Delivery, returns and refunds
Braintree (Pty) Ltd
Effective 26 October 2026
This policy applies to purchases from the Braintree Shop in South Africa. It explains our delivery service, 14-day change-of-mind return offer and your rights when a product is incorrect, damaged or defective. Your applicable rights under the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA) and other law always take precedence.
Returns and refunds | Start a return | Delivery information
Returns and refunds
Changed your mind? Notify us within 14 days
Contact us within 14 calendar days after delivery to request a change-of-mind return. We record the date you notify us; a delay in our reply or collection arrangements will not cause a timely request to fall outside this window.
Your statutory cooling-off right: Where ECTA section 44 applies, you may cancel an online goods purchase without giving a reason within seven days after receiving it. The only charge is the direct cost of returning the goods. We refund the full payment within 30 days of cancellation. The stricter conditions for our voluntary extension below do not limit this statutory right. Opening ordinary hardware packaging to inspect the item does not, by itself, remove this right.
Our voluntary extension: For change-of-mind requests made after the statutory cooling-off period, up to day 14, the product must be unused, unactivated and undamaged, with its original packaging, accessories, manuals and any included gifts. Where no statutory cooling-off right applies, these voluntary conditions apply throughout the 14-day offer, subject to the exclusions below. You pay the actual return courier cost. We do not charge a restocking or handling fee for an eligible return.
Eligible change-of-mind returns qualify for a refund of the product price. An exchange can be arranged subject to stock availability and any agreed price difference. Choosing an exchange is optional and does not replace a refund you are entitled to receive.
Incorrect items or damage on delivery
If your order arrives damaged, incomplete or different from what you ordered, contact us as soon as possible. Where possible, report it within 48 hours and include photographs of the item, packaging and courier label. This helps us investigate; it is not a deadline that removes your legal rights.
We arrange and pay for collection and the appropriate correction, replacement or refund. You do not pay return or replacement delivery costs for our error or damage during delivery.
Defective products and the six-month legal warranty
Where the CPA applies, goods that fail to meet its quality and safety requirements may be returned within six months after delivery, at our risk and expense and without a penalty. Once the qualifying fault is established, you choose a repair, replacement or refund of the price paid. We may reasonably inspect or test the product, but will not make a valid claim dependent on supplier approval or require you to accept a repair instead of your chosen legal remedy.
If we repair a product and, within three months after that repair, the fault remains or a further qualifying fault appears, we will replace the product or refund it as required by the CPA. This does not reduce any other warranty or statutory right.
Original retail packaging is not required for a valid defective-product claim. Please pack the product safely and tell us if you need help with suitable packaging.
Manufacturer warranties and damage caused by use
A longer manufacturer warranty continues for its stated term and on its applicable terms. Contact us for help with a warranty claim. Manufacturer warranty terms do not replace or reduce your rights against Braintree under applicable law.
A fault caused by accidental damage, misuse, liquid damage or an alteration may fall outside the relevant warranty. We assess the cause of the reported fault, explain our findings and provide a quote where paid work is proposed. We will obtain your agreement before chargeable repairs, diagnostics or other paid services. A mark on the product or unrelated damage does not automatically invalidate every claim.
Software, digital products and personalised goods
Statutory cooling-off exceptions apply only where the law permits them. These can include genuinely personalised or made-to-specification goods, software or audio/video recordings unsealed by the customer, and services begun with the customer’s consent before the cooling-off period ends.
Our voluntary change-of-mind extension does not cover personalised or made-to-specification goods, unsealed software or recordings, or digital licences, codes or prepaid products that have been activated or redeemed. We assess unredeemed digital-product requests against the applicable legal rights and whether the product can be returned. A label such as “digital” or “non-refundable” does not remove your remedies for an invalid code, incorrect supply or a qualifying defect.
How to start a return
- Email btsales@braintree.co.za with your order number or other proof of purchase, the product, whether you are cancelling a purchase or reporting a problem, and your preferred remedy. Include the serial number and photographs where available. You can also call 011 455 6248 for assistance.
- We confirm the return instructions and arrange collection where we cover the cost. For a change-of-mind return, we explain the courier options and any cost before arranging a paid collection. Contact us before dispatch so we can provide the correct destination and reference; our administrative process does not remove a statutory cancellation or return right.
- Pack the item securely. For devices, back up your data and, where possible, remove personal accounts, passwords and activation locks. If a fault prevents this, tell us so we can agree a safe handling process. Do not send passwords by email.
We verify the order, serial number, returned contents and condition, and may photograph the item and packaging to keep a record. We aim to acknowledge your request within two business days and complete an initial assessment within five business days of receipt. If specialist testing takes longer, we explain the reason and keep you updated. These targets do not extend a statutory deadline.
Refunds and return costs
We process refunds promptly to the original payment method where possible, or by an agreed secure alternative. We do not force store credit where a refund is due. Bank or payment-provider processing may affect when the refund appears; contact us if it has not reflected within 10 days after we confirm processing.
For an ECTA cooling-off cancellation, the full payment is refunded within 30 days of cancellation and only the direct return cost may be charged. For an eligible voluntary change-of-mind return, we refund the product price after checking the return conditions. We do not deduct card-processing or blanket handling fees. For an incorrect, transit-damaged or qualifying defective product, Braintree covers the return costs. Any proposed charge for a return that does not qualify will be explained and agreed in advance, subject to your legal rights.
Delivery information
Delivery is available throughout South Africa and is free for Braintree Shop customers. Standard delivery normally takes two to five working days, Monday to Friday excluding public holidays, subject to payment and order confirmation before 12:00. Outlying areas may take a further 24 hours, depending on the origin and destination.
Delivery begins after payment is confirmed and any requested supporting documents are received. Deliveries to business and residential addresses take place Monday to Friday, 08:00 to 17:00, excluding public holidays. If no one is available to receive and sign for the order, we notify you and arrange another delivery.
Pre-orders: Extended lead times are shown on the product page. Dispatch follows the advertised date, after which normal delivery lead times apply. If the expected date changes, we notify you. Your legal rights relating to delayed or unavailable orders remain unaffected.
Help with an unresolved return
Contact btsales@braintree.co.za or 011 455 6248 and ask for the matter to be escalated, quoting your order and return reference. You retain the right to approach an applicable ombud, the National Consumer Commission or a court as permitted by law.
This policy replaces the delivery and returns policy dated 10 May 2023 for current shop purchases. It does not retrospectively reduce rights attached to an earlier order. Where another shop notice conflicts with this policy on delivery, returns or refunds, this policy applies, always subject to your statutory rights.
