Refund policy

TAL RUGGED X – RETURNS, REFUNDS & CANCELLATION POLICY

Last Updated: September 2026

At TAL Rugged X, we aim to supply quality vehicle accessories and ensure that our customers receive the correct products in good condition.

This Returns, Refunds & Cancellation Policy applies to purchases made through our online store and should be read together with our Terms and Conditions. Nothing in this policy is intended to limit any rights that a consumer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

1. CHANGE-OF-MIND RETURNS

For qualifying online purchases, customers may notify TAL Rugged X of their intention to cancel and return the goods within 7 days from the date the goods are received, where the statutory cooling-off provisions apply.

Where a return is made under an applicable statutory cooling-off right:

  • The customer will be responsible for the direct cost of returning the product to TAL Rugged X.

  • The product must be returned to TAL Rugged X.

  • All components, accessories, manuals, hardware and other items supplied with the product must be returned.

  • The return should, as far as reasonably possible, include the original packaging.

  • Any statutory refund will be processed in accordance with applicable South African law.

A restocking fee will not be charged where doing so would conflict with a customer's statutory cooling-off rights.

2. RETURNS OUTSIDE THE STATUTORY COOLING-OFF PERIOD

TAL Rugged X may, at its discretion, accept a return outside an applicable statutory return period.

Where such a return is accepted and the return is not due to a defective, damaged or incorrectly supplied product, a restocking and handling fee of up to 25% of the product purchase price may apply, where legally permissible.

The applicable deduction will depend on factors including:

  • The condition of the returned product;

  • Damaged or missing packaging;

  • Missing components, hardware, brackets, fittings or accessories;

  • Evidence of use, handling or attempted installation;

  • Cleaning, testing or repackaging required;

  • Costs reasonably incurred to restore the product to a resalable condition; and

  • Any reduction in the resale value of the product.

Acceptance of a discretionary return is subject to inspection and approval by TAL Rugged X.

3. NON-RETURNABLE / SPECIAL-ORDER PRODUCTS

Subject always to applicable consumer law, returns for change of mind may not be accepted for:

  • Products manufactured specifically to a customer's requirements;

  • Custom-made products;

  • Clearly personalised products;

  • Special-order products specifically sourced or manufactured for a customer where the law permits the exclusion;

  • Products modified at the customer's request;

  • Products that have been cut, drilled, painted, altered or permanently modified;

  • Products damaged through incorrect installation, misuse, negligence or accident.

This section does not exclude a customer's rights in respect of goods that are defective, unsafe or otherwise protected under applicable consumer legislation.

4. FITTED OR INSTALLED ACCESSORIES

Customers must confirm vehicle compatibility before attempting installation.

Vehicle accessories that have been fitted, drilled, cut, bonded, wired, programmed, modified or otherwise installed may not ordinarily be accepted as a discretionary change-of-mind return.

However, this does not limit any return, refund, repair or replacement right that a customer may have under applicable South African consumer legislation.

TAL Rugged X will not be responsible for damage caused by:

  • Incorrect DIY installation;

  • Installation contrary to supplied instructions;

  • Installation by an unqualified third party;

  • Incorrect wiring;

  • Drilling or cutting in an incorrect location;

  • Modification of the product;

  • Modification of the customer's vehicle; or

  • Misuse or abuse of the product.

5. VEHICLE COMPATIBILITY

Many of our products are vehicle-specific.

Customers are responsible for ensuring that the correct vehicle make, model, derivative and model year are selected when ordering.

Where compatibility information is unclear, customers are encouraged to contact TAL Rugged X before placing an order.

If TAL Rugged X supplies a product that is different from what was ordered, we will arrange the appropriate remedy in accordance with this policy and applicable law.

Where the customer selected or supplied incorrect vehicle information, return courier costs and any legally permissible restocking or handling charges may be for the customer's account.

6. DEFECTIVE PRODUCTS

TAL Rugged X takes product quality seriously.

If a product is believed to be defective, the customer should contact us as soon as reasonably possible and provide:

  • The order number;

  • Customer name and contact information;

  • Details of the vehicle;

  • A description of the problem;

  • Clear photographs and/or video showing the alleged defect; and

  • Any other information reasonably required to assess the product.

Products that fail to meet the quality standards provided for under applicable South African consumer law will be dealt with in accordance with those statutory rights.

Where applicable, a consumer may be entitled to a repair, replacement or refund.

Nothing in this policy limits the statutory implied warranty of quality applicable to qualifying goods.

7. DAMAGE CAUSED AFTER DELIVERY

A product will not be regarded as defective merely because it has subsequently been damaged through:

  • Accident;

  • Negligence;

  • Incorrect installation;

  • Improper fitment;

  • Misuse;

  • Abuse;

  • Modification;

  • Normal wear and tear;

  • Exposure to unsuitable chemicals or cleaning products;

  • Failure to maintain the product appropriately; or

  • Alteration contrary to manufacturer or supplier instructions.

Such claims will be assessed individually.

8. DAMAGED OR INCORRECT GOODS RECEIVED

Customers should inspect their order as soon as reasonably possible after delivery.

If an item arrives damaged, incomplete or different from the product ordered, please contact TAL Rugged X promptly.

Please provide photographs of:

  • The outer courier packaging;

  • The shipping label;

  • The damaged area;

  • The complete product; and

  • Any damaged packaging.

Customers should retain all packaging until the matter has been resolved.

Where TAL Rugged X or its supplier is responsible for an incorrect or defective product, the appropriate return or replacement costs will be handled in accordance with applicable law.

9. RETURN AUTHORISATION

Customers must contact TAL Rugged X before returning a product.

Please do not send products back without first notifying us and receiving return instructions.

Unauthorised returns may result in delays in processing the return.

Returned goods should be securely packaged to prevent damage during transport.

The customer remains responsible for adequately packaging a return where the customer arranges the return courier.

10. RETURN SHIPPING

For ordinary change-of-mind returns where the customer is responsible for return shipping, the customer must arrange and pay for delivery of the product back to TAL Rugged X.

We strongly recommend using a courier service that provides tracking and proof of delivery.

TAL Rugged X cannot be held responsible for goods lost or damaged while being returned using a courier arranged by the customer.

Where goods are returned because they are defective, unsafe or incorrectly supplied, responsibility for return costs will be determined in accordance with applicable South African consumer legislation.

11. REFUNDS

Once a returned product has been received, it may be inspected before the refund is processed.

Where a refund is approved, it will normally be processed back to the original payment method where possible.

Banking institutions and payment providers may take additional time to reflect a processed refund.

Any deductions, including an applicable restocking or restoration charge, will only be made where permitted by law.

Where a customer exercises a statutory cooling-off right applicable to an electronic transaction, the refund will be processed within the period required by applicable law.

Original delivery charges and return delivery charges will be dealt with according to the reason for the return and applicable statutory requirements.

12. EXCHANGES

Where a customer wishes to exchange a correctly supplied product for another product, the request will be assessed as a change-of-mind return.

Any difference in product price must be paid before the replacement product is dispatched.

Courier costs associated with a voluntary exchange will normally be for the customer's account.

Stock availability cannot be guaranteed until the exchange has been approved.

13. ORDER CANCELLATIONS

Customers may request cancellation of an order before the order has been fulfilled or dispatched.

Where an order has not yet been processed, dispatched, specially sourced or manufactured, TAL Rugged X will generally cancel the order and process the applicable refund.

Cancellation requests should be submitted as soon as possible.

If an order has already been dispatched, the order will normally need to be treated as a return once delivered.

14. SPECIAL ORDERS AND CUSTOM-MADE PRODUCTS

Orders for products that are:

  • Custom manufactured;

  • Manufactured to customer specifications;

  • Clearly personalised;

  • Specially modified; or

  • Specifically manufactured or sourced for a particular customer,

may not qualify for the ordinary cooling-off provisions where an exclusion under applicable law applies.

Customers will be advised where an order is considered a custom or special-order item where reasonably practicable.

Once manufacturing, modification or special procurement has commenced, cancellation may not be possible, subject to applicable consumer law.

15. COURIER DELAYS

TAL Rugged X will make reasonable efforts to dispatch and deliver orders within the estimated delivery period.

Courier delivery times may be affected by circumstances outside our direct control.

Where applicable, customers retain any statutory rights relating to delayed or unfulfilled online orders.

16. PROMOTIONAL, CLEARANCE AND SALE ITEMS

Promotional, clearance and discounted products remain subject to applicable South African consumer legislation.

A discounted price does not remove a customer's rights in respect of defective or incorrectly supplied goods.

Where a discretionary change-of-mind return is accepted on a promotional or clearance item, the refund will be based on the actual amount paid by the customer, less any legally permissible deductions.

17. WARRANTIES

Certain products may carry a manufacturer's or supplier's warranty.

Warranty periods and conditions may differ between products.

A manufacturer's warranty is additional to, and does not replace, any rights that a customer may have under applicable South African consumer legislation.

Warranty claims may require the product to be inspected or tested to determine the cause of the failure.

18. PROOF OF PURCHASE

TAL Rugged X may require proof of purchase before processing a return, exchange, refund or warranty claim.

Acceptable proof may include:

  • Shopify order confirmation;

  • TAL Rugged X invoice;

  • Receipt; or

  • Other proof reasonably confirming the transaction.

19. CONTACT TAL RUGGED X

For returns, refunds, cancellations or warranty enquiries, please contact:

TAL Rugged X

Email: Mekyle@talruggedx.co.za

Phone / WhatsApp: 068 181 0541

Website: www.talruggedx.co.za

When contacting us regarding an existing order, please include your order number to help us assist you efficiently.

20. CONSUMER RIGHTS

This policy is intended to operate in accordance with South African law.

Nothing contained in this policy is intended to waive, restrict or exclude any consumer right that cannot lawfully be waived, restricted or excluded under the Consumer Protection Act, Electronic Communications and Transactions Act, or other applicable legislation.

Where any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.