Refund policy

Last updated: 2 November 2026

Every GatePack™ order is checked and packed personally by GatePack™ before it is sent out for delivery. If something isn't right, this policy explains your options. Nothing in this policy limits the rights you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

1. Changed your mind? 14-day returns

You may return a product for a refund within 14 days of the date it was delivered to you, as long as:

  • the product is unused, undamaged and in its original condition;
  • all accessories, attachments, manuals and components supplied with the product are included, including any free gift that came with it (for example, the free keychain supplied with a backpack);
  • it is returned in its original packaging; and
  • you provide proof of purchase (your order number or order confirmation email).

Return postage: for change-of-mind returns, you pay the cost of sending the product back to us. We recommend a tracked service, because the parcel is your responsibility until it reaches us.

2-Packs: you may return a whole 2-Pack, or one item from it. If you keep one item, your refund is the 2-Pack price less the current sale price of the single item you keep.

If a returned product doesn't meet the conditions above, we will contact you. As the CPA allows, we may deduct a reasonable amount for use, damage, missing parts or packaging, or return the product to you.

2. Your 7-day cooling-off right (ECT Act)

Because you bought online, section 44 of the ECT Act lets you cancel your purchase without giving a reason and without penalty within 7 days after you receive the goods. The only cost to you is the direct cost of returning the goods. Our 14-day change-of-mind return above gives you extra time on top of this right.

3. Faulty or defective products: 6-month warranty

Under section 56 of the CPA, every product carries an implied warranty of quality for 6 months from delivery. If a product is faulty, defective or not fit for its purpose within that time, you may return it at our risk and our cost, and you choose whether we:

  • repair it,
  • replace it, or
  • refund you in full.

If we repair a product and the same fault, or a new fault, appears within 3 months of the repair, we will replace it or refund you. This warranty does not cover normal wear and tear, misuse, accidental damage, or damage from not following care instructions.

4. Wrong item or damaged in transit

If you receive the wrong product, or your order arrives damaged, contact us and we will arrange the return at our cost and send the correct item or refund you, as you prefer. Please check your parcel when it arrives, and if possible send us photos of any damage within 48 hours. This helps us claim from the courier and get it sorted quickly; it does not limit your rights.

5. How to return a product

  1. Contact us on WhatsApp (+27 67 664 3740) or email (shopgatepack@gmail.com) with your order number and the reason for the return.
  2. We will confirm the return and give you our return address.
  3. Send the product back, securely packed, with your proof of purchase.

6. Refunds

Once we receive and check the returned product, we will refund you to your original payment method within 30 days, and usually much sooner. Delivery is free on all orders, so there are no outbound delivery costs to refund or deduct. Your bank may take a few extra business days to show the refund.

Questions or complaints

Contact us first and we will do our best to resolve it. If you are not satisfied, you may refer a complaint to the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission.