Refund & Returns Policy

Last Updated: September 2026

At Sanitize Today, we aim to supply quality cleaning, hygiene, sanitation, chemical and related products to both consumers and businesses.

Due to the nature of our products, certain goods may not be suitable for resale once opened, used, diluted, contaminated or removed from sealed packaging. This policy explains the circumstances in which products may be returned, exchanged, replaced or refunded.

Nothing in this policy limits any right that a consumer may have under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), or other applicable South African law.

1. Change-of-Mind Returns

Except where a statutory right of return applies, Sanitize Today accepts change-of-mind returns only where the product:

• is unused;
• is unopened where applicable;
• is undamaged;
• is in its original condition;
• is returned in its original packaging;
• has all seals, labels and packaging intact;
• includes all supplied accessories, components and documentation;
• includes any promotional or complimentary products supplied with the purchase; and
• is accompanied by proof of purchase from Sanitize Today.

Customers must contact Sanitize Today before returning any product.

All returned goods are subject to inspection before a return is approved.

2. Online Purchases & Cooling-Off Rights

Where the cooling-off provisions of the ECT Act apply to an online purchase, the consumer may cancel an eligible transaction within 7 calendar days after receiving the goods, without reason or penalty.

Where this statutory cooling-off right applies:

• the consumer is responsible for the direct cost of returning the goods to Sanitize Today;
• the goods must be returned to Sanitize Today;
• Sanitize Today will process the refund in accordance with applicable law; and
• Sanitize Today will not deduct charges that applicable law does not permit us to deduct.

The ECT Act provides that, where its cooling-off right applies, the consumer is entitled to a full refund and the direct cost of returning the goods is the charge that may be levied on the consumer.

Certain transactions and products may be excluded from statutory cooling-off rights under applicable law.

3. In-Store Purchases

The CPA does not create a general right to return goods simply because a customer has changed their mind.

Accordingly, except where a statutory right applies, Sanitize Today may decline a change-of-mind return for products purchased in-store.

Any voluntary return accepted by Sanitize Today remains subject to the conditions contained in this policy.

4. Chemicals, Cleaning Products & Consumables

Due to hygiene, safety, contamination and product-integrity considerations, opened chemicals, cleaning products and other consumables cannot ordinarily be returned merely because the customer has changed their mind.

This may include:

• detergents;
• disinfectants;
• sanitisers;
• degreasers;
• soaps;
• cleaning chemicals;
• concentrated chemicals;
• laundry products;
• dishwashing products;
• air-care products;
• paper and hygiene consumables;
• refuse products; and
• other consumable cleaning or hygiene products.

For purposes of Sanitize Today’s voluntary change-of-mind policy, a consumable product may be regarded as used or opened where:

• the original seal has been broken;
• the container has been opened;
• any product has been dispensed or removed;
• the product has been diluted or mixed;
• the packaging has been materially damaged;
• the product may have been contaminated; or
• its condition can no longer reasonably be verified for resale.

Except where a statutory right applies, Sanitize Today does not ordinarily accept change-of-mind returns of opened or used chemicals, cleaning products or consumables.

This restriction does not affect a customer’s rights regarding defective, unsafe, damaged or incorrectly supplied goods.

5. Hygiene-Sensitive Products

Certain products may be unsuitable for resale once opened or used because of hygiene or contamination considerations.

Where legally permissible, Sanitize Today may decline a voluntary change-of-mind return where a hygiene-sensitive product has been opened, used or otherwise compromised.

This does not limit statutory rights relating to defective, unsafe or incorrectly supplied goods.

6. Original Packaging

Customers should retain the original packaging until they are satisfied with their purchase.

For voluntary change-of-mind returns, products must ordinarily be returned in their original packaging, and the packaging must be in a condition appropriate for resale.

Product labels, seals, batch information and safety information should remain intact where applicable.

Where a statutory right of return applies, Sanitize Today will apply the requirements of the relevant legislation.

7. Return Transport Costs

For a change-of-mind return where the customer is responsible for returning the goods, the customer is responsible for arranging and paying for return transportation.

Where Sanitize Today arranges collection on the customer’s behalf, the applicable collection cost may be charged to the customer where legally permitted.

Customers are responsible for safely and appropriately packaging goods returned using transport arranged by them.

Customers should not independently courier hazardous, leaking, damaged or restricted chemicals without first contacting Sanitize Today for instructions.

Where goods are defective, incorrectly supplied or otherwise required by law to be returned at Sanitize Today’s risk and expense, Sanitize Today will comply with applicable legislation.

8. Original Delivery & Payment Processing Costs

Sanitize Today incurs costs in processing and fulfilling orders, including payment processing fees and courier charges.

However, these amounts will only be deducted from a refund where applicable law permits such a deduction.

Where legislation requires Sanitize Today to provide a full refund, Sanitize Today will not deduct payment processing fees, original delivery costs or any other charge prohibited by law.

9. Bulk Orders

Products purchased in bulk remain subject to this Refund & Returns Policy and applicable law.

Customers should carefully confirm the product, quantity, container size, specification and intended application before placing a large or bulk order.

Where a bulk order is returned voluntarily and no statutory return right applies, Sanitize Today may consider the return subject to the condition of the goods and whether they can reasonably be resold.

Opened, used, diluted or compromised chemical products cannot ordinarily be returned for a change of mind.

Any freight or collection costs associated with a voluntary bulk return may be for the customer’s account where legally permissible.

10. Special Orders & Custom Products

Products ordered, manufactured, sourced or procured specifically for a customer may be treated as special orders.

This may include:

• specially sourced products;
• non-standard chemical formulations;
• customised products;
• branded or personalised products;
• products manufactured to customer specifications;
• unusually large quantities not ordinarily held in stock;
• products procured specifically at the customer’s request; and
• other products specially configured for a particular customer.

Special-order, customised or personalised products cannot ordinarily be cancelled or returned merely because the customer has changed their mind, where applicable law permits this restriction.

Customers will, where reasonably possible, be informed before purchase where an item is regarded as a special or custom order.

This does not limit statutory rights relating to defective, unsafe or incorrectly supplied goods.

11. Incorrect Product or Quantity Ordered

Customers are responsible for checking product descriptions, sizes, quantities and specifications before completing an order.

Ordering an incorrect product, container size or quantity does not automatically mean the product is defective.

Where the customer has made an ordering error, Sanitize Today may consider a voluntary return provided the goods meet the applicable return conditions in this policy.

Return transport costs may be for the customer’s account where legally permissible.

Opened or used chemicals and consumables cannot ordinarily be returned merely because the incorrect product or quantity was ordered.

12. Faulty or Allegedly Defective Products

If you believe that a product purchased from Sanitize Today is faulty or defective, please contact us as soon as reasonably possible.

A reported problem does not automatically mean that the product is defective.

The product may need to be inspected or assessed to establish the cause of the reported problem.

Depending on the product, this assessment may be undertaken by:

• Sanitize Today;
• the manufacturer;
• the importer or distributor;
• the supplier; or
• an authorised technical service provider.

A product will not ordinarily be considered defective merely because:

• the customer ordered the incorrect product;
• the customer prefers another product;
• the product was used for an unsuitable application;
• incorrect dilution or dosing instructions were followed;
• products were improperly mixed;
• storage instructions were not followed;
• the product was contaminated after delivery;
• equipment was incorrectly installed or operated;
• required cleaning or maintenance was not performed;
• accidental damage, negligence, misuse or abuse caused the issue;
• an unauthorised modification or repair was performed; or
• normal wear and tear has occurred.

13. Consumer Protection Act Warranty of Quality

Where the CPA applies, Sanitize Today acknowledges the statutory implied warranty of quality.

Sanitize Today may be the retailer rather than the manufacturer of certain products. However, the CPA provides a statutory framework involving producers, importers, distributors and retailers.

Customers may therefore approach Sanitize Today regarding a qualifying CPA claim.

Where necessary, Sanitize Today may arrange for a product to be assessed by the relevant manufacturer, importer, distributor, supplier or authorised technical service provider to determine whether the reported issue constitutes a genuine defect.

If goods fail to meet applicable statutory quality requirements within the relevant six-month period, the remedies available under section 56 of the CPA will be honoured.

Where the CPA gives the consumer the right to choose a repair, replacement or refund, Sanitize Today will respect that statutory choice.

14. Manufacturer & Supplier Warranties

Certain dispensers, equipment, appliances and other products sold by Sanitize Today may carry an additional warranty provided by the manufacturer, importer, distributor or supplier.

Sanitize Today does not independently determine those warranty terms.

Where a claim falls under an additional manufacturer, importer, distributor or supplier warranty, the product may be assessed by the applicable warranty provider or authorised service centre.

Sanitize Today will, where appropriate, assist the customer in facilitating the warranty process.

Additional warranties operate alongside statutory consumer rights and do not replace them.

15. Repair → Replace → Refund Warranty Process

For claims processed solely under an additional manufacturer, importer, distributor or supplier warranty, the normal commercial process may generally be:

Repair → Replace → Refund

This means the applicable warranty provider may ordinarily seek to repair the product first.

Where repair is not reasonably possible or appropriate, replacement may be considered.

Where repair or replacement is unavailable, unsuccessful or inappropriate, a refund or other remedy may be considered in accordance with the relevant warranty terms.

This process applies only where permitted by the applicable warranty framework and does not override any remedy or choice granted to a consumer by the CPA or other applicable law.

16. Where No Defect Is Found

If an assessment confirms that a product is functioning or performing according to its specification and no defect is found, it will not qualify as a defective-product return merely because the customer is dissatisfied with it.

Where legally permissible, reasonable costs relating to assessment, collection, transport, servicing or testing may be payable by the customer.

Any applicable charges will be communicated to the customer.

17. Incorrect Products Supplied by Sanitize Today

If Sanitize Today supplies a product different from the product ordered, please contact us as soon as reasonably possible.

The incorrectly supplied product should not be opened or used unless reasonably necessary or otherwise instructed.

Where incorrect supply by Sanitize Today is confirmed, we will arrange the appropriate replacement or refund and cover the reasonable return cost where required.

18. Goods Damaged During Delivery

Customers should inspect orders as soon as reasonably possible after delivery.

Where goods appear to have been damaged, broken or leaked during transportation, please contact Sanitize Today promptly.

We may request:

• the order or invoice number;
• photographs of the affected product;
• photographs of the outer and inner packaging;
• photographs showing leakage or damage; and
• a description of the issue.

Customers should retain the product and all packaging while the claim is assessed.

Do not use a chemical product where its packaging has been materially damaged or its contents may have been contaminated during transportation.

19. Electrical Equipment, Dispensers & Cleaning Equipment

Electrical equipment, automatic dispensers and other cleaning equipment may have specific installation, electrical, maintenance and operating requirements.

Customers are responsible for using and maintaining equipment according to the manufacturer’s instructions.

Where permitted by law, damage caused by incorrect installation, unsuitable electrical supply, misuse, unauthorised modification, inadequate maintenance or use contrary to the manufacturer’s instructions may not constitute a product defect.

This does not affect statutory rights where the product itself is defective.

20. Inspection of Returned Goods

Sanitize Today may inspect returned goods before approving a voluntary return, warranty claim or refund.

Inspection may include:

• physical condition;
• packaging;
• seals;
• labels;
• batch numbers;
• quantity or volume remaining;
• accessories and components;
• evidence of opening or use;
• leakage;
• contamination;
• damage;
• signs of misuse; and
• technical testing where applicable.

The purpose of the inspection is to establish the condition of the product and determine the appropriate return or warranty process.

21. Refunds

Once a return has been received, assessed and approved, Sanitize Today will generally process the applicable refund within 7 business days.

Where reasonably possible, refunds will be processed using the original payment method.

After Sanitize Today has processed the refund, the time taken for the funds to reflect may depend on the customer’s bank, card issuer or payment provider.

Where a statutory refund period applies, Sanitize Today will process the refund within the period required by law.

22. Exchanges

Unused and unopened goods may, at Sanitize Today’s discretion, be exchanged for another product where the goods meet our voluntary return conditions.

Any difference in price will either be payable by the customer or refunded as applicable.

Return and redelivery costs for voluntary exchanges may be for the customer’s account.

Except where a statutory right applies, opened or used chemicals and consumables cannot ordinarily be exchanged merely because the customer prefers another product.

23. Bundles & Promotional Items

Where products are purchased as part of a bundle or promotion, all items forming part of the applicable bundle may need to be returned for a full refund.

Any complimentary product supplied with the purchase should also be returned where applicable.

Where legally permissible, the reasonable value of promotional items not returned may be deducted from the refund.

24. How to Request a Return

Before returning any item, please contact Sanitize Today and provide:

• your name;
• order or invoice number;
• product details;
• reason for the return; and
• photographs or other supporting information where relevant.

Please wait for return instructions before sending goods.

Unauthorised returns may result in delays while the purchase and return request are identified and assessed.

For chemical products that are leaking, damaged or potentially hazardous, contact Sanitize Today before attempting to return or transport the product.

25. Contact Sanitize Today

For returns, refunds, exchanges, damaged goods or warranty enquiries, please contact:

Sanitize Today
Email: info@sanitizetoday.co.za

Please include your order or invoice number when contacting us wherever possible.

26. Statutory Rights

Nothing in this Refund & Returns Policy is intended to waive, restrict or exclude any consumer right that cannot lawfully be waived, restricted or excluded.

Where any term in this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.