Williams Alicey Group
Effective Date: 25 August 2026

1. INTRODUCTION

This Refund Policy (“Policy“) sets out the general principles applicable to refunds, returns, cancellations and related customer remedies for products and services supplied by Williams Alicey Group (“WAG”, “we”, “us” or “our”), its applicable subsidiaries, divisions and operating businesses.

Specific WAG businesses may maintain additional product- or service-specific refund, return or cancellation terms.

Where a specific policy applies to a particular transaction, that policy will be made available to the customer and will apply together with this Policy.

Nothing in this Policy is intended to remove, restrict or limit any rights or remedies available to consumers under applicable South African law.

2. CONSUMER RIGHTS

WAG is committed to complying with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (“CPA”) where applicable.

Customers may have statutory rights relating to defective, unsafe, unsuitable or incorrectly supplied goods, as well as certain cancellation, return and refund rights.

Where a statutory right applies, WAG will honour the applicable legal remedy.

This Policy should therefore be read together with applicable legislation and any transaction-specific terms.

3. WHEN A REFUND MAY BE AVAILABLE

Depending on the circumstances, a refund may be available where:

An order is cancelled before fulfilment;
WAG is unable to supply the product or service ordered;
The incorrect product was supplied;
A product is defective;
A product does not meet applicable legal requirements;
A product materially differs from what was agreed;
A valid statutory cooling-off or cancellation right applies;
A product is returned in accordance with an applicable WAG returns policy;
A payment was processed incorrectly; or
Another refund entitlement arises under the applicable agreement or law.

Eligibility will depend on the circumstances of the transaction and applicable law.

4. DEFECTIVE PRODUCTS

If a product is defective, damaged or does not meet applicable quality requirements, please notify the relevant WAG business as soon as reasonably possible.

Depending on the circumstances, the appropriate remedy may include:

Repair;
Replacement;
Refund;
Credit; or
Another remedy required or permitted by law.

Customers may be requested to provide reasonable information or evidence regarding the issue, such as:

Proof of purchase;
Order number;
Photographs;
Description of the defect; or
Other information reasonably required to assess the claim.

WAG will not require a customer to waive statutory rights as a condition of receiving a lawful remedy.

5. INCORRECT OR INCOMPLETE ORDERS

If you receive:

The wrong product;
An incorrect quantity;
A materially different product from the one ordered; or
An order that is incomplete,

please contact the relevant WAG business as soon as reasonably possible.

WAG will investigate the matter and, where appropriate, arrange for:

The correct product to be supplied;
The incorrect product to be collected or returned;
A replacement;
A credit; or
A refund.

6. DAMAGED GOODS

Where goods arrive damaged, customers should notify the relevant WAG business promptly.

Where possible, retain:

The original packaging;
Delivery documentation;
Photographs of the packaging;
Photographs of the damaged product; and
Other relevant documentation.

This information may assist WAG and its logistics partners in investigating the claim.

Nothing in this section limits any statutory rights that may apply.

7. CHANGE-OF-MIND RETURNS

Where permitted by applicable law or where expressly offered by the relevant WAG business, customers may be able to return products because they have changed their mind.

Such returns may be subject to reasonable conditions, including:

The applicable return period;
Proof of purchase;
Product condition;
Original packaging;
Accessories and documentation;
Hygiene requirements; and
Whether the product has been used, installed, modified or damaged.

Certain products may not qualify for voluntary change-of-mind returns where permitted by law, including certain customised, perishable, hygienic, made-to-order or otherwise excluded products.

Where a statutory cancellation right applies, the statutory requirements will prevail.

8. SERVICES

Refunds relating to services will depend on:

The service agreement;
The stage of service completion;
Applicable cancellation provisions;
Work already performed;
Third-party costs incurred; and
Applicable legislation.

Where a service has not been provided as agreed, WAG will consider the appropriate remedy in accordance with the applicable agreement and law.

9. ORDER CANCELLATIONS

Customers may request cancellation of an order by contacting the relevant WAG business as soon as possible.

Cancellation before processing or dispatch may generally be easier to accommodate.

Once an order has been dispatched, cancellation may instead be processed as a return, where applicable.

Certain orders may be subject to specific cancellation conditions, particularly:

Custom-made products;
Special orders;
Products sourced specifically for a customer;
Bulk orders;
Business-to-business transactions; or
Services already commenced.

Any statutory cancellation rights remain unaffected.

10. REFUND METHODS

Where a refund is approved, WAG will generally refund the customer using the original payment method where reasonably practicable.

Depending on the transaction, refunds may be processed through:

The original payment card;
Electronic funds transfer;
The original payment platform; or
Another appropriate method agreed with the customer.

WAG may require verification of the customer’s identity or payment details before processing certain refunds.

11. REFUND PROCESSING TIMES

Refund processing times may vary depending on:

The reason for the refund;
Whether the product must first be inspected;
The return method;
The payment method used;
Third-party payment providers;
Banking processes; and
Other circumstances outside WAG’s reasonable control.

Once WAG has approved a refund, we will process it within a reasonable period.

The time taken for funds to reflect in a customer’s account may depend on the customer’s bank or payment provider.

12. DELIVERY AND RETURN COSTS

Where WAG is responsible for supplying an incorrect, defective or materially non-conforming product, WAG will handle applicable return or collection arrangements in accordance with the law and circumstances of the transaction.

Where a customer voluntarily returns a product for reasons not attributable to WAG, return or delivery costs may be the customer’s responsibility where legally permitted and where this was communicated in advance.

Statutory consumer rights will always take precedence.

13. PRODUCTS THAT CANNOT BE RETURNED

Where permitted by law, certain products may be excluded from voluntary returns due to their nature.

Examples may include:

Custom-made products;
Products specifically ordered or manufactured for a customer;
Products that cannot reasonably be resold due to hygiene considerations;
Perishable goods;
Products damaged after delivery through customer misuse;
Products altered or modified by the customer; or
Products where return is otherwise legally restricted.

This section does not override any mandatory statutory return or refund right.

14. PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased during promotional campaigns, clearance sales or discounted offers may be subject to specific terms.

However, promotional pricing does not remove statutory consumer rights.

Where a product is defective or otherwise qualifies for a statutory remedy, the applicable legal remedy will remain available.

15. GIFT CARDS, VOUCHERS AND STORE CREDITS

Where WAG offers gift cards, vouchers or store credits, the terms applicable to those instruments will be communicated at the time of purchase or issue.

Unless required by law or otherwise stated:

Gift cards and vouchers may not be exchangeable for cash;
Store credits may only be used for eligible purchases;
Lost or stolen vouchers may not be replaceable; and
Expiry periods may apply where legally permitted.

16. BUSINESS-TO-BUSINESS TRANSACTIONS

Where products or services are supplied to a business, additional contractual terms may apply.

These may include:

Credit terms;
Purchase orders;
Bulk-order terms;
Special pricing;
Commercial warranties;
Delivery terms;
Cancellation provisions; and
Agreed dispute-resolution procedures.

Business customers should refer to their applicable quotation, purchase order, supply agreement or commercial contract.

Nothing in this Policy overrides a valid written commercial agreement to the extent permitted by law.

17. PROOF OF PURCHASE

WAG may require reasonable proof of purchase before processing a refund or return.

Examples include:

Invoice;
Receipt;
Order confirmation;
Account information;
Payment confirmation; or
Other transaction records.

Where WAG can independently verify the transaction, alternative verification may be accepted at its discretion.

18. FRAUDULENT OR ABUSIVE REFUND CLAIMS

WAG reserves the right to investigate suspected fraudulent or abusive refund activity.

Examples may include:

False claims;
Repeated fraudulent returns;
Altered receipts;
Misrepresentation of product condition;
Payment fraud; or
Attempts to obtain duplicate refunds.

Where legally permitted, WAG may refuse fraudulent or illegitimate claims and may take appropriate legal or other action.

This provision does not prevent customers from exercising legitimate statutory rights.

19. HOW TO REQUEST A REFUND

To request a refund, customers should contact the relevant WAG business using the contact details provided with their order, invoice or relevant website.

Where no specific contact details are provided:

Williams Alicey Group (WAG)
Email: info@williams.africa

Please provide:

Full name;
Contact details;
Order or invoice number;
Product or service concerned;
Reason for the refund request; and
Supporting information where applicable.

20. REFUND REVIEW PROCESS

Upon receiving a refund request, WAG may:

Confirm receipt of the request;
Verify the transaction;
Determine whether the request falls within the applicable policy or statutory rights;
Request additional information where reasonably necessary;
Inspect or assess the relevant product where appropriate;
Determine the appropriate remedy; and
Process the refund, replacement, repair, credit or other applicable remedy.

WAG will endeavour to handle refund requests fairly and within a reasonable period.

21. PRIVACY

Personal information provided during the refund process will be processed in accordance with WAG’s Privacy Policy and applicable privacy legislation.

Information may be used to:

Verify the transaction;
Process the refund;
Prevent fraud;
Communicate with the customer;
Maintain financial records; and
Comply with legal obligations.

22. LIMITATION OF THIS POLICY

Nothing in this Policy:

Excludes statutory consumer rights;
Limits remedies that cannot legally be limited;
Removes rights provided by applicable legislation; or
Prevents a customer from exercising a lawful remedy.

Where there is a conflict between this Policy and a mandatory legal requirement, the legal requirement will prevail.

23. CHANGES TO THIS POLICY

WAG may amend this Refund Policy from time to time.

Changes may be made to reflect:

Legislative changes;
Changes in our products or services;
Changes to payment systems;
Changes to logistics arrangements;
Operational improvements; or
Other legitimate business requirements.

The latest version will be published on the relevant WAG website.

24. GOVERNING LAW

This Policy is governed by the laws of the Republic of South Africa.

Any dispute concerning this Policy will be handled in accordance with applicable South African law.

25. CONTACT DETAILS

For refund-related enquiries: