ProReach Return and Refund Policy

Last updated: 17 June 2026

We want you to be satisfied with your ProReach purchase. This policy explains how returns, exchanges, damaged goods and refunds are handled.

Change-of-mind returns

You may request a return within 7 days after receiving your order.

To qualify for a change-of-mind return, the product must:

• Be unused and in its original condition
• Be returned with all parts, attachments, packaging and instructions
• Show no signs of installation, use, damage or modification
• Be accompanied by proof of purchase

Please contact us before sending any product back. Returns sent without prior approval may not be accepted.

Unless the product is defective, damaged in transit or incorrectly supplied, the customer is responsible for return courier costs and the risk of loss or damage while the product is being returned.

Defective or damaged products

Please inspect your order as soon as it arrives.

Contact us promptly if:

• The product was damaged during delivery
• The incorrect product was supplied
• Parts or accessories are missing
• The product appears defective

Please include your order number, a description of the problem, and clear photographs or video where possible.

Where a product is confirmed to be defective or incorrectly supplied, ProReach will provide an appropriate remedy in accordance with applicable South African consumer law. This may include repair, replacement or refund, depending on the circumstances.

The Consumer Protection Act provides consumers with rights regarding goods that are unsafe, defective or not of acceptable quality, including an implied warranty of quality. Nothing in this policy limits rights that cannot lawfully be excluded.

Products not eligible for change-of-mind returns

We may decline a change-of-mind return where:

• The product has been used, assembled, installed, modified or damaged
• Parts, accessories or original packaging are missing
• The product is not in a resalable condition
• The damage resulted from misuse, neglect, incorrect assembly, overloading or failure to follow product instructions
• The product was specially ordered, customised or supplied to the customer’s specifications

This does not remove any legal rights relating to defective or incorrectly supplied goods.

Return process

Before returning a product, contact us at:

Email: [insert ProReach email address]
Telephone/WhatsApp: [insert ProReach number]

Please provide:

• Your full name
• Order number
• Product being returned
• Reason for the return
• Photographs or video where relevant

Once approved, returns must be sent to:

ProReach Returns
[Insert full physical return address]
South Africa

Do not send returns to us without first receiving return instructions.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Where ProReach supplied the incorrect item, or where the item is confirmed to have arrived damaged or defective, ProReach will arrange or reimburse reasonable return shipping costs where applicable.

Original delivery charges are generally not refundable for change-of-mind returns.

Inspection and refunds

Returned products will be inspected after receipt.

We will notify you whether the return has been approved. Approved refunds will be made to the original payment method.

Please allow up to 7 business days after approval for ProReach to process the refund. Your bank or payment provider may require additional time before the funds reflect in your account.

Shopify recommends stating the return period, return address, responsibility for return costs and expected refund timing clearly in the policy.

Exchanges

Where stock is available, an approved return may be exchanged for another product.

Any price difference and additional courier costs may be payable by the customer unless the exchange resulted from an incorrect or defective product supplied by ProReach.

Order cancellations

Contact us as soon as possible if you wish to cancel an order.

An order may be cancelled before dispatch. Once an order has been dispatched, it must follow the normal return process.

Online transactions may also be subject to applicable cooling-off rights under South Africa’s Electronic Communications and Transactions Act.

Contact us

For questions about returns or refunds, contact:

ProReach
Email: info@proreach.co.za
Telephone/WhatsApp: +27820722916
Business address: 21 Tafelberg Street, White River 1240, Mpumalanga, South Africa