Refund policy

EaseStudio Returns & Refunds Policy

Effective date: 10 September 2026

EaseStudio is committed to providing quality products and a straightforward customer experience.

This Returns & Refunds Policy applies to products purchased directly from the EaseStudio online store and is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.

1. Online purchases and your statutory cooling-off right

Because purchases made through the EaseStudio website are electronic transactions, a consumer may have a statutory right under section 44 of ECTA to cancel a qualifying purchase of goods without giving a reason and without penalty within 7 days after receiving the goods.

Where this statutory cooling-off right applies:

You do not need to provide a reason for the cancellation.
You must notify EaseStudio of the cancellation within the applicable 7-day period.
You are responsible only for the direct cost of returning the goods, as permitted by ECTA.
EaseStudio will refund payments made for the goods within the period required by ECTA.
The goods must be returned to EaseStudio or made available for return in accordance with our instructions.

The ECTA cooling-off right is subject to statutory exclusions. These include certain personalised or customised goods, goods which by their nature cannot be returned, goods likely to deteriorate or expire rapidly, and other categories specified by the Act.

Where an ECTA exclusion applies, the consumer's other rights under the CPA and other applicable law remain unaffected.

2. Defective, unsafe or poor-quality products

EaseStudio recognises the statutory rights provided by sections 55 and 56 of the CPA.

Products supplied to consumers must meet the applicable statutory requirements relating to quality, safety, working order, freedom from defects, durability and suitability for their intended purpose.

If a product fails to satisfy the requirements of section 55, the consumer may have the right under section 56 to return the product within six months after delivery, without penalty and at the supplier's risk and expense.

Where section 56 applies, the consumer may direct EaseStudio to:

Repair the product;
Replace the product; or
Refund the price paid for the product.

The consumer's statutory remedy will be handled in accordance with the CPA.

Important distinction

The six-month statutory protection applies to qualifying defective, unsafe or non-compliant goods. It is not a general six-month “change of mind” return period.

3. Damage caused by misuse or incorrect use

A product will not ordinarily be considered defective merely because it has been damaged through circumstances outside the supplier's responsibility.

Examples may include damage caused by:

Failure to follow the supplied instructions;
Incorrect installation or assembly;
Improper use;
Accidental damage;
Physical abuse or excessive force;
Modification or alteration of the product;
Use contrary to warnings or instructions;
Electrical damage caused by an external electrical event or unsuitable power supply;
Normal wear and tear; or
Damage occurring after the consumer has taken possession of the product and which is not attributable to an existing defect.

However, this clause does not exclude any statutory consumer rights. Whether a particular problem constitutes a defect or otherwise gives rise to a statutory remedy will be determined in accordance with applicable law and the circumstances of the case.

4. Incorrect product or materially different product

If EaseStudio sends you a product that is materially different from the product you ordered, or the product does not materially correspond with its description, please contact us.

Where applicable, EaseStudio will provide the remedy required by law, which may include:

Supplying the correct product;
Replacing the incorrect product; or
Providing a refund.

EaseStudio will provide reasonable instructions for returning the incorrect product.

5. Products damaged during delivery

Please inspect your parcel and product after delivery.

If your product appears to have been damaged during transportation, please contact us as soon as reasonably possible and provide:

Your order number;
Photographs of the product;
Photographs of the packaging; and
A description of the damage.

We may require photographs or other reasonable information to investigate the matter with the courier.

Please note: a request to report visible delivery damage promptly is intended to assist with our investigation and does not remove or limit any statutory rights relating to defective goods or other legally protected claims.

6. Change-of-mind returns

South African law does not create a general unlimited right for a customer to return every correctly supplied product simply because they have changed their mind.

However, qualifying online transactions may be subject to the 7-day ECTA cooling-off right described above.

After the applicable statutory cooling-off period has expired, EaseStudio does not offer an additional discretionary change-of-mind return unless expressly stated otherwise on the relevant product page or agreed to by EaseStudio in writing.

This does not affect any statutory right relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

7. Condition of goods returned under a cooling-off right

Where goods are returned under a statutory cooling-off right, customers should take reasonable care of the goods while they are in their possession.

Where permitted by applicable law, EaseStudio may take into account damage or deterioration that goes beyond what is reasonably necessary to examine the goods.

Nothing in this clause permits EaseStudio to impose a charge that is prohibited by ECTA or the CPA.

8. Hygiene-related products

Certain EaseStudio products may come into close contact with the body or may be supplied for personal use.

Where applicable law permits an exclusion from a statutory cooling-off right, EaseStudio may rely on that exclusion.

However, a hygiene-related product will not be treated as automatically excluded from statutory remedies merely because it has been opened or used.

If a product is defective, unsafe or otherwise qualifies for a statutory remedy, the consumer's rights remain unaffected.

9. Products purchased on sale

Sale, promotional or discounted products remain subject to applicable consumer protection legislation.

A discounted price does not remove a consumer's statutory rights in respect of defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

Where a product was specifically sold in a disclosed condition and the consumer expressly agreed to accept that condition, the applicable provisions of the CPA will apply.

10. Missing accessories or components

If an item is missing an accessory or component that was included as part of the advertised product, please contact us.

EaseStudio may request photographs, order information or other reasonable evidence to verify the claim.

Where the omission constitutes a failure to supply the goods as agreed, EaseStudio will provide the remedy required by applicable law.

11. How to request a return

All return requests must be submitted through:

Email: easestudioza@gmail.com

Please include:

Full name;
Order number;
Product purchased;
Date of purchase;
Date of delivery;
Reason for the return, where a reason is legally required;
Photographs or video where relevant; and
A description of the problem.

For a statutory cooling-off cancellation, you do not have to provide a reason.

Please do not send products to us without first receiving return instructions.

This helps us ensure that the product is returned to the correct location and can be matched to your order.

12. Return authorisation

After receiving your request, EaseStudio may provide you with a return reference number and return instructions.

Where a return is being made because of an alleged defect, EaseStudio may reasonably inspect or test the product to determine the nature of the issue.

An inspection does not remove or reduce any statutory rights the consumer may have.

Where the law requires a particular remedy, EaseStudio will comply with the applicable legal requirements.

13. Return shipping costs

Statutory cooling-off return

Where a consumer exercises a valid ECTA section 44 cooling-off right, the consumer is responsible only for the direct cost of returning the goods, as permitted by ECTA.

Defective goods

Where section 56 of the CPA applies, the return is at the supplier's risk and expense.

Incorrect goods

Where EaseStudio supplied the wrong product, EaseStudio will arrange an appropriate return solution at no additional cost to the consumer, subject to applicable law.

14. Refunds

Where a refund is due, EaseStudio will generally process the refund to the original payment method used for the transaction.

The time for the funds to appear in the customer's account may depend on the relevant bank or payment provider.

Where ECTA specifies a refund period, EaseStudio will comply with that statutory period. For example, where section 44 applies and payment was made before cancellation, ECTA provides for the refund within 30 days of cancellation.

Where a refund is required under section 56 of the CPA, EaseStudio will process the applicable statutory remedy in accordance with the Act.

15. Exchanges and replacements

Where a consumer has a statutory right to a replacement, EaseStudio will provide the applicable remedy in accordance with the CPA.

Where an exchange is requested solely as a matter of convenience and no statutory right applies, an exchange will only be available if EaseStudio agrees to it.

16. Warranty

Where a particular EaseStudio product is advertised as carrying an additional manufacturer's or EaseStudio warranty, the terms of that warranty will apply in addition to applicable statutory rights.

Any voluntary warranty offered by EaseStudio does not replace or reduce the consumer's statutory rights.

Unless expressly stated otherwise on the relevant product page, references to a manufacturer's warranty should not be interpreted as an additional EaseStudio warranty.

17. Products requiring troubleshooting

For electronic or mechanical products, EaseStudio may first request reasonable troubleshooting information where appropriate.

This may include:

Photographs or video of the issue;
Confirmation of how the product was used;
Confirmation that the supplied instructions were followed; or
Other information reasonably necessary to identify the problem.

Troubleshooting will not be used to unlawfully delay or defeat a statutory remedy.

18. Refunds for unavailable products

If EaseStudio accepts an order but subsequently becomes unable to supply the ordered product, we will notify the customer as soon as reasonably possible and provide the applicable remedy.

Where ECTA section 46 applies, the Act provides specific requirements regarding performance and refunds where goods are unavailable.

19. Limitation of this policy

Nothing in this policy:

excludes or restricts the CPA;
excludes or restricts ECTA;
excludes a consumer's common-law rights where applicable;
excludes a statutory warranty;
prevents a consumer from exercising a right that cannot legally be waived; or
prevents a consumer from using a legally available dispute-resolution mechanism.

Any provision of this policy that is found to be unenforceable will be interpreted or severed to the extent necessary while leaving the remainder of the policy in effect.

20. Complaints

If you have a problem with an order, please contact EaseStudio first so that we have an opportunity to resolve it.

Customer Support:
easestudioza@gmail.com

Business Name:
EaseStudio

Physical/Registered Address:
Pretoria

South Africa

We aim to handle complaints fairly and promptly.

Where a dispute cannot be resolved directly, either party retains any rights available under applicable South African law, including any applicable alternative dispute-resolution or statutory complaint mechanisms.

21. Changes to this policy

EaseStudio may update this policy from time to time to reflect changes to our business, products, procedures or applicable law.

The version applicable to an order will be determined in accordance with applicable law and the terms applicable to that transaction.

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