Last Updated: 01July 2026
At Fynbos & Beyond, we want you to be entirely satisfied with your bookings, purchases, and supporting contributions. This policy outlines our procedures for returns, exchanges, cancellations, and refunds in strict accordance with South African consumer law.
1. Returns and Exchanges (Physical Goods)
If you have purchased merchandise, seeds, books, or apparel from our online store, the following terms apply to physical item returns.
Change of Mind / The 7-Day “Cooling-Off” Period
In terms of Section 44 of the Electronic Communications and Transactions Act (ECTA), you have the right to return any physical item purchased online within 7 days of delivery for a refund or exchange, no questions asked.
- Condition: Items must be completely unused, unaltered, in their original packaging, and with all labels or tags attached. Items that show signs of wear or are missing original packaging cannot be accepted for a change-of-mind return.
- Return Shipping Costs: You are responsible for the courier or postal costs of shipping the item back to our designated address.
Defective, Damaged, or Incorrect Items
Under Section 56 of the Consumer Protection Act (CPA), if an item arrives damaged, is defective, or does not match the description of what you ordered, you are entitled to a repair, replacement, or full refund within 6 months of delivery.
- Shipping Costs: Fynbos & Beyond will arrange and pay for the courier service to collect the defective or incorrect item from you.
- Exclusions: This warranty does not cover damage resulting from normal wear and tear, deliberate alteration, negligence, or failure to follow care instructions (e.g., washing apparel incorrectly).
2. Cancellations and Refunds (Bookings & Events)
If you have booked a guided trail, eco-tour, educational workshop, or community event, cancellations are subject to a tiered fee structure to cover pre-arranged logistics and guide allocations.
| Notice Period Provided | Refund / Exchange Entitlement |
|---|---|
| 14 days or more before the event | 100% Refund or a free date exchange |
| 7 to 13 days before the event | 50% Refund or a 50% credit toward a future date |
| Less than 7 days before the event | No Refund and no date exchange |
Weather & Safety Cancellations by Us
Fynbos ecosystems are vulnerable to environmental risks (severe winds, fire hazards, or flooding). If Fynbos & Beyond cancels an outdoor event due to safety concerns, you will receive the option of a 100% full refund or an automatic transfer to a rescheduled date.
3. Non-Returnable and Non-Refundable Items
Certain types of transactions are explicitly excluded from returns or refunds:
- Donations & Sponsorships: Direct, voluntary contributions toward our conservation projects are considered final and non-refundable. (In case of an obvious typing error, please notify us within 7 days to request a reversal).
- Digital Goods: Downloadable items such as digital field guides, flora maps, or virtual certificates cannot be returned once the download link is accessed or delivered.
- Gift Vouchers: Fynbos & Beyond digital or physical gift vouchers cannot be returned or redeemed for cash.
4. How to Log a Return, Exchange, or Refund Request
Please do not send items back to us without logging a request first, as our field offices differ from our receiving warehouse.
1
Submit Your Request
Within required timelines
Email info@fynbosbeyond.org.za with the subject line Return/Refund Request – [Your Order or Booking Number].
2
Provide Details
Include evidence if damaged
State whether you require a Return & Refund, an Exchange (e.g., different size), or a Booking Cancellation. If an item arrived damaged, attach a clear photograph.
3
Await Authorization
Within 2 business days
Our team will review your request and reply with a Return Authorization Number (RAN) and the exact physical address where the package must be delivered.
4
Package and Ship
Safely packed
Pack the item securely to avoid transit damage. Write your RAN clearly on the box. If it is a change-of-mind return, book your preferred courier; if it is a defective item, hand it over to the courier service we dispatch.
5. Refund Processing Timelines
- Inspection: Once your returned physical item is received at our facility, it will undergo a quick inspection to verify its condition.
- Method: Approved refunds will always be issued via the original payment method used (e.g., back to your credit/debit card via our payment gateway or via Electronic Funds Transfer (EFT) to a verified South African bank account).
- Payout Time: Please allow 5 to 10 business days for the funds to reflect in your account, depending on bank clearance times.
Contact Us
For any questions regarding a return or an ongoing refund request, please get in touch:
- Email Address:
info@fynbosbeyond.org.za