Returns, Refunds and Warranty Policy

This policy applies to purchases from On Target Self-Defence, whether made in a shop, through the company website, by an approved electronic ordering channel, or through an authorised sales representative.

Change-of-Mind Returns

Purchase channel	Rule
In-store purchase	No automatic change-of-mind return or refund. On Target may offer an exchange or store credit as a discretionary goodwill measure only if authorised in writing, the goods are unused, complete, resalable and returned with proof of purchase. This does not affect defective-goods rights.
Online/electronic purchase	Where ECTA section 44 applies, the customer may cancel without reason within 7 days after receiving goods. The customer bears only the direct return cost; qualifying payments are refunded within 30 days after cancellation. Statutory exceptions apply.
Direct-marketing sale	Where the CPA cooling-off right applies, cancellation may be made within 5 business days after the later of the transaction or delivery, in the prescribed manner.
Discretionary exchange	If management approves a non-statutory exchange, it may be refused for opened consumables, ammunition/pyrotechnic items, hygiene-sensitive goods, activated/licensed products, special orders, altered goods, or missing serial labels/accessories.

A lawful cooling-off right is separate from a defect claim. Customers should stop using the product, keep all supplied items, and request a return authorisation promptly.

Defective, Unsafe or Unsuitable Goods

Six-Month Implied Warranty

For goods covered by sections 55 and 56 of the CPA, a customer who receives goods that fail the statutory quality standards may return them within six months after delivery, without penalty and at the supplier's risk and expense. Subject to the Act, the customer may choose repair, replacement or refund. On Target may inspect and test the goods to verify the complaint, identity and cause, but inspection is not permission to force a repair where the law gives the customer another election.

If On Target repairs goods and, within three months after that repair, the same or a further defect/failure/unsafe feature appears, On Target will replace the goods or refund the price as required by section 56(3), subject to the Act.
A manufacturer's warranty or an On Target written warranty may give additional or longer protection, but cannot reduce mandatory CPA rights.
Remedies may differ where the defect was specifically disclosed before sale and the customer expressly agreed to accept the goods in that condition, or where section 55 does not apply to the transaction.

What Evidence Is Required

The customer must provide enough information for On Target to identify the transaction and assess the claim. An original till slip is preferred, but it is not the only possible proof.

Required where applicable	Examples
Proof of purchase	Invoice, till slip, order number, customer account record, card/bank proof matched to the transaction, or other reliable record.
Product identity	SKU, serial number, batch number, seal number, photos of labels and the physical item.
Description of problem	When it began, how it occurred, frequency, error messages and requested remedy.
Useful evidence	Clear photos/video, diagnostic report, packaging condition, delivery-damage photos, and all accessories/components.
Identity/payment verification	Reasonable verification of the purchaser, authorised representative and original payment method, especially for fraud prevention. A copy of ID should be collected only where necessary and handled securely.

Missing packaging alone does not defeat a valid statutory defect claim. However, missing parts, accessories or damage may be relevant to the assessment and any lawful deduction in a non-defect return.

Warranty Coverage and Exclusions

Generally covered, subject to law	Generally not covered, unless the defect existed at delivery or law requires otherwise
Manufacturing defects; failure under normal intended use; missing components promised at sale; goods materially not matching description/sample; safety or durability failure inconsistent with reasonable expectations.	Normal wear and consumable depletion; batteries/consumables reaching normal life; cosmetic wear disclosed before sale; accidental damage; liquid/fire/impact damage after delivery; misuse, neglect, incorrect storage, corrosion, wrong ammunition/power source, unauthorised repairs or modifications; removed/tampered serials; failure to follow lawful safety and maintenance instructions.

Any exclusion is applied only after a fair, documented assessment and cannot exclude liability for a defect or hazard that the law places on On Target or another producer/importer/distributor.

Self-Defence Products: Special Rules

New self-defence products are supplied with the CPA implied warranty and any written manufacturer warranty. The exact additional warranty period, if any, must appear on the product page or invoice; no salesperson may promise an unwritten lifetime warranty.
A fault claim for a blank/gas gun, airgun, launcher or related device must be made safe before transport. The customer must not arrive with a loaded device. Ammunition, gas/CO₂ cartridges and projectiles must be removed and transported/stored lawfully and separately.
On Target may require the item to be logged, serial-verified, safety-cleared and assessed by an authorised technician. Test firing or controlled functional testing may be performed only by authorised personnel in a lawful environment.
Failures caused by incompatible/incorrect ammunition, overpressure, barrel obstruction, dry-firing where prohibited, unauthorised dismantling, modification, inadequate maintenance, rust/corrosion, improper storage or accidental damage are generally not warranty defects, subject always to the CPA and the evidence.
Ammunition, cartridges, chemical sprays and similar consumables are not accepted for change of mind once opened or where safe resale cannot be assured. Defective or recalled consumables remain eligible for lawful remedies and must be isolated for safety investigation.
Nothing in this policy authorises possession, use, transport or supply contrary to South African law. Product-specific legal restrictions and age/identity checks apply.

Delivery Damage, Wrong Goods and Incomplete Orders

Report visible courier damage, wrong goods or shortages as soon as reasonably possible, preferably within 48 hours, with photos of the parcel, label and contents. The 48-hour request assists investigation and does not extinguish statutory rights.
Keep packaging and do not install, alter or continue using visibly unsafe goods. On Target will arrange the appropriate collection, correction, replacement or refund where required.

How to Request a Cancellation, Exchange or Refund

Customers who have placed and paid for an order can submit a cancellation, exchange or refund request through their customer panel.

Log in to your customer panel.
Go to My Orders.
Select the relevant order and click Manage Order.
Open Refund.
Select the applicable option to request a cancellation, exchange or refund.
Provide the required information and supporting evidence where requested.

On Target will issue a case number and, where return is required, a Return Merchandise Authorisation (RMA). An RMA records the movement; it does not predetermine or limit the customer's legal remedy.

Securely package the complete product. Self-defence items must be unloaded and safety-cleared. Use the supplied return or collection instructions.

On receipt, On Target records date, location, serial, accessories and condition; photographs the item; quarantines stock; and performs a reasonable assessment.

On Target communicates the outcome and remedy. Approved refunds go to the original payment method where reasonably possible. EFT refunds require verified bank details belonging to the payer/customer and may require bank-account confirmation.

Bank/payment-provider processing times may apply after On Target releases the refund. ECTA refunds governed by section 44 will be made within the statutory 30-day period.

ANTI-FRAUD CONTROL

On Target will never ask a customer to pay a fee to receive a refund. Refunds are not paid to an unrelated third party. A credit note is not cash and must be linked to the original paid invoice and returned stock record.

In-Store Return and Refund Process

Take the customer and item to the designated returns counter; do not process the return at an ordinary sales till unless the system role permits it.
Locate the original sale, verify product/serial and log the return request before promising an outcome.
Issue a return receipt/case number. Where immediate resolution is not safe or reasonable, quarantine the item and provide the expected assessment timeframe.
Only an authorised manager may approve a refund, exchange, credit note or rejected claim. The refund must reference the original invoice, RMA and stock movement.
Refund to the original payment method. Cash refunds require the customer's signature and dual staff verification. Never cancel/delete the original paid invoice to create a refund.

Refund Amounts and Deductions

For valid defective-goods remedies, no penalty is charged and return is at On Target's risk and expense as required by law.
For ECTA change-of-mind cancellations, the customer may be charged only the direct cost of returning the goods where section 44 applies.
For other CPA section 20 returns, any charge for use, consumption, depletion, restoration or repackaging will be limited to what the Act permits and assessed case by case.
Delivery fees are refunded where required by law; otherwise the outcome depends on the reason for return and the terms disclosed at purchase.

Customer Service and Complaints

We aim to acknowledge a complaint within 2 business days and provide an outcome or meaningful progress update within 10 business days, subject to technical testing, manufacturer input and complexity. These are service targets and do not delay statutory rights.

For customer service, returns assistance or formal complaints, please visit our Contact Us page.

If unresolved, an eligible customer may approach the Consumer Goods and Services Ombud (CGSO), the National Consumer Commission or another competent body. CGSO consumer complaints: 0860 000 272; www.cgso.org.za (verify before publication).

Respectful Conduct and Safety

ZERO TOLERANCE FOR THREATS OR VIOLENCE

We will listen respectfully and expect the same. Abuse, discrimination, sexual harassment, intimidation, threats, stalking, deliberate damage, weapons displayed or handled threateningly, or physical violence toward customers or staff will not be tolerated.

Staff may pause or end an interaction, require a person to leave, move the discussion to a manager/remote channel, call security or law enforcement, and preserve CCTV/evidence where reasonably necessary.
A complaint or lawful return will not be rejected merely because an interaction became difficult. Once safety is restored, On Target will offer a reasonable alternative channel or representative where appropriate.
Emergency danger should be reported to the South African Police Service/emergency services. Do not bring a loaded or unsafe device to a shop.