AIKONA RETURNS & REFUNDS POLICY

Effective Date: 31 July 2026

This Returns & Refunds Policy (“Policy”) applies to purchases of products made from AIKONA / AIKONAOFFICIAL™ (“AIKONA”, “we”, “us” or “our”) through our online store or any other electronic sales channel operated by us within the Republic of South Africa.

AIKONA is committed to complying with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable laws and regulations. Nothing in this Policy is intended to exclude, restrict or waive any right that a consumer has under applicable South African law. Where a provision of this Policy conflicts with a mandatory legal requirement, the applicable law will prevail.

This Policy is intended to distinguish between statutory returns, which are required by law, and voluntary returns that AIKONA may accept as a customer-service measure.

1. Change-of-Mind Returns for Online Purchases

Where a consumer purchases goods from AIKONA through an electronic transaction and the statutory cooling-off provisions of ECTA apply, the consumer may cancel the transaction without giving a reason and without incurring a cancellation penalty within seven days after the date on which the goods are received.

The consumer is responsible for the direct cost of returning the goods to AIKONA in circumstances where the return is made under the ECTA cooling-off right. AIKONA will not impose an additional handling, administration or restocking charge in respect of a valid ECTA cooling-off cancellation.

The goods must be returned within the applicable statutory period and should be returned in a condition that allows AIKONA to reasonably identify and assess the goods. A consumer may examine goods to the extent reasonably necessary to determine their nature, characteristics and functioning. However, AIKONA reserves all rights available to it under applicable law where goods have been used, damaged, altered, consumed or otherwise handled beyond what is reasonably necessary to examine them.

Where payment has already been made, AIKONA will process the refund in accordance with the applicable statutory requirements once the cancellation and return requirements have been satisfied.

The statutory ECTA cooling-off right does not apply to every category of electronic transaction. The exclusions contained in ECTA will apply where legally applicable, including circumstances involving certain personalised or customised goods, goods which by their nature cannot reasonably be returned, rapidly deteriorating goods and other categories specifically excluded by the Act.

2. Returns Where the Consumer Received the Wrong Product

If AIKONA supplies a product that is materially different from the product ordered, the consumer must contact us as soon as reasonably possible after receiving the order.

Where AIKONA supplied the incorrect product, AIKONA will arrange an appropriate remedy in accordance with the consumer's rights under South African law. This may include supplying the correct product, replacing the incorrect product or providing a refund where the consumer is legally entitled to one.

Where the incorrect product was supplied due to an error by AIKONA, the reasonable costs associated with correcting that error will be borne by AIKONA.

3. Defective, Unsafe or Poor-Quality Products

AIKONA recognises the consumer's statutory right to receive goods that are reasonably suitable for their ordinary intended purpose, of good quality, in good working order, free from defects and reasonably durable, subject to the circumstances and requirements contemplated by the CPA.

In terms of section 56 of the CPA, qualifying goods carry an implied warranty of quality for six months from the date of delivery. Where goods fail to satisfy the applicable requirements of section 55 of the CPA, the consumer may return the goods within the applicable six-month period without penalty and at the supplier's risk and expense.

Where section 56 applies, the consumer is entitled to direct the supplier to repair or replace the goods, or refund the price paid for the goods, subject to the provisions and circumstances contemplated by the CPA.

AIKONA may reasonably inspect returned goods in order to establish whether the alleged defect, failure or unsafe condition falls within the statutory warranty. An inspection will not remove or diminish any statutory right that the consumer has under the CPA.

Where goods are repaired and the same failure or a further qualifying failure occurs within the period contemplated by section 56(3) of the CPA, the consumer will have the remedies provided by that section.

4. Damage Caused After Delivery, Misuse and Normal Wear

The statutory warranty does not make AIKONA responsible for damage or deterioration caused by circumstances falling outside the supplier's legal responsibility.

This includes, where applicable, damage caused by misuse, abuse, unreasonable use, accidental damage, alterations, modifications, failure to follow reasonable care or use instructions, or other damage occurring after the goods have left AIKONA's control.

Normal wear and tear that would reasonably be expected from ordinary use is not, by itself, a manufacturing defect.

For products intended for use with animals, the consumer is responsible for using the product reasonably and for considering whether the product is suitable for the particular animal, environment and intended use. Product descriptions and instructions provided by AIKONA should be followed.

Nothing in this section limits a consumer's statutory rights where a product was defective, unsafe or otherwise failed to meet the requirements of the CPA when supplied.

5. Change-of-Mind Returns Outside the Statutory Cooling-Off Period

Once the applicable statutory cooling-off period has expired, AIKONA is not required to accept a return merely because a consumer has changed their mind, ordered the incorrect product, no longer wants the product or finds that the product does not meet a personal preference, unless another legal right applies.

AIKONA may, entirely at its discretion, offer an exchange, store credit or refund as a gesture of goodwill. Any voluntary return offered outside the consumer's statutory rights will be subject to the conditions communicated by AIKONA at the time the return is approved.

AIKONA does not guarantee that a voluntary change-of-mind return will be accepted.

6. Conditions for Voluntary Returns

Where AIKONA voluntarily agrees to accept a return that is not required by law, the product should be returned unused, undamaged and with all components, accessories and packaging supplied with the product.

AIKONA may refuse a voluntary return, or where legally permitted make a reasonable deduction reflecting use, consumption, damage or necessary restoration costs, where the condition of the returned product does not comply with the conditions of the approved voluntary return.

Any such deduction will not be applied where prohibited by applicable law and will not affect a consumer's statutory rights.

7. Products Purchased on Sale or at a Discount

A product being sold at a discounted or promotional price does not remove or reduce the consumer's statutory rights under the CPA or ECTA.

Where a discounted product is defective or otherwise falls within a statutory return right, the consumer will retain the remedies available under applicable law.

However, where a consumer simply changes their mind after the applicable statutory cooling-off period, AIKONA is not obliged to provide a refund merely because the product was purchased at a discounted price.

8. Products That Have Been Altered or Modified

AIKONA may refuse a statutory defect claim to the extent permitted by law where the alleged defect or failure resulted from the product having been altered, modified, damaged or used contrary to applicable instructions after the product left AIKONA's control.

This does not exclude liability for a defect that existed independently of the consumer's alteration or misuse, nor does it limit any right that cannot lawfully be excluded.

9. Return Procedure

All returns must first be authorised by AIKONA unless applicable law requires otherwise.

A consumer wishing to return a product should contact AIKONA through the customer-support contact details displayed on the website and provide the order number, the name used for the order, the product concerned and the reason for the requested return.

AIKONA may request reasonable information, photographs or other evidence where necessary to assess the nature of the return, particularly where the consumer alleges that a product is defective, damaged or incorrect.

Where AIKONA determines that a physical return is required, the consumer will be provided with the applicable return instructions.

Consumers should package returned goods securely and appropriately to minimise the risk of damage during transportation.

The responsibility for return transportation costs will depend on the legal basis for the return. Where the consumer is exercising a statutory cooling-off right under ECTA, the consumer is generally responsible for the direct cost of returning the goods. Where the return is required because of a qualifying defect or because AIKONA supplied incorrect goods, AIKONA will bear the applicable return costs as required by law.

10. Refunds

Where a refund is legally required, AIKONA will process the refund within the period prescribed by the applicable legislation.

Refunds will ordinarily be made using the same payment method used for the original transaction where reasonably possible. Where this is not possible, AIKONA may request appropriate banking or payment information necessary to process the refund securely.

AIKONA will not issue a refund in circumstances where no refund is legally due merely because a consumer requests one.

Where only part of an order is validly returned, the refund will ordinarily relate only to the goods or portion of the order to which the applicable refund right relates, subject to any applicable legal requirements.

Where a consumer is entitled to a refund because AIKONA failed to supply goods in accordance with the agreement, any refund will be dealt with in accordance with the consumer's statutory rights.

11. Delivery Delays and Non-Delivery

AIKONA will communicate applicable delivery timeframes to consumers before or during the purchase process.

Where goods are not supplied within the agreed period, the consumer may have cancellation and refund rights under applicable South African law.

In particular, ECTA generally requires a supplier to execute an electronic order within 30 days unless the parties have agreed otherwise. Where the supplier fails to execute the order within the applicable agreed or statutory period, the consumer may have a statutory right to cancel in accordance with ECTA.

Where AIKONA is unable to supply goods because they are unavailable, AIKONA will notify the consumer and provide the remedy required by applicable law.

Delivery delays caused by circumstances outside AIKONA's reasonable control will be handled in accordance with the applicable agreement and South African law. Such circumstances do not permit AIKONA to contract out of a consumer's mandatory statutory rights.

12. Products Lost or Damaged During Return Transportation

Where a consumer is responsible for returning goods under a voluntary return or a statutory cooling-off right for which the consumer bears the return cost and risk, the consumer should use a reliable delivery service and retain proof of shipment.

Where AIKONA is legally responsible for the return transportation, AIKONA will arrange or bear the applicable return transportation risk and cost in accordance with South African law.

13. Proof of Purchase

AIKONA may reasonably request proof that the goods were purchased from AIKONA. An order number, order confirmation, invoice, payment record or other reasonable evidence may be accepted.

The absence of the original packaging will not, by itself, remove a consumer's statutory rights where the law does not make the packaging a condition of exercising those rights.

14. Refunds and Third-Party Payment Providers

Where payment was processed through a third-party payment provider, AIKONA will initiate the refund through the relevant payment system where reasonably possible.

The time at which the refunded amount becomes available in the consumer's account may depend on the payment provider or financial institution. AIKONA will not intentionally delay a refund beyond the period required by applicable law.

15. Statutory Rights Take Precedence

This Policy does not limit any right or remedy that a consumer has under the CPA, ECTA or any other applicable South African law.

In particular, nothing in this Policy prevents a consumer from exercising statutory rights relating to defective, unsafe, unsuitable, incorrectly supplied or otherwise non-compliant goods.

A consumer is not required to accept store credit instead of a statutory refund where applicable law gives the consumer a right to a refund.

Similarly, AIKONA will not require a consumer to waive a statutory right as a condition of purchasing goods.

16. Fraudulent or Abusive Return Claims

AIKONA reserves the right to investigate suspected fraudulent, dishonest or abusive return claims and to take reasonable steps permitted by law where there is evidence of fraud, intentional damage, false representations or other unlawful conduct.

Nothing in this provision permits AIKONA to refuse a legitimate statutory remedy merely because a consumer has previously made a return or submitted a complaint.

17. Exchanges

Except where an exchange forms part of a statutory remedy or is otherwise required by law, exchanges are offered at AIKONA's discretion and are subject to product availability.

Where an exchange is voluntarily approved, the replacement product must generally be of equivalent value unless AIKONA agrees otherwise. Where the replacement product is more expensive, the consumer may be required to pay the difference.

Where the replacement product is of lower value, any refund or credit will be dealt with according to the terms agreed for that particular exchange, subject always to applicable law.

18. Contacting AIKONA

All return and refund enquiries should be submitted through the customer-service contact details published on the AIKONA website.

When contacting AIKONA, customers should provide their order number and sufficient information for the transaction to be identified.

AIKONA will endeavour to respond to return and refund requests within a reasonable period and will keep the consumer informed where additional investigation or information is required.

19. Dispute Resolution

AIKONA encourages consumers to contact us directly so that complaints can be investigated and resolved as efficiently as possible.

Nothing in this Policy prevents a consumer from exercising any right to lodge a complaint with a competent South African regulatory body, ombud or other dispute-resolution body where the consumer is legally entitled to do so.

Where applicable to the transaction and the business, the Consumer Goods and Services Ombud (“CGSO”) may provide an avenue for resolving consumer disputes.

20. Governing Law

This Policy and transactions to which it applies are governed by the laws of the Republic of South Africa.

Any provision of this Policy that is found to be invalid, unlawful or unenforceable will, to the extent necessary, be severed or read down without affecting the validity or enforceability of the remaining provisions.

AIKONA reserves the right to amend this Policy from time to time where reasonably necessary to reflect changes to its business, products, procedures or applicable law. The version applicable to a particular transaction will be determined in accordance with applicable South African law.

Last updated: 31 July 2026

AIKONA / AIKONAOFFICIAL™