Refund policy

Whitehouse Lighting And Electrical – Return & Refund Policy

Last updated: 16 August 2026

At Whitehouse Lighting And Electrical, we want you to shop with confidence. We offer a 30-day return policy for eligible products in addition to the rights available to consumers under South African law.

This policy must be read together with the Consumer Protection Act 68 of 2008 (CPA) and, for qualifying online transactions, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to limit or exclude any right that a consumer has under applicable South African law.

1. Our 30-Day Return Policy

Whitehouse Lighting And Electrical voluntarily allows customers to request a return of eligible products within 30 calendar days from the date the order is received.

This 30-day period is a Whitehouse customer-service benefit and operates in addition to your statutory rights under the CPA and ECTA.

For a change-of-mind return under our voluntary 30-day policy, the product must:

  • be unused and in the same condition in which it was received;

  • not have been installed, connected, modified, cut, damaged or altered;

  • show no signs of use or wear;

  • include all original parts, accessories, manuals and components;

  • be returned with its original packaging, labels and protective materials in good condition; and

  • be accompanied by proof of purchase or the relevant Whitehouse order number.

To request a return, email orders@whitehouselightingandelectrical.co.za or use our Contact Us form.

2. Your Statutory Rights Under South African Law

Our 30-day return policy does not replace or restrict your statutory consumer rights.

2.1 Defective, Unsafe or Poor-Quality Goods – CPA Sections 55 & 56

Under sections 55 and 56 of the Consumer Protection Act, consumers are entitled to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and reasonably durable.

If goods fail to meet these statutory standards within six months after delivery, you may return the goods without penalty and at our risk and expense.

Where section 56 applies, you may choose between:

  • repair;

  • replacement; or

  • refund of the purchase price.

We may reasonably inspect or assess the product to determine the nature and cause of the reported defect. This assessment does not remove any rights available to you under the CPA.

If a product is repaired and, within three months after that repair, the same defect has not been remedied or another failure, defect or unsafe feature occurs, the CPA provides for replacement of the goods or a refund, as applicable.

You can read the official Consumer Protection Act 68 of 2008 on the South African Government website.

3. Other Returns Under CPA Section 20

Section 20 of the CPA provides return and refund rights in certain specific circumstances. It is not a general 30-day change-of-mind provision.

Subject to the requirements and exclusions contained in the CPA, section 20 may apply where, for example:

  • goods were supplied pursuant to applicable direct marketing and the transaction was validly cancelled during the statutory cooling-off period;

  • a consumer did not have a reasonable opportunity to examine the goods before delivery and the delivered goods do not comply with the agreement;

  • incorrect or mixed goods were delivered; or

  • goods were purchased for a particular purpose communicated to the supplier and are found to be unsuitable for that purpose within the applicable statutory period.

Where a return qualifies under section 20, the applicable allocation of return costs and any lawful deductions will be determined in accordance with the CPA rather than the voluntary 30-day provisions of this policy.

4. Online Purchases & ECTA Cooling-Off Rights

Because Whitehouse Lighting And Electrical operates an online store, certain transactions may also qualify for the cooling-off provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Where section 44 of ECTA applies, a consumer may cancel a qualifying transaction for goods:

  • without reason;

  • without penalty; and

  • within 7 days after receiving the goods.

For a qualifying ECTA cooling-off return, the consumer may be responsible only for the direct cost of returning the goods.

Where payment has already been made, the applicable refund must be made within the statutory period prescribed by ECTA.

Certain transactions are excluded from the ECTA cooling-off right under section 42, including, where applicable, goods that:

  • are made to the customer's specifications;

  • are clearly personalised;

  • by their nature cannot be returned;

  • are likely to deteriorate or expire rapidly; or

  • fall within another statutory exclusion.

You can read the official Electronic Communications and Transactions Act 25 of 2002 on the South African Government website.

5. Return Authorisation

For returns made under our voluntary 30-day return policy, please contact us before sending the product back so that we can issue return instructions and, where applicable, arrange collection.

Email: orders@whitehouselightingandelectrical.co.za

You may also submit your request through our Contact Us page.

Please provide:

  • your order number;

  • your name and contact details;

  • the product being returned;

  • the reason for the return; and

  • photographs where the product is damaged, defective or incorrectly supplied.

Products sent back under our voluntary return policy without prior return authorisation may experience processing delays.

A consumer's statutory rights will not be refused solely because prior return authorisation was not obtained, although we strongly recommend contacting us first so that the return can be handled correctly and safely.

6. Return Shipping Costs

Voluntary 30-Day Change-of-Mind Returns

For an eligible change-of-mind return under our voluntary 30-day policy:

  • you may arrange and pay for return delivery yourself; or

  • Whitehouse Lighting And Electrical can arrange standard courier collection at a flat rate of R120.

Where Whitehouse arranges the R120 collection, the collection charge must be paid before the courier is booked and will not be deducted from the refund.

Original delivery charges are not refundable for voluntary change-of-mind returns unless otherwise agreed or required by law.

Defective or Statutorily Returnable Goods

The R120 return charge does not automatically apply to statutory returns.

Where CPA section 56 requires Whitehouse Lighting And Electrical to bear the risk and expense of returning defective goods, we will arrange or cover the applicable return transport.

Where ECTA section 44 applies, only the direct cost of returning the goods may be charged to the consumer.

Other statutory returns will be handled according to the applicable provisions of the CPA, ECTA or other applicable law.

7. Return Address

Approved returns must be sent or delivered to:

Whitehouse Lighting And Electrical
Cnr Paul Kruger Street & Ebrahim Daya Street
Trichardt, Secunda
Mpumalanga, 2302
South Africa

Please package returned products securely to prevent damage during transportation.

Where Whitehouse is legally responsible for the return transport, we will provide the applicable collection or return instructions.

8. Damaged, Incorrect or Defective Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives:

  • damaged;

  • defective;

  • incomplete;

  • incorrectly supplied; or

  • materially different from the product ordered,

please contact us promptly at orders@whitehouselightingandelectrical.co.za.

Where possible, we ask customers to notify us of visible courier or transit damage within 48 hours of delivery. This helps us investigate the matter with the courier quickly.

The 48-hour notification request does not remove or reduce any statutory rights you may have under the CPA or other applicable South African law.

Please include:

  • your order number;

  • a description of the problem;

  • clear photographs of the product;

  • photographs of the packaging where relevant; and

  • any other information reasonably required to assess the issue.

Where the product qualifies as defective under section 56 of the CPA, the applicable return will be handled at our risk and expense.

9. Products Not Eligible for Our Voluntary 30-Day Change-of-Mind Return

Unless required by applicable law, our voluntary 30-day change-of-mind policy does not apply to:

  • custom-cut cable, wire, tubing or other materials cut to a customer's requested length;

  • custom-made products;

  • personalised products;

  • specially ordered products acquired specifically for a customer where agreed before purchase;

  • products that have been installed, permanently connected, affixed or incorporated into other property;

  • products that have been altered, cut, modified or damaged after delivery;

  • products showing signs of use or wear;

  • products missing material parts or accessories;

  • gift cards or vouchers; or

  • sale, clearance or final-sale products where the applicable product listing expressly states that change-of-mind returns are excluded.

Certain hazardous or regulated products may require specialised return procedures and may not be sent through ordinary courier channels.

These exclusions apply to our voluntary change-of-mind policy only and do not remove statutory rights relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

A sale or discounted product remains subject to applicable consumer rights where it is defective or otherwise fails to comply with the CPA, unless a lawful exception applies.

10. Electrical Products That Have Been Installed

For safety reasons, electrical products that have been installed, wired, connected, altered or modified are generally not eligible for a voluntary change-of-mind return.

This does not remove your rights where a product is defective or where another statutory right of return applies.

Where a fault may relate to installation, wiring, voltage, configuration or another external factor, we may request reasonable technical information or an assessment before determining the cause of the fault.

Customers should ensure that products requiring professional electrical installation are installed in accordance with applicable laws, standards and manufacturer requirements.

11. Exchanges

For ordinary change-of-mind exchanges, the quickest process is generally to return the eligible item and place a new order for the replacement product.

Where goods are defective and section 56 of the CPA applies, replacement is one of the statutory remedies available to the consumer, subject to the provisions of the CPA.

12. Refunds

Voluntary 30-Day Returns

Once an eligible voluntary return has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will ordinarily be processed to the original payment method within 14 business days.

Banks, card issuers and payment providers may require additional processing time before the funds appear in your account.

Statutory Refunds

Where a refund is required under the CPA, ECTA or other applicable law, the refund will be processed in accordance with the applicable statutory requirements and timeframes.

Where section 44 of ECTA applies, the statutory refund provisions of ECTA will apply.

If more than 14 business days have passed after we confirmed approval of a voluntary refund and you have not received it, please contact:

orders@whitehouselightingandelectrical.co.za

13. Refund Method

Unless another method is legally required or agreed with you, refunds will be returned to the original payment method used for the transaction.

This assists with payment security, fraud prevention and transaction reconciliation.

14. Proof of Purchase

Please provide your Whitehouse order number, invoice, receipt or other reasonable proof of purchase when requesting a return, warranty claim or refund.

Where an order was placed online, we may be able to locate the transaction using your order information and contact details.

15. Manufacturer Warranties

Certain products may carry additional manufacturer or supplier warranties.

These warranties operate in addition to, and not in substitution for, statutory consumer rights where the CPA applies.

A manufacturer warranty does not remove the statutory protections provided to consumers by sections 55 and 56 of the CPA.

16. Related Whitehouse Policies

For additional information, please see:

17. Contact Us

If you have any questions about returns, refunds, exchanges or warranty claims, please contact us:

Whitehouse Lighting And Electrical (Pty) Ltd

Email: orders@whitehouselightingandelectrical.co.za
Phone / WhatsApp: +27 83 605 9130

Address:
Cnr Paul Kruger Street & Ebrahim Daya Street
Trichardt, Secunda
Mpumalanga, 2302
South Africa

Contact Whitehouse Lighting And Electrical

18. Legal References

This policy has been drafted with reference to applicable South African consumer legislation, including:

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