RETURNS, AFTER-SALES AND WARRANTY POLICY
Applies to: Online, Retail Stores and Wholesale Customers
1. POLICY PURPOSE
This policy defines the rules for:
- Returns
- Exchanges
- After-sales support
- Warranty claims
Our goal is to:
- Provide fair support to genuine customers
- Prevent misuse and abuse of return systems
- Protect product integrity and safety standards
2. GENERAL PRINCIPLES
All products sold by On Target 007 are:
- Brand new unless stated otherwise
- Safety-related or technical in nature
- Subject to strict handling and usage conditions
Returns are controlled and limited.
3. PROOF OF PURCHASE
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.
- Invoice
- Till slip
- Order number
- Customer account record
- Card or bank proof matched to the transaction
- Other reliable record
Product identity may also be verified using SKU, serial number, batch number, seal number, photos of labels and the physical item.
4. CHANGE OF MIND RETURNS
4.1 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.
4.2 Online or 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, including certain personalised, non-returnable-by-nature, rapidly perishable and unsealed software or recording goods.
4.3 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.
4.4 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.
5. RETURN METHOD
For returns where return of the product is required, customers must securely package the complete product and follow the supplied return or collection instructions.
Self-defence items must be unloaded and safety-cleared before transport.
For valid defective-goods remedies, 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.
6. EXCHANGE POLICY
On Target may offer an exchange as a discretionary goodwill measure where authorised in writing and where the goods are unused, complete, resalable and returned with proof of purchase.
A non-statutory exchange may be refused for opened consumables, ammunition/pyrotechnic items, hygiene-sensitive goods, activated/licensed products, special orders, altered goods, or missing serial labels/accessories.
This does not affect defective-goods rights or any other statutory remedy.
7. DEFECTIVE PRODUCTS
7.1 Reporting a Defect
Visible courier damage, wrong goods or shortages should be reported 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.
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.
7.2 Inspection Process
On Target may inspect and test the goods to verify the complaint, identity and cause.
On receipt, On Target records date, location, serial, accessories and condition; photographs the item; quarantines stock; and performs a reasonable assessment.
7.3 Outcome of Inspection
Subject to the Act, the customer may choose repair, replacement or refund where the statutory quality standards apply.
If On Target repairs goods and, within three months after that repair, the same or a further defect, failure or unsafe feature appears, On Target will replace the goods or refund the price as required by section 56(3), subject to the Act.
8. WARRANTY POLICY
8.1 Manufacturer Warranty
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.
8.2 Warranty Coverage
Generally covered, subject to law:
- Manufacturing defects
- Failure under normal intended use
- Missing components promised at sale
- Goods materially not matching description or sample
- Safety or durability failure inconsistent with reasonable expectations
8.3 Warranty Exclusions
Generally not covered, unless the defect existed at delivery or law requires otherwise:
- Normal wear and consumable depletion
- Batteries or consumables reaching normal life
- Cosmetic wear disclosed before sale
- Accidental damage
- Liquid, fire or impact damage after delivery
- Misuse or neglect
- Incorrect storage
- Corrosion
- Wrong ammunition or power source
- Unauthorised repairs or modifications
- Removed or 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 or distributor.
9. SELF-DEFENCE PRODUCTS: SPECIAL RULES
- New self-defence products are supplied with the CPA implied warranty and any written manufacturer 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 or 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 or incorrect ammunition, overpressure, barrel obstruction, dry-firing where prohibited, unauthorised dismantling, modification, inadequate maintenance, rust or 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 or identity checks apply.
10. NON-RETURNABLE OR RESTRICTED RETURN ITEMS
Certain items may be refused for a non-statutory change-of-mind return or exchange, including:
- Opened consumables
- Ammunition or pyrotechnic items
- Hygiene-sensitive goods
- Activated or licensed products
- Special orders
- Altered goods
- Items with missing serial labels or accessories
Defective or recalled consumables remain eligible for lawful remedies.
11. ONLINE ORDERS AND DELIVERY CLAIMS
Customers should:
- Inspect parcels as soon as reasonably possible
- Report visible courier damage, wrong goods or shortages as soon as reasonably possible, preferably within 48 hours
- Provide 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.
12. CUSTOMER RETURN AND REFUND PROCESS
- For online orders, log in to the customer panel.
- Go to My Orders.
- Select the relevant order and click Manage Order.
- Open Refund Policy.
- Submit the applicable cancellation, exchange or refund request and provide the required information and supporting evidence.
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.
Approved refunds go to the original payment method where reasonably possible. EFT refunds require verified bank details belonging to the payer or customer and may require bank-account confirmation.
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.
13. 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.
14. AFTER-SALES SUPPORT
On Target will assess complaints and warranty claims according to the applicable statutory rights, written warranty terms and the evidence provided.
On Target may inspect and test goods to verify the complaint, identity and cause.
15. CUSTOMER RESPONSIBILITY
Customers should:
- Stop using the product when requesting a return for a defect or fault
- Keep all supplied items
- Provide information sufficient to identify the transaction and assess the claim
- Provide relevant evidence where applicable
- Follow lawful safety and maintenance instructions
- Transport self-defence items safely and lawfully when a return is required
16. 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).
17. 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 or remote channel, call security or law enforcement, and preserve CCTV or 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 or emergency services. Do not bring a loaded or unsafe device to a shop.