Returns & Refunds Policy
Our commitment to fair returns, warranty support, and hassle-free refunds.
1. Purpose of This Policy
This policy outlines your rights and our obligations regarding returns, refunds, and warranty claims for products purchased from Lebzology. We comply with the South African Consumer Protection Act (CPA) and aim to make the process as straightforward as possible.
2. Cooling-Off Period (CPA Compliance)
In accordance with the South African Consumer Protection Act (CPA), you have the right to cancel your purchase within 7 days of receiving the product, without penalty or reason.
Conditions for cooling-off returns:
- The product must be unused and in its original packaging
- The product must be in re-sellable condition (no damage, scratches, or missing accessories)
- You are responsible for the return shipping cost (unless the product is defective)
The cooling-off period does not apply to:
- Products that have been installed or configured (e.g., routers with custom settings)
- SIM cards (once activated)
- Digital products (e.g., software licenses, domain registrations)
- Products that were made to your specifications
3. Defective Products (Warranty Returns)
3.1 Warranty Period
| Product Category | Warranty Period |
|---|---|
| Routers (LTE/5G) | 12 months |
| Smart home devices | 12 months |
| CCTV kits (NVR, cameras) | 12 months |
| Laptops & smartphones | 12 months |
| Mesh WiFi systems | 12 months |
| Cables & accessories | 6 months |
3.2 What the Warranty Covers
- Manufacturing defects
- Hardware failure not caused by the user
- Faulty components (power supply, ports, buttons)
3.3 What the Warranty Does NOT Cover
Damage caused by:
- Lightning strikes or power surges (use a surge protector)
- Load-shedding (use a UPS)
- Physical damage (drops, spills, impact)
- Unauthorised repairs or tampering
- Incorrect installation (e.g., outdoor cameras not properly sealed against water)
- Normal wear and tear
- Software or configuration issues
3.4 How to Return a Defective Product
- Contact us within 7 days of discovering the defect (support@lebzology.co.za or WhatsApp)
- Provide proof of purchase (order number or invoice)
- Describe the issue and provide photos/video if possible
- We will diagnose – if we cannot resolve remotely, we will issue a return authorisation
- Pack the product securely in the original packaging (if available)
- Ship to us (we may cover shipping for confirmed defects; otherwise, the customer covers shipping)
4. Incorrect Products
If you receive a product different from what you ordered:
- Contact us immediately (within 48 hours of delivery)
- Do not open or use the product
- We will arrange collection and send the correct item at no additional cost to you
5. Returns Process (Step by Step)
| Step | Action |
|---|---|
| 1 | Contact us with your order number and reason for return |
| 2 | Receive return authorisation (RMA number) |
| 3 | Pack the product securely (original packaging preferred) |
| 4 | Ship to our returns address below |
| 5 | We inspect the product upon arrival |
| 6 | Refund or replacement processed within 7 business days |
Return Shipping Address:
Lebzology Returns
39 Flamingo Street
Westlake, Tokai, 7945
South Africa
6. Refunds
6.1 Refund Timeline
- Refunds are processed within 7 business days of receiving and inspecting the returned product
- Refunds are issued via the original payment method (EFT, credit card, or debit order reversal)
- EFT refunds may take an additional 2–5 business days to reflect in your account
6.2 Refund Amounts
| Reason for Return | Refund Amount |
|---|---|
| Cooling-off period (unused, unopened) | Full product price (excluding original delivery fee) |
| Defective product (confirmed) | Full product price + return shipping (if we arranged collection) |
| Incorrect product sent | Full product price + original delivery fee + return shipping |
| Change of mind (used or opened) | No refund |
6.3 Non-Refundable Items
- Delivery fees (unless the return is due to our error or confirmed defect)
- SIM cards that have been activated
- Digital products (software licenses, domain names, Microsoft 365 subscriptions)
- Installation fees (for services where installation was performed)
7. Exchanges
We do not offer direct exchanges. To exchange a product:
- Return the original product (per above process)
- Place a new order for the desired product
- Receive a refund for the returned product (once inspected)
8. Restocking Fee
We do not charge restocking fees for returns under the CPA cooling-off period or for defective products.
9. Contact for Returns
Need Help With a Return?
Our support team is ready to assist with returns, warranties, and refunds.
Still have questions about returns? Chat with us — we’ll get you sorted.
Frequently Asked Questions
1. What is a domain name?
A domain name is your website’s address on the internet (e.g., lebzology.co.za). It’s how people find you online. Every domain name is unique — no two websites can have the same domain name . Domain names exist to replace complex numerical IP addresses with easy-to-remember words .
2. What is the difference between domain registration and web hosting?
A domain name is your website’s address — it’s like a street address . Web hosting is the space where your website files and emails are stored — it’s like the physical building . You need both. The domain points visitors to your hosting so they can see your site. Registering a domain alone does not publish your site; you need hosting to make it live .
3. What types of domain extensions can I register?
We offer a wide selection of domain extensions including .co.za, .com, .net, .org, .info, and many others. In South Africa, businesses thrive using extensions like .co.za, which is often more relevant for local audiences than .com . We also offer country-code domains and newer TLDs like .shop, .tech, and .africa..
4. How do I check if my desired domain name is available?
You can use our domain checker tool on the website. Simply type in the domain name you want, select the extension, and we’ll show you if it’s available . If it’s taken, we’ll suggest alternatives or similar names.
5. What are the rules for domain names?
Yes! All our home fibre packages include a premium pre-configured Wi-Fi router delivered directly to your doorstep to ensure your whole household can connect instantly.
6. What happens if my domain expires?
The sequence that follows is strict and time‑limited:
Expiration date passes — your website and email stop working
Grace period (30 days) — you can still renew at the standard price
Redemption period (30 days) — the domain can still be restored, but at a significantly higher cost
Pending delete (5 days) — no recovery is possible
Deletion — the domain is released and anyone can register it
Enable auto‑renew to avoid losing your domain. If your domain is already expired, log into your account immediately. If you’re still in the grace period, renew at the standard rate .
7. Can I register a domain for multiple years?
Yes. Most domains can be registered for 1 to 10 years, depending on the extension . The price shown is per year. Multi‑year registrations are discounted where available and reduce the risk of accidental expiry.
8.Can I get a refund if I change my mind?
CNo. Domain name registrations are final and non‑refundable . Once a domain is registered, the registry does not offer refunds, and we cannot cancel or reverse the registration. Please double‑check your spelling before completing your purchase. If you made a clear typo, contact us within 48 hours and we’ll help correct it.
9. Do I own the domain once I buy it?
Yes. You are the legal registrant. You can sell it, transfer it, or point it anywhere. We simply manage the registration on your behalf. Important: We recommend registering under your business name, not an individual’s personal name. If the person who registered the domain leaves the company, recovering ownership can be difficult ..
10. What is WHOIS privacy protection?
WHOIS privacy hides your personal contact information (name, address, phone, email) from the public domain database . Without it, your details are publicly visible to anyone who looks up your domain, making you a target for spam, phishing attempts, and social engineering attacks . We include free WHOIS privacy protection with most of our domains
11. What is domain lock and why do I need it?
Domain lock (also called registrar lock) prevents your domain from being transferred to another registrar without your explicit authorization . Even if someone gains access to your account, the lock adds a verification step to any transfer request . It’s a critical security feature that protects your domain from being stolen.
12. Can I transfer my domain to another registrar later?
Yes. You can transfer your domain to any other registrar at any time. The process typically takes 1 to 10 days . We will provide you with the authorisation code (EPP code) and release the domain within 48 hours of your request. There is no fee to transfer out . However, ICANN regulations impose a 60‑day transfer lock after a new registration or transfer .
13. Do I need to verify my contact details?
Yes. ICANN (the internet governing body) requires domain registrants to verify their email address within 15 days of registration . We will send you a verification email. Failure to verify may result in your domain being suspended . You are also required to keep your contact information accurate and up to date ..
14. hat is an EPP code and when do I need it?
Once the physical line technician leaves your home, activation usually happens remotely within a few hours, though it can take up to 24 consecutive hours to provision fully.
15. What is the difference between .co.za and .com?
.co.za is South Africa’s country‑code top‑level domain (ccTLD). It signals to customers that your business is South African and often builds more trust locally . .com is the most recognised global extension . If your business is focused on South Africa, .co.za is often the better choice. If you’re targeting a global audience, .com may be more appropriate.
16. What happens to my domain if I cancel my hosting?
Nothing. Your domain and hosting are separate services . You can cancel your hosting at any time, and your domain will remain active until its renewal date. You can point your domain to any other hosting provider.