Refund policy

Effective Date: 28 October 2025

1. Our Commitment

At Eco Jones, our aim is for you to be satisfied with your purchase. We supply affordable, eco-friendly cleaning solutions and we stand by the quality of our products and service. If you receive an incorrect item or a faulty product, we commit to resolving the issue as quickly as possible under the terms below.

2. Scope & Conditions for Returns

Returnable Items

We accept returns if one of the following applies:

  • You received the wrong product from what you ordered.

  • The product received is faulty on arrival (i.e., it is defective, damaged or does not do what it’s meant to).

Non-returnable Situations

Please note: the law in South Africa does not guarantee a right to return items simply because you had a change of mind (“buyer’s remorse”).

Also, returns may be refused if the product has been used, altered, damaged through misuse, or is missing its original packaging/accessories.

3. How to Request a Return

  1. Send an email to info@ecojones.co.za within 5 days of delivery. Include:

    • Order number and date of delivery

    • Reason for the return (wrong item or fault)

    • Whether you prefer a refund or replacement

    • Whether you will deliver the product back yourself, or request collection

    • If you want us to collect, provide the full collection address

  2. We will respond within 2 business days with the return instructions.

  3. If you return the item yourself, send it to:
    Eco Jones (Pty) Ltd
    Unit 4 Jackalview Warehouse Park
    485 Boundary Road, Northriding, 2169
    South Africa

  4. Product must be unused (unless faulty) and in original packaging with all accessories.

4. Inspection, Replacement or Refund

  • Upon receipt of the returned item, we will inspect it to ensure it meets the return conditions.

  • We will then process your chosen remedy:

    • Replace the product (if stock is available)

    • Or refund the amount paid for the product (excluding original delivery costs unless fault lies with us)

  • Refunds will be made via the same method you used to pay, subject to normal banking delays.

5. Goods That Become Faulty Later

Under the CPA, goods are sold with an implied warranty of quality. If your product becomes faulty within six (6) months of delivery and the fault is not due to misuse, you have the right to return for repair, replacement or refund.

We ask you to notify us as soon as you become aware of the defect so we can assist promptly.

6. Cost of Returns & Shipping

  • If the return is because we sent the wrong item or the product is faulty, we will cover the reasonable return shipping cost.

  • If you change your mind (and that option is made available by us), you will be responsible for return shipping costs.

  • Original delivery charges may not be refundable unless required by law.

7. Change of Mind & Optional Return Windows

While South African law does not require “change of mind” returns, we may at our discretion allow such returns within 14 days of delivery, provided the product is unused, in original condition, and in original packaging. This is a goodwill gesture, not your legal right.
If you wish to return under this option, contact us at info@ecojones.co.za with your request.

8. Your Rights Under South African Law

  • You have a right to goods of good quality, free of defects, and fit for their intended purpose.

  • For goods that fail to meet these standards within six months of delivery, you may request repair, replacement or refund.

  • You are not automatically entitled to a refund simply because you change your mind. 

  • If these Terms of Service conflict with the CPA or ECTA, the laws will govern.

9. Contact & Support

If you have questions about our Returns & Refunds Policy or need assistance:
📧 info@ecojones.co.za

📞 (+27) 10 822 8206 | (+27) 66 213 6637

🏢 Unit 4 Jackalview Warehouse Park, 485 Boundary Road, Northriding, 2169, South Africa