Refund policy

3. Returns, Refunds and Cancellations Policy

Nova Line Technologies (Pty) Ltd | Registration number K2024605917 | Effective date: 4 September 2026

We want returns and warranty concerns to be handled fairly, efficiently and in accordance with South African law. This policy distinguishes between statutory cooling-off rights, defective goods, incorrect or damaged deliveries, change-of-mind requests and cancellations.

1. Contacting us

Email info@novalinetechnologies.com with the order number, customer name, product, reason for the request and supporting photographs or video where relevant. Do not send or deliver an item until return instructions and the return destination have been confirmed in writing. Nova Line is online-only and does not accept unarranged walk-in returns.

2. ECT Act cooling-off period

Where section 44 of the ECT Act applies and no statutory exclusion applies, a consumer may cancel an eligible electronic transaction within seven days after receiving goods, or within seven days after concluding an agreement for eligible services. The consumer does not need to give a reason or incur a penalty, but may be responsible for the direct cost of returning goods as permitted by law.

We will refund amounts due under a valid ECT Act cancellation within the period required by law. Goods should be returned with all supplied components and, where reasonably possible, the original packaging. A customer may inspect goods reasonably; unnecessary use or avoidable damage may affect a non-defect return only to the extent permitted by law.

Statutory exclusions may apply to certain transactions, including genuinely made-to-order or personalised goods, certain unsealed software or media, and other categories specified by law. We will not classify an ordinary catalogue product as personalised merely because we source it from a distributor after receiving the order.

3. Additional change-of-mind returns

Outside a statutory cooling-off right, Nova Line may accept an unused, unopened and resalable product returned within 14 calendar days after delivery, subject to prior written authorisation. This additional commercial return option does not apply to excluded products listed below and does not limit statutory rights.

For an approved change-of-mind return, the customer is responsible for return transport and original delivery fees are ordinarily not refundable. Any deduction for missing items, avoidable damage or diminished value will be reasonable, evidence-based and applied only where lawful. Nova Line does not impose an automatic 20% handling or restocking fee.

4. Defective, unsafe or unsuitable goods

The CPA provides an implied warranty of quality. If qualifying goods fail to meet the standards in section 55 of the CPA within six months after delivery, the consumer may return them without penalty and at the supplier's risk and expense, subject to lawful assessment. Where section 56 applies, the consumer may choose a repair, replacement or refund.

We may reasonably inspect or arrange technical assessment to determine the nature and cause of the reported fault. Assessment does not remove a statutory remedy. If goods repaired under the CPA fail again within three months after the repair, or a further defect is discovered within that period, the remedies required by law will be provided.

The six-month CPA protection is separate from any longer manufacturer or supplier warranty. After six months, a valid remaining warranty may provide repair or replacement according to its terms, without limiting any other applicable right.

5. Incorrect, incomplete or transit-damaged orders

Please notify us as soon as reasonably possible, preferably within 48 hours, if an order arrives visibly damaged, incorrect or incomplete. Prompt photographs of the parcel, shipping label, packaging and goods help us investigate with the courier. Failure to report within 48 hours does not automatically extinguish rights available under applicable law.

Where Nova Line supplied the wrong item, omitted an item or the goods were damaged before risk lawfully transferred, we will arrange an appropriate remedy and bear reasonable return or redelivery costs.

6. Items with limited change-of-mind eligibility

Subject always to statutory rights for defective, unsafe, misdescribed or incorrectly supplied goods, change-of-mind returns may be excluded or restricted for:

·   Genuinely personalised, custom-manufactured or specially configured products;

·   Digital licences, activation keys or software once supplied, activated or unsealed where a statutory exclusion applies;

·   Opened consumables, filament, resin or sealed products where return would create a health, safety, contamination or resale concern;

·   Clearance or expressly sold-as-is goods where the disclosed condition is the reason for return;

·   Goods damaged through misuse, incorrect installation, liquid ingress, power surge, accidental damage, unauthorised modification or repair, or use outside published specifications.

A standard product listed in our catalogue is not automatically non-returnable merely because it was ordered from a supplier after the customer placed an order.

7. Cancellations before dispatch

Request cancellation in writing as soon as possible. If fulfilment has not progressed beyond a recoverable stage, we will cancel and refund the order. If a genuinely custom or specially procured commitment has already been made, any lawful, reasonable and disclosed cost may be considered. Statutory cancellation rights remain unaffected.

Once dispatched, cancellation is handled as a return under this policy. Refusing delivery does not necessarily remove responsibility for lawful return costs in a change-of-mind case.

8. Services

A service may be cancelled in accordance with the CPA, ECT Act and the specific quotation or statement of work. If work has started at the customer's instruction, Nova Line may charge a reasonable amount for work performed and non-recoverable commitments, where lawful. Services are not automatically non-refundable in every circumstance.

9. Return condition and packaging

For non-defect returns, include all supplied accessories, manuals, cables, promotional items and packaging where reasonably possible. Missing components or customer-caused damage may result in a reasonable lawful deduction or rejection of a voluntary return. Original packaging is helpful for a defect assessment but will not by itself be used to deny a valid statutory defect claim where that would be unlawful.

10. Refund method and timing

Approved refunds are ordinarily made to the original payment method. EFT refunds require verification of account details and may require proof of the account holder. Processing time depends on the legal basis of the refund and the payment provider. We will process refunds within the time required by law and, for other approved refunds, ordinarily within 7-14 business days after approval. Bank processing may take additional time.

11. Contact

Returns and cancellations: info@novalinetechnologies.com. We will provide the correct return destination and instructions after reviewing the request.