Refund Policy
Senior Mobility Service strives to resolve issues fairly. This Refund Policy explains when refunds may be considered and how they are processed for customers in South Africa.
When Refunds May Apply
Refunds may be issued where an order cannot be fulfilled and a suitable alternative is not available, a product is returned due to a major defect or is not as described, a product is unavailable after payment and the customer does not wish to wait for replacement stock or a cancellation is requested within an agreed period before dispatch.
Refunds are considered after reviewing each situation and the condition of the returned item.
Refund Method
Approved refunds are usually processed using the original payment method wherever practical. This may include refund to the card used for payment or refund by electronic funds transfer to a South African bank account.
If the original method is not available, an alternative such as store credit may be offered. Customers are informed of the available options.
Time Frame For Refunds
Once a refund has been approved, our team initiates the process within a reasonable time. Actual timing for funds to reflect may depend on the bank or payment provider. In most cases, refunds are processed within 7 to 10 working days after approval.
Deductions And Handling Fees
In certain cases a reasonable handling fee or deduction may apply. This can occur where non defective items are returned solely due to change of mind, where items show signs of use beyond what is necessary to assess suitability or where accessories or parts are missing from the returned product.
These deductions are explained clearly before the refund is processed.
Non Refundable Situations
Refunds may not be granted where items have been misused, damaged or altered after delivery, where safety and hygiene regulations make resale impossible and no defect exists or where the issue falls outside agreed terms and applicable consumer laws.
In these cases, we may work with the customer to find an alternative solution, such as repair or discounted replacement where possible.
Queries About Refunds
Questions about refunds or the status of a request can be directed to our support team using the contact details on our website. Please provide your order number and any reference numbers to help us respond efficiently.