1. Purpose & Scope

This policy governs returns, exchanges and refunds for all purchases made through any Nona International (Pty) Ltd (“Nona International”, “we”, “us”) sales channel, and applies to:

• Physical retail store — Shop 29, Sandton Gate Central
• Online store at www.nona-international.co.za
• Telephone and email orders
• Pop-up shops, markets and events

This policy complies fully with the Consumer Protection Act 68 of 2008 (“CPA”). Where the CPA grants rights that cannot be reduced or excluded, those rights are preserved in full regardless of anything else in this policy.

2. Your Rights Under the Consumer Protection Act

2.1  Right to Return Defective Goods (Section 56)

If goods are defective — meaning they have a manufacturing or material fault that was not caused by the customer — you are entitled within six (6) months of delivery or purchase to:

• Return the goods to us;
• Have the goods repaired or replaced; or
• Receive a full refund of the purchase price paid.

No penalty or fee will be charged for exercising this right. If we elect to repair the goods and the repair is not completed within a reasonable time, or if the same defect recurs, you may still demand a replacement or refund.

Important — Breakage is not a manufacturing defect: All tableware and glassware is inspected by staff and by the customer before leaving the store or prior to dispatch. Once goods have been examined and accepted, any subsequent breakage is considered damage caused after delivery and does not constitute a defect under Section 56. Please see Section 8 below regarding our Pre-Sale Inspection process.

2.2  Cooling-Off Right for Direct Marketing Purchases (Section 16)

If you were approached by us directly (e.g. at a pop-up, market, by email or telephone) and purchased goods as a result of that direct marketing contact, you have a five (5) business day cooling-off period from the date of delivery. You may cancel the purchase and return the goods within this period without penalty and at no cost to you.

Note: This statutory right cannot be excluded. It applies only to purchases made as a direct result of unsolicited marketing contact.

2.3 Cancellation of Special Orders, Imports & Custom Items (Section 17)

Where you have placed a special order, custom order, or any order that requires us to import goods specifically for you — including all orders placed with our international suppliers (such as Serax and ASA Selection) — the following cancellation terms apply:

• You may request cancellation at any time before delivery.
• Because our products are imported to order, cancellation fees will reflect actual costs already committed on your behalf. These include, but are not limited to: supplier production costs, freight and shipping charges, customs and import duties, and warehousing fees already incurred.
• The cancellation fee will be calculated based on documented costs at the time of cancellation and may equal up to 100% of the order value if goods have already been produced or dispatched by the supplier.
• Any deposit paid will be applied against the cancellation fee. If the cancellation fee exceeds the deposit, you will be invoiced for the balance.

Reason: Unlike standard retail stock, our imported tableware and homeware is ordered specifically per customer or per buying cycle. Once a supplier has confirmed production or dispatched goods, those costs cannot be recovered. This clause is permitted under Section 17(2) of the CPA, which allows reasonable cancellation charges reflecting actual costs incurred.

2.4  Implied Warranty of Quality (Sections 55 & 56)

All goods supplied carry an implied warranty that they are of good quality, free of defects, and suitable for their general intended purpose at the time of sale. This warranty is in addition to, and does not replace, any manufacturer warranty that may apply.

3. Our Voluntary Returns & Exchange Policy

In addition to your statutory CPA rights, Nona International offers the following change-of-mind returns policy. This policy is offered voluntarily and is more limited than your Section 56 defect rights:

4. Channel-Specific Procedures

The table below summarises return procedures per channel. Your CPA rights are not affected by channel.

4.1  In-Store Purchases

Bring the item, original packaging and proof of purchase to our store at Sandton Gate Central within 7 calendar days of purchase. Our team will inspect the item and process your exchange or credit note on the day where possible.

4.2 Online Purchases

Email info@nona-international.co.za with your order number, reason for return, and photographs of the item within 7 calendar days of confirmed delivery. We will issue a Return Merchandise Authorisation (RMA) number and return instructions.

• Return courier costs are for the customer’s account, unless the return is due to a manufacturing defect or an error on our part.
• Items must be securely packaged. Nona International is not liable for items damaged in return transit.
• Once received and inspected (within 5 business days), we will process your exchange or credit note.

4.3 Telephone & Email Orders

Contact us at info@nona-international.co.za to initiate a return. The same conditions and timeline as online purchases apply.

4.4 Pop-Up Shops, Markets & Events

Email info@nona-international.co.za within 7 calendar days with proof of purchase before sending any goods. Items are to be returned by courier to Shop 29, Sandton Gate Central. Note that the Section 16 five-day direct marketing cooling-off right applies automatically to purchases made at these events.

5. Items Not Eligible for Return or Exchange

The following items are not eligible for return or exchange under our voluntary policy, unless they are proven to be defective under Section 56 of the CPA:

• Items that have been used, washed, or removed from original packaging and are not defective;
• Items inspected and accepted by the customer at point of sale or delivery where subsequent damage has occurred;
• Custom-made, personalised, bespoke or specially imported items ordered to your specification;
• Items marked as final sale or clearance at time of purchase;
• Gift cards and vouchers;
• Items returned outside the 7-day voluntary return period (statutory CPA defect rights still apply for up to 6 months).

6. Refunds

6.1 Change-of-Mind Returns (Voluntary Policy)

For returns made under our voluntary 7-day policy where there is no defect, Nona International will issue an exchange or a credit note. No cash, EFT or card refund is payable for change-of-mind returns. Credit notes are valid for 12 months from the date of issue and may be used against any in-store or online purchase.

6.2 Defective Goods (CPA Section 56)

Where goods are confirmed to have a manufacturing defect within 6 months of purchase, you are entitled at your election to a repair, replacement, or a full monetary refund. Monetary refunds will be processed as follows:

• Card purchases: refunded to the original card used.
• EFT / bank transfer payments: refunded to the originating bank account. Banking confirmation may be required.
• Cash purchases: refunded by EFT or by arrangement.

Defect refunds will be processed within 7 business days of receipt and confirmation of the defect. Original delivery fees are non-refundable unless the defect or error is on our part.

6.3 Direct Marketing Cooling-Off Refunds (CPA Section 16)

Where a purchase is cancelled within the 5 business day cooling-off period under Section 16, a full monetary refund will be issued within 15 business days of cancellation, at no cost to the customer.

7. Exchanges

Exchanges are subject to stock availability. If the requested exchange item is not available, a credit note will be issued. Price differences are handled as follows:

• Exchange item of higher value: you will be charged the difference.
• Exchange item of lower value: the difference will be issued as a credit note (not as cash).

8. Pre-Sale Inspection of Tableware & Glassware

Given the fragile nature of our tableware and glassware products, Nona International conducts a visual inspection of all items before they leave the store or are dispatched for delivery. For in-store purchases, customers are invited to inspect their items at the point of sale before accepting them.

By accepting your purchase (either by taking possession in-store or by confirming receipt of a delivery without raising a damage complaint within 48 hours), you confirm that the goods were received in good condition. Any breakage or damage arising after acceptance will not be treated as a manufacturing defect and will not qualify for return, exchange or refund under Section 56 of the CPA.

For online and courier deliveries: Please inspect your delivery immediately upon receipt. If items arrive damaged, notify us at info@nona-international.co.za within 48 hours with photographs of the damaged goods and packaging. Failure to report transit damage within this window may limit your ability to make a claim.

9. Gift Returns

Items received as gifts may be exchanged or credited to a Nona International credit note within the 7-day return period, provided the original proof of purchase or gift receipt is presented and the item is in original, unused condition. Monetary refunds for gifts will be directed to the original purchaser only.

10. Disputes & Escalation

If you are dissatisfied with the handling of your return or exchange, please escalate in writing to:

We will acknowledge your complaint within 2 business days and provide a resolution within 10 business days. Should our internal process not resolve the matter to your satisfaction, you may refer the dispute to:

• National Consumer Commission (NCC): www.thencc.org.za
• Consumer Goods and Services Ombud (CGSO): www.cgso.org.za

11. Contact Details