BUTTERBEAN RETURNS, REFUNDS AND EXCHANGES POLICY

Effective date: [Insert Date]
Business name: ButterBean
Email: [Insert Email Address]
Telephone/WhatsApp: [Insert Telephone Number]

1. PURPOSE OF THIS POLICY

This Returns, Refunds and Exchanges Policy applies to the sale of non-consumable baby products by ButterBean within the Republic of South Africa.

ButterBean is committed to supplying products that are safe, of good quality and reasonably suitable for their intended purpose. Nothing in this policy is intended to exclude, limit or override any rights that a consumer may have under applicable South African law.

Where a consumer has a legal right to return goods, receive a repair, replacement or refund, those rights will apply despite anything inconsistent in this policy.

2. CHANGE-OF-MIND RETURNS

Except where a return is required by applicable South African law, ButterBean does not offer refunds for products simply because:

• the customer has changed their mind;
• the customer no longer wants the product;
• the customer purchased the wrong colour, size or variation;
• the customer found the product elsewhere at a lower price; or
• the product is no longer required.

Voluntary Returns

Where ButterBean, at its discretion, agrees to accept a return that is not legally required, the following conditions apply:

• the return request must be made within [7/14] days of delivery or collection;
• the product must be unused and in resalable condition;
• the product must be returned in its original packaging where reasonably possible;
• all original accessories, manuals, components and parts must be included;
• the product must not have been assembled, installed, altered, modified or damaged;
• the product must not show signs of use, misuse, wear or handling beyond what is reasonably necessary to inspect it; and
• proof of purchase may be required.

ButterBean reserves the right, to the extent permitted by law, to refuse a voluntary return that does not meet these conditions.

Any voluntary return accepted by ButterBean may, at ButterBean's discretion and subject to applicable law, be processed as an exchange, store credit or refund.

3. BABY PRODUCTS AND HYGIENE

Because baby products may be used in close contact with infants and may be subject to hygiene, health and safety considerations, products that have been used, soiled, washed, contaminated or otherwise placed into use may not be eligible for a voluntary change-of-mind return.

This does not affect any rights a consumer may have under applicable South African law in relation to defective, unsafe or non-compliant products.

Where reasonably necessary for hygiene and safety reasons, ButterBean may inspect a returned product before approving a voluntary return.

4. INCORRECT, INCOMPLETE OR DIFFERENT PRODUCTS

If ButterBean delivers a product that:

• is not the product ordered;
• materially differs from the product ordered or described;
• is missing an essential component or accessory; or
• is otherwise incorrectly supplied,

please notify ButterBean as soon as reasonably possible.

Where applicable law gives the customer a right to reject or return the product, ButterBean will arrange the appropriate remedy, which may include replacement, correction of the error or a refund.

Customers should not use, alter or assemble an incorrectly supplied product once the error has been identified, unless reasonably necessary to protect the product or child safety.

5. DAMAGED ON DELIVERY

Customers are encouraged to inspect their order as soon as reasonably possible after delivery or collection.

If a product appears to have been damaged during delivery, please notify ButterBean promptly and provide photographs of:

• the damaged product;
• the product packaging; and
• the delivery packaging, where relevant.

Prompt notification assists ButterBean in investigating delivery-related damage. However, a customer's legal rights under applicable consumer protection law are not removed merely because photographs or immediate notification were not provided.

ButterBean may inspect the product before determining the appropriate remedy.

6. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS

Nothing in this policy limits a consumer's rights under applicable South African consumer protection law.

Subject to applicable law, consumers may have rights where goods:

• are unsafe;
• are defective;
• are not of good quality;
• are not in good working order;
• are not reasonably suitable for their ordinary intended purpose;
• are not reasonably durable; or
• fail to meet other applicable legal requirements.

Where goods fail to meet the applicable legal requirements, the consumer may have statutory rights to return the goods and elect a remedy provided by law, which may include a repair, replacement or refund.

Where applicable, ButterBean may inspect or assess the product to determine whether the issue is a manufacturing defect, normal wear and tear, misuse, accidental damage, improper installation, incorrect assembly, alteration or another cause.

Nothing in this inspection process prevents a consumer from exercising a remedy to which they are legally entitled.

7. STATUTORY WARRANTY RIGHTS

Where applicable under South African law, goods carry statutory protections and implied warranties provided by law.

If a product fails to meet applicable legal requirements relating to quality, safety, suitability or durability within a legally prescribed period, the consumer may have the right to return the product and choose a remedy available under applicable legislation.

ButterBean will not require a consumer to waive any statutory right as a condition of considering a lawful return.

8. EXCLUSIONS WHERE PERMITTED BY LAW

To the maximum extent permitted by applicable law, ButterBean will not be responsible for defects, damage or product failure caused by:

• normal wear and tear;
• misuse or abuse;
• use contrary to product instructions or safety warnings;
• incorrect assembly or installation by the customer or another person;
• unauthorised repairs;
• modifications or alterations;
• accidental damage;
• improper storage;
• failure to reasonably care for the product;
• damage caused by pets, children or third parties after delivery, where this is unrelated to a product defect;
• use of the product for a purpose for which it was not designed; or
• continued use of a product after a defect or safety issue becomes apparent where continued use causes additional damage.

These exclusions apply only to the extent permitted by South African law and do not exclude liability for a genuine defect or other consumer right that cannot lawfully be excluded.

9. PRODUCTS ASSEMBLED, INSTALLED OR ALTERED

Where permitted by law, voluntary returns may be refused if a product has been:

• assembled;
• installed;
• permanently attached or affixed;
• physically altered;
• modified; or
• combined with another product or property.

This does not affect statutory rights relating to defective or non-compliant goods where those rights apply.

10. CUSTOMISED OR PERSONALISED PRODUCTS

Products that are custom-made, personalised, branded, printed or manufactured to a customer's specific requirements may not be eligible for a voluntary change-of-mind return.

However, this does not affect the customer's rights where the product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable law.

11. ONLINE AND ELECTRONIC PURCHASES

Where a transaction is concluded electronically, consumers may have cancellation or cooling-off rights under applicable South African legislation.

Where such statutory rights apply, ButterBean will comply with the applicable legal requirements.

Nothing in ButterBean's voluntary change-of-mind policy is intended to remove or reduce any statutory cooling-off or cancellation rights.

Customers may, where permitted by law, be responsible for the direct cost of returning goods when exercising a statutory cancellation right, unless applicable legislation provides otherwise.

12. DIRECT MARKETING SALES

Where a purchase results from direct marketing, the customer may have statutory cooling-off rights under the Consumer Protection Act or other applicable legislation.

Where such rights apply, ButterBean will process cancellations and returns in accordance with the applicable legal requirements.

13. RETURN SHIPPING AND COLLECTION COSTS

Where the Return Is Due to ButterBean's Error or a Qualifying Defect

Where required by law, or where ButterBean accepts responsibility for an error, incorrectly supplied product or qualifying defect, ButterBean will arrange collection, provide return instructions or otherwise deal with reasonable return costs as required by applicable law.

Change-of-Mind or Voluntary Returns

Unless otherwise agreed in writing, the customer is responsible for:

• return courier costs;
• packaging costs; and
• any reasonable costs associated with voluntarily returning a product.

Original delivery charges are non-refundable for voluntary change-of-mind returns unless applicable law requires otherwise.

14. CONDITION OF RETURNED PRODUCTS

Customers must take reasonable care of products in their possession.

Returned products should, where reasonably possible, be packaged securely to prevent damage during return transport.

ButterBean is not responsible for damage occurring during a return shipment arranged independently by the customer, unless applicable law provides otherwise.

Where a voluntary return does not comply with this policy, ButterBean may, to the extent permitted by law:

• refuse the voluntary return;
• offer a reduced refund reflecting missing components or diminished value;
• return the product to the customer at the customer's cost; or
• offer another reasonable resolution.

15. INSPECTION OF RETURNS

Returned products may be inspected before a refund, replacement or other remedy is processed.

An inspection may include checking:

• the condition of the product;
• whether the product has been used or altered;
• whether all parts and accessories are present;
• whether the reported defect exists; and
• whether the issue is covered by applicable consumer protection law.

Inspection will not be used to unfairly delay or deny a consumer remedy to which they are legally entitled.

16. REFUNDS

Where a refund is approved or legally required, ButterBean will process the refund within a reasonable time and within any period required by applicable law.

Unless otherwise required by law or agreed with the customer, refunds will generally be made using the original payment method.

ButterBean may require reasonable information necessary to process the refund securely and accurately.

17. EXCHANGES

Exchanges are subject to product availability.

If the requested replacement or alternative product:

• costs more than the original product, the customer must pay the difference; or
• costs less than the original product, any refund of the difference will be handled in accordance with applicable law and the circumstances of the transaction.

ButterBean is not obliged to provide a particular exchange product where it is unavailable, unless required by applicable law.

18. SALE, CLEARANCE OR DISCOUNTED PRODUCTS

Discounted, promotional or clearance products remain subject to applicable South African consumer protection laws.

A product may not be denied a statutory remedy merely because it was sold at a discounted price.

However, where a specific defect or condition was clearly disclosed to the customer before purchase, and the customer expressly accepted the product in that condition, ButterBean may rely on that disclosure to the extent permitted by applicable law.

19. SAFETY-RELATED RETURNS

Because ButterBean's products are intended for babies and children, safety is extremely important.

If you believe that a ButterBean product presents a safety risk, please stop using the product immediately and contact ButterBean.

ButterBean may request photographs and other information to assess the issue and determine the appropriate action.

Nothing in this policy requires a customer to continue using a product that they reasonably believe may be unsafe.

20. HOW TO REQUEST A RETURN

To request a return, refund or exchange, please contact:

ButterBean
Email: [Insert Email Address]
Telephone/WhatsApp: [Insert Telephone Number]

Please provide, where available:

• your name;
• your order number or proof of purchase;
• the product name;
• the reason for the return; and
• photographs of the issue, where relevant.

Providing photographs helps ButterBean assess the matter more quickly but does not remove any consumer right that cannot legally be made conditional upon providing them.

Please do not return products without contacting ButterBean first, unless otherwise instructed or where applicable law permits or requires otherwise.

21. PROOF OF PURCHASE

ButterBean may request reasonable proof of purchase to identify the transaction and process the return.

Proof of purchase may include an order confirmation, invoice, receipt, bank payment record or other reasonable evidence of purchase.

22. LIMITATION OF THIS POLICY

This policy is intended to explain ButterBean's returns process and voluntary returns policy.

Nothing in this policy:

• excludes or limits any right that cannot legally be excluded or limited;
• removes a consumer's statutory rights under the Consumer Protection Act or other applicable South African legislation; or
• requires a consumer to waive a legal remedy.

Where there is any conflict between this policy and applicable South African law, the applicable law will prevail.

23. GOVERNING LAW

This policy and transactions with ButterBean are governed by the laws of the Republic of South Africa.

24. CHANGES TO THIS POLICY

ButterBean may amend this policy from time to time.

The version of the policy applicable to a transaction will generally be the version made available to the customer at or before the time of purchase, subject always to applicable South African law.