SIR GIOVANNI — RETURNS & REFUNDS POLICY Effective Date: 22 September 2026
1. Overview
Sir Giovanni Marketplace connects customers with independent Vendors and Service Providers. Because different products and services may be supplied by different Vendors, return arrangements may vary according to the nature of the transaction. Nothing in this Policy is intended to remove or reduce any consumer right that cannot lawfully be excluded under South African law.
2. Seven-day online cooling-off right
Where applicable under section 44 of the Electronic Communications and Transactions Act, a consumer may cancel a qualifying transaction for goods within seven days after receiving the goods, or a qualifying transaction for services within seven days after conclusion of the agreement, without giving a reason and without penalty, subject to statutory exclusions. For goods, the consumer is generally responsible only for the direct cost of returning the goods. Where payment was already made, ECTA provides for the applicable refund to be made within 30 days of cancellation.
3. Exceptions to the cooling-off right
The statutory cooling-off right does not apply to every transaction. Depending on the circumstances, exclusions can include certain personalised or made-to-specification goods, goods that cannot reasonably be returned, rapidly deteriorating or expiring goods, unsealed software/recordings, certain food or consumable products, services already commenced with the consumer’s consent, accommodation, transport, catering or leisure services booked for a specific date or period, financial services and other transactions excluded by law.
4. Defective, unsafe or poor-quality goods Â
Customers retain their statutory rights concerning defective or unsafe goods. Where applicable, the Consumer Protection Act provides remedies for qualifying defective goods, including repair, replacement or refund in accordance with the Act.
5. Incorrect product
If you receive a product that is materially different from what you ordered, is the wrong product, is missing important components or does not correspond with its description, contact Sir Giovanni as soon as reasonably possible. We will investigate the matter with the relevant Vendor and arrange an appropriate remedy in accordance with applicable law.
6. Damaged goods
If an item arrives visibly damaged: photograph the packaging; photograph the damaged product; retain the packaging; contact Sir Giovanni at info@sirgiovanni.co.za; and provide your order number and photographs
7. Change-of-mind returns
Where a statutory cooling-off right does not apply, a change-of-mind return will depend on the applicable Vendor’s published return policy and the nature of the product. Vendors may offer more generous return rights than those required by law. A Vendor’s policy may not lawfully remove statutory consumer protections. 8. Services Services offered through Sir Giovanni may have different cancellation and refund rules depending on the nature of the service, whether the service has commenced, the appointment date, whether the service was customised and the Vendor’s published terms.
9. How to request a return or refund
Email info@sirgiovanni.co.za and include your full name, order number, product/service purchased, Vendor name, reason for the request and photographs or supporting evidence where applicable.
10. Refund process
Once a return or refund has been approved, the relevant Vendor will be notified; the product may be inspected where appropriate; the applicable refund amount will be determined; and the refund will be processed using the original payment method where reasonably possible.
11. Refund timingÂ
Refunds will be processed within the period required by applicable law. Where ECTA section 44 applies, payment made for cancelled goods/services must be refunded within the statutory 30-day period.
12. Vendors cannot remove statutory rights
A Vendor’s own return policy cannot be used to remove rights that a customer has under applicable South African law.
13. Contact Sir Giovanni
Marketplace Email: info@sirgiovanni.co.za Telephone: (010) 5022 661 / 066 172 3987 Address: 16 Muller Str, South Buccleuch, Sandton Glades, Sandton, 2090Â Â