Return and Refunds Policy

BikeMessenger – Returns & Refunds Policy

Last Updated: 19 January 2026

Thank you for shopping with BikeMessenger.
We want you to love your purchase! This Refund and Returns Policy outlines your rights and our responsibilities regarding refunds, exchanges, and returns — in line with the Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA), and POPIA.

1. Overview

This Returns & Refunds Policy explains:

  • When you may return an item
  • How refunds and exchanges work
  • How we handle defective or damaged goods
  • Your rights under South African law
  • How our service providers (PayFast & The Courier Guy) support this process

2. Eligible Items for Return

An item qualifies for a standard return if:

  • It is unused, unworn, unwashed, and in original packaging with tags attached
  • You request the return within 7 days of delivery
  • It is not a personalised or custom-printed item
  • It is not a sale or promotional item marked as Final Sale (unless defective)

3. Items Not Eligible for Return

  • Custom or personalised products unless defective
  • Products showing signs of wear, washing, or misuse
  • Products returned beyond the 7-day window without prior approval
  • Sale, clearance, or promotional items unless defective or incorrect

4. Defective, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Notify us within 48 hours of delivery
  2. Email info@bikemessengershop.com with:
    • Order number
    • Clear photos of the item and packaging
    • A brief description of the issue
  3.  If approved, we will:
    • Replace the item at no additional cost OR
    • Provide a full refund, including original shipping costs

We may open an investigation with The Courier Guy for courier-related issues, as required.

5. Standard Return Process (Non-Defective Items)

  1. Contact us at info@bikemessengershop.com within 7 days of receiving your order.
  2. Include your:
    • Order number
    • Item(s) you wish to return
    • Reason for return
  3.  If approved, we will email return instructions and the return address.
  4. You must send the item using a reliable, trackable courier service.
    • Recommended: The Courier Guy
    • Return shipping for non-defective items is the customer’s responsibility.
  5. Once we receive and inspect the item, we will approve or decline the refund.

6. Refunds

Refunds are:

  • Issued to the original payment method via PayFast
  • Processed within 7–10 business days after approval
  • Subject to PayFast and bank processing timeframes

BikeMessenger does not issue cash refunds.

Note:

  • Original shipping fees are not refunded for non-defective returns.
  • Processing time may vary depending on your bank or PayFast.

7. Exchanges

We will gladly exchange your item for:

  • A different size
  • A different colour (if applicable)
  • Another product of equal value (subject to stock availability)

Process:

  • The original item must be returned first for inspection.
  • Exchange shipping (both ways) is at the customer’s cost, unless the product was defective or incorrect.

8. Order Cancellation

You may cancel your order before dispatch by emailing info@bikemessengershop.com

If the order has already shipped:

  • It will need to be returned under the standard returns process once delivered.
  • Return shipping costs will apply unless the cancellation is due to a defect or error on our side.

9. Incorrect Address or Failed Delivery

  • Please ensure your shipping details are correct at checkout.
  • If a parcel is returned to us due to an incorrect address or failed delivery attempt, reshipping costs will apply.

10. Lost or Missing Parcels

If your tracking number (sent via dispatch email) shows the parcel as delivered but you have not received it:

  1. Check with neighbours, security, reception, or collection points.
  2. Contact The Courier Guy with your tracking number.
  3. Email us if still unresolved so we can open a formal investigation.

Once our courier partner confirms the parcel as lost after investigation, we will either replace or refund the order.

11. Compliance With SA Law

This policy complies with:

  • Consumer Protection Act (CPA) – covering defective goods, quality standards, and consumer rights
  • Electronic Communications and Transactions Act (ECTA) – covering cooling-off periods for online purchases
  • POPIA – covering lawful handling of personal information

In accordance with the Electronic Communications and Transactions Act (ECTA), customers may cancel an online purchase within 7 days of delivery, provided the item is unused and return shipping costs are borne by the customer unless the item is defective or incorrect.

Your personal information will be used only for the purpose of processing your return, exchange, or refund.

12. Additional Notes

  • BikeMessenger reserves the right to reject returns that do not meet policy requirements.
  • All returns undergo a quality inspection.
  • Refund amounts may be adjusted if the item shows signs of wear or damage not caused by us.

13. Contact Us

For order-related questions, returns, exchanges, or refund enquiries:

Email: info@bikemessengershop.com

Location: South Africa

Hours: Mon – Fri, 08:00 – 17:00 SAST

14. Policy Updates

BikeMessenger may update this policy periodically to maintain compliance with legal, operational, or industry changes. The latest version is always published on our website.