Returns & refunds policy

Effective 5 October 2026

We want you to receive the right goods in good condition. This policy explains what to do if something is wrong. It does not limit your rights under the Consumer Protection Act 68 of 2008 where that Act applies to you.

Check on delivery or collection

Please check your order against your invoice when it is delivered or collected, and note any shortage or damage on the delivery note.

What we will fix

We will remedy goods that are:

damaged on delivery or collection;
defective or not fit for their normal purpose;
not what you ordered, or short-delivered.

At your choice, subject to availability, we will replace the goods, issue a credit note, or refund you.

How to claim

Email info@tivawholesalers.co.za within 48 hours of delivery or collection with your invoice number, a description of the problem and clear photos.
We will confirm whether the claim is accepted and arrange collection or disposal of the goods where needed.
Do not return goods before we have confirmed the claim, as we cannot accept unauthorised returns.

Returned goods must be unused, in their original packaging and in the condition we supplied them, unless the problem is the damage or defect itself.

What we cannot take back

Goods ordered in error, or where you simply change your mind, unless we agree otherwise in writing.
Perishable, chilled or frozen goods, and anything past its best-before date after delivery, unless they were already unfit when delivered.
Goods that have been opened, used, altered or stored incorrectly.
Special orders or items sourced specifically for you.

Refunds