Refund policy

Last Updated: August 2026

 

At Sphantify, we want you to shop with confidence. We work closely with trusted suppliers and fulfilment partners to provide quality products and a reliable shopping experience. Please read this Return & Refund Policy carefully before making a purchase.

1. Eligibility for Returns & Refunds

Damaged or Defective Items

If your product arrives damaged, defective, or is not functioning as intended, please contact us within 7 days of delivery.

Please provide clear photographs or videos showing the issue. Once your claim has been reviewed and approved, Sphantify may arrange a replacement or issue a refund, depending on the circumstances.

Incorrect Item Received

If you receive an item that is different from the product you ordered, please notify us within 7 days of delivery.

Once the issue has been verified, Sphantify may arrange for the correct item to be sent or provide a refund, as appropriate.

Product Quality or Description Concerns

If the product you receive differs materially from its description or has a manufacturing defect, please contact us within 7 days of delivery. After reviewing your request, Sphantify may offer a replacement, partial refund, or full refund depending on the nature and circumstances of the issue.

Orders Not Delivered

If your order has not arrived within the published estimated delivery timeframe, please contact us. We will review the shipment status with the relevant shipping provider and fulfilment partners. Where an order is confirmed as undelivered or lost, Sphantify may arrange a replacement shipment or issue a refund, as appropriate.

Orders that are still within the published estimated delivery timeframe are not considered undelivered solely because they have not yet arrived.

2. Items Not Eligible for Return or Refund

Returns or refunds may not be approved in the following circumstances:

  • Products that have been used, damaged, altered, or misused after delivery.
  • Orders delayed because incorrect or incomplete shipping information was provided by the customer.
  • Orders that remain within the published estimated delivery timeframe.
  • Products returned without prior authorisation from Sphantify.
  • Requests based solely on a change of mind or buyer's remorse, unless a return or refund is required under applicable consumer protection laws.

Nothing in this policy is intended to limit any rights or remedies that may apply to customers under applicable law.

3. Timeframe for Requests

Requests relating to damaged, defective, incorrect, or materially different products should be submitted within 7 days of delivery.

Claims relating to delayed or undelivered orders should be submitted as soon as reasonably possible after the published estimated delivery timeframe has passed.

Submitting a request within the applicable timeframe does not automatically guarantee approval. Each request will be reviewed based on the circumstances of the order and the information provided.

4. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us:

Email: info@sphantify.com  

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs or videos showing the problem, where applicable

Our customer support team will review your request and, where necessary, coordinate with our suppliers and fulfilment partners.

If your request is approved and a physical return is required, Sphantify will provide the appropriate return instructions before the product is sent back.

Please do not return products to the shipping address shown on the package unless specifically instructed by Sphantify.

5. Return Authorisation

All physical returns must be authorised by Sphantify before being sent.

Unauthorised returns may not be accepted or processed.

In certain circumstances, customers may not be required to return the product before receiving an approved replacement or refund. Sphantify will advise the customer if this applies.

6. Refund Process

If your refund is approved, the refund will be processed to the original payment method within 5–10 business days, depending on the relevant financial institution or payment provider.

Once Sphantify has processed the refund, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

If you have not received your refund within 15 business days after Sphantify has confirmed that the refund was processed, please contact us at: info@sphantify.com 

7. Replacement Orders

Where a replacement is approved, Sphantify will arrange the replacement in accordance with the circumstances of the claim and product availability.

Replacement delivery times may vary depending on the product, destination, and shipping method.

8. Important Information

  • Please inspect your order as soon as reasonably possible after delivery.
  • Claims for damaged, defective, incorrect, or materially different products should be submitted within 7 days of delivery.
  • Please retain photographs, videos, packaging, and other relevant information that may assist with reviewing your claim.
  • Do not return products to a supplier or fulfilment address unless Sphantify has provided specific instructions to do so.
  • Sphantify reserves the right to review and verify all return and refund requests before approval.

9. Our Commitment

Your satisfaction is important to us.

If you experience an issue with your order, our customer support team will work with you and, where necessary, our suppliers and fulfilment partners to resolve the matter fairly, promptly, and in accordance with this policy and applicable consumer protection laws.

Sphantify Smart Tech
Cape Town, Western Cape, South Africa
Email: info@sphantify.com
Website: www.sphantify.com