Returns, Exchanges & Store Credit Policy

Effective date 10 November 2026

This policy applies to purchases from Railway Outfitters (Pty) Ltd t/a TAPE at physical TAPE stores and www.tape.co.za. It distinguishes TAPE's voluntary exchange and store-credit offer from remedies required by South African law.

1. Full price merchandise

Qualifying full-priced merchandise may be exchanged or returned for store credit within 30 calendar days of purchase in-store or delivery for online orders. Customers may choose an available replacement product or credit equal to the price actually paid. TAPE does not offer discretionary cash or other monetary refunds.

Merchandise must be unused, unworn, unwashed and in its original saleable condition, with original tags and labels attached and satisfactory proof of purchase. Footwear must include its original shoebox and applicable packaging in reasonable condition. Try footwear on a clean indoor surface before deciding whether to keep it.

If the replacement costs more, the customer pays the difference. If it costs less, the balance is issued as store credit in the original purchasing channel. A voluntary return must be presented in-store or logged online within the applicable period; an online request logged in time will not lapse merely because TAPE's response or courier arrangements take longer.

2. In-store sale and promotional merchandise

Sale merchandise purchased at a physical TAPE store, other than merchandise sold as part of a promotional offer, may be exchanged or returned for in-store credit within seven calendar days of purchase. The full-price merchandise condition and proof-of-purchase requirements also apply. Credit is based on the price actually paid, not the original ticket price. No discretionary monetary refund is offered.

Promotional merchandise purchased at a physical TAPE store cannot be voluntarily returned or exchanged and does not qualify for voluntary store credit. This includes multi-buy, Buy One Get One Free, fixed-price bundle and other purchases identified as promotional offers. Where a sale item is also part of a promotional offer, the promotional restriction applies.

This restriction does not interfere with, exclude or limit any rights under the Consumer Protection Act or other applicable South African law. Qualifying faulty, defective or unsafe goods and other statutory claims remain eligible for the remedies required by law, including a refund where legally required.

3. Online sale clearance and promotional merchandise

Sale, clearance and promotional merchandise bought online does not qualify for voluntary returns, exchanges or store credit. This includes online outlet sales, seasonal discounts, multi-buy offers and promotional purchases. Final sale describes only this voluntary restriction.

Faulty, defective, unsafe, incorrect or otherwise non-compliant goods and qualifying statutory cancellations remain subject to the remedies required by law. A discount or final-sale label does not itself remove statutory rights.

4. Store credit

Credit equals the purchase price actually paid for the qualifying returned merchandise. In-store purchase credits may be redeemed only at physical TAPE stores. Online purchase credits may be redeemed only on www.tape.co.za. Credits cannot move between these channels.

Credits are valid for three years from issue, or longer where required by law. A balance left after partial redemption remains available in the same channel for the remaining validity period. Credits are not redeemable for cash unless the law requires it. Statutory monetary refund rights cannot be replaced with compulsory credit.

5. Seven day statutory online cooling off

Section 44 of the Electronic Communications and Transactions Act provides a cancellation right for qualifying online purchases within seven days after receipt of goods, without a reason or penalty. Notify TAPE within that period using the online return process or email info@tape.co.za. Clearly identify the order and state that you are cancelling the purchase.

Where this right applies, TAPE will refund the payment as required by law within 30 days of cancellation. The only charge permitted under this cooling-off right is the direct cost of returning the goods. No restocking fee or cancellation penalty applies. Make the goods available for return and take reasonable care of them.

The right may apply to full-priced, sale, clearance and promotional purchases. TAPE's voluntary requirement for attached tags and original packaging must not be applied as an automatic bar to a statutory cancellation.

Only exclusions authorised by legislation apply. Potentially relevant exclusions under section 42 include goods made to a customer's specification, clearly personalised goods, goods which by their nature cannot be returned or are likely to deteriorate or expire rapidly, and certain unsealed recordings or software. These are not blanket exclusions for ordinary discounted clothing or footwear.

6. Faulty defective or unsafe merchandise

TAPE will honour the Consumer Protection Act's quality protections. For qualifying goods returned within six months of delivery because they fail the applicable statutory quality standards, the customer may direct TAPE to repair, replace or refund the price paid. Returns under section 56 are without penalty and at TAPE's risk and expense.

TAPE may reasonably inspect a reported defect, but will not impose a repair first where the customer has a lawful choice of remedy. If a repair fails to resolve the defect, or a further failure, defect or unsafe feature is discovered within three months after the repair, section 56(3) requires replacement or refund as applicable. Manufacturer warranties supplement statutory rights.

Ordinary wear, accidental damage, misuse and damage caused by failing to follow reasonable care instructions are assessed on their facts. They do not automatically establish a manufacturing defect, and a broad allegation of misuse does not remove a valid claim. A specifically disclosed defect knowingly accepted by the customer is assessed under the applicable statutory rules; a general sale label is insufficient.

Statutory claims do not require goods to be unworn or in untouched packaging where that would defeat the right. Satisfactory evidence of the purchase is needed, but an original till slip is not the only possible evidence. These protections apply to full-price, discounted, clearance and promotional goods.

7. Other statutory returns and cancellations

Incorrect, damaged, incomplete or non-conforming deliveries: contact TAPE promptly with the order number, details and photographs where available. TAPE will arrange the remedy and return costs for which it is legally responsible. A request for prompt reporting is not an arbitrary deadline that extinguishes statutory rights.

Direct marketing: where section 16 of the Consumer Protection Act applies and ECTA section 44 does not, a transaction resulting from direct marketing may be cancelled without reason or penalty by written or recorded notice within five business days after the later of conclusion or delivery. The statutory refund period is 15 business days after notice if goods were not delivered, or after return if they were. Return risk and expense are governed by the applicable Act.

Other CPA returns: qualifying goods rejected after examination, mixed deliveries and goods unsuitable for a particular purpose communicated to the supplier may attract rights under sections 19, 20 and 55. Section 20 returns are subject to its conditions, exclusions and applicable ten-business-day return period. Only deductions expressly permitted by law may be applied.

Online disclosures: where ECTA section 43(1) or (2) has not been complied with, section 43(3) provides a qualifying cancellation right within 14 days of receiving the goods or services, with the statutory refund consequences. Late performance, unavailable goods and advance-order cancellations are handled under the applicable statutory rules, including ECTA section 46 and CPA section 17 where applicable.

No voluntary restriction in this policy excludes these rights, other statutory remedies, common-law remedies or longer applicable warranty rights.

8. How to log an online return or exchange

1. Log in to your Online Profile at www.tape.co.za.
2. Open Order History to view your previous orders.
3. Locate the relevant order and select Return.
4. On the Log a Return screen, select each item you want to return or exchange.
5. Complete the required information and describe the return reason. For a statutory cancellation, clearly state the cancellation right you are exercising.
6. Read the applicable returns policy, accept it and select Next.
7. Review the confirmation screen and check the items, reason and contact details.
8. Select Confirm & Submit. Retain the confirmation or a screenshot for your records.

The online system ordinarily allows requests only after the order has been marked delivered. Our customer service team aims to contact you within five working days with return instructions. Please await these instructions before dispatching merchandise so that it reaches the correct destination.

If you cannot access your profile, the order status is incorrect, or the return option is unavailable, email info@tape.co.za immediately with the order number, items, contact details and request.

A system limitation, the policy acceptance checkbox, an internal approval process or TAPE's response time will not invalidate a statutory notice given in time. Contact support before a deadline expires if you experience difficulties.

Pack the goods securely. Protect the original shoebox with an outer carton or wrapping and include the order or return reference. Use the return address or collection method supplied by TAPE; the registered or business address is not automatically the authorised parcel-return destination.

9. How to return an in-store purchase

Visit a physical TAPE store with the merchandise, satisfactory proof of purchase and applicable tags and packaging. The store team will assess a voluntary request against the 30-day full-price or seven-day in-store sale period and condition requirements. Explain if you are exercising a statutory right so that the request is assessed on the correct basis.

For online purchases, use the online logging process or contact customer support for instructions.

10. Return costs and monetary refunds

For voluntary online returns and exchanges, the customer pays applicable return and replacement-delivery charges disclosed and agreed before the service is arranged, unless TAPE agrees otherwise. Original delivery fees are not ordinarily credited for a voluntary merchandise return. Statutory refund and delivery-cost rules take priority.

TAPE covers applicable return costs for qualifying defective goods, delivery errors and other circumstances where the law places the cost on TAPE. For ECTA cooling-off cancellations, the customer may bear only the direct cost of returning the goods as permitted by section 44.

Where a monetary refund is legally required, it will ordinarily be made through the original payment method where practicable. Third-party finance and payment arrangements will be reconciled through the provider without overriding the customer's legal rights or refund deadlines. A banking delay or internal approval does not extend a statutory deadline.