Refund policy

Lab Protocol: Returns & Refunds

Effective Date: February 14, 2026 | Region: South Africa

1. The 7-Day Cooling-Off Period (ECTA)

Under the Electronic Communications and Transactions Act, you have a 7-day window from the date of delivery to change your mind.

• The item must be unopened and in its original, pristine packaging.
• The customer is solely responsible for the cost and risk of returning the item to our warehouse.

2. Condition & Assembly Constraints

Because Setup Lab equipment is designed for precision, we cannot accept returns on items that have been partially or fully assembled.

Warning: Once a screw has entered a frame or a component has been mounted, the item is considered "used" and cannot be returned for a "Change of Mind" refund.

3. Restocking Fees (CPA Section 20)

If an item is returned with opened or damaged packaging—preventing us from reselling it as "New"—Setup Lab reserves the right to deduct a Restocking Fee of 20% to 35% from the total refund amount. This covers the depreciation and administrative labor required to inspect and re-process the unit.

4. Custom & Bespoke Orders

Items manufactured or altered to your specific requirements (e.g., custom-sized desk surfaces, powder-coated frames, or engraved components) are strictly non-returnable and non-refundable unless a verified manufacturing defect is present.

5. Damaged or Defective Goods

If your gear arrives with a structural defect, you are protected by the CPA 6-month warranty.

• Transit Damage: Must be reported within 24 hours of signing for the delivery. Please photograph the damaged packaging before opening.
• Structural Failure: Does not cover "wear and tear," overloading, or improper assembly by the user.

6. Refund Logistics

• 📦 Shipping Costs: Original shipping fees are non-refundable.
• 💳 Processing Time: Once inspected and approved, refunds are issued via the original payment method within 14 business days.