Return Policy
Refund & Returns Policy
Mystique Marine (Pty) Ltd
1. Overview
At Mystique Marine, we take pride in supplying premium marine electronics and equipment. Due to the technical and high-value nature of our products, refunds and returns are handled carefully and in accordance with the South African Consumer Protection Act (CPA).
By placing an order on our website, you acknowledge and agree to the terms outlined below.
2. Returns Eligibility
You may request a return under the following conditions:
2.1 Defective or Incorrect Items
If an item is:
- Defective
- Damaged on arrival
- Incorrectly supplied
You must notify us within 7 days of delivery.
Upon verification, we will arrange a replacement or refund in line with the CPA.
2.2 Change-of-Mind Returns
Change-of-mind returns are accepted only if:
- The item is unused, unopened, and in original packaging
- The return is requested within 7 days of delivery
- The item is not special-order, imported on request, software-activated, or custom-configured
3. Non-Returnable Items
The following items are non-returnable unless defective:
- Electronics that have been installed, activated, registered, or powered on
- Software, charts, licenses, or digital products
- Special-order or imported-on-request items
- Clearance or discounted items marked “Final Sale”
4. Refunds & Processing Fees (IMPORTANT)
4.1 Payment Gateway Fees
Payment processing fees charged by third-party payment gateways (including PayFast ) are non-refundable.
These fees are charged to Mystique Marine at the time of payment and are not returned to us when a refund is processed.
4.2 Refund Amount
Approved refunds will be processed as follows:
- Product value refunded
- Less non-refundable payment processing fees
- VAT adjusted accordingly (where applicable)
Example:
If an order of R100,000 incurs R5,200 in payment processing fees, the refundable amount will be R94,800.
5. Return Shipping Costs
- Customers are responsible for return shipping costs for change-of-mind returns
- Shipping fees are non-refundable
- We recommend insured and trackable shipping for returned items
If the return is due to our error or a verified defect, return shipping will be covered by Mystique Marine.
6. Refund Processing Time
Once a returned item is received and inspected:
- Refunds are processed within 5–10 business days
- Refunds are issued to the original payment method used
Please note that banks and payment providers may take additional time to reflect funds.
7. EFT (Bank Transfer) Payments
For high-value purchases, we strongly recommend Electronic Funds Transfer (EFT) payments.
EFT payments:
- Incur no payment gateway percentage fees
- Allow full refunds without deductions (subject to policy terms)
8. Chargebacks & Disputes
Customers are encouraged to contact us directly before initiating a chargeback.
Unjustified chargebacks may result in additional administrative and dispute handling fees.
9. Contact Information
For return or refund requests, please contact: