Refund & Cancellation Policy

1. Quick summary

2. Cancellation policy

2.1 Before dispatch or commencement. You may cancel any order for goods at no charge at any time before we dispatch it, and any order for services at no charge before we begin work. Email info@matmos.co.za with your quotation or invoice number. Any amount already paid is refunded in full.

2.2 Special and non-stock orders. If we have already committed to a supplier for a special order, imported item or made-to-order product, we will tell you what portion of the cost is unavoidable before you confirm the cancellation. Only that committed portion is retained; the rest is refunded. Where nothing has been committed, cancellation is free.

2.3 After dispatch. Once goods have been dispatched, cancellation is handled as a return under section 4 or, where something is wrong with the goods, under section 5.

2.4 Cancellation by us. We may cancel an order where an item becomes unavailable, where a pricing or specification error occurred, where payment cannot be verified, or where we reasonably suspect fraud. If we cancel, you receive a full refund and, where possible, an alternative option.

2.5 There is no cancellation penalty or administration fee in any of the situations described in this section.

3. Cooling-off right on online and distance purchases

3.1 Where you bought goods from us online, by email or by telephone without seeing them in person, section 44 of the Electronic Communications and Transactions Act gives you 7 calendar days from receipt of the goods to cancel without giving a reason.

3.2 To exercise this right, notify us in writing within the 7 days and return the goods unused, complete and in their original packaging.

3.3 We refund the full purchase price within 30 days of receiving the returned goods. You are responsible for the cost of returning them, unless the goods were defective, damaged or not what you ordered — in which case we pay.

3.4 This right does not apply to the categories listed in section 6, or to services that you asked us to begin and which have already been performed.

4. Returning goods you no longer want

4.1 Outside the cooling-off period, we will still accept a return within 14 calendar days of delivery at our discretion, provided the goods are unused, unopened where applicable, complete with all accessories, and in resaleable original packaging.

4.2 A handling fee of up to 10% of the invoice value may be deducted from a discretionary return under this section, to cover restocking or supplier charges. The fee is disclosed to you before the return is authorised, and is never applied to a return under sections 3 or 5.

4.3 Return shipping for a change-of-mind return is for your account. We can arrange collection and deduct the courier cost from the refund if you prefer.

4.4 Goods returned incomplete, used, damaged by you, or without original packaging may be refused, or a further reduction may apply, in which case we will contact you before processing anything.

5. Defective, damaged or incorrect goods

5.1 Report within 48 hours. Inspect your delivery on arrival. If an item is visibly damaged, missing, or not what you ordered, email info@matmos.co.za within 48 hours with photographs of the item and its packaging, and your invoice number.

5.2 We will, at your election, replace the item or refund you in full. We arrange and pay for collection of the incorrect or damaged item and for delivery of the replacement. No handling fee applies.

5.3 Six-month statutory right. Under section 56 of the Consumer Protection Act, if goods turn out to be unsafe, defective or not fit for their ordinary purpose within six months of delivery, you may choose a repair, a replacement or a refund. We do not charge for the assessment.

5.4 Assessment is completed within 10 working days of us receiving the item. Where the manufacturer must assess it, we tell you the expected timeframe up front and follow it up on your behalf.

5.5 Where an assessment shows the failure was caused by misuse, accidental damage, unauthorised repair or an external event such as a power surge, the statutory remedy does not apply. We will explain the finding, share the assessment and quote you for a repair if one is possible.

5.6 Motor vehicle parts. Parts must not be fitted if you can already see that they are incorrect — a fitted part generally cannot be returned. Where an incorrect part was supplied because the vehicle details given to us were wrong, we will still assist with an exchange, but a handling fee under section 4.2 may apply.

6. Items that cannot be returned

6.1 The following cannot be returned for a change of mind, although your rights in respect of defective goods under section 5 always remain:

• Software licences, activation keys and other digital goods once the key has been issued, revealed or redeemed.
• Goods made, imported, configured or personalised specifically to your specification.
• Hygiene, sanitising, personal protective, first-aid, cosmetic and food items where the seal or packaging has been opened.
• Motor vehicle parts that have been fitted, installed or used, and electrical parts supplied to order.
• Goods sold as clearance, ex-demonstration or “as is”, where the condition was disclosed in writing before purchase.
• Consumables that have been part-used, such as oils, fluids, cleaning products and printer consumables.

6.2 Where a digital licence cannot be activated for a technical reason attributable to us or the vendor, we will replace the key or refund you in full.

7. Cancelling services and projects

7.1 A service project may be cancelled by you in writing at any time. On cancellation we invoice for work completed up to that date, plus any third-party costs already committed on your behalf (for example domains, licences, stock imagery or hosting), and refund the balance of anything you have paid.

7.2 Work completed is calculated against the milestones in your quotation, or on time actually spent at the published hourly rate where no milestone has been reached. We provide a written reconciliation so you can see how the figure was reached.

7.3 The commencement deposit is applied to work completed. Where cancellation occurs before any work has started, the deposit is refunded in full.

7.4 If we cancel a project for any reason other than your breach of the terms, we refund all amounts paid for work not yet delivered and hand over everything produced to that point.

7.5 Where a service has been fully performed and accepted, it cannot be refunded on the basis of a change of mind. Defects in our workmanship reported within 30 days of acceptance are corrected free of charge under our warranty.

8. Monthly plans, retainers, hosting and domains

8.1 Monthly plans and retainers run month to month. Either party may cancel on 30 days’ written notice. The plan continues to the end of the notice period, which you have already paid for, and then stops.

8.2 Part-months are not refunded, and unused included hours do not carry over or convert to a refund.

8.3 Prepaid annual plans cancelled mid-term are refunded pro rata for the full unused months remaining, less any discount you received for paying annually.

8.4 Domain registrations are non-refundable once registered or renewed, because the registry fee is paid immediately and cannot be reversed. The domain remains yours for the paid period and we will assist you in transferring it to another provider at no charge.

8.5 On cancellation of hosting we provide a full export of your website and database at no charge, and keep a backup for 30 days before deletion.

9. How to request a cancellation, return or refund

1. Email info@matmos.co.za with the subject line “Return / Refund request”.
2. Include your invoice or quotation number, the item or service concerned, and the reason.
3. For damaged, defective or incorrect goods, attach photographs of the item and packaging.
4. We acknowledge within 2 working days and issue a return authorisation with the return or collection address.
5. Return the goods, or wait for our courier if we are collecting. Please keep your tracking or waybill number.
6. We inspect on receipt and confirm the outcome in writing within 5 working days.

Please do not send goods back before receiving a return authorisation — unauthorised returns can be lost or refused at the receiving point.

10. Refund methods and timeframes

10.1 Refunds are made using the same method you used to pay. Card payments are reversed to the same card, and EFT payments are refunded to the bank account the payment came from. We do not refund to a third party’s account, and we do not refund in cash.

10.2 Once a refund is approved, we process it within 5 working days. Card reversals then take a further 3 to 10 working days to reflect, depending on your bank. EFT refunds normally reflect within 2 to 3 working days.

10.3 The maximum outer limit for any refund under this policy, including cooling-off refunds, is 30 calendar days from approval, as required by law.

10.4 Refunds are made in South African Rand for the amount actually received by us. Bank charges, currency conversion costs or gateway fees levied by your own bank are not recoverable from us.

10.5 Where a refund is delayed for any reason, we will tell you why and give you a revised date without waiting to be asked.

10.6 Instead of a refund you may choose a credit note valid for 12 months, or an exchange for goods of equal value. This is your choice, never a substitute we impose.

11. Chargebacks and disputes

11.1 If you believe a payment was taken in error, please contact us first — we can almost always resolve it faster than a chargeback.

11.2 Where a chargeback is lodged, we will co-operate fully with the acquiring bank and the payment gateway and will supply the quotation, invoice, delivery confirmation and correspondence relating to the order.

11.3 We reserve the right to defend chargebacks that are lodged in respect of goods delivered and accepted, or services performed and accepted, in accordance with these policies.

Related policies

This policy should be read together with our terms of service, refund and cancellation policy, delivery and shipping policy, privacy policy and published pricing structure.

Contact us about this policy

Questions, complaints or requests relating to this policy should be sent to info@matmos.co.za. We acknowledge all written queries within two working days.