Refund policy

City Angler Pty Ltd Returns and Refund Policy

Purpose and scope

This policy explains how City Angler handles returns, repairs, replacements and refunds for fishing tackle and related goods sold in South Africa. It supplements statutory rights under the Consumer Protection Act (No. 68 of 2008) and applies to all retail and online purchases from City Angler (Johannesburg) unless a separate written agreement states otherwise.

Statutory rights (key legal points)

  • Right to safe, good quality goods: Consumers are entitled to goods that are reasonably suitable, of good quality and durable.
  • Direct‑marketing cooling‑off: If goods were purchased as a result of direct marketing, consumers may cancel and return within 5 days of delivery and obtain a full refund (consumer pays return costs).
  • Six‑month implied warranty: If goods fail to meet the standards above within six months of delivery, the consumer may return them at the supplier’s risk and expense; the supplier must repair, replace or refund at the consumer’s direction.

City Angler returns policy (commercial terms)

  • Change‑of‑mind returns: City Angler may accept returns for change of mind within 14 days of purchase if goods are unused, in original packaging and accompanied by proof of purchase. Change‑of‑mind refunds are at City Angler’s discretion and may incur a restocking fee and the consumer bears return shipping costs.
  • Faulty or defective goods: If a product is defective or unsafe, City Angler will follow CPA remedies: repair, replace or refund at the consumer’s choice within the statutory periods; if repair fails within three months of repair, City Angler will replace or refund.
  • Direct marketing returns: For purchases resulting from direct marketing, City Angler will accept returns and issue a full refund within 5 days of delivery; the consumer pays return postage unless otherwise agreed.

Process and timeframes

  1. Report: Contact City Angler within 7 days for change‑of‑mind and immediately for defects.
  2. Evidence: Provide proof of purchase, photos of defect (if applicable) and a description of the issue.
  3. Assessment: City Angler will assess and respond within 5 business days.
  4. Remedy: If accepted, City Angler will repair, replace or refund within a reasonable time; refunds processed to the original payment method within 14 business days of acceptance.

Exclusions and limitations

  • No change‑of‑mind refunds for custom, cut, used, or clearly altered tackle; consumables (lines, bait) are non‑returnable unless defective.
  • Damage caused by misuse, neglect, or unauthorised modification is excluded from warranty.
  • Voluntary goodwill returns do not affect statutory CPA rights.

Shipping, costs & recordkeeping

  • Return shipping for change‑of‑mind is paid by the consumer; for accepted defects within six months, City Angler pays return shipping and bears risk during transit.
  • City Angler retains records of returns and remedies for at least 3 years for audit and consumer‑protection compliance.

Contact and escalation

  • City Angler (Johannesburg) — Email: info@cityangler.co.za.
  • If a consumer remains dissatisfied, they may contact the National Consumer Commission or an accredited ombud; the CPA and departmental guidance explain enforcement and dispute routes.