IMPAHLA PLUG ONLINE STORE

TERMS AND CONDITIONS OF SALE, EXCHANGES, RETURNS AND REFUNDS

Effective date: 08.01.2026

These Terms and Conditions (“Terms”) govern access to and use of the Impahla Plug online store (“Store”) and all purchases made through it. “Impahla Plug”, “we”, “us” and “our” refer to the business operating the Store. “Customer”, “you” and “your” refer to any person who accesses the Store or purchases goods from us.

By accessing the Store, placing an order or purchasing goods, you acknowledge that you have read and understood these Terms, subject always to applicable law.

IMPORTANT NOTICE: EXCHANGE-ONLY POLICY

Impahla Plug operates an exchange-only policy for eligible change-of-mind returns, subject to the conditions set out below. We do not offer discretionary refunds simply because a customer changes their mind, orders the wrong size, chooses the wrong colour, or no longer wants an item.

Nothing in this policy excludes or limits any refund, cancellation, repair, replacement or other remedy that a customer is legally entitled to under South African law. Where applicable law requires a refund, we will comply with that obligation.

1. BUSINESS INFORMATION AND CONTACT DETAILS

Business name: Impahla Plug

Email: support@impahlaplug.com

Website: www.impahlaplug.com

Physical or registered business address: 49 Scott Street, Newcastle, 2940

Customers may contact us using the email address above for order enquiries, exchange requests, complaints, delivery issues and other matters relating to purchases.

2. ELIGIBILITY AND CUSTOMER RESPONSIBILITIES

2.1. You must be legally capable of entering into a binding agreement to purchase goods from the Store. Where a minor makes a purchase, any legally required parental or guardian consent must be obtained.

2.2. You are responsible for ensuring that the information provided during checkout, including your name, delivery address, contact details, product selection and size, is accurate and complete.

2.3. Impahla Plug will not be responsible for delivery failures caused by an incorrect address or inaccurate information supplied by the customer, except to the extent that applicable law provides otherwise.

2.4. You must not use the Store for unlawful activities, fraudulent transactions or any activity intended to disrupt its operation.

3. PRODUCT DESCRIPTIONS, IMAGES AND AVAILABILITY

3.1. We make reasonable efforts to ensure that product descriptions, photographs, measurements, specifications and prices are accurate and up to date.

3.2. Product images are provided to illustrate the goods. Actual colours may vary slightly due to lighting, photography, screen settings or differences between devices.

3.3. Customers must review the product description, size information, colour, quantity and other relevant specifications before completing an order.

3.4. Minor variations that do not materially affect the nature, quality or functionality of a product will not automatically entitle a customer to a refund. This clause does not exclude any remedy required by law where goods are materially different from their description or are defective.

3.5. All products are offered subject to availability. An item appearing on the Store does not guarantee that it remains in stock at the time an order is placed.

4. ORDERS AND ACCEPTANCE

4.1. Placing an order constitutes an offer by the customer to purchase the selected goods on these Terms.

4.2. An automated order acknowledgement confirms receipt of the order only and does not necessarily constitute final acceptance.

4.3. An order will be accepted when we confirm acceptance or otherwise communicate acceptance in accordance with applicable law.

4.4. We reserve the right to reject or cancel an order where reasonably necessary, including in cases of suspected fraud, duplicate orders, stock discrepancies, material pricing errors, incorrect product listings or technical errors.

4.5. Where an order is cancelled because we cannot supply the goods, or where cancellation otherwise gives rise to a legal entitlement to repayment, any amount legally due to the customer will be refunded within the applicable statutory period.

4.6. We will not retain payment for goods that we cannot supply where applicable law requires repayment.

4.7. Nothing in this clause permits us to cancel an accepted order arbitrarily or to avoid our legal obligations to the customer.

5. PRICES, PROMOTIONS AND PAYMENT

5.1. Unless expressly stated otherwise, all prices are quoted in South African Rand (ZAR).

5.2. Delivery charges and other applicable charges will be disclosed before the customer completes the order.

5.3. Prices and promotions may change without prior notice. A change will not alter the price of an order already accepted, except where correction or cancellation is lawfully permitted.

5.4. Payments must be made using the payment methods made available at checkout.

5.5. By completing payment, you confirm that you are authorised to use the selected payment method.

5.6. If a material pricing error occurs, we may contact the customer to explain the error and, where legally permitted, cancel the affected order. Any repayment required by law will be made accordingly.

5.7. We will not charge customers undisclosed fees or impose penalties contrary to applicable consumer protection laws.

6. DELIVERY AND SHIPPING

6.1. We aim to dispatch and deliver orders within the estimated time communicated at checkout or otherwise agreed with the customer.

6.2. Delivery estimates are not guarantees unless expressly agreed as such. Delays may occur because of courier disruptions, weather, operational issues or other circumstances.

6.3. We will take reasonable steps to assist customers with delayed, lost, damaged or incorrectly delivered orders.

6.4. We remain responsible for our obligations as the supplier. The use of an independent courier does not remove any responsibility imposed on us by law.

6.5. Customers must inspect delivered parcels as soon as reasonably practicable and report visible damage, missing items or incorrect deliveries promptly. A failure to report an issue immediately will not automatically extinguish a statutory consumer right.

6.6. Where a customer refuses delivery or provides an incorrect address, the consequences will depend on the circumstances and applicable law. We will not impose charges that are prohibited by law.

7. EXCHANGE-ONLY POLICY FOR CHANGE-OF-MIND RETURNS

7.1. General rule: Impahla Plug does not offer voluntary cash refunds, card reversals or store-credit refunds for change-of-mind returns. Instead, eligible items may be exchanged in accordance with this clause.

7.2. This policy applies where the customer simply changes their mind, orders the incorrect size, selects the wrong colour, or decides that they no longer want an item, provided that the request does not fall within a category for which applicable law requires another remedy.

7.3. An exchange request must be submitted by email to sales@impahlaplug.com within 7 calendar days after delivery, unless a longer period is required by law or expressly offered by us.

7.4. The customer must provide:

• • • The original order number.
  • • The name and contact details used for the order.
  • • The item to be exchanged.
  • • The reason for the exchange.
  • The requested replacement item, size or colour, subject to availability.

7.5. An exchange is subject to inspection and confirmation by Impahla Plug. Customers should obtain written approval and return instructions before sending an item back.

7.6. Unless applicable law requires otherwise, items submitted for a change-of-mind exchange must:

• • • Be unworn, unused, unwashed and unaltered.
  • • Be in their original saleable condition.
  • • Have all original tags, labels and accessories attached or included.
  • • Be returned in their original packaging where reasonably possible.
  • Show no signs of damage, stains, odours, misuse or wear caused after delivery.

7.7. Items that do not meet the applicable exchange conditions may be refused for a voluntary change-of-mind exchange. This does not apply where refusing the return would unlawfully restrict a consumer’s statutory rights.

7.8. Exchanges are subject to stock availability. If the requested replacement is unavailable, we will discuss available alternatives with the customer. Where the law requires a refund or another remedy, this clause will not prevent the customer from receiving it.

7.9. If the replacement item is more expensive, the customer must pay the difference before dispatch. If it is less expensive, any difference will be handled in accordance with applicable law and any agreed exchange arrangement. We will not use an exchange arrangement to deprive a customer of a mandatory refund.

7.10. We will communicate the expected processing and dispatch timeframe once the returned item has been received and inspected.

8. ITEMS EXCLUDED FROM VOLUNTARY CHANGE-OF-MIND EXCHANGES

8.1. Unless applicable law requires otherwise, the following may be excluded from voluntary change-of-mind exchanges:

• • • Items that have been worn, washed, used, altered or damaged after delivery.
  • • Items returned without the original identifying labels or essential components.
  • • Items showing signs of customer-caused damage or misuse.
  • Items clearly identified before purchase as non-returnable for a lawful reason.

8.2. Hygiene-sensitive, personalised, made-to-order or other specially prepared goods may be excluded where the law permits such an exclusion and the customer was appropriately informed.

8.3. An exclusion in this clause does not apply to the extent that it would unlawfully prevent a customer from returning defective, unsafe, misdescribed or otherwise legally returnable goods.

9. RETURN SHIPPING AND EXCHANGE COSTS

9.1. For a voluntary change-of-mind exchange, the customer is responsible for reasonable return-delivery costs and any disclosed delivery charge for sending the replacement, unless we expressly agree otherwise.

9.2. Customers should use a reliable, trackable courier service and retain proof of dispatch.

9.3. Customers remain responsible for safely packaging items returned for voluntary exchange until the return is delivered to us, subject to applicable law.

9.4. Where goods are defective, incorrect, unsafe or otherwise covered by a legal remedy, the allocation of return and replacement delivery costs will be determined by applicable law. We will not require a customer to bear costs that the law requires us to bear.

9.5. We are not responsible for a parcel lost by a return courier selected by the customer to the extent that the loss is legally the customer’s responsibility. This clause does not exclude any responsibility that applicable law places on us.

10. NO VOLUNTARY REFUNDS FOR CHANGE OF MIND

10.1. All eligible change-of-mind returns are handled through exchanges rather than voluntary refunds. A customer cannot demand a discretionary cash refund merely because the customer no longer wants the goods, provided the exchange-only policy is lawful in the circumstances.

10.2. We do not provide cash refunds simply because:

• • • A customer ordered the wrong size or colour.
  • • A customer no longer likes the item.
  • • A customer found a different item elsewhere.
  • • A customer changed their mind after ordering.
  • A customer failed to review the product details before purchasing.

10.3. The exclusions in this clause apply only where no statutory or other legal right to cancel, reject goods or obtain a refund exists.

10.4. Nothing in these Terms excludes or limits a refund or cancellation right arising under the Electronic Communications and Transactions Act 25 of 2002, the Consumer Protection Act 68 of 2008, or any other applicable law.

10.5. Where a refund is legally required, it will be processed in accordance with the applicable law and the relevant payment provider’s procedures. We will not substitute store credit or an exchange where the law requires repayment of money.

11. DEFECTIVE, UNSAFE, INCORRECT OR MISDESCRIBED GOODS

11.1. We aim to supply goods that comply with applicable legal standards and the descriptions provided at the time of purchase.

11.2. If you receive an incorrect item, or goods that are defective, unsafe or materially different from their description, contact sales@impahlaplug.com as soon as reasonably practicable and provide your order number and supporting photographs or other relevant information where available.

11.3. We may reasonably request information or inspect the goods to assess the complaint. Any inspection process will not unlawfully delay or restrict a consumer’s rights.

11.4. Under section 56 of the Consumer Protection Act, qualifying defective or unsafe goods may generally be returned within six months after delivery, and the consumer may be entitled to choose a repair, replacement or refund, subject to the Act.

11.5. Where a repair does not remedy the problem, or a further failure or defect arises within the statutory period after repair, additional rights may arise under the Act.

11.6. Our exchange-only policy does not override these statutory rights. Where the customer is legally entitled to a refund, Impahla Plug will provide the refund rather than insisting on an exchange.

11.7. The statutory protections described above do not necessarily cover damage caused by misuse, accidental damage, unauthorised alteration, or use contrary to instructions, to the extent permitted by law.

12. REFUND POLICY AND EXCHANGES

12.1. Impahla Plug operates an exchange-only policy for eligible change-of-mind returns. We do not offer refunds for change-of-mind returns where the law permits an exchange-only policy.

12.2. Customers may not request a discretionary refund because they have changed their minds, ordered the wrong size or colour, no longer want an item, or wish to return an item for personal reasons that do not give rise to a legal right to a refund.

12.3. Eligible exchanges are subject to our exchange conditions, inspection requirements and stock availability. Customers must contact sales@impahlaplug.com for approval and return instructions before returning an item.

12.4. Items submitted for a voluntary exchange must be unworn, unused, unwashed, unaltered and in their original saleable condition, with original tags and accessories intact, unless applicable law requires otherwise.

12.5. For voluntary change-of-mind exchanges, customers are responsible for applicable return and replacement delivery costs unless we agree otherwise or applicable law requires us to bear those costs.

12.6. Exchanges are subject to the availability of the requested replacement item. If the requested item is unavailable, we may offer an alternative product, subject to the customer’s agreement.

13. ORDER CANCELLATIONS, STOCK UNAVAILABILITY AND UNFULFILLED ORDERS

13.1. Customers who wish to cancel an order must contact sales@impahlaplug.com as soon as possible. Cancellation requests are subject to the order’s processing status and applicable law.

13.2. Refunds for orders we cannot fulfil: If Impahla Plug is unable to fulfil an accepted and paid-for order because an item is out of stock, unavailable, discontinued, incorrectly listed or cannot otherwise be supplied, we will notify the customer and refund the amount paid for the affected goods, including any delivery charges that must legally be refunded.

13.3. Refunds under Clause 13.2 will be processed within the timeframe required by applicable law and using the original payment method where reasonably practicable, subject to payment-provider procedures.

13.4. Where only part of an order cannot be fulfilled, the refund will ordinarily relate to the affected items and any associated delivery charges required to be refunded by law. The remainder of the order may proceed, subject to the customer’s rights and any necessary arrangements.

13.5. We may offer an alternative product or exchange where an ordered item is unavailable, but this will be subject to the customer’s agreement. A customer will not be required to accept a substitute instead of a refund where a refund is legally due.

13.6. We do not offer voluntary refunds for change-of-mind requests merely because a customer no longer wants an item or has selected the wrong size or colour, subject to any applicable statutory cancellation or refund rights.

14. WARRANTIES AND PRODUCT CARE

14.1. Any manufacturer warranty or additional warranty offered with a product will be subject to its stated terms, provided those terms comply with applicable law.

14.2. Any warranty offered by us is in addition to, and does not replace, statutory rights that cannot lawfully be excluded.

14.3. Customers should follow product-care instructions, washing instructions, safety warnings and other reasonable usage guidance supplied with the goods.

14.4. We may assess whether damage resulted from a manufacturing defect or from misuse, accidental damage or failure to follow instructions. Any decision will be subject to applicable consumer protection law.

15. PRIVACY AND PERSONAL INFORMATION

15.1. We process personal information in accordance with applicable privacy and data protection laws, including the Protection of Personal Information Act 4 of 2013 (POPIA).

15.2. Personal information may be used to process orders, arrange delivery, administer exchanges, respond to complaints, prevent fraud, meet legal obligations and communicate with customers about their transactions.

15.3. We may share relevant information with payment providers, delivery companies and other service providers where reasonably necessary for these purposes and permitted by law.

15.4. We take reasonable measures to protect personal information against unauthorised access, loss or misuse.

15.5. Customers may contact sales@impahlaplug.com with privacy-related enquiries or requests, subject to applicable legal requirements.

16. INTELLECTUAL PROPERTY

16.1. All Store content, including logos, branding, photographs, product descriptions, graphics, text and designs, is owned by or lawfully licensed to the relevant rights holder.

16.2. No content may be copied, reproduced, distributed, modified or used commercially without the required permission, except where permitted by law.

16.3. Purchasing a product does not transfer ownership of intellectual property associated with that product or the Store.

17. WEBSITE AVAILABILITY AND TECHNICAL ERRORS

17.1. We aim to keep the Store available and functioning properly but cannot guarantee uninterrupted access.

17.2. Temporary interruptions may occur because of maintenance, technical failures, service-provider issues or events beyond our reasonable control.

17.3. Where a technical malfunction results in a duplicate order, incorrect charge, erroneous listing or other material error, we will take reasonable steps to investigate and correct the issue.

17.4. We may correct errors and, where legally permitted, cancel affected orders. Any repayment legally due following cancellation or correction will be made as required by law.

17.5. Nothing in this clause excludes liability that cannot lawfully be excluded.

18. LIMITATION OF LIABILITY

18.1. To the fullest extent permitted by applicable law, Impahla Plug will not be liable for indirect or consequential losses that were not reasonably foreseeable, subject to any mandatory legal protections.

18.2. Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence where exclusion is prohibited, death or personal injury where liability cannot lawfully be excluded, or any other liability that applicable law does not permit us to exclude.

18.3. No limitation in these Terms removes a customer’s statutory rights relating to defective goods, refunds, cancellations, delivery or consumer protection.

18.4. Any limitation of liability will apply only to the extent that it is lawful and enforceable in the circumstances.

19. CUSTOMER RESPONSIBILITY AND UNLAWFUL CONDUCT

19.1. Customers must provide accurate information and use the Store lawfully.

19.2. We reserve the right to investigate suspected fraudulent activity, unauthorised payment use, deliberate abuse of the Store or materially misleading information.

19.3. Nothing in these Terms makes a customer responsible for losses caused by our own unlawful conduct or obligations that cannot legally be transferred to the customer.

20. CHANGES TO THESE TERMS

20.1. We may update these Terms from time to time to reflect changes to our business, products, procedures or applicable law.

20.2. The latest version will be published on the Store with an updated effective date.

20.3. Changes will generally apply to orders placed after the updated Terms become effective. They will not retrospectively remove rights already acquired by a customer or alter an existing agreement unlawfully.

21. COMPLAINTS AND DISPUTE RESOLUTION

21.1. Customers are encouraged to contact sales@impahlaplug.com first so that we can attempt to resolve complaints promptly and fairly.

21.2. Customers should include their order number, a description of the problem and any supporting information.

21.3. Nothing in these Terms prevents a customer from approaching a competent consumer-protection authority, the Consumer Goods and Services Ombud where applicable, a court or another legally authorised dispute-resolution body.

21.4. We will not impose any contractual term that unlawfully prevents a customer from exercising a statutory right or pursuing a lawful complaint.

22. GENERAL LEGAL PROVISIONS

22.1. If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be severed or limited to the minimum extent necessary, and the remaining provisions will continue to apply where legally possible.

22.2. A failure or delay by Impahla Plug to enforce a provision does not automatically amount to a waiver of that provision.

22.3. These Terms, together with the applicable order confirmation and any expressly agreed product-specific terms, govern the purchase to the extent permitted by law.

22.4. Nothing in these Terms is intended to contract out of any mandatory legal obligation.

23. GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with by a competent South African court or other competent forum, subject to applicable law and any mandatory consumer rights concerning jurisdiction or dispute resolution.

24. CUSTOMER ACKNOWLEDGEMENT

By placing an order through the Impahla Plug online store, the customer acknowledges that:

• • • They have had an opportunity to review these Terms before completing the purchase.
  • • They are responsible for reviewing the product description, size, colour, quantity and other specifications before ordering.
  • • Eligible change-of-mind returns are subject to the exchange-only policy.
  • • Refunds will not be offered merely as a matter of discretion for change-of-mind returns.
  • Statutory cancellation, refund, repair and replacement rights remain unaffected.

For questions, exchanges, returns or complaints, contact:

Impahla Plug

Email: sales@impahlaplug.com