Refund policy

1. Our 30-Day Return Policy

In addition to your rights under South African consumer law, PixelShield offers returns on eligible products within 30 days of delivery.

To qualify for a voluntary 30-day return:

  • The product must be unused and in a resalable condition.
  • The product must be returned with its original packaging.
  • All accessories, cases, cloths and bundle items must be included.
  • Proof of purchase or a valid PixelShield order number is required.
  • You must contact us before sending the product back.

Unless the product is defective, damaged or incorrectly supplied, customers are responsible for the direct cost and risk of returning the product.

2. Seven-Day Cooling-Off Period for Online Orders

For eligible electronic transactions, customers may cancel their purchase without giving a reason within 7 days of receiving the goods, subject to the Electronic Communications and Transactions Act.

Customers exercising this right may be responsible for the direct cost of returning the goods. Certain transactions or products may be excluded from the statutory cooling-off right where permitted by law.

Products should only be handled or inspected to the extent reasonably necessary to determine their nature, characteristics and suitability.

3. Defective, Unsafe or Poor-Quality Products

Under the Consumer Protection Act, products must be reasonably suitable for their intended purpose, of good quality, in good working order and free from defects.

If a product is defective, unsafe or does not meet the required quality standards within 6 months of delivery, you may be entitled to choose a:

  • Repair, where appropriate;
  • Replacement; or
  • Refund.

PixelShield may inspect the product to confirm the nature and cause of the reported defect. Your statutory remedy will not be refused merely because the original packaging has been opened or is unavailable.

This protection does not cover damage caused by misuse, accidental damage, incorrect cleaning, improper storage, unauthorised alteration, failure to follow care instructions or ordinary wear and tear.

4. Damaged, Incorrect or Incomplete Orders

Please inspect your order as soon as it arrives. Contact us promptly if:

  • The wrong product was delivered;
  • The order is incomplete;
  • The product was damaged during delivery; or
  • The product does not match its description.

Please provide your order number and clear photographs of the product, packaging and shipping label where applicable. Where PixelShield is responsible, we will arrange an appropriate remedy and cover reasonable return or collection costs.

5. Glasses and Accessories

Blue-light glasses, cases, cleaning cloths and silicone nose pads may be returned under our voluntary 30-day policy only when they are unused, clean, undamaged and returned with their original packaging and included accessories.

Glasses showing scratches, bent frames, damaged hinges, staining, deliberate alteration or damage caused after delivery may not qualify for a voluntary change-of-mind return.

These conditions do not limit your rights where a product was defective, damaged or incorrectly supplied.

6. Lens Cleaner and Anti-Fog Wipes

For health, safety and quality-control reasons, opened or used lens cleaner, anti-fog wipes and similar consumable lens-care products cannot ordinarily be returned under our voluntary change-of-mind policy.

Unopened and unused lens-care products may qualify for return within 30 days, provided that their seals and packaging remain intact.

This restriction does not apply where the product is defective, damaged, unsafe, expired when supplied or otherwise does not comply with South African consumer law.

7. Bundles

A bundle must be returned as a complete set to qualify for a full change-of-mind refund. If only part of a bundle is returned, PixelShield may refuse the voluntary return or calculate the refund based on the normal individual prices of the products retained, where lawful.

8. Items That Do Not Qualify for Voluntary Returns

PixelShield may decline a voluntary change-of-mind return where:

  • The request is made more than 30 days after delivery.
  • The product has been used, worn extensively or damaged after delivery.
  • An opened hygiene-sensitive or consumable product is being returned.
  • Parts, accessories or bundle items are missing.
  • The product has been altered or customised at the customer’s request.
  • The product was clearly identified as non-returnable before purchase.

None of these exclusions remove a customer’s legal rights regarding defective, unsafe, incorrectly described or incorrectly supplied goods.

9. Refunds

Once your return has been received and assessed, we will notify you whether it has been approved.

Approved refunds will ordinarily be issued to the original payment method. The time taken for the funds to appear may depend on your bank or payment provider.

Original delivery charges may not be refundable for a voluntary change-of-mind return, except where required by law. Where a product is confirmed to be defective, damaged or incorrectly supplied, PixelShield will provide the remedy and cover costs as required by applicable law.

10. How to Request a Return

Before returning anything, email us at pixelshield.sa@gmail.com .

Please include:

  • Your full name;
  • Your order number;
  • The product you wish to return;
  • The reason for the return; and
  • Clear photographs or videos where the product is damaged or defective.

Do not send a return before receiving return instructions from PixelShield. Products sent to an unauthorised address may be delayed or lost.

11. Consumer Rights

Nothing in this policy is intended to exclude, restrict or replace any rights or remedies available under the South African Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable law.