Cancelation policy
At Total PPE South Africa, we understand that circumstances may change after placing an order. This Cancellation Policy explains when an order may be cancelled and how cancellations are handled.
1. Cancelling an Order
Customers may request cancellation of an order as soon as possible after placing it.
Cancellation requests should be submitted using the contact details provided on the Total PPE South Africa website and should include:
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Customer name
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Order number
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Contact details
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Reason for cancellation, where applicable
A cancellation request does not automatically mean that the order has been cancelled. Customers will receive confirmation once the cancellation has been accepted.
2. Orders That Have Not Yet Been Processed
Where an order has not yet been processed, packed or dispatched, Total PPE South Africa will make reasonable efforts to cancel the order upon receiving the customer's request.
If the cancellation is successfully processed, any refund due will be handled in accordance with our Refund & Returns Policy and applicable South African consumer-protection legislation.
3. Orders Already Processed or Dispatched
Once an order has been processed, packed or handed over to a courier or delivery service, cancellation may no longer be possible.
In such circumstances, the customer may need to receive the order and follow the applicable return process.
Any return, exchange or refund will be handled in accordance with our Refund & Returns Policy and applicable law.
4. Customised or Specially Ordered Products
Orders for customised, personalised, branded or specially manufactured products may not be cancellable once production or preparation has started.
Where applicable, customers will be informed of any special cancellation conditions before the order is processed.
This does not affect any statutory rights that a customer may have under applicable South African consumer-protection legislation.
5. Cancellation by Total PPE South Africa
Total PPE South Africa reserves the right to cancel an order where circumstances prevent the order from being fulfilled, including:
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A product being unavailable or incorrectly listed.
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An obvious pricing or product-description error.
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Suspected fraudulent or unauthorised activity.
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The inability to verify or process payment.
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Circumstances outside our reasonable control.
Where Total PPE South Africa cancels an order for which payment has already been received, the customer will be informed and any refund legally due will be processed using the applicable payment method.
6. Refunds Following Cancellation
Where a cancellation is successfully approved and a refund is due, the refund will generally be processed using the original payment method where reasonably possible.
The time required for the funds to reflect in the customer's account may depend on the payment provider or financial institution.
7. Cancellation After Delivery
Once an order has been delivered, it is no longer treated as a simple order cancellation.
Customers who wish to return a delivered product should refer to the Refund & Returns Policy for information regarding eligible returns, exchanges and refunds.
8. Consumer Rights
This Cancellation Policy is intended to operate in accordance with applicable South African legislation, including the Consumer Protection Act 68 of 2008 (CPA).
Nothing in this policy is intended to remove, restrict or waive any statutory rights or remedies available to consumers.
Where this policy conflicts with a mandatory legal requirement, the applicable law will take precedence.
9. Policy Updates
Total PPE South Africa may update this Cancellation Policy from time to time.
The latest version published on our website will apply to orders placed after the effective date of the updated policy, subject to applicable law.
10. Contact Us
For cancellation requests or questions regarding an order, please contact Total PPE South Africa using the contact details provided on our website.