Refund & Cancellation Policy
Information about cancelling your mat order, reporting a problem and requesting a refund from Avidaze.
01 Requesting a cancellation
Email info@avidaze.co.za as soon as you wish to cancel, quoting your order or invoice number. We will check the status of your order and confirm the cancellation options in writing.
For custom branded mats, please contact us before approving artwork or authorising production wherever possible. If design work or production has already started, we will explain any applicable costs under your agreed order terms and the law before confirming the outcome.
02 Custom designs and changes of mind
Our mats may be made to your approved logo, size, colours and specifications. Please check your artwork and order details carefully before approval. Contact us promptly if you need a change; we will confirm whether it can still be made and whether it affects the price or delivery date.
Change-of-mind requests for customised orders are assessed according to the order stage, agreed terms and applicable law. This does not limit your rights if goods are defective or do not match the agreed specifications.
03 Damaged, defective or incorrect goods
If your mat arrives damaged, is defective or differs from your confirmed order, contact us with your order number, a description of the issue and clear photographs where available. Keep the mat and packaging while we arrange the next steps.
Where the Consumer Protection Act applies, qualifying defective goods may be returned within six months of delivery, without penalty and at our risk and expense, for the repair, replacement or refund provided for by law. Your applicable statutory rights take precedence over this policy.
04 How to request a refund
- Email your order or invoice number and the name used for the purchase.
- Explain the reason for the request and include relevant supporting information.
- We will review the request, confirm any collection or return arrangements and communicate the outcome in writing.
Please contact us before arranging a return so we can provide the correct instructions. This process does not remove any rights you have under applicable law.
05 Refund processing
Approved refunds are returned to the original payment method wherever possible. We will confirm the amount and expected processing time in writing. The time for funds to appear depends on the payment provider and your bank; any applicable legal deadlines remain in effect.
If your payment was processed through Paystack, contact Avidaze with your payment reference so we can trace the transaction and assist with your request.
06 Your consumer rights
Nothing in this policy excludes or limits rights available under South African consumer law, including any cancellation, cooling-off or refund rights that apply to your transaction.