Refund policy

This policy applies to BridgeSource Global (Pty) Ltd, registration number 2026/534327/07, trading as BridgeSource SA.

Registered address: 8 Setlaar Street, Bothasig, Cape Town, 7441, South Africa
Email: info@bridgesourcesa.com
Telephone: +27 71 079 7955
Website: bridgesourcesa.co.za

This policy applies to online retail orders and business procurement services. Nothing in this policy limits any rights available under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.

Online retail orders

Incorrect or transit-damaged goods

Please notify us as soon as reasonably possible if an item is delivered incorrectly or arrives damaged.

To help us assess the claim, please provide:

  • Your order number;

  • A description of the problem;

  • Photographs or video of the item; and

  • Photographs of the packaging where transit damage is alleged.

These supporting materials assist our investigation but do not remove any statutory rights available to the customer.

Where BridgeSource SA supplied the incorrect product, or the product was damaged before delivery, BridgeSource SA will arrange and bear the reasonable cost of returning or collecting the product.

Defective or unsafe goods

Where the Consumer Protection Act applies, a consumer may return goods that fail to meet the applicable statutory standards of quality, safety and durability within six months after delivery.

Subject to the applicable law and assessment of the product, the consumer may be entitled to a repair, replacement or refund. BridgeSource SA will bear the reasonable cost of returning qualifying defective goods.

The customer may be asked to provide reasonable information or supporting evidence and to make the product available for inspection. A customer is not required to prove or report a genuine latent defect within seven days merely to preserve statutory rights.

Damage resulting from misuse, unauthorised alteration, accidental damage, improper maintenance, normal wear and tear, or use contrary to the supplied instructions may not qualify as a product defect.

Any additional manufacturer’s warranty is provided in addition to, and does not replace, rights arising under applicable South African law.

Change-of-mind and online cancellations

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, a customer may cancel an eligible online transaction without reason or penalty within seven days after receiving the goods.

The customer will ordinarily be responsible only for the direct cost of returning goods cancelled under this cooling-off right. Refunds arising from a valid statutory cancellation will be processed in accordance with the applicable legislation.

For voluntary change-of-mind returns outside a statutory cooling-off right, please contact BridgeSource SA within 14 days after delivery. Approval may be subject to the product being:

  • Unused and undamaged;

  • Complete with all accessories, manuals and packaging;

  • In a resalable condition; and

  • Returned with any hygiene or protective seals intact.

Opened consumables, hygiene-sensitive products, personalised goods and specially sourced products may not qualify for a voluntary change-of-mind return, subject always to rights provided by law. This exclusion does not apply where goods are defective, unsafe or incorrectly supplied.

Unless required otherwise by law, the customer is responsible for the return cost of a voluntary change-of-mind return.

Batch and preorder purchases

Products offered through a batch-order or preorder arrangement will display the applicable order-closing date, minimum order quantity and estimated delivery period before payment.

If BridgeSource SA does not obtain the required minimum order quantity, customers will be offered one of the following:

  • A revised batch closing date, which the customer may accept or decline;

  • A suitable alternative agreed with the customer; or

  • Cancellation and a full refund.

BridgeSource SA will not extend a customer’s order indefinitely without giving the customer the option to cancel.

B2B procurement orders

The product specifications, quantity, price, payment requirements, delivery terms and cancellation provisions for a business procurement order will be recorded in the applicable quotation, pro forma invoice, purchase order or written agreement.

Unless otherwise agreed in writing:

  • Procurement will only begin after written order confirmation and receipt of any required payment;

  • A cancellation request should be submitted within 24 hours after confirmation;

  • Once procurement or production has begun, reasonable and non-recoverable supplier, production, freight or administrative costs may be deducted where legally permissible;

  • Specially manufactured, branded, personalised or client-approved goods may not be returnable merely because the client changes its mind; and

  • Approved samples establish the agreed visible specifications but do not waive rights relating to latent defects, material non-conformity, misrepresentation or rights that cannot lawfully be excluded.

Where the Consumer Protection Act applies to a particular business customer or transaction, its applicable protections will take precedence over inconsistent contractual provisions.

Return process

Before returning an item, contact info@bridgesourcesa.com with your order number and the reason for the return.

BridgeSource SA will provide the appropriate return instructions. Products should not be sent to the registered address without prior confirmation, as a different return or assessment address may apply.

Unauthorised returns, or returns sent using an unapproved delivery method, may experience delays and may not qualify for reimbursement of avoidable delivery costs.

Refund processing

Once a return has been received and assessed, BridgeSource SA will notify the customer of the outcome.

Approved refunds will ordinarily be initiated within 7–10 business days using the original payment method. The customer’s bank or payment provider may require additional processing time.

Where legislation prescribes a different refund period or remedy, the applicable statutory requirement will be followed.

For questions concerning refunds or returns, contact:

Email: info@bridgesourcesa.com
Telephone: +27 71 079 7955