Refund policy

ONLINE RETURNS & REFUNDS POLICY

Effective Date: 12 March 2026
Applicable Law: Consumer Protection Act 68 of 2008 (“CPA”)

 

1. Purpose and Application

This Online Returns and Refunds Policy sets out the rights and obligations applicable to customers purchasing goods via the Gray House–operated online store, in compliance with the Consumer Protection Act, 2008 (CPA).

This policy applies only to online purchases made through the Gray House online platform and does not apply to in‑store purchases unless expressly stated.

 

2. Supplier and Growthpoint Disclaimer

The online store is operated and managed by Gray House Promotions (Pty) Ltd (“Gray House”), which acts as the supplier and merchant of record for all goods sold via the online platform.

Growthpoint Properties Limited (“Growthpoint”) is not the supplier of any goods sold through the online store and bears no responsibility or liability for online sales, returns, refunds, exchanges, or statutory remedies.
All consumer rights and obligations arising from online purchases exist solely between Gray House and the customer.

Nothing in this policy creates or implies any agency, partnership, or joint‑venture relationship between Growthpoint and Gray House.

 

3. Statutory Consumer Rights (CPA)

Nothing in this policy limits or waives any consumer rights conferred by the CPA.

3.1 Implied Warranty of Quality (Sections 55 & 56 CPA)

All goods sold online carry a six‑month implied warranty of quality.

Consumers may return goods within six (6) months of delivery if the goods:

  • Are defective or unsafe;
  • Are not of good quality or reasonably durable; or
  • Do not perform as reasonably expected.

In such cases, the consumer may elect one of the following remedies:

  • Repair;
  • Replacement; or
  • Refund.

Once a remedy is elected, Gray House may satisfy any subsequent remedy in accordance with section 56 of the CPA.

3.2 Goods Not Examined Prior to Delivery (Online Sales)

Because customers cannot physically inspect goods before purchasing online, consumers may return goods within a reasonable period after delivery if the goods:

  • Do not correspond with the description, specifications, or images provided online; or
  • Do not meet the quality reasonably anticipated.

Where such a return is valid under the CPA, Gray House bears the reasonable costs of return.

 

4. Return Conditions

4.1 Proof of Purchase

Customers may be required to provide an online order confirmation, invoice, or proof of payment.

4.2 Condition of Goods

  • Defective goods: may be returned in any condition.
  • Discretionary returns: must be unused, unaltered, and in original packaging unless otherwise stated.

4.3 Return Costs

  • CPA‑mandated returns: Gray House bears reasonable return shipping costs.
  • Discretionary returns: customer bears return shipping costs, unless stated otherwise.

4.4 Refund Method

Approved refunds will be processed using the original payment method, unless an alternative arrangement is agreed.

 

5. Excluded Goods 

Returns may be refused where permitted by the CPA, including where goods:

  • Have been altered, installed, or damaged after delivery (other than due to defect);
  • Are excluded from return for hygiene or public‑health reasons; or
  • Were custom‑made or personalised

 

6. Temporary Occupation Certificate / Operational Disclaimer

All online sales are fulfilled and administered by Gray House independently. Growthpoint does not operate the online platform, process payments, handle fulfilment, or administer returns and has no involvement in customer transactions.

 

7. Dispute Resolution

Customers should contact Gray House Promotions directly to resolve any queries or complaints relating to online purchases.

If unresolved, consumers may refer the matter to:

  • the National Consumer Commission, or
  • a Consumer Court or accredited dispute‑resolution body, in accordance with the CPA.

 

8. Policy Amendments

This policy may be updated by Gray House from time to time to ensure compliance with applicable law. The version published on the website at the time of purchase will apply.

 

Supplier Contact Details

Online customers can initiate a return by contacting our support team:
📧 rox@grayhouse.co.za
📞 071 689 3805
Please include your order number and a brief description of the issue.