RETURNS, EXCHANGES AND REFUND POLICY – HYENA
Last Updated: August 2026
Website: https://hyena.co.za
1. OUR APPROACH
1.1. Hyena is an e-commerce division owned and operated by Been There Enterprises (Pty) Ltd (Registration Number: [Insert Registration Number]) (“Hyena”, “we”, “us”, “our”). We sell physical merchandise associated with bands, artists, and independent street brands.
1.2. We aim to maintain a returns process that protects our business and third-party artists while remaining strictly fair and compliant with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
2. POLICY SUMMARY
– Change of Mind / Sizing Returns: Eligible unused products may be returned within 14 calendar days after delivery. The customer covers return and replacement courier fees.
– Defective, Damaged, or Incorrect Goods: Hyena covers reasonable return/collection costs. Full statutory remedies (repair, replacement, or refund) apply under the CPA without restocking fees.
– Statutory Cooling-off Period: In terms of Section 44 of ECTA, you are entitled to cancel without reason and without penalty any electronic transaction for goods within 7 (seven) days after receipt of the goods.
3. HOW TO START A RETURN
Before sending any product back, contact our support team:
Email: [email protected]
Please provide:
– Your Full Name
– Order Number
– Product(s) being returned
– Reason for return (and photographs if the item is damaged or defective)
– Requested outcome (Exchange, Store Credit, or Refund)
We will issue a Return Authorisation and detailed return shipping instructions. Goods sent without prior authorization may experience processing delays.
4. CHANGE-OF-MIND RETURNS & SIZING EXCHANGES
4.1. In addition to your statutory 7-day ECTA cooling-off right, we allow change-of-mind and size exchange requests within 14 calendar days after delivery, provided:
– The return request is logged within 14 calendar days of delivery.
– The product meets the Return Condition Requirements (Section 5).
– The product is not an excluded item (Section 8).
4.2. Size exchanges depend entirely on stock availability. Because merchandise runs may be limited, we may process a size exchange as a return/refund and require a new order to be placed.
5. RETURN CONDITION REQUIREMENTS
For a change-of-mind return or size exchange to be accepted, the item must be:
– Unused, unworn (other than trying on for fit), unwashed, and unaltered.
– Free from stains, deodorant marks, perfume, smoke odours, pet hair, or contamination.
– Returned with original tags and original protective packaging attached.
– In a suitable condition for immediate resale.
6. SHIPPING COSTS FOR RETURNS & EXCHANGES
– Sizing / Change of Mind: The customer is responsible for arranging and paying the direct courier cost to return the product to our central facility, as well as the courier fee for dispatching replacement items.
– Defective / Incorrect Goods: Hyena will book and pay for courier collection at our cost.
7. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Change-of-mind returns and exchanges are strictly NOT accepted for:
– Personalised, custom-printed, or made-to-order merchandise.
– Unsealed audio recordings (e.g., opened vinyl records or CDs).
– Sealed hygiene-sensitive products once the seal is broken.
– Gift cards or electronic vouchers.
(Note: These exclusions do not affect your statutory rights regarding defective or damaged goods.)
8. DEFECTIVE, UNSAFE, OR DAMAGED GOODS (CPA SECTION 56 WARRANTY)
8.1. Statutory Quality Warranty: In terms of Section 56 of the CPA, all goods supplied carry an implied 6-month warranty of quality. If a product is defective, unsafe, or fails to perform for a reasonable period, you may return it within 6 months of delivery at our risk and expense.
8.2. Available Remedies: For valid defective claims, you may choose between:
– A full refund of the purchase price,
– A replacement item (subject to stock availability), or
– A repair of the garment/item.
8.3. Exclusions from Defect Warranty: Defective claims do not cover ordinary wear and tear, intentional misuse, accidental damage after delivery, or damage caused by failing to follow garment care/washing instructions (e.g., bleaching, tumble-drying prints, or ironing directly on vinyl artwork).
9. REFUND METHOD AND TIMING
9.1. Approved refunds will be processed via our secure merchant payment gateway back to your original payment method (e.g., credit card, debit card, or EFT). Cash refunds are not issued for online transactions.
9.2. Refund Timing: Approved refunds will be initiated within 10 business days after the returned product has been received, inspected, and validated at our central facility.
10. CENTRAL RETURN ADDRESS
Returns must be dispatched ONLY to our central warehouse facility after receiving a Return Authorisation. Do NOT send returns to band members, performance venues, or supplier addresses.
Return Address:
Been There Enterprises (Pty) Ltd t/a Hyena
Attention: Returns Department – Order #[Insert Order No.]
Physical Address: 28 Taplow Road, Henley On Klip, Gauteng, South Africa, 1961
Contact: [email protected].
11. COMPLAINTS AND ESCALATION
If you have an unresolved return dispute, please contact Keith directly at [email protected]. If a dispute cannot be resolved directly, you have the right to approach the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission (NCC).