable.

6. Categories of returns

Desnic Sports recognises the following different return categories:

6.1 Defective, unsafe or poor-quality goods

This category applies where goods do not meet the CPA standards of quality, durability, safety or fitness for purpose.

6.2 Incorrect, incomplete or damaged-on-arrival orders

This category applies where:

• you received the wrong product;
• items are missing;
• the order arrived visibly damaged;
• the order does not materially match what was purchased.

6.3 Goods unsuitable for a particular disclosed purpose

This category applies where you clearly communicated a specific purpose to us before purchase, and the goods prove unsuitable for that purpose within the legal period.

6.4 Online cooling-off returns

This category applies where section 44 of ECTA applies to an electronic transaction.

6.5 Direct marketing cooling-off returns

This category applies only where the CPA’s direct-marketing cooling-off right applies and ECTA section 44 does not apply to that transaction.

6.6 Discretionary change-of-mind or incorrect-selection returns

This category applies only where Desnic Sports chooses to allow a return for:

• buyer’s remorse;
• change of mind;
• incorrect size chosen by customer;
• incorrect colour selected;
• duplicate gift;
• no longer wanted.

These are not automatic legal rights and remain subject to this Policy.

7. Defective, unsafe or poor-quality goods

7.1 Under the CPA, consumers have an implied six-month warranty of quality on goods supplied in the ordinary course of business.

7.2 If goods fail to meet the standards in section 55 of the CPA, you may return them within 6 months after delivery and, at your election, choose one of these remedies:

• repair;
• replacement; or
• refund.

7.3 If the goods are repaired and the same defect is not remedied, or a further defect appears within 3 months after repair, you are entitled to a replacement or refund.

7.4 These CPA rights are in addition to any manufacturer warranty and are not replaced by it.

7.5 Desnic Sports may inspect, test or submit goods for technical assessment before confirming whether a defect is due to:

• a manufacturing issue;
• an inherent fault;
• misuse;
• abuse;
• accidental damage;
• wear and tear;
• improper storage;
• failure to follow instructions;
• unauthorised repair or modification.

7.6 Desnic Sports may reject a defective-goods claim where the product failure was caused by:

• misuse, abuse or negligence;
• normal wear and tear;
• fading, scuffing, shrinkage, stretching, sole wear or abrasion consistent with ordinary use;
• improper cleaning, washing, drying, oiling, stringing, gripping, fitting, use or storage;
• alterations, branding, embroidery, printing, cutting, resizing, restringing or repair by anyone other than the manufacturer or an approved service provider;
• product use contrary to manufacturer instructions or intended purpose.

7.7 If the goods are genuinely defective under the CPA, the goods must be returned at Desnic Sports’ risk and expense.

8. Incorrect, damaged, incomplete or mismatched orders

8.1 If we accidentally send you:

• the wrong item;
• the wrong size or colour compared to what was ordered;
• an incomplete order;
• a damaged item; or
• goods that materially differ from the order,

please notify us as soon as reasonably possible, and preferably within 48 hours, with photographs and your order details.

8.2 Prompt reporting helps us investigate with the courier or supplier. Large South African sports retailers commonly require prompt notice for faulty, damaged or incorrect deliveries, and we adopt a similar operational rule for claims handling.

8.3 If the claim is verified, Desnic Sports may, at your election where the law provides a choice, or otherwise at our operational discretion where the law does not prescribe the remedy:

• replace the item;
• complete the missing item;
• repair the item if appropriate; or
• refund the affected item.

8.4 For verified wrong-item, incomplete or damage-on-arrival claims, Desnic Sports will arrange collection or reimburse approved direct return costs where applicable.

8.5 You must keep:

• the original packaging where reasonably available;
• all accessories, manuals, tags and bundled items;
• the damaged item itself; and
• clear images of the parcel and contents,

until the claim has been resolved.

9. Goods unsuitable for a specific disclosed purpose

9.1 If, before the sale, you clearly informed Desnic Sports of a specific purpose for which you wanted the goods, and the goods were supplied on that basis, you may have a right under the CPA to return the goods if they are unsuitable for that purpose.

9.2 In that case, the goods must be reported and returned within 10 business days after delivery.

9.3 Where this legal category applies, the return is at Desnic Sports’ risk and expense.

9.4 This clause does not apply where:

• the purpose was not clearly communicated before purchase;
• you selected the item without relying on our skill or recommendation;
• the item was obviously chosen contrary to advice given;
• the product was used outside its intended scope.

10. Online cooling-off right for electronic transactions

10.1 Where section 44 of ECTA applies, you may cancel an eligible online transaction within 7 days after receiving the goods, without giving a reason and without penalty.

10.2 In that case:

• the only charge that may be levied is the direct cost of returning the goods;
• the refund must be made within 30 days after cancellation;
• the goods must be returned in a condition consistent with reasonable inspection only.

10.3 The ECTA cooling-off right does not apply to all transactions. It does not apply to, among other things:

• goods made to your specifications;
• clearly personalised goods;
• goods that cannot by reason of their nature be returned;
• goods likely to deteriorate or expire rapidly;
• certain financial-service transactions and other exclusions set out in section 44.

11. Direct-marketing cooling-off right

11.1 Where a transaction resulted from direct marketing, and where section 16 of the CPA applies rather than ECTA section 44, you may rescind the transaction within 5 business days after the later of:

• the date the agreement was concluded; or
• the date the goods were delivered.

11.2 In such a case, any refund must be processed in accordance with the CPA timeframes.

11.3 This clause applies only where the legal requirements for direct marketing are actually met.

12. Discretionary returns for change of mind or incorrect selection

12.1 As a business courtesy, and subject strictly to this Policy, Desnic Sports may allow a return or exchange request for non-defective goods within 7 calendar days from:

• delivery, for online orders; or
• purchase, for in-store purchases.

12.2 This discretionary 7-day courtesy return is not a statutory right and may be refused in Desnic Sports’ sole discretion if the conditions below are not met.

12.3 To qualify for a discretionary return or exchange, the goods must:

• be unused and unworn;
• be in original resaleable condition;
• be unwashed;
• be free from odours, marks, sweat, dirt, grass, court dust, sand, chalk or field use;
• include the original packaging where applicable;
• include all accessories, inserts, manuals and bundled items;
• still have all swing tags, labels, seals and hygiene protectors attached;
• not be personalised, branded, altered or special-order goods.

12.4 Where Desnic Sports approves a discretionary return for change of mind, wrong size chosen by the customer, wrong colour chosen by the customer or similar reasons:

• Desnic Sports may offer an exchange, store credit or refund, in its discretion, unless the law requires otherwise;
• all direct courier, collection, re-delivery, banking, handling or reconditioning costs may be deducted or charged where lawful;
• the customer bears the return risk and cost unless Desnic Sports agrees otherwise in writing.

12.5 This clause is deliberately stricter than the CPA because it deals only with voluntary, non-defective returns.

13. Non-returnable and non-exchangeable items

To the fullest extent permitted by law, the following items are not eligible for discretionary return, refund or exchange merely because you changed your mind, selected incorrectly, or no longer want them:

13.1 Sale, promotional, clearance, discounted, marked-down, end-of-range or outlet items.
13.2 Special-order, custom-order or supplier-sourced-on-request items.
13.3 Teamwear, personalised, embroidered, printed, engraved, branded, heat-pressed or altered items.
13.4 Items changed by value-added services, including but not limited to:

• racket restringing or regripping;
• bat preparation or oiling;
• sharpening;
• embroidery;
• printing;
• heat transfer;
• name/number application;
• size alteration or fitting modification.

13.5 Hygiene-sensitive items, including where applicable:

• underwear;
• swimwear;
• socks;
• compression underlayers worn against the skin;
• mouthguards;
• gumshields;
• opened supplements or consumables if ever sold;
• water bottles, hydration products or personal-care items once opened or used.

13.6 Gift cards, vouchers, coupons and store credits, except where required by law.

13.7 Installed, assembled, used or affixed goods.

13.8 Items returned without essential parts or accessories.

13.9 Nothing in this clause removes your rights in respect of proven defective goods under the CPA or eligible ECTA cooling-off returns. Similar exclusions for hygiene-sensitive and personalised items are used by major sports retailers in South Africa.

14. Condition of returned goods

14.1 All returned goods are subject to inspection.

14.2 Desnic Sports may refuse a discretionary return or reduce the refund where goods are not returned with:

• original accessories;
• laces, studs, covers, guards, bags, cases or inserts;
• manufacturer packaging;
• proof of purchase;
• tags and labels.

14.3 If a returned item shows signs of use beyond what is reasonably necessary to inspect it, Desnic Sports may:

• refuse the return;
• return the item to you at your cost;
• deduct a reasonable amount for loss in value, reconditioning or missing components, where lawful.

15. Footwear, apparel and sports-equipment specific rules

15.1 Footwear: shoes, boots, trainers and cleats returned for discretionary reasons must be unworn other than minimal indoor try-on, and the soles must be clean and unmarked.

15.2 Apparel: clothing returned for discretionary reasons must be unworn, unwashed and free from deodorant, make-up, perfume, pet hair, stretching, tears or alterations.

15.3 Protective gear and equipment: helmets, guards, braces and similar items may be inspected for hygiene, impact history and safety integrity before any decision is made.

15.4 Rackets, bats and balls: damage caused by ordinary wear, misuse, impact abuse, toe/yorker damage, environmental damage, incorrect string tension, oiling, overuse or improper preparation is not automatically a manufacturing defect and may be assessed case by case. Your supplier-style reference document also takes a strict, inspection-based approach to misuse, wrong-size selection and return shipping responsibility, which is commercially consistent with this policy direction.

16. Exchanges

16.1 Exchanges are subject to stock availability.

16.2 If the replacement item costs more, you must pay the difference before the replacement is released.

16.3 If the replacement item costs less, Desnic Sports may:

• refund the difference to the original payment method;
• issue store credit; or
• process the exchange in another lawful and reasonable manner.

16.4 Desnic Sports is not obliged to hold replacement stock pending return transit unless expressly agreed in writing.

17. Refund method and timing

17.1 Refunds will generally be processed to the same payment method or payment source used for the original transaction, unless the law or payment platform requires otherwise.

17.2 Refunds may be delayed while we:

• inspect the returned goods;
• verify the original transaction;
• wait for the goods to be received back;
• complete a technical or supplier assessment;
• verify bank or gateway details.

17.3 Where ECTA section 44 applies, the refund must be made within 30 days after cancellation.

17.4 For verified wrong-item, damaged or defective claims, refunds will be processed within a reasonable time after approval.

17.5 Shipping or delivery charges are generally not refunded for discretionary returns, but may be refunded where the item was defective, materially not as ordered, or where the law requires it. This is also how large retailers typically distinguish defective/incorrect orders from non-defective returns.

17.6 Any promotional voucher, loyalty reward, discount benefit or free item linked to the original transaction may be reversed, cancelled or recalculated when a refund is processed.

18. Credit, instalment and finance transactions

18.1 Desnic Sports does not extend consumer credit by default under this Policy.

18.2 If a customer uses a third-party credit, instalment or buy-now-pay-later provider, any related credit agreement remains subject to:

• that provider’s own approval criteria;
• the provider’s own refund mechanics;
• the underlying finance agreement; and
• the National Credit Act, where applicable.

18.3 In those cases:

• any approved refund may first be processed back to the credit or instalment provider;
• account adjustments may be subject to that provider’s settlement cycle;
• Desnic Sports is not responsible for interest, fees or credit charges charged by the finance provider unless required by law.

18.4 The NCA regulates consumer credit agreements and related credit-market conduct in South Africa. If Desnic Sports later decides to offer store accounts, deferred-payment credit or similar facilities directly, separate NCA-compliant credit terms would be required.

19. Incorrect pricing, website errors, product changes, specials and promotions

19.1 Desnic Sports makes reasonable efforts to ensure that product descriptions, images, stock availability, specifications, promotional messaging and pricing are accurate.

19.2 However, Desnic Sports reserves the right to correct:

• typographical errors;
• feed errors;
• supplier import errors;
• image mismatches;
• stock errors;
• pricing errors;
• promotional or coupon errors;
• technical glitches;
• obsolete information,

at any time before dispatch, collection or final fulfilment, subject to applicable law.

19.3 Desnic Sports will not intentionally engage in misleading pricing, false advertising or bait marketing. The CPA prohibits false, misleading or deceptive representations and also prohibits advertising goods at a stated price in a misleading way as to their availability.

19.4 Where a special, promotion or advertised offer expressly states:

• a date range;
• quantity limit;
• customer limit;
• store limitation;
• online-only limitation; or
• “while stocks last” or similar wording,

that offer applies only within those stated limits.

19.5 Where an obvious or inadvertent error appears on the Website or in online advertising, Desnic Sports may, where lawful:

• withdraw the item or promotion;
• correct the price or content;
• cancel affected orders before dispatch; and
• refund any amount already paid.

19.6 Where the law requires a different remedy in relation to a misleading advertisement or stated stock limit, Desnic Sports will comply with that law. The CGSO’s pricing-error guidance notes that suppliers can reduce risk by clearly stating limits and validity periods, while the CPA requires advertised goods at a specified price to be available to the extent of any expressly stated limits.

19.7 Product ranges, colours, styles, packaging, logos, technical specifications and supplier availability may change without notice.

19.8 Desnic Sports may discontinue products, withdraw promotions, substitute equivalent stock where lawful and reasonable, or cancel unfulfillable orders before dispatch.

20. Refusal of abusive or suspicious returns

20.1 Desnic Sports reserves the right to refuse returns, exchanges or refunds, and to suspend accounts, where we reasonably suspect:

• fraud;
• return abuse;
• wardrobing or single-event use;
• use-and-return behaviour;
• false defect claims;
• substitution of goods;
• tampering with barcodes, serial numbers or tags;
• unlawful or bad-faith conduct.

20.2 We may keep records of return activity for fraud prevention, audit and legal compliance purposes, subject to our Privacy & Cookies Policy.

21. Goods purchased as gifts

21.1 Gift recipients may return eligible items only with valid proof of purchase or gift receipt.

21.2 Desnic Sports may choose to issue:

• an exchange;
• a gift card;
• store credit; or
• another lawful remedy,

instead of refunding cash to a gift recipient.

22. Bundles, sets and promotional packs

22.1 If goods were sold as a set, bundle, kit, combo or promotional pack, Desnic Sports may require all bundle components to be returned together for a full refund, unless the law requires otherwise.

22.2 If only part of a bundle is returned, Desnic Sports may:

• refuse the partial discretionary return;
• recalculate the original bundle discount;
• deduct the value of non-returned components;
• replace only the defective component where appropriate.

23. Manufacturer warranties

23.1 Manufacturer warranties apply in addition to your statutory rights where applicable.

23.2 Manufacturer warranties may have their own:

• claim procedures;
• inspection standards;
• exclusions;
• repair methods;
• territory limits;
• time periods.

23.3 Desnic Sports may assist to facilitate a manufacturer warranty claim, but this does not mean the claim is automatically approved.

23.4 Where the CPA gives the consumer a direct remedy against Desnic Sports, Desnic Sports will not refuse that remedy solely because a manufacturer warranty exists.

24. Return shipping and collection costs

24.1 Defective goods under CPA: returned at Desnic Sports’ risk and expense.
24.2 Wrong item / incomplete / damage on arrival: Desnic Sports will ordinarily bear approved collection or return costs.
24.3 Unsuitable for disclosed purpose / not examined before delivery / mixed goods under CPA section 20: returned at Desnic Sports’ risk and expense.
24.4 ECTA online cooling-off returns: returned at the customer’s direct cost.
24.5 Discretionary change-of-mind returns: returned at the customer’s risk and cost, unless Desnic Sports agrees otherwise.

25. Complaints and escalation

25.1 If you are unhappy with the outcome of a return, refund or exchange request, please contact us first at:
Email: info@desnicsports.co.za
Telephone: +27 53 831 1263

25.2 If a consumer dispute is not resolved internally, the consumer may refer the matter, where applicable, to the Consumer Goods and Services Ombud (CGSO), which operates as the consumer goods and services industry’s compulsory ombud scheme.

26. Changes to this Policy

26.1 Desnic Sports may amend this Policy from time to time.

26.2 The version published on desnicsports.co.za at the time of the relevant transaction will generally apply, subject to any non-excludable legal rights that accrued earlier.

27. Contact details

Northern Cape Sports (Pty) Ltd t/a Desnic Sports
Urban Corner, Shop 8B, C/O Waterworks and Jacobus Smith Street, Kimberley
Email: info@desnicsports.co.za
Telephone: +27 53 831 1263
Website: desnicsports.co.za