Refund policy

Effective 13 October 2026. You can cancel an online order within 7 days of delivery. Faulty products are covered for 6 months by law, and for longer under your Roncato guarantee.

Who this policy covers

This policy applies to products bought from Roncato South Africa, online at roncato.co.za or at our store at Shop B29, Access Park, Chichester Road, Kenilworth, Cape Town, 7708.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Changed your mind (online orders)

  • You may cancel an online order for any reason within 7 days of receiving it. This is your cooling-off right under section 44 of ECTA.

  • To cancel, email hello@roncato.co.za within those 7 days with your order number.

  • Please return the product unused, with all its tags, packaging, keys and accessories. If it has been used or damaged, we may deduct a reasonable amount for that, as the CPA allows.

  • You pay the direct cost of sending the product back. You can courier it to us or drop it off at our Kenilworth store.

  • We refund everything you paid for the order, including any delivery fee.

In-store purchases are not covered by the ECTA cooling-off right, so please check your product before you leave the store. Your rights for faulty products still apply.

Faulty products

  • Under section 56 of the CPA, if a product is defective within 6 months of delivery, you may return it. You choose a repair, a replacement or a refund.

  • This does not cover damage caused by misuse, accidents, overloading or normal wear and tear.

  • To return a faulty product, email hello@roncato.co.za with your order number, a short description of the fault and clear photos.

  • We will arrange collection by courier at our cost, or you can bring the product to our Kenilworth store.

  • If a repaired product develops the same fault within 3 months of the repair, we will replace it or refund you.

Damaged, incorrect or missing items

Please check your order when it arrives. If anything is damaged, incorrect or missing, email hello@roncato.co.za as soon as possible, ideally within 48 hours, with your order number and photos.

We will collect the item at no cost to you and send the correct product or refund you.

Your Roncato guarantee

On top of your rights under the CPA, Roncato products carry a manufacturer's guarantee of up to 10 years, depending on the collection. The guarantee period for your product is shown on its product page and guarantee card.

The guarantee covers defects in materials and workmanship under normal use. It does not cover:

  • normal wear and tear, such as scratches, scuffs and marks on the shell;

  • damage caused by airlines, couriers or other carriers;

  • misuse, overloading, accidents or repairs not authorised by us;

  • loss or theft.

If an airline damages your luggage, report it at the airport before you leave and ask for a Property Irregularity Report. Your claim for that damage lies with the airline.

To make a guarantee claim, email hello@roncato.co.za with your proof of purchase, a description of the fault and photos. We will assess the claim and repair or replace the product with the same or an equivalent model.

Registering your guarantee on roncato.co.za after purchase makes claims quicker. Please keep your proof of purchase for the full guarantee period.

How refunds are paid

  • We refund to the payment method you used. Online orders are refunded through PayFast.

  • We aim to refund within 10 working days of receiving your return, and always within 30 days of your cancellation.

  • Your bank may take a few more working days to show the refund.

  • Sale items have the same rights under this policy.

Contact us about a return

  • Email: hello@roncato.co.za

  • Phone: 010 000 0000

  • Store: Roncato South Africa, Shop B29, Access Park, Chichester Road, Kenilworth, Cape Town, 7708